Marshal Musumali

Hiring, training, and coaching technical support staff
Performance management and evaluations of team members
Assigning tasks and managing workload distribution
Motivating and developing the technical support team
Establishing and enforcing technical support policies and procedures
Monitoring and analyzing support data (resolution time, customer satisfaction, etc.)
Identifying areas for improvement and implementing changes
Remote and onsite troubleshooting
Providing technical guidance and support on escalated customer issues
Staying updated on the latest technologies and industry trends
Support for Office 365, Google Apps Suite, Azure, Microsoft Windows and macOS
Understanding complex technical problems and finding solutions
Acting as a primary point of contact for escalated customer support issues
Ensuring high-quality customer service standards are met
Strong understanding of SaaS
Configuration and troubleshooting of Windows 10, Laptops,Antivirus software and Desktops,
LAN, wlan and WiFi

Providing support for a range of hardware, software and network technologies.
Communicate and explain to clients about their issue.
Using remote support tools and ticketing systems to ensure timely problem resolution
Prioritize and schedule problems.
Escalate problems Record, track, and document the help desk request problem-solving
process, including all successful and unsuccessful decisions made, and actions taken,
through to the final resolution.
Apply diagnostic utilities to aid in troubleshooting. Access software updates, drivers,
knowledge bases, and frequently asked questions resources on the Internet to aid in
problem resolution.
Identify and learn appropriate software and hardware used and supported by the
organization.
Perform hands-on fixes at the desktop level, including installing and upgrading software,
implementing file backups, and configuring systems and applications.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to help requests. Develop help sheets and knowledge
base articles for end users.
Perform related duties consistent with the scope and intent of the position

Installing and configuring network hardware and software: This includes routers, switches,
firewalls, servers, and other network devices.
Oversee the network infrastructure : This involves using tools to track network traffic, identify
bottlenecks, and troubleshoot problems.
Troubleshooting network problems: This can include anything from a slow internet
connection to a complete network outage.
Implementing security measures: This includes firewalls, intrusion detection systems, and
other security tools to protect the network from unauthorized access.
Managing user accounts and permissions: This involves creating and managing user
accounts, assigning permissions, and ensuring that users have the appropriate access to
network resources.
Backing up network data: This is important to ensure that data can be recovered in the event
of a network outage or other disaster.
Documenting network infrastructure: This includes creating and maintaining diagrams and
documentation of the network layout, devices, and configurations.
Staying up-to-date on the latest networking technologies: This is important to ensure that the
network is running efficiently and securely.
Training users on how to use the network: This can include creating user manuals and
conducting training sessions.
Working with vendors to purchase and maintain network equipment: This can include
negotiating contracts and managing vendor relationships.
Configuring Windows Server suite, Backup Applications & virtual environments