Projects
Helpdesk:
Knowledgebase Articles & Ticket Information:
Throughout my IT support experience, I have consistently applied best practices in communication and troubleshooting to ensure successful resolution of incidents and high end-user satisfaction. Below are examples of real-world tickets I resolved, including the methodologies I used and how I maintained proactive and professional support. Please click the Icon to view document.
Fishbone Diagrams:
With By applying ITIL principles and using fishbone diagrams for structured root cause analysis, I was able to shift from reactive to proactive IT support. This improved long-term stability, reduced ticket volume, and increased end-user satisfaction. Please click the icons to view examples.
Data Analysis:
First Call Resolution (FCR) is a key performance indicator used to measure the efficiency and effectiveness of a help desk or service desk. It represents the percentage of incidents or service requests that are resolved during the first interaction, without requiring escalation or a follow-up. Please click the icon to view sample helpdesk analysis.