Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sali Khouri

Beaverton

Summary

Dynamic IT Service Desk Analyst with a proven track record at PeaceHealth, adept in issue troubleshooting and Python programming. Excelled in resolving technical issues, enhancing user satisfaction, and streamlining support processes. Demonstrated exceptional problem-solving skills and technical support expertise, contributing to a significant improvement in service delivery.

Overview

2024
2024
years of professional experience
2
2
Languages

Work History

IT Service Desk Analyst

PeaceHealth
6 2021 - 10.2023


  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Provided replacement files to customers missing data, media files, and software components.
  • Wrote and reviewed tickets to request maintenance to various types of equipment.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Provided support for networking protocols and characteristics.
  • Fielded average of 1800 inbound phone calls to deliver support and remotely resolve service issues, over a period of 5 months.
  • Conducted in-depth product and issue resolution research to address customer concerns.
  • Translated complex technical issues into digestible language for non-technical users.
  • Managed high levels of call flow and responded to all sort of computer and authentication technical support needs.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Built and maintained internal knowledge bases for support products to expand available feedback and performance data.
  • Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and VPN.
  • Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
  • Submitted service tickets for equipment maintenance requests.

Computer Science Student

Washington State University
01.2020 - 11.2021
  • Attended professional development technology courses to increase knowledge base and learn new information.
  • Set up computers and networking systems and delivered step-by-step instructions on basic use.
  • Planned and implemented curriculum to learn up-to-date technology.
  • Emphasized web etiquette and practical applications of technology for professional use.
  • Met with students outside of class to work on projects, answer questions, solve difficult concepts and address new technology information.
  • Attended meetings and professional development opportunities to stay abreast of current technical strategies and content knowledge related to the computer science major.
  • Implemented instructional accommodations as required to maintain compliance with study requirements.

Computer Lab Assistant

Portland Community College Sylvania
01.2019 - 09.2020
  • Assisted staff with completing special projects such as updating and screening the computers system.
  • Configured hardware, devices and software to set up work stations for employees.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Supported all computer lab operations.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Handled lab equipment, cleaned keyboards, monitors and disk drives.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Devised solutions to operations issues related to login systems and Microsoft Office software, working closely via phone, email, live chat and web teleconference.

Education

Associate of Science - Computer Engineering

Portland State University
Portland, OR
01.2016 - 06.2020

Current Study - Computer Engineering

Portland State University
Portland, OR
05.2001 -

Skills

    Issue troubleshooting

    Windows 10

    Technical Support

    Microsoft Outlook

    Technical documents comprehension

    User credential management

    Python

    C

Timeline

Computer Science Student

Washington State University
01.2020 - 11.2021

Computer Lab Assistant

Portland Community College Sylvania
01.2019 - 09.2020

Associate of Science - Computer Engineering

Portland State University
01.2016 - 06.2020

Current Study - Computer Engineering

Portland State University
05.2001 -

IT Service Desk Analyst

PeaceHealth
6 2021 - 10.2023
Sali Khouri