Hi, I’m
Doaa Khaleel
Warminster,PA
Summary
Experienced IT support professional with a proven track record of enhancing system performance and user satisfaction at the University of Delaware. Certified in CompTIA A+, Network+, and CCNA, bringing a strong expertise in technical troubleshooting, system maintenance, and proactive problem-solving. Recognized for delivering exceptional customer service, fostering client loyalty, and driving significant improvements in IT efficiency.
Skilled in diagnosing complex technical issues, managing software and hardware installations, and providing effective user assistance. Known for adaptability, collaboration, and a results-driven approach. A reliable team player focused on continuous improvement and consistently meeting organizational goals while delivering measurable outcomes.
Overview
18
years of professional experience
1
Certification
Work History
University Of Delaware
Technology Support Spl II
03.2022 - Current
Job overview
- Provide first-level support for technology-related inquiries, using diagnostic/problem-solving and customer service skills to achieve first-contact resolution.
- Respond promptly to calls, emails, voicemails, and web requests, explaining technical solutions in a manner that non-technical clients can understand.
- Analyze issues, refer to documentation or training resources, generate trouble tickets, and escalate unresolved problems when necessary.
- Record and manage incident details, including symptoms and diagnostic data, following documented procedures and determining problem priorities.
- Administer client accounts, ensure secure system access, process system security incidents, and generate reports related to user access and computing accounts.
- Contribute to knowledge base documentation, mentor junior staff, and participate in the development of best practices and internal processes.
- Support technology-related initiatives and projects as assigned.
- Stay updated on IT services, systems, policies, and emerging technologies through training and professional development.
- Build and maintain effective working relationships with colleagues and clients, ensuring adherence to university policies and department strategic goals.
- Used ticketing systems to manage and process support actions and requests.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Monitored network hardware operations to evaluate proper configuration.
- Efficiently managed a high volume of customer interactions daily, including approximately 50 incoming calls, emails, and over 100 support tickets, ensuring timely and effective resolution of issues.
Directorate of Passport Affairs
IT Field Support Technician
12.2006 - 01.2020
Job overview
- Streamlined operations by implementing and maintaining inventory tracking systems for IT equipment.
- Developed detailed documentation for IT processes and procedures, improving overall departmental organization and communication.
- Provided end-user training on software applications, leading to increased productivity among employees.
- Improved system performance by troubleshooting and resolving hardware, software, and network issues.
- Provided a high level of customer service by consistently resolving technical issues within established timeframes, resulting in positive feedback and increased client loyalty.
- Supported remote users by troubleshooting VPN connectivity issues ensuring seamless access from offsite locations.
- Reduced system downtime with proactive maintenance of hardware, software, and network components.
- Managed helpdesk tickets effectively, prioritizing tasks based on urgency while maintaining excellent customer service standards.
- Collaborated with team members to develop and implement IT infrastructure upgrades, ensuring optimal functionality.
- Installed new workstations, servers, routers, switches, firewalls, printers, scanners as part of ongoing technology refreshes.
- Assisted customers with technical support inquiries.
- Documented changes and actions in computer-based tracking system.
Education
University of Technology Baghdad, Iraq
Bachelor of Science from Computer Science
09-2004
Skills
- Windows administration
- Remote support
- Software installation
- Wireless networking
- Application support
- Technical support
- TCP/IP
- User credential management
- Network administration
- Information security
- Hardware and peripherals
- User guidance
- Wide-area networks
- LAN/WAN
Certification
- CompTIA A+ Certification
- Network+ certification
- Cisco Certified Network Associate (CCNA)
Timeline
Technology Support Spl II
University Of Delaware
03.2022 - Current
IT Field Support Technician
Directorate of Passport Affairs
12.2006 - 01.2020
- CompTIA A+ Certification
- Network+ certification
- Cisco Certified Network Associate (CCNA)
University of Technology
Bachelor of Science from Computer Science
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