Management Specialist It Infrastructure
Resume:
Telecom Maintenance and Support Specialist
www.ethiotelecom.et
Addis Ababa, Ethiopia
**/**** – 05/2022
Advanced IT Infrastructure Management Specialist
Addis Ababa, Ethiopia
******.**********@*****.***
Addis Ababa, Ethiopia
05/2022 – Present
www.ethiotelecom.et
Advanced IT Infrastructure Management Specialist
Professional Experience
www.linkedin.com/in/gebreyesus-gebrerufael
Gebreyesus Gebrerufael Kidanu
• Orchestrated the implementation of IT infrastructure management practices, reducing system downtime by 9% and increasing server availability by 13%.
• Led a comprehensive infrastructure optimization initiative, improving overall system performance by 20% and reducing operational costs by 15%.
• Negotiated and managed vendor contracts, achieving a 15% cost reduction while maintaining service levels and ensuring vendor compliance.
• Formulated and implemented a robust disaster recovery plan, reducing downtime by 25% during system failures.
• Conducted system health checks and preventive maintenance, increasing system availability to 99.9%.
•
• Created and revised documentation for customer support processes and procedures, resulting in a 21% improvement in user inquiries.
• Reviewed technical support procedures and process data to identify areas for improvement and address delays, leading to a 7% improvement in delay resolution.
IT Application Support Administrator
www.ethiotelecom.et
Addis Ababa, Ethiopia
02/2019 – 05/2021
• Set up and managed group policies and user accounts in Active Directory and Microsoft Office 365, mitigating security risks by 37%.
• Trained new technology support staff, creating processes for common customer issues, resulting in a 7% improvement.
• Provided technical support and self-help documents to over 500 users, reducing complaints by 23%.
• Troubleshot network connectivity, software, hardware, and other system issues, increasing customer satisfaction by 12% and reducing complaints by 63%. Contact Center Advisor
www.ethiotelecom.et
Addis Ababa, Ethiopia
07/2014 – 02/2019
• Directed daily customer inquiries and resolved issues by handling over 280 incoming calls, achieving a customer satisfaction rate of 99.96%.
• Drafted information, complaints, and suggestions to supervisors, reducing complaints by 26%.
Education
Alpha University
MBA in Project Management
Addis Ababa, Ethiopia
02/2018 – 08/2020
Debre Berhan University
B.Sc in Information Technology
Debre Berhan, Ethiopia
11/2009 – 06/2013
Skills
• Operating Systems: Linux, Ubuntu, Windows
• Database: MySQL, Oracle, Microsoft SQL Server
• Programming: C++, PHP, Python, JavaScript, HTML, CSS, Java
• Scripting: Bash, Python, PowerShell
• Server Management
• Network Administration
• Customer Service
• Project Management
• Technical Support
• Teamwork
Certificates
• Google IT Support Professional
• Huawei Taishan Server Administration
• UME Elasticnet
• Cybersecurity Introduction to Internet of Things
• AWS Educate Introduction to Cloud 101
• NDG Linux Essentials
• Huawei Fusion Sphere 6.X Deployment and Management
• Cloud Computing
• Huawei Database Basics
• Oracle Certified Foundation Associate
Awards
• Appreciation Certificate, Tigray Region Leader: Volunteered during a summer program, providing training and tutoring to students and adults.
• Appreciation Certificate, Debre Berhan University: Volunteered by providing training, tutoring, and encoding district data files into a database.
• Best Performer of the Year, Ethiopian Telecom
Contact this candidate