Capita1st Line Analyst & Helpdesk
Feb. 2021 - Oct. 2021• Provided first level hardware and software support to educational institutions globally. Servicing the SIMS database of multiple schools on multiple online web and telephony platforms • Diagnosed a range of IT related issues including but not limited to: troubleshooting networks, hardware, Windows 7, iOS, Android and Servers for teachers and administrators
• Accurately prioritising, categorising and logging communications, and managing response escalations to the appropriate support group
• Proficiently troubleshooted with SIMS database, SQL server and Azure
• Proficiently managing front and backend of SIMS SQL database and Dynamics 365
• Provided technical support on cloud-based programs such as SIMS Primary.
• Handled on average 20-25 and 30 emails a day
• Used internal support knowledge to diagnose and resolve issues using Service Now