Abubakar Ashraf

•Provided first-line technical support by troubleshooting hardware, software, and basic network issues for end users.
•Maintained top-tier CSAT scores through fast, empathetic, and accurate resolutions.
•Skilled in de-escalating tense situations and resolving frustrated customer complaints.
•Identified complex technical or billing issues and properly escalated them to Tier-2 teams.
•Updated help center guides and canned responses to speed up overall ticket resolution.
•Quickly learned complex product features and guidelines to provide accurate guidance to users.

• Managed daily data entry operations, user account provisioning, and database updates with high accuracy.
• Installed, configured, and maintained Windows operating systems, Microsoft Office applications, printers, and other IT peripherals.
• Maintained accurate system records, user accounts, and IT asset inventory while ensuring data integrity and compliance.
• Performed routine system maintenance, software updates, and preventive checks to ensure reliable IT operations.