Eman Khaliq
Fayetteville,AR
Summary
Service Desk and Network Support in Windows Environments Accommodating IT Helpdesk with several years of experience interacting cordially with wide range of personalities and satisfying customers by patiently and tactfully handling difficult situations. Practiced at maintaining, analyzing and troubleshooting computers and peripherals. Highly motivated and results-driven when resolving IT issues and interacting with help desk staff.
Overview
10
10
years of professional experience
Work History
Systems Administration II
AutoZone
06.2022 - Current
- Responsible for accounts, file system, security, hardware/software, and printer maintenance on OS platforms or environments
- Installed and configured operating system and application software; troubleshooting for problems on client and server sides
- Documented and adhered to standard processes and procedures
- Provided technical assistance as needed
- Responsible for managing small to medium sized projects
- Assisted in infrastructure planning and implementation
- Account management, file system/permissions troubleshooting
- Administered and managed the Windows Active Directory and Windows Server services
- Troubleshoot Operating System problems and performance tuning on multiple platforms including Windows 10, Windows 7 and Windows XP/2000
Customer Service Representatives
NCR
11.2020 - 06.2022
- Manage communications for the team through email and phone
- Creation of incident and status update through email
- Constant communication with Customer Engineer on incident assignment and status update
- Serve as point of contact for CCC team
- Treat customer requests and assign to team members as appropriate, which may include the following: Status updates for deployment sites including deployment management, technical, logistics, training and installations issues/questions Escalations from various rollout stakeholders, and Requests for post-live configurations and live site support issues/escalations
- Record all customer communications received and sent to customers in the Deployment database (includes status changes, dates, contact fields and comments)
- Archive mail messages in Microsoft Outlook Deployment Email Box as required
- Distribute initial communications regarding Deployment process and status to customers via email or phone Manage outbound communication to customer to set Target Dates for Deployment activity including: Opening Dates Install date Training Dates Logistics Shipping Dates Ability to effectively transition from daily, routine tasks to urgent, immediate tasks and back again with ease.
Retail Banker
Woodforest National Bank
01.2015 - 01.2020
- Achieve individual sales by proactively identifying, marketing, and recommending bank products and services beneficial to the customer
- Must be a "Keeper of the Woodforest Culture" and possess the ability to create energy around Retail objectives and initiatives
- Enhance customer experience and the reputation of the Bank by warmly and sincerely greeting, engaging, and developing relationships with customers, community members, and retail partners
- Embrace a technology driven customer experience
- Ability to explain complex solutions in a simple to understand way
- Demonstrate flexibility to perform other duties as assigned.
Education
Associate of Science -
Richland College
Dallas, TX05.2017
Skills
- Microsoft Office Suite
- Technical Support
- Hardware troubleshooting
- System monitoring
- Data Security
- Performance Analysis
- System Upgrades
- Incident Management
- Windows administration
- Server Management
- Email Administration
- Network protocols
- Help Desk Software
- End-User Training
- Software Installation
- System updates
- Team Collaboration
- User Training
- Self Motivation
- Hardware knowledge
Languages
Arabic
Native or Bilingual
Timeline
Systems Administration II
AutoZone
06.2022 - Current
Customer Service Representatives
NCR
11.2020 - 06.2022
Retail Banker
Woodforest National Bank
01.2015 - 01.2020
Associate of Science -
Richland College
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