Position: Remote support
Category: Support
English level: fluent
Years of experience: 2


Work Experience Profile

IT Professional / Managed Service Provider (MSP)
Duration:  - 04/2019- 09/2021

3A Tech 

Overview:

As an IT professional specialized in providing managed services and remote support, I have accrued two years of hands-on experience leveraging the powerful capabilities of Atera and TeamViewer. My role encompassed delivering comprehensive IT solutions to small and medium-sized enterprises (SMEs) while maintaining a high level of client satisfaction through efficient and effective management of their IT infrastructure.

Key Responsibilities:

Utilized Atera's cloud-based RMM platform to monitor and manage multiple client networks, ensuring optimal performance and minimizing downtime.
Configured and customized Atera's monitoring and alerting features to proactively identify potential issues, allowing for swift remediation before they escalated into critical problems.
Employed Atera's ticketing system to prioritize and track client issues, providing timely resolutions within the agreed-upon service level agreements (SLAs).
Conducted regular system updates and patch management using Atera to ensure client networks were protected against security vulnerabilities and exploits.
Collaborated with clients to understand their specific IT requirements, devising tailored solutions that aligned with their business objectives.
Utilized TeamViewer's remote access and support tools to provide prompt assistance and troubleshoot technical issues for clients across various locations.
Implemented TeamViewer's secure remote control features to deliver hands-on support, enabling seamless software installations, configurations, and troubleshooting.
Conducted training sessions for clients to familiarize them with TeamViewer's functionalities, empowering them to perform certain tasks independently.
Proactively communicated with clients to provide updates on ongoing projects, upcoming system maintenance, and industry-related IT developments.
Participated in cross-functional teams to identify opportunities for process improvement and actively contributed to enhancing the efficiency of IT operations.


Achievements:

Successfully improved overall network uptime by 20% through proactive monitoring and timely intervention, enhancing the client's productivity and minimizing business disruptions.
Received consistently positive feedback from clients for providing exceptional technical support and maintaining