Elona Xhikola
Philadelphia,PA
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows. Proven skill in resolving problems quickly on first call. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
9
9
years of professional experience
Work History
IT Specialist
Coca-Cola Bottling Shqiperia Sh.p.k
09.2018 - 03.2022
- Provided technical support to end-users on hardware, software, and network-related issues.
- Troubleshot and resolved technical problems to minimize downtime and disruptions.
- Installed, configured, and maintained computer systems, servers, and network devices.
- Monitored system performance, security, and reliability, implementing proactive measures for optimization.
- Conducted training sessions to educate end-users on IT best practices and new technologies.
- Maintained documentation of IT systems, configurations, procedures, and troubleshooting steps.
IT Specialist
PHARMA ONE SH.P.K.
06.2017 - 08.2018
- Test, maintain, and monitor computer systems, coordinating installations.
- Provide Help Desk support for imaging, upgrades, software installs, and inventory.
- Address user inquiries via calls and emails, offering solutions.
- Manage network tasks like account setup, antivirus, backups, and performance monitoring.
- Collaborate with colleagues, developers, testers, and users.
- Conduct training sessions for staff and users on system usage.
Technical Support Engineer
ABCom LTD
08.2013 - 02.2017
- Served as escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Maintained clear communication channels with clients throughout troubleshooting process, ensuring transparency and trust.
- Providing support above to 20,000 costumers, resolve 70 tickets a day, calls 100, chat 40.
Education
Master of Science - Computer Engineering
EPOKA University
Tirana, Albania03.2016
Bachelor of Science - Electronic Engineering
Polytechnic University of Tirana
Tirana, Albania03.2013
Skills
- Microsoft Office 365
- Word, Excel, Outlook, SharePoint, OneDrive
- Active Directory, DNS, File Share, GPO
- Microsoft Windows Operating Systems
- Windows 7, 8, 10, 11
- Windows Server 2008 /R2, 2012 /R2, 2016, 2019
- Microsoft SQL 2008, 2016
- VPN Configuration
- VMWare, Hyper-V, VSphere
- Kaspersky, Symantec End Point Protection
- Printers
- Backups
Languages
Spanish
Limited Working
Timeline
IT Specialist
Coca-Cola Bottling Shqiperia Sh.p.k
09.2018 - 03.2022
IT Specialist
PHARMA ONE SH.P.K.
06.2017 - 08.2018
Technical Support Engineer
ABCom LTD
08.2013 - 02.2017
Master of Science - Computer Engineering
EPOKA University
Bachelor of Science - Electronic Engineering
Polytechnic University of Tirana
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