Provide physical hardware diagnostics, board-level repairs, and component replacements for PCs, laptops, tablets, mobile phones, gaming consoles, and custom electronic devices. Perform comprehensive operating system installations, malware removal, system optimizations, and software configuration for private clients.

Provided advanced remote support for Latin American clients, maintaining high SLAs. Diagnosed critical hardware failures, including No Power, No POST, and system startup issues. Resolved OS crashes and BSOD errors via remote original OS reimaging. Optimized system performance by clearing resource bottlenecks and driver conflicts. Managed peripheral troubleshooting, warranty validation, and component dispatches.

Delivered high-touch remote technical support exclusively for premium support customers, focusing strictly on software-level troubleshooting. Remediated network connectivity issues, including Wi-Fi drops, IP configuration errors, and local network settings. Performed malware removal, deployed and configured antivirus software, and restored compromised operating system files. Resolved system slowness and performance bottlenecks while managing peripheral driver and software setups.

Tracked daily performance metrics across 4 North American enterprise projects against established KPIs. Built dynamic Excel and Power BI reports to provide daily, weekly, and monthly performance reviews for senior management. Delivered actionable insights by identifying trends, variance from project goals, and operational risks. Ensured high data accuracy and executive visibility across all regional account metrics.

Managed backoffice operations utilizing Salesforce to resolve complex account cases, payment reconciliations, and retention requests.

Audited Fortinet and pfSense firewall rulebases and assisted in software implementation requirement gathering. Conducted employee awareness training on wireless attack vectors including rogue access points, deauthentication, and jamming.