Asset Management Customer Service

Name: Abebaw Bekele

*.Current Location: Annadale VA 22003

2.Is this candidate willing to relocate? No

3.Is this candidate a former College Board employee? No

a.If you answered yes, please provide the months and dates that they worked.

4.Is this candidate a former College Board contractor? No

a.If you answered yes, please provide the months and dates that they worked.

Summary:

•Abebaw is an IT Asset Management Specialist with extensive experience in maintaining SLA’s, productivity, quality, and customer service standards for deployment activities.

•Adept at processing orders and verifying fulfilment for inventory or IT purchasing, ensuring timely procurement, software licencing, account administration, mobile support, asset management, AV support, etc.

•Well versed with tracking and documenting detailed information in an incident management system (ServiceNow).

•Participated in software, hardware, and deployment process testing, identifying and addressing any issues to ensure successful deployments and perform Quality Assurance, ensuring accuracy and ensuring deployment inventory is properly tracked and documented in ITAM (IT Asset Management System).

•He is based in Annadale VA and is willing to work onsite in Reston VA.

Professional Experience

National Institutes of Health, Mar 2023 – Feb 2024

Asset Management / IT Specialist

•Monitoring and ensuring systems and programs are running appropriately to serve their clients, acting on incidents appropriately when they are detected.

•Ensure deployment inventory is properly tracked and documented in ITAM (IT Asset Management System).

•Tracking and documenting detailed information about each customer's service need in an incident management system (ServiceNow).

•Perform first-line support to determine service interruptions for desktop hardware, peripherals, and software applications.

•Properly escalating unresolved queries to the next level of support. Ensure proper recording, documentation and closure.

•Work closely With SCCM team to ensure that images are accurate and complete, including all software/configured properly, and signoff from department is obtained on image.

•Ensure team meets agreed upon SLA’s, productivity, quality, and customer service standards for deployment activities.

Department of Veterans Affairs, Aug 2020 – Mar 2023

Helpdesk Technician / Asset Management

•Processed orders and verified fulfillment for inventory or IT purchasing, ensuring timely procurement of necessary resources.

•Coordinated with the Inventory Team to perform Quality Assurance, ensuring accuracy and completeness of inventory data within the ITAM system.

•Participated in software, hardware, and deployment process testing, identifying and addressing any issues to ensure successful deployments.

•Account Administration, Mobile Support, Asset Management, AV support, etc.

•Provide helpdesk / technical support for local and off-site users. Manage and monitor problem tickets, analyze incidents and determine support required.

•Apply diagnostic techniques to identify problem, investigate cause and recommend solution.

•Document IT requests in the tracking system, record actions, and follow up on deferred actions, ensuring proper maintenance of incident records and contributing to adherence to SLAs.

•Coordinated with configuration or change management teams to deploy images on hardware, ensuring accurate configuration and setup.

•Coordinate with Inventory Team to perform Quality Assurance.

•Deep understanding of Microsoft 365 environment and have knowledge base around cloud services.

•Collaborating with team members on 0365 web-based services like Teams, SharePoint and OneDrive.

Maryland Dental, Non-Government, Silver Spring, MD, Jun 2019 – Mar 2020

IT Technician

•Diagnose, repair and maintain hardware and software components to ensure the smooth running of computer systems.

•Resolving employee username and password problems. Installing computer peripheral devices and Configuring network connectivity.

•Assisting employee with navigating around application menus.

•Resolving and closing service issue using online ticketing system.

•IT Technician responsibilities include installing and configuring computer hardware and being the primary point of contact for IT support within a company.

UNIDOS US, Washington DC, Jun 2018 – Feb 2019

Administrative Assistance

•Collaborated with executives and senior administration with the flow of information throughout organization.

•Sending daily briefing reports to the HR department and the Vise president at the start of every shift.

•Sorting and analyzing data from Excel spread sheet to further process it in making daily brief log.

Amazon US, Arlington VA, Jun 2017 – Feb 2019

Help Desk (Tier 1)

•Provides basic support and troubleshooting, such as password resets, printer configurations, break/fix.

•Attend customer requests through telephone, walkups or email to offer creative solutions to users’ computer issues.

•Resolve simple problems and escalate unsolved problems to the specialized IT support team.

•Training other staff members on troubleshooting and diagnosing problem.

•Logs incidents and service requests and maintains relevant records.

•Sorting and analyzing data from Excel spread sheet to further process it in making daily brief log.

Fountain condominium, Alexandria, VA, July 2016 – Jun 2017

Front desk Reception

•Answering a multi-line phone system and greeting and directing guests, as well as staff.

•Furthermore, duties include responding to complaints, service issues and other general questions or concerns as appropriate.

•Resolving and closing service issue using online ticketing system.

Education and Certification

Associate Degree in Information Technology, Northern Virginia Community College, 2016

IT Security Training, Per Scholas, Silver Spring, MD.

Network + and Security+ Certified, CompTIA.

Skills

Documentations Tools Windows XP, Windows 10, Windows 7, MS Office, MS Visio, JAVA, HTML, CSS, Adobe. Chrome; Safari; Firefox, MS Edge, Opera. Teams, Service Now.

Databases Sybase, MS SQL Server, Oracle, Rational Requisite Pro, Rational Clear Quest.

Project Management SharePoint, Quality Center, MS Outlook, AGILE, JIRA.

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