Summary
Overview
Work History
Education
Skills
Timeline
Generic

Khalid Ben-Cherqui

Boston,MA

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

3
3
years of professional experience

Work History

Service Desk Analyst

Bell Integrations(MSKCC)
12.2022 - Current
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Devised solutions to operations issues related to HIS and CIS, working closely via phone, email, live chat and web teleconference.
  • Retained existing clients and developed 100% new accounts by extending high quality and efficient support service.

IT Support Specialist

Boston Globe Media
10.2022 - 11.2022
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
  • Answered questions and provided information to customers about new software or hardware.
  • Determined hardware and network system issues using proactive troubleshooting techniques.
  • Provided technical support to VIP clients.
  • Resolved system, hardware and telephone issues within 1 hour, improving efficiency among departments.

Information Technology Project Manager

Bookkeepers +
09.2021 - 09.2022
  • Worked closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose.
  • Coordinated with management teams to plan, develop, align and execute strategies that would meet client's vision, mission and purpose.
  • Interviewed, hired, trained and mentored 2 staff by coaching daily, leading performance reviews and offering constructive feedback.
  • Created clones, images, templates, snapshots, resource allocation, resource pools and system monitoring by applying subject matter expertise of VMS file system.
  • Managed program and provider separations during corporate split.
  • Facilitated best user experience through continuous support, training classes, webinars, improvements and communication of system changes.

Information Technology Help Desk Technician

TeamLogic IT
07.2021 - 09.2021
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Monitored systems in operation and input commands to troubleshoot areas.

Education

Certification - Introduction To Front-End Development

Coursea
Remote
01.2023

Associate of Science - Computer Science

Bunker Hill Community College
Charlestown, MA
01.2021

Skills

  • GoToAssist
  • Virus Protection
  • Security Certification
  • Microsoft Certification
  • Hardware Evaluation
  • ServiceNow
  • Ms Office
  • Goverlan
  • Jira ticket system
  • OS 365

Timeline

Service Desk Analyst

Bell Integrations(MSKCC)
12.2022 - Current

IT Support Specialist

Boston Globe Media
10.2022 - 11.2022

Information Technology Project Manager

Bookkeepers +
09.2021 - 09.2022

Information Technology Help Desk Technician

TeamLogic IT
07.2021 - 09.2021

Certification - Introduction To Front-End Development

Coursea

Associate of Science - Computer Science

Bunker Hill Community College

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Khalid Ben-Cherqui