Leo Allen

• Managed high-volume customer support inquiries, providing remote troubleshooting for software and hardware issues.

• Collaborated with cross-functional teams to escalate and resolve complex technical problems.

• Educated customers on software functionalities and best practices for issue prevention.

• Maintained detailed documentation of support interactions to improve service processes.

• Delivered first-level technical support to students and faculty, responding to inquiries via phone, email, and in-person.

• Diagnosed and resolved connectivity issues across campus networks.

• Provided user training for basic software applications.

• Provided technical support to employees, resolving hardware, software, and network issues.

• Installed, configured, and maintained operating systems and applications.

• Documented issues and solutions using the company’s ticketing system.

• Assisted in deploying security updates and conducting routine maintenance.