Customer Support Service

Dawit Gebremariam

Douglasville, GA – Phone: 408-***-**** – Email: *********@*****.***

Professional Profile:

Trustworthy and passionate IT professional skilled in Servers which are in support of the Data Center environments, which includes server administration, Windows & Linux server support, server break/fix, Hardware and software support, with experience in Dell servers, HP servers and Super Micro servers and storages. Ability to manage, troubleshoot, fix, install, build, upgrade, configure, maintain, and repair all types of server hardware, and software in the data center. Adept at explaining technical concepts to people at all levels with tact and patience. Excellent customer service skills and technical skills include:

Certifications: CompTIA A+, Network+

Sufficient training in Active directory

Sufficient training in troubleshooting and repair of all types of server hardware and software

Internal Hardware fix and replacement:

Servers, motherboards, CPUs, Power Supplies, ports, cables, adapter cards, hard drives, optical drives (CD-ROM, DVD), riser cards, Raid controller cards, backplane, Fans, etc.

Experience:

CompuCom/Intel Nov 2021 – Present

System administrator / Server break/fix

Data Center Maintenance and Server admin

Proactive walkthrough for failed hardware

Physical audit of supported systems

Diagnose problem – order parts as required

Proactive Break/Fix based on pre-failure analysis (PFA) reports

Repair / replace / configure as required within scope

Diagnose / repair – remotely if possible / on site if required

In an IT data center environment (Production and Pre-Prod)

• Monitor ticket queue for new tickets and assign as appropriate

• Complete paperwork

• run provided and documented commands through sudo

• run provided scripts in Linux environment, and work with output

• Manage large scale installs of Linux or Windows servers in DC environment using OS provisioning tools such as PXE

Maintains servers, user accounts.

SQL Server installation & configuration.

SQL Server assessments, health checks, performance analysis .

Backup & maintenance.

Monitoring database servers and responding to alerts.

Daily system maintenance review, such as systems log.

Monitoring and reports of the operational status of LAN/WAN environment.

Interacts with vendors.

Installs and configures Server hardware

Proper disposal of hardware and media following Client guidelines

security patching, OS upgrades, troubleshooting problems, and ensuring maximum availability of

IT equipment for the customer.

Schedule and perform regular systems maintenance.

Install new software releases, system upgrades, evaluate and install patches and resolve software and hardware related problems.

Supermicro Computer Inc

System Repair & Test Technician Feb 2020 – Nov 2021

Troubleshoot and repair Supermicro RMA products as necessary to meet commercial standards and customer's satisfaction.

Test and calibration of Supermicro/OEM RMA products and final assemblies

Follow drawings, written and verbal instructions to complete work assignments.

Determine job status (check shortage and close of work orders, etc.)

Determine material status of jobs.

Reference all pertinent procedures, drawings, and specifications for the purposed changes

Physically locate job materials within the assembly/test calibration area

ECO upgrades

Report any defective parts to RMA Repair Database

Onsite customer support service as needed.

Unisys May 2015 – Dec 2019

Server Technician / System Admin

Performing diagnostics, analysis, and resolution of complicated Server problems for various Clients, and implementing and recommending corrective hardware & software solutions

Performing Server Break/Fix for HP servers and all types of Dell PowerEdge Rack servers, Tower Servers, Cloud Servers and Storages

Removing and replacing each replaceable parts

Install and deinstall of servers from one location to another.

security patching, OS upgrades, troubleshooting problems, and ensuring maximum availability of IT equipment for the customer.

Schedule and perform regular systems maintenance.

Install new software releases, system upgrades, evaluate and install patches and resolve software and hardware related problems.

Maintains servers, user accounts.

Daily system maintenance review, such as systems log.

Monitoring and reports of the operational status of LAN/WAN environment.

Interacts with vendors.

Installs and configures Server hardware

JD Computer & Cellphone Repair July 2012 – Apr 2015

IT service and Repair Technician

Managing, performing and controlling all service, like iPad, iPhone and computer hardware and software repairs.

Completing various PC repair services for customers with laptop and desktop issues.

Performing on-site diagnosis, analysis, and resolution of complicated PC problems for various end users, and implementing and recommending corrective hardware & software solutions.

Installing RAM, hard drives, operating systems, accessories, adapter cards and software.

Performing file backups, removing pop-ups/spyware/malware/viruses, and improving the speed and overall performance of the computers.

Preparing documents on instances of hardware repair, installation, failure, and removal.

Monitoring and testing PC performance and providing PC performance reports and statistics.

EDUCATION:

CompTIA A+, Network +

PC and Networking Certificate from Asher College

Dell servers/PC certifications

AA Degree in Computer Science,

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