Desktop Support Technician
Resume:
MEHERET ASFAW
Washington D.C. 20002
SUMMARY:
A very focused and driven IT professional with 7 years of experience providing high quality support to clients. Ability to work effectively in and out of professional office environments while using my knowledge and problem-solving skills to provide exceptional service to any organization or client.
EDUCATION:
A.S., Information Technology, Prince George’s Community College 2017- Present
CERTIFICATIONS AND TRAINING:
CompTIA A+ Certification
CCNA Certification
EXPERIENCE:
CCAoA Sep 23 – Present
Desktop Support Technician
Provide a high level of professionalism and customer service.
Timely, accurate, thorough, and professional follow-up on all Incidents.
Participated in the planning and execution of IT projects, including system upgrades, migrations, and deployments, to enhance infrastructure stability and performance.
Coordinated with vendors and third-party service providers to resolve resolution and minimal impact on business productivity.
Developed and delivered training programs to educate staff on the use of software applications and adherence to IT security policies.
Accurately triaging/assigning/escalating tickets per current processes and standards.
Responsible for the technical support assisting end users with their day- to-day technical duties and issues.
Answer queries on basic technical issues and offer to solve them.
Configure, install, and support PC hardware, laptops, printers, hardware and software.
Utilizing ServiceNow to troubleshoot tickets, close tickets out and escalate if needed
Accepts delivery of equipment and supplies and performs necessary inventory and storage tasks.
Oversight and control of all IT resources throughout the asset’s lifecycle from purchase to final disposition.
Adding permissions to users accounts within Active Directory and enabling/reenabling accounts.
Audit inventory and systems for accuracy and accountability.
Department of Interior Sep 21 – Sept 23
Desktop Support Technician
Provide technical support to about 45-50 VIPs and VVIPs and address all second level tickets/incidents from ServiceNow ticketing system.
Skillfully configured and operated sound and video equipment essential for conducting high-profile meetings and presentations, ensuring seamless audiovisual performance.
Led the conversion of AV rooms equipped with Crestron systems, overseeing the upgrade process to Poly systems, resulting in enhancing functionality and improved user satisfaction with the updated technology.
Provided hands-on assistance to clients in recording, saving, and uploading meetings conducted in conference rooms, facilitating efficient archiving and sharing of important content.
Proficiently installed and maintained audiovisual systems, including Poly systems, in conference rooms across the Department of Interior (DOI) building, enhancing communication and collaboration capabilities.
Providing support for Windows 10 and 11 issues such as mapping network drives, resetting passwords, resetting display and fixing time issues, entering command prompts to resolve issues.
Diagnoses and resolves hardware and software problems for end-users in-person and on the phone.
Performs moves, adds, and changes of IT equipment as needed.
Configure, install, and support PC hardware, laptops, printers, hardware and software.
Reimage/tech refresh laptops as well as maintaining a pool of loaner laptops available and ready for use.
Ran visual, audio and signal testing daily in the conference rooms to ensure a high quality experience
Assist clients with recording, saving and uploading meetings in the conference rooms.
Provide a status on service requests for users either through Service Now or direct follow up communication.
Imaging Windows 10 and Windows 11 devices using SCCM.
Provide timely acknowledgement of service requests, problem identification, root cause analysis, escalation, resolution, and closure for all service requests.
Manages the maintenance of records and databases containing information regarding licenses, warranties, and service agreements for the organization’s hardware.
Utilizing ServiceNow to troubleshoot tickets, close tickets out and escalate if needed.
International Foundation for Electoral Systems Sep 17 – Sep 21
IT Support Specialist
Spearheaded IT operations for an organization of 600 employees, initially as part of a two-person team, and subsequently as the sole IT specialist following the passing of my supervisor.
Acted as the primary point of contact for all IT-related matters, demonstrating great problem-solving skills and resourcefulness in resolving issues promptly.
Managed a wide range of IT responsibilities, including but not limited to AV support, Sharepoint website development, user account creation, and computer imaging.
Installed, configured, serviced, repaired, and maintained Information Technology systems in both a stand-alone and client-server environment, including MS server, Defense Message Systems, and other authorized information technology systems.
Installed, configured, serviced, repaired, and maintained hardware and software for network services, storage networking devices, and servers.
Installed, optimized, and troubleshot Local Area Networks. Internet Protocol version 6 (IPv6), Enhanced Interior Gateway Routing Protocol (EIGRP), Virtual Local Area Networks (VLANs), Virtual Private Networks (VPNs), and Network Address Translation (NAT).
Reset passwords, Created accounts, security groups and distribution groups within Active Directory.
Troubleshot tier 2 & tier 3 incident requests then updated and resolved it
Assisted with Active Directory, Group Policy, and company-specific software.
Adding users, controlling access to document libraries, and setting permissions within SharePoint.
Provided desk-side and remote support for laptops, desktops, printers, and other devices.
Provided software support for Microsoft Windows operating systems (Windows 7, 8, and 10), Apple operating systems (MacOS 10.10 to 10.14), and Microsoft Office Suite applications.
Helped manage Active Directory by creating, deleting, or modifying accounts.
Managed and assign licenses using Office 365’s Admin Center.
Designed & developed site collections including SharePoint entities such as Libraries, Lists, and Web Part Pages.
Performed functional administrative tasks in SharePoint such as run audit logs and manage exchange server.
Built workflow forms using SharePoint Designer, and PowerApps/Flow.
Identified and research issues that could have a wide impact and escalate it to management.
Managed Canon production printers by replacing toner(s) and troubleshooting errors.
Contacted vendors such as Dell and Lenovo for replacement parts or Depot services.
Utilized PlumSail ticketing system to create, organize, and resolve 20 tickets daily.
Assisted with managing accounts in Microsoft Azure/Intune.
Aided users in setting up video conferencing software like Skype, Zoom, and Microsoft Teams.
Managed and create accounts within DocuSign.
International Foundation for Electoral Systems Feb 17 – Sep 17
IT Intern
Provided technical support for 400+ users and ensured proper maintenance of workstations, printers, and peripherals.
Upgraded PCs from Windows XP to Windows 7 via Re-imaging.
Replaced/Installed PCs and Printers and/or their components.
Installation and repair of Desktop/Laptop/Server hardware and peripherals.
Installation/Troubleshooting/Configuration of software such as Microsoft Office Suites.
Completed various help desk tickets involving printer, software, and hardware issues.
Responded to user requests and expediently resolved trouble tickets to maximize system up-time.
Managed, prioritized, and completed multiple tasks assigned to me.
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