Customer Service Technician

Bilen Gedlom Affa

Springfield, Virginia

******@*****.***

Mobile: 571-***-****

Help-Desk Technician

●Certified CompTIA A+, and CompTIA Fundamentals IT Technician.

●BYTE BACK graduate: Obtained a strong academic background in IT combined with excellent hands on classroom experience

●Consistently recognized for technical troubleshooting skills used to rapidly and cost-effectively resolve challenging technical issues.

●Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, languages, tools and testing methodologies.

EDUCATION

BYTE BACK, Washington, D.C.

CompTIA IT Fundamentals Certification

CompTIA A+ Certification

NOVA, Alexandria Campus

ACCESS, Spring 2018

NORFOLK STATE UNIVERSITY, Springfield, VA

Bachelors in Mass Communications, August 2004 - December 2008

PROFESSIONAL EXPERIENCE

CTEC

Reston, VA

Temp - Department of State January 20 – Current

Help Desk Analyst

Handled 150+ daily inbound calls from PM/DDTC internal and external users while providing superior customer service as it pertains technical support.

Engage with the caller, researched and resolved issues/inquiries daily and noted detailed information

Maintained records of every of communication transaction in call tracking system, problems and remedial actions taken, and next steps and contacts to resolution; Log the information into the ServiceNow ticketing system.

FAIRFAX COUNTY

Glen Forest Elementary November 2013 – October 2018

SACC/ Tech Aide

●Provided technical support and troubleshooting to network, desktop, and/or systems hardware and software

●Assist with installation and maintenance of telephones, computer equipment and printers.

●Troubleshoot network issues. Work with staff and vendors to troubleshoot and report issues, test updates, and document changes.

●Installed and setup desktops, laptops, tablets, printers, credit card machines, set up projectors

●Created all newsletters, fliers, and production videos for the program.

●Performed helpdesk troubleshooting on laptops to revise connection and software issues trained other employees on use, safety and upkeep

●Developed inventory control system for students

●Installed/Updated all programs for edutainment on all devices

BRIGHT HORIZONS

Tysons Corner, Virginia January 2009 – September 2012

Client Relations Representative

●Strengthen client relations and experience either in person or via phone or email

●Enroll new clients into the center database, educate them on all aspects of company and curriculum

●Update and organize database and filing system for efficiency

●Collect Co-pay and keep records of all money, Opening/Closing Center

●Ensure all teachers are on schedule throughout the day by offering assistance when needed

●Being the face of the company at fairs and seminars by setting up booths and answering all questions regarding the benefits available

●Serves as a liaison between different sites and managing cross communication.

●Manages daily schedules of employees

ORGANIZATIONS

●WACC Mentorship Program – Mentor/Tutor, Present

●Thanksgiving Annual Football Charity 2012 – Co Founder, Present

●Student Union, Member Spring 2006 – Fall 2008, Member

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