Khalil Panni
Summary
Service Desk Agent with 8 years of experience handling complex IT issues. A dedicated troubleshooter committed to resolving service problems with a strong customer service focus. An ambitious professional who excels under pressure and demonstrates empathy and support for clients in stressful situations.
Overview
15
15
years of professional experience
Work History
Onsite Support Technician
EBay Inc
Bellevue, WA
11.2022 - 09.2023
- Installed new components or replaced defective parts to restore functionality.
- Routinely inspected equipment for preventive and emergency maintenance needs.
- Completed scheduled appointments on time to drive quality service.
- Kept records of parts and equipment used in projects to update inventory.
- Provided technical support during operational updates and maintenance procedures.
- Provided operational and technical support for e-service issues via telephone, electronic communication and desk-side services.
- Created new accounts, reset passwords and configured access to servers and file management software for users.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Supported customers with online billing, access and account issues.
- Maintained records, logs and lifecycle documentation of work requests.
- Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
- Devised incisive workarounds and resolutions for IT-related problems.
- Maintained positive working relationship with fellow staff and management.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Evaluated software or hardware to recommend improvements or upgrades.
- Oversaw daily performance of computer systems.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Collected, analyzed and reported on data for use in operational planning.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Conferred with staff, users and management to establish requirements for new systems or modifications.
- Entered commands and observed system functioning to verify correct operations and detect errors.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Inspected equipment and read order sheets to prepare for delivery to users.
- Supervised and directed workers engaged in installation of data communication equipment and software.
- Maintained audit trail and statistical records of problems and conditions reported by client.
- Identified support trends from calls and reported information to management to help coordinate proactive responses.
- Identified ways to streamline common requests and improve support processes to better serve customers' needs.
- Followed up on outstanding technical concerns to affect timely resolutions and restore customer confidence.
- Supported, tested and wrote help documentation for company software products.
Service Desk Analyst
Agiliant
Bellevue, WA
02.2021 - 07.2023
- Routed, tracked and managed client's service desk tickets from inception to close and documented issues and results.
- Analyzed, prioritized, researched and solved IT problems to achieve complete resolution for customers with minimal productivity loss.
- Uninstalled and reinstalled basic software applications, resolved username problems, verified proper hardware and software setup, resolved network connectivity issues and corrected email irregularities.
- Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.
Help Desk Analyst
Starbucks Coffee Company
Seattle, WA
05.2018 - 10.2020
- Advised customers and users on required maintenance practices for diverse software systems to support OEM warranty requirements and industry best practices.
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
- Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
- Developed and maintained positive customer relationships resulting in increased account services and expansion.
Helpdesk Analyst
Teksystems/Boeing
Bellevue, WA
10.2014 - 09.2016
- Advised customers and users on required maintenance practices for diverse software systems to support OEM warranty requirements and industry best practices.
- Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
- Created new accounts, reset passwords and configured access to servers and file management software for users.
- Conducted end-user training and provided technical support on hardware, software and network issues.
Customer Support Specialist Intern
Zillow
Seattle, WA
01.2014 - 07.2014
- Interviewed clients to obtain vital case information and support associates.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
- Upheld high standards of customer services by responding to inquiries, needs and problems.
- Consulted with customers to determine best methods to resolve service and billing issues.
Audio Producer
KBCS-FM Radio Station
Bellevue, WA
09.2008 - 09.2011
- Managed and worked with Broadcasting Assistants, Presenters and Radio Programmers.
- Used Adobe Audition to edit broadcast recordings for pre-recorded shows, podcasts, and promotional purposes.
- Managed and organized Broadcast Release forms.
- Trained and evaluated the work of new employees.
- Accomplishments: Created a file system for back-up show recordings to track and ensure all show had a back-up recording prepared.
Education
Bachelor of Science - Healthcare Informatics
Bellevue College
Bellevue, WA11.2023
Certification - KBCS Basic Broadcasting Course
Bellevue College
Bellevue, WA2010
IT applications, Communications, Professional Skills and Writing -
Bellevue College
2008
Skills
Helpdesk Analyst:
- Technical Troubleshooting
- Software upgrades
- Hardware diagnostics
- Call center experience
- Computer maintenance
- Hardware upgrades
- Hardware configuration
- Application installations
- Windows XP/Vista
- Service desk support
- Software debugging
- LAN/WAN
- Customer support needs assessment
- Reliable and trustworthy
- Organization
- Troubleshooting Network Issues
- Organizational Skills
- Multitasking and Prioritization
- Training Materials Development
Sound Engineering:
- Sound editing
- Audio mixing
- Sound design
- Setting up microphones
- Audio production
- Recording equipment operation
- Equipment maintenance
- Voice recording
Volunteer Experienace
Got Green, Seattle, WA, 9/2008 – 9/2013
Member of Board of Directors
· Got Green is an organization that leads community organizing efforts,
public policy advocacy, and job training programs to ensure that the benefits
of the green economy are widely available to low income communities of color
· Responsibilities included making policy decisions and managing the direction of the organization
KBCS-FM Radio Station, Bellevue, WA, 9/2007 - 4/2011
Youth Reporter
· Volunteered as a Youth Journalist in the Public Affairs Department
Accomplishments
- Consistently maintained high customer satisfaction ratings.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Your daily life is your temple and your religion.
Kahlil Gibran
Timeline
Onsite Support Technician
EBay Inc
11.2022 - 09.2023
Service Desk Analyst
Agiliant
02.2021 - 07.2023
Help Desk Analyst
Starbucks Coffee Company
05.2018 - 10.2020
Helpdesk Analyst
Teksystems/Boeing
10.2014 - 09.2016
Customer Support Specialist Intern
Zillow
01.2014 - 07.2014
Audio Producer
KBCS-FM Radio Station
09.2008 - 09.2011
Bachelor of Science - Healthcare Informatics
Bellevue College
Certification - KBCS Basic Broadcasting Course
Bellevue College
IT applications, Communications, Professional Skills and Writing -
Bellevue College
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