Help Desk support Technician

BINIYAM SIRAJ AHMED

Energetic young, with versatile skills in Information Communication Technology field and 10+ years of work experience.

************@*****.*** Cell: 240-***-**** www.linkedin.com/in/biniyam-siraj/ TECHNICAL SKILLS:

Web help desk by solarwinds, Microsoft SCCM, Active directory and group policy, Microsoft HyperV technologies, ITIL, ticketing systems, Citrix, IBM LotusNotes, MS Outlook, MS Lync, Office 365, SharePoint, asset management, SLA, databases, SQL, IP telephone systems, VTC devices, VSAT, VPN, NAS, Dell and HP PCs, Microsoft and Mac operating systems, LAN, WAN, Cisco and HP switches, network printers, remote desktop tools, cloud services, Skype, zoom, Live webcasting, Symantec end point antivirus, website mastering, firewall, windows 7/8/10, Audio Visual, Migration, Dell and HP servers, workstation, disaster recovery operations, Smartphone Apps.

ACHEIVMENTS

ü Migrated more than 500 XP clients to windows 8.1 in a full institutional scope. ü Successfully migrated enterprise windows server 2008 R2 to windows server 2012 R2. ü Worked under a strict SLA maintaining high service standard and customer satisfaction. ü Designed and installed LAN networks for 198 schools. ü Analyzed and tested cost effective systems and tools to replace proprietary ones, resulting a reduced cost of 5 % of annual IT budget.

PROFESSIONAL EXPERIENCE:

International Committee of the Red Cross (www.icrc.org) March 2012 – Feb 2017 Sr. IT Technician

• Provided first point of contact, help desk support together with one junior IT technician, for more than 500 computer users handling 30 to 50 calls daily at a rate of 90% ticket closure at first call.

• Utilized web help desk by SolarWinds for ticketing, incident tracking and escalation.

• Administered Active directory Domain Controller of a distribution server.

• Provided remote assistance for two other sites through VPN, Citrix, Configuration manager, Lync.

• Coordinated with regional system administrators and participated in network and system upgrades (that requires working in non-standard hours).

• Monitored and maintained the WAN and LAN network.

• Ran daily and weekly backups.

• Imaged and/or configured between 10 and 20 machines daily, i.e. desktop, laptop, network printer, switches, smart phones.

• Diagnosed and repaired hardware and software issues.

• Configured PBX Phones, Sat Phones, NASs, and other peripherals.

• Met weekly with management to capture user requirement and report on project and deployment progress.

• Prepared regular status reports; provided input into the systems budget for the office.

• Provided PC and application usage training for new employees as well as advanced trainings for existing staffs; prepared supplemental supporting documentation upon application migration.

• Coordinated timely repair of computer hardware with outside vendors, including tracking repair call logs, monitoring inventory levels, verifying bills/invoices, etc. BINIYAM SIRAJ AHMED PAGE 2

PROFESSIONAL EXPERIENCE CONT’D

Internet Society (www.isoc.org ) June 2013 – Jan 2017 IT Support Consultant

• Provided direct, routine technical advice/support, troubleshooting assistance, problem resolution, and responses to inquiries through telephone and remote desktop support tools on Mac and Microsoft OS.

• Assisted with determining and defining the support impacts of new technology and software upgrades

• Built and captured a knowledge base on software and hardware processes and procedures.

• Applied working knowledge of software with emphasis on office 365, Outlook personal folders, address books, shared mailboxes and calendar, web applications and open source tools.

• Ran patches and updates as needed.

United Nations Development Program (UNDP/UNV) JAN 2008 – JAN 2012 SchoolNet Project coordinator/IT Specialist (For Ministry of Education, www.moe.gov.et )

• Coordinated the planning, implementation and reporting aspect of ICT activity of the project.

• Designed, developed and mastered the project website.

• Imaged and configured new Desktop and Laptops with Windows XP distributed to beneficiaries.

• Kept detailed tracking logs for equipment and inventory of the project assets.

• Set up net meetings and video conferences on demand and conducted live streaming.

• Worked with a team of 12 people in a dynamic atmosphere to complete project timely

• Traveled to regional sites to perform LAN network installations, train users, and monitor the project activity.

EDUCATION:

Master of Science in Information Systems, 2005 -2007 Bachelor degree in Mathematics, 1999 -2003

Contact this candidate