TEBEBE HIRUY

**** *** ***** ** **** *

San Diego, CA 92126

650-***-****

ac6f42@r.postjobfree.com

https://www.linkedin.com/in/tebebe-hiruy-ab3b1170/

SUMMARY

A highly motivated, results-driven, and creative senior IT professional with extensive experience in technical operations, applications management, help desk operations, security analysis, account management, implementations, policies and procedures, troubleshooting, training and mentoring, and internal auditing. Additional proficiencies include hardware and software, end-user support, schedule management, and process improvement. A resourceful and versatile proven performer who enables an organization to impact and enhance business capabilities, generate top-performing solutions in a quick and timely manner, and achieve and surpass goals and objectives.

EXPERIENCE

FRAGOMEN DEL REY, Santa Clara, California

IT Support Technician/Security Team, 2015-Present

Created account in AD and added to correct security groups, printers, network, and resources. Enabled, disabled, and reset accounts. Identified and accessed control. Performed cross platform audits of AD objects and user permissions.

Introduced use of security metrics mitigating vulnerability by analyzing historical threats, addressing risks, gaps, and violations, and implementing improved protocols.

Trained 500 end-users on security processes, procedures, and risks. Updated security software on Citrix servers to stay up to date. Reduced ransom/virus attacks by 80%.

Troubleshot printers, PC and Mac computers, mobile phones (iOS and android), thin clients, desktops, and network issues. Re-imaged desktops and laptops.

Led Citrix administration. Configured Citrix farms, troubleshot server issues, and disabled/enabled log on problematic servers. Disabled software’s causing latency. Utilized Citrix XenDesktop and Citrix XenApp. Worked with both thin client and fat client environment.

Configured remote login for users through either VPN or RSA. Troubleshot remote login issues. Directed log ticket in ServicNow ticketing system.

Oversaw troubleshooting of apple and Android phones and set up mail via MobileIron.

Conducted internal audits of Intercall and WebEx accounts. Saved firm of $500,000 by eliminating duplicate, ex-employee and non-active Intercall, and WebEx accounts.

HEWLETT-PACKARD, Santa Clara, California

Senior Technical Support Engineer, 2008-2015

Oversaw access control.

Created, deleted, and updated accounts in Active Directory (LDAP) based on user entitlement.

Added and removed users from security groups.

Enabled, disabled, and reset passwords and ran user reports for project managers. Deleted and reset user profiles.

Troubleshot e-discovery application, Citrix Server, and database latency issues.

Ran DB health check in SQL Server Management Studio.

Investigated reason for DB lag/blocking and resolved issue, rollback, and restarted server.

Disconnected hung sessions, added/installed Citrix server to Citrix server pool, and troubleshot any Citrix server issue by identifying PID causing issue and resolve.

Identified and brought back down servers (trace routes, ping). Investigated server logs to determine the reason. Led query optimization and provided efficient search method. Installed patches and fixes. Oversaw imaging.

Implemented and removed addition and removal Metadata fields from DB table, edit case config files. Read application, server, transaction, and logs for errors and resolved. Led task of implementing hardware/software upgrades.

Managed client hosted (E-Vantage) product throughout life cycle (installation, configuration, processing, review, production) including troubleshooting, patches.

Assisted end-users in daily usage of hosted product, including processing, reviewing, searching, metadata exporting, printing, uploading, redacting, production, and fixing any issue. Recorded in ticketing system (Jira).

Developed knowledge base online training materials, trained new employees, and briefed organization policies.

ADDITIONAL EXPERIENCE

INTUIT, Menlo Park, California, Technical Support Tier II, 2006-2008. Assisted first-tier support and small businesses in resolving advance issues related to installation, functionality, and compatibility of software within specified E.T.A. Troubleshot diverse issues by utilizing various tools and software (process explorer, stdout, trace route, remote assistant) and email issues. Set up POP3 and SMTP. Performed software updates and patches that rollout by coordinating with other departments like development, database, and engineers. Identified and disabled incompatible programs preventing software from installing, launching, updating (Internet security, firewall, adware), and debugging.

SONY COMPUTER ENTERTAINMENT, Foster City, California, Technical Support Rep, 2004-2006. Provided initial technical support in timely and professional manner via email and phone for hardware, software, and network issues. Led diagnosis of product issue, bug detection, installation error, and system error. Configured and troubleshot online connectivity issue, pinged and ran trace routes, and obtained mac address. Assessed and recorded customer information, problem, and resolution into CRM (Siebel) and Database (Oracle). Troubleshot DNS, DNAS, POL, and authentication issue. Managed Id customer configuration, dynamic or static IP address, PPPoE, and troubleshot. Aided customers and set up LAN connection, home gateway/network.

DYE PROBE, INC., San Diego, California, System Administrator/Desktop Support, 2003-2004. Created new user account and set up user permission. Oversaw database management, retrieved data queries, created forms and report for management, and conducted presentation. Supported users by performing technical tasks such as installing, configuring, maintaining, troubleshooting, and repairing of desktop computer hardware and software and network printers. Prepared system documentation, RFP, and system specification. Conducted user training on variety of applications and wrote manual for future reference.

EDUCATION

SAN JOSE STATE UNIVERSITY, San Jose, California

B.S., Business Administration, Concentration in Management Information System (M.I.S), 2004

TECHNICAL SKILLS

Windows 8.1 and 10 and Office 365 / Office 2016 (Word, Excel, Access, PowerPoint and Outlook, HTML, XML, Citrix XenDesktop, Citrix XenApp, DHTML, CSS, SQL, Oracle8i, Linux, SharePoint 2013, Active Directory, Proofpoint, SaaS, Cloud Computing, VMware, Citrix Server, RSA, MobileIron, Lotus Notes 8.5, POP3

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