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* Provided comprehensive technical support for incoming tickets across multiple products and services. * Collaborated with the product development team to identify and resolve recurring technical issues, achieving a 40% reduction in customer escalations. * Managed and resolved 99.2% of Level 2 technical support tickets without escalation to Level 3. * Worked across multiple teams within HP, gaining knowledge of diverse processes. * Effectively addressed customer inquiries and complaints, ensuring high customer satisfaction. * Utilized remote desktop tools (Live-Lens) and troubleshooting software to enhance resolution speed. * Documented support interactions for accurate record-keeping and follow-up.