Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Laila Alzubi

Denison,TX

Summary

Dynamic IT professional with a proven track record at Choctaw Nation, excelling in technical support and achieving an 80%+ First Call Resolution rate. Skilled in Active Directory and remote desktop support, I deliver exceptional customer service and training, ensuring seamless user experiences and effective problem resolution across diverse environments.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Help Desk Technician

Choctaw Nation
10.2023 - Current


  • Provided technical support to users across a 12,000-employee organization in government, healthcare, and commerce sectors, adapting to varying daily support needs and resolving a wide range of technical issues.
  • Maintaine an FCR (First Call Resolution) rate of 80%+ with Cherwell ITSM, exceeding the team target of 60%.
  • Provided remote troubleshooting and technical support for hardware and software systems, including laptops, desktops, POS systems, thermal printers, mobile devices, and desk phones.


IT Field Support Technician

Wilson N. Jones Regional Medical Center
02.2023 - 10.2023
  • Supported and trained users during EMR system go-live, ensuring a smooth transition.
  • Provided troubleshooting for PCs, peripherals, and hospital applications across campus.
  • Maintained user network access and delivered system training to staff.

Field Sales Representative

AT&T
10.2022 - 01.2023
  • Reviewed customer accounts, identified needs, and recommended tailored solutions to improve satisfaction and retention.
  • Assisted customers with technical issues related to cellular devices, including troubleshooting and resolving network connectivity problems.
  • Provided clear communication and support, ensuring a positive customer experience throughout the sales and support process.

Education

Associate of Science - Cyber Security

Southern New Hampshire University
Hooksett, NH
03-2026

Skills

    Active Directory

    Remote desktop support

    Hardware troubleshooting

    Software troubleshooting

    POS systems

    Microsoft applications (Office Suite)

    AD Manager

    Azure

    Customer service

    Training and end-user support

    Problem solving

    Documentation skills

Certification

CompTIA A+

Timeline

Help Desk Technician

Choctaw Nation
10.2023 - Current

IT Field Support Technician

Wilson N. Jones Regional Medical Center
02.2023 - 10.2023

Field Sales Representative

AT&T
10.2022 - 01.2023

Associate of Science - Cyber Security

Southern New Hampshire University

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