Janna Khoury

Improved user experience and resolved technical issues by efficiently managing and executing IT tickets via various channels, including Email, Microsoft Teams, and in-person interactions. Enhanced user access to Windows systems through effective user permissions management using Microsoft Active Directory, resulting in optimized system performance.

Proactively addressed and swiftly resolved IT tickets through Sysaid, leading to elevated user satisfaction for a user base of 450 individuals. Collaborated with engineering peers and management to catalyze innovative problem-solving, improving server, router, and VPN performance. This effort enhanced LAN/WAN/WLAN TCP/IP networks and promoted effective teamwork for superior connectivity and seamless data transmission.

Utilized Datto/Predictive IT tools to remotely access and troubleshoot technical devices, ensuring swift issue resolution for peripherals, SaaS, hardware, and software. Provided hands-on support to end users, addressing system information, changes, and VoIP (CXone) issues, thereby improving overall user experience and system efficiency.

Played a key role in overseeing and troubleshooting network wiring in the hub room, contributing to an enhanced, robust, and reliable network infrastructure. Developed and adhered to detailed policies and procedures for network and security, ensuring compliance and optimizing performance.

Executed intricate support for the configuration and installation of network devices, peripherals, hardware, and software, contributing to the continuous improvement and flawless operation of systems. Spearheaded the standardization and deployment of laptops, computers, and associated devices, resulting in an improved and uniform IT infrastructure.

Enhanced the integrity and functionality of IT resources by executing equipment repairs and replacements with precision, adhering to company practices and procedures for the users experience by swiftly executing tickets via Email, Microsoft Teams, or in-person interactions, resolving technical issues.

Addressed user inquiries and swiftly troubleshooted technical issues through various channels, including phone, email, and the ServiceNow ticketing system. Delivered timely and effective resolutions to ensure minimal downtime and minimize user disruption, executed between 20-50 tickets per day. Identified and diagnosed hardware, Windows 10, and network-related problems, applying advanced troubleshooting techniques or escalating issues to the appropriate IT teams for thorough investigation.

Maintained meticulous records of reported issues, solutions provided, and frequently encountered problems. Assisted in user account management, executing password resets, and managing access permissions via Active Directory for 320 end users. Conducted proactive system maintenance tasks and vigilantly monitored system performance.

Effectively communicated technical information in a clear and user-friendly manner to non-technical users. Provided comprehensive information and documentation for escalated tickets to ensure efficient problem resolution. Systematically diagnosed and executed solutions for hardware, software, and network issues, prioritizing efficiency to minimize downtime and uphold operational continuity.

Revolutionized information and documentation practices by implementing ServiceNow for escalated tickets, leading to streamlined and efficient problem resolution and increased productivity by managing 30-60 tickets per day. Galvanized user support through prompt responses to inquiries and resolution of technical issues via diverse channels like phone, email, or the ServiceNow ticketing system.

Ignited swift issue resolution by applying dynamic troubleshooting techniques or escalating challenges to the appropriate IT teams for thorough investigation. Utilized Splashtop software for remote access into end-user systems.

Enhanced overall proficiency and productivity by actively engaging with end users, providing education, and offering guidance on optimizing technology usage. Championed the fortification of critical data by executing and managing robust data backup and recovery solutions, resulting in improved business continuity.

Contributed significantly to the setup and configuration of Windows OS, hardware devices, including desktops and laptops and software. Demonstrated a commitment to continuous learning, adapting and mastering new systems to stay at the forefront of technological advancements.

Proactively addressed and navigated support inquiries from end-users via phone, email, or the ServiceNow ticketing system, serving as the primary contact for those facing technical challenges or seeking assistance with IT-related issues. Executed between 50-75 tickets per day.

Managed and resolved IT-related issues for 800 end users across multiple locations. Diagnosed user-reported issues and actively resolved technical challenges spanning hardware, Windows OS, software, applications, and network connectivity. Applied problem-solving expertise to uncover root causes and drive towards resolution.

Documented and strategically prioritized support tickets in the Servicenow system, ensuring precise documentation of user interactions, issue descriptions, and resolution steps. Utilized cutting-edge remote desktop tools to establish connections with end-users' devices, delivering hands-on assistance and troubleshooting as needed.

Contributed significantly to the setup and configuration of hardware devices, including desktops and laptops. Executed dynamic installations and configurations of Windows 8 applications to equip users with essential tools for their tasks.

Took charge of password reset requests and expertly oversaw user account administration. Facilitated transparent and effective communication with end-users, providing thorough updates on the status of their support requests.

Showcased unparalleled customer service skills and maintained a consistently helpful attitude. Played a key role in resolving network-related issues, actively addressing challenges such as Wi-Fi connectivity problems and investigating network connectivity, escalating intricate issues as needed.