Desktop Support System Administrator

ABIY ALEMU ETICHA

***** ***** **** ***, *****, VA 20105 • 571-***-**** • 571-***-****

************@*****.*** • ******@******.***

****.*****@***************.*** • *.*****@*****.***

****.******@****.***, *****@***.***

EXPERIENCED INFORMATION TECHNOLOGY SPECIALIST

Principal/System Administrator • IT Service Delivery Lead • IT Specialist • IT Security Specialist

Network Configuration • Cloud Migrations • Cyber Security • Identity Access Management (IAM)

Enhanced Service Quality • Migrated Devices • Reduced Security Risk • Improved User Satisfaction

Active Directory • Risk Management • Operating System Installation • Technical Troubleshooting

WORK EXPERIENCE

Atos, North America - Washington, DC April 2019 - present

IT Specialist, Contractor, Bill & Melinda Gates Foundation, Washington DC Office

●Provide and participate in InfoSec Security awareness Training

●Handle and Participate QA of user client machines, QA machines, Printing Services and Software’s

●Monitor Audit loges

●Review User privileges and user Access permission

●Monitor and Check Device Compliance

●Define user login Information’s (User Credentials, Passwords, )

●Define MFA and install and setup

●Participate and work as a Team – Monitoring and testing any data or breaches in the system

●Monitor and Manage Device and Software Updates, Patches, and others

●Monitor and Check Network / Internet bandwidth and its utilization

●Monitor, Check and Identify Risks and any vulnerabilities

●Enabled implementation of ~ 300 workstations and 12 AV Systems and Meeting Rooms.

●Integrated a cloud-based Office 365 platform to enhance collaboration.

●Configured, installed, and performed troubleshooting for critical software, platforms, and systems, enabling a robust technical system for all employees.

●Improved security by incorporating a 2-factor authentication process with Duo Mobile.

●Streamlined the daily IT support with Zendesk Ticketing System and follow up.

●Enhanced disaster recovery by managing user data backup on Cloud servers.

●supporting enterprise Microsoft technologies to include Active Directory, DNS, Certificate Authority, Federation Services and Email Systems.

●Supporting and participating Azure AD Management

●Monitor and Manage system patches/updates

●Push, Install, update, and maintain supported systems as necessary.

●Support and assist Xerox network Printing services

●Support and Manage Xerox Workspace Cloud Printing services.

●Manage and supervise Data center (Routers, Switches, HVA, Racks, Security gears, AV gears ….)

●Participate and supporting Executive leadership

●Lead a team of Regional Offices - support of customer IT support.

●Develop IT Policy, procedures to provide targeted support to perform repair, reimage or replacement of assets needed to ensure cyber compliance.

●Manage Organization IT Assets – Using Asset Management System

●Ensure Desktop Support technicians are adhering to schedule; performance; process adherence; and ticket documentation requirements.

●Address any immediate customer issues and elevates any problems to the Desktop Support Manager to resolve any customer issues.

●Perform hardware and software diagnostics.

●Coordinate needed hardware and software repairs and resolve computer system problems including coordination between users. and components of a local area network.

● Manage and lead the day to-day IT Service operations / Tickets / mange Over all IT systems and performance

●Provide Technical Advice for IT Director

●Collaborate with Operation Team and Other Technical team / Departments to address and manage IT issues.

●Responsible for managing, tracking, review and closing tickets.

●Mange problems and classify ticket level, arrange according to priority and address problem, request and/or issue.

●Provide and Present Monthly IT reporting – Using Power BI and other Tools

●Prioritize IT issue and assign Techs accordingly

●Handle any IT complaints and resolve accordingly

●Ensures and promotes end-user satisfaction

●Work and assist IT Manger in Planning IT Services

●Manage and lead ServiceDesk Techs and provide appropriate guidance

●Mange and successfully completed 130 On-boarding New hires AD user credentials setup and supported all new hires to login and access resources.

●Leading a weekly Service Desk Ticket Review and made sure in healthy status.

●Support and participate in administration of Azure and M365 environments.

●Collab platforms: Teams, Box, ShareFile, OneDrive, Dropbox …. etc.

●Participate in on-call and after-hours rotation schedule.

●Maintained 1,000+ Windows computers and peripherals, including configuration/monitoring.

●Migrated 500+ mobile devices to Intune management.

●Yielded a 99% increase in IT service delivery quality.

●Migrated upwards of 1,500 AD accounts to Azure Portal.

●Spearheaded the successful installation of 500+ workstations.

●Generated a 25% reduction in IT service costs.

●Achieved a 99% improvement in IT process efficiency.

●Increased personal satisfaction to 100% by effectively decreasing customer complaints.

●Increased Number of Mobile Usage and MFA by 99%.

●Cut organizational risks and vulnerability by 75%.

●Increased Cyber Security and Phishing Awareness Training to 550 by the year 2021.

●Reduced phishing attempts to less than 5%.

CGNET International Inc.

The David & Lucile Packard Foundation as a contractor Jan 2012 - present

IT Consultant/System Administrator/Network Administrator, Africa Office

Managing Clients Entire Technology Ecosystem Managed Services IT Consulting Networking Outsourcing Backups Business Continuity Cloud O365 Leads IT service

IT Tech Technologies April 2019 - present

Owner & President

Managing Clients Entire Technology Ecosystem Managed Services IT Consulting Networking Outsourcing Backups Business Continuity Cloud O365

CGNET California - Bill & Melinda Gates Foundation Africa Office Feb 2013 - March 2019

System Administrator/AV System Technology Support Foundation

●Maintained and administered corporate networks and critical tech infrastructure.

●Resolved technical issues by troubleshooting customer tickets on time.

●Played an active role in the IT support team and shared issues and discussed them.

●Established positive relationships with IT teams and program units, customs, and partners.

●Monitored office network system, printing services, Microsoft Office system, and local server.

●Installed and configured laptops, network devices, mobile, and hardware accessories.

●Capitalized on technical expertise and strong deductive reasoning skills in addressing and applying corrective actions to systems and networks problems.

●Resolved complex desktops, printers, laptops, and computer peripherals hardware problems.

●Leveraged expertise in systems pulling, placement, termination, testing, and labeling.

●Set up enterprise local area network (LAN) and wide area network (WAN).

●Improved security by assisting the HQ Network team in upgrading firewall devices.

Prior Experience:

ChildFund International, IT Manager

Heineken International, IT Manager

ACDI/VOCA International, IT Officer

ActionAid international, IT Assistant

EDUCATION

The George Washington University - Graduate Student – Cybersecurity and Compliance @– On Progress Expected Graduation Date – December 2023

HiLCoE School of Computer Science and Technology, Ethiopia

Bachelor of Science, Computer Science

TECHNOLOGIES & CERTIFICATIONS

Programming Languages: C++ • Visual Basics

Operating Systems: MS Windows (Advanced Server 2016/2012/2008/11/10/8/7 & Vista)

Mobile Device - iOS • Android

Software & Systems: Microsoft Office Suite • O365 • Microsoft Outlook • Teams • Skype for Business Milestone Lenel System Security Stteme

Zendesk IT Ticketing System • AirWatch MDM System • Cylance Protect

GoToMeeting • Blue Jeans • Jabber • MS Teams • Micro Sun System • QuickBooks

Backup & Recovery Tools: Symantec Exec Antivirus • Microsoft Intune Antivirus

McAfee Antivirus System • Backup Exec • Cylance Protect • Windows Defender

Networking: Cisco Routers • Switches • Virtual Private Network (VPN) • Cisco ACS • Cisco ASA

TCP/IP Networking • Domain Name System (DNS) • Dynamic Host Configuration Protocol (DHCP)

Remote Desktop Protocol (RDP)

Database: MS SQL

Network Cables: Twisted Pair • Coax • Power Limited Tray • Stranded • Category 5 • Category 6

Solid Conductor Low Voltage • Single & Multi-Mode Fiber Optic Cables

Certifications: Training • File Storage Systems

Microsoft Server 2008 • File Storage Systems • Active Directory Domain System

Configuring & troubleshooting a Windows Server 2008 Network Infrastructure

Installing & Configuring Microsoft Windows 7 Clients • Skype for Business

Tech Skill

SharePoint System • Network System IT • Managing & Troubleshooting Skype Room Configuration

Troubleshooting & Management of Mobile Devices • MS Office OneNote

MS Outlook System w/ OWA • Cloud-Based Storage System (OneDrive, Dropbox)

Different Wireless Internet Connectivity • Microsoft Office Suite Applications

Windows 10 Installation, Management, & Troubleshooting • Security Systems

Microsoft Windows Server 2012 Administrator • AirWatch MDM • Zendesk Ticketing System

Configuring, Managing, & Maintaining Windows Server 2012 Server

iPhone, Android, & Windows Phone Configuration & Troubleshooting

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