I am a passionate Desktop Support Agent driven by customer satisfaction, this thrill was brought about a year ago when I started working at Silica. Prior to working, I was a part of a Microsoft program- contracted with Zensar Technologies, where I managed to complete both my MSCA & MCP certifications. I feel that these have been fundamental building blocks to kick start my career. During my time at Silica, my skills have matured. I have come to learn to listen to understand and be patient enough in resolving customer queries.In the ever so changing world, I aspire to becoming a cloud solution architect. A day at work involves identifying and logging tickets with relevant teams. In between, engaging with customers on face to face and different communication platforms. Resolve technical, software, and network-related issues within agreed SLA. Maintaining workstations and assisting with escalations by collaborating with support to resolve emergent technical issues. Being a young woman from the Eastrand I have acquired both my diploma and adv diploma in Business IT with the intent of upskilling myself, to be in a better position in society, however, being in the working environment has enlightened my perspective on human interaction. I have always strived to meet the target and follow process and procedures but on the contrary, I have found more joy knowing that someone can rely on me to deliver an excellent customer experience