Kyle Grima

Answer inbound requests through Email, Phone, Chat and Ticketing System in a timely and friendly
manner;
 Provide timely solution to reported problems;
 When required, escalate to other teams;
 Follow-up on customer requests;
 Perform scheduled checks and customer maintenance tasks;
 Any other additional duties as may be required and assigned from time to time.

• Handling of Service Desk tickets using Freshservice ticketing system
• Assisting individuals with various IT issues, including troubleshooting hardware and software problems, providing technical support, and ensuring that systems are running smoothly
• Inventory management which included making sure every user has his equipment assigned correctly and updating documentation

• I am currently responsible for ensuring that Go Customers receive exceptional service and satisfaction with their contracts
• In addition, since 2021, I have taken on the additional responsibility of managing the branch, where I oversee business contracts as well as residential contracts
• Alongside the Go branch, I also manage a computer repair shop under the same contractor
• In the computer repair shop, I tackle various computer repair jobs, such as windows installations and minimal repairs, and take note of bigger repair jobs that I am unable to handle with the available tools

• I handled invoices for packages of clients mostly
• I also oversaw the sort of packages as well as the collection of them