Salah Amin Louali
29 East St Apt 1,VT
Summary
Proven User Support Specialist with a track record of enhancing system performance and customer satisfaction at Norwich University. Excelled in hardware and software configuration, alongside exceptional problem-solving and interpersonal skills. Increased efficiency through technical troubleshooting and customer needs assessment, demonstrating reliability and analytical prowess in fast-paced environments.
Overview
8
8
years of professional experience
Work History
User Support Specialist/IT Technical Support Specialist
Norwich University
06.2023 - Current
- Installed, configured and maintained computer systems and network connections.
- Monitored system performance to identify potential issues.
- Used ticketing systems to manage and process support actions and requests.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Tested new software and hardware prior to deployment.
- Offered assistance in implementing and developing training programs.
Computer Technician
Myself
09.2019 - 01.2024
- Used diagnostic tools to identify hardware failures and replace non-functional components.
- Performed troubleshooting to correct computer hardware and software malfunctions.
- Recommended new and replacement hardware and software purchases.
- Maintained office PCs, networks and mobile devices.
- Proved successful working within tight deadlines and a fast-paced environment.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
Store Manager
Metropcs Authorized Dealer
02.2017 - 08.2019
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Supervised guests at front counter, answering questions regarding products.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Managed inventory control, cash control, and store opening and closing procedures.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Education
Master of Science - Cybersecurity
Norwich University
Northfield, VT11.2024
Bachelor of Science - Computer Security Information Assurance
Norwich University
Northfield, VT04.2023
Associate of Science - Cybersecurity
Bunker Hill Community College
Charlestown, MA06.2021
High School Diploma -
Winthrop High School
Winthrop, MA06.2014
Skills
- Device Installation
- Customer Needs Assessment
- Help Desk Support
- Computer Diagnostics
- Technical Troubleshooting
- Problem-Solving
- Analytical Skills
- Decision-Making
- Excellent Communication
- Hardware and Software Configuration
- Reliability
- Organizational Skills
- Interpersonal Skills
- Technical issues analysis
Fitness training
I enjoy training for physical strength and health.
I train 3-4x a we4ek for 45min to an hour.
Timeline
User Support Specialist/IT Technical Support Specialist
Norwich University
06.2023 - Current
Computer Technician
Myself
09.2019 - 01.2024
Store Manager
Metropcs Authorized Dealer
02.2017 - 08.2019
Master of Science - Cybersecurity
Norwich University
Bachelor of Science - Computer Security Information Assurance
Norwich University
Associate of Science - Cybersecurity
Bunker Hill Community College
High School Diploma -
Winthrop High School
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