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- Reviewed tickets from first-level support to identify major technical challenges and previous solutions attempted. - Took personal responsibility for the quality of work performed, ensuring high standards were met. - Monitored network infrastructure status using management tools like Nagios. - Detected and responded to alarms, opened tickets, and assisted with troubleshooting as required. - Tracked problems and resolutions using a Network Management System (NMS) program. - Ensured smooth ticket handover during shift changes following operations guidelines. - Installed, maintained, and resolved issues with LANs. - Configured file, print, and remote access services. - Maximized availability of network components. - Assisted Tier 3 or L3 staff by researching issues and providing documentation. - Effectively communicated causes of problems to end users and management. - Developed best practices, procedures, and training manuals, training users on hardware and software usage.

- Collaborated with team members and project managers to clarify task specifications and address any questions or concerns - Accurately entered and validated large volumes of data into designated databases, ensuring data integrity and adherence to quality standards. - Proficiently performed image or video tagging tasks, accurately categorizing and labeling visual content based on specific criteria or guidelines provided. - Effectively managed time and met project deadlines, consistently delivering high-quality results within specified timeframes. - Demonstrated strong attention to detail in data entry tasks, ensuring precise and error-free input of information. - Successfully adapted to different tagging projects and guidelines, quickly grasping project requirements and delivering consistent results. - Followed project guidelines, instructions, and quality standards meticulously, ensuring compliance with client requirements and project objectives. - Maintained a high level of productivity, consistently achieving or exceeding daily targets and quotas for data entry and tagging tasks.

- Oversaw customer service operations as a Senior Customer Service Representative in an ISP (Internet Service Provider) company. - Managed a team of customer service representatives, providing guidance and support to ensure excellent customer satisfaction. - Handled escalated customer issues and complaints, resolving them promptly and effectively. - Monitored service performance and customer feedback, identifying areas for improvement and implementing necessary measures. - Conducted regular training sessions for customer service representatives, enhancing their skills and knowledge. - Collaborated with cross-functional teams to address technical and service-related issues, ensuring smooth operations and customer support. - Developed and implemented customer service strategies and initiatives to enhance customer experience and loyalty. - Maintained accurate records of customer interactions and transactions, ensuring data integrity and privacy. - Acted as a point of contact for complex or VIP customer accounts, providing personalized assistance and resolving issues. - Assisted in the development of customer service policies and procedures, ensuring adherence to company standards and industry regulations.

- Answered general client's questions - Managed client records - Collect customer requests and data - Attend to customer phone calls - Respond to user emails and social media messages - Conduct basic troubleshooting using questionnaires to find out the level of support needed - Create tickets for Level 2 support - Provide product information - Solve common problems such as username and passwords issues, menu navigation, verification of hardware and software, installation issues, and setup setup-box Tv and router.