• Assisted 2700+ customers with system inquiries, software support, and hardware repair
• Provided hands on and remote support face to face, over phone, and over chat
• Efficiently and promptly resolved customer questions, concerns, and issues with empathy, care, and compassion
• Troubleshooted hardware & software issues on Windows, MacOS, and Linux-based operating system
• Accurately triaged and escalated tickets to tier 2 & 3 support
• Documented systems and policies for colleagues, faculty, staff, and students

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