Support Specialist It

Mastewal Nare

Silver Spring, MD ***** +1-571-***-**** **************@*****.*** LinkedIn

PROFESSIONAL SUMMARY

A technology-inclined professional possesses strong troubleshooting capabilities and a customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive an optimal user experience. SKILLS

• Technical tools utilized: Jira, ServiceNow, Zendesk, Intercom, Salesforce, GitHub, SQL, Dropbox, MongoDB, Fullstory, MS Office, Chrome developer tools, and Google workspace

• Expert knowledge of the system administration and security protocols for client/server environments deployed using Windows, and Linux

• Ability to quickly grasp relevant technological and business concepts that impact digital products

• Excellent communication and customer service skills, with the ability to communicate technical information to non-technical users

• Strong technical expertise in troubleshooting complex software and hardware issues.

• Knowledge of Microsoft Office Suite, Active Directory, and remote desktop support.

• knowledge of database structures and ability to write SQL queries

• Knowledge of TCP/IP, DNS, DHCP, and VPN.

• Ability to maintain, develop, document, and create training materials for SaaS, POS, ERP, and ECR/ECO

• Ability to work independently and as part of a team, with strong time management and organizational skills EXPERIENCE

Splunk San Jose, CA

Customer Trust Analyst (Remote) January 2022 – February 2023

Assisted in maintaining the knowledge repository for the Customer Trust application

Created more than 30 bug tickets a month for the software development team in Jira with deep information in the issue that users are facing

Helped the sales team by creating and maintaining supporting data files

Retained existing clients and developed 56 new accounts by extending the high quality and efficient support service

Supported customers throughout incident response, management, and resolution to deliver expert assistance for technical needs

Tracked various customer security questions regarding Splunk products and helped identify general trends

Demonstrated excellent communication skills while talking to teams and business owners within Splunk, and potential customers and other partners (stakeholders)

Gained exposure to how Splunk supports its prospects and customers during security due diligence reviews, demonstrating its security posture, and participating in this process

Assisted in cross-department response management for requests for information (RFI) and proposals (RFP) requests

Provided technical support for company staff using a variety of software (i.e., Jira, Snow, Mongo DB, SQL, and salesforce)

Produced more than 10 knowledge-based articles for support team and internal users.

Functional knowledge of cyber security principles, concepts, technologies, and security compliance frameworks

(e.g., ISO 27001, ISO 27018, SOC 1 / SSAE 18, SOC 2, NIST CSF, HIPAA, PCI-DSS, COBIT, CSA CCM, SIG) Envel Boston, MA

Product Support Specialist (remote) August 2020 – December 2021

Served in the support department for Finance (FinTech) Accounting Information System

Participated in on-call rotations, providing 24/7 support for critical issues, and ensuring that SLAs were met.

Increased annual total customer self-service rate by 6.2% using AI tools, deflecting an additional 1,500 tickets

Managed knowledge base of 50+ Help Center articles; updated and created content for product releases

Led technical training and office hours to promote product mastery on a support team of 9 agents

Collaborated with engineering and product teams to identify and deploy fixes for product limitations and bugs

Focused on service excellence to all customers in a clear, effective, courteous, and professional manner

Maintained efficient call record rate and average response time

Collaborated with cross-functional teams, including engineering, product management, and QA, to identify and resolve critical issues and provide feedback to improve product usability and functionality. Ethio Telecom Ethiopia

IT support Specialist February 2018 – June 2020

Provided first-level troubleshooting support to employees via phone and in person contact

Documented all calls and in-person situations in Ethio Telecom Service Management with results

Setup and configured web and phone conferences for staff

Imaged all new machines via SCCM for refresh

Setup workstations for new employees; removed and catalogued machines from departing employees

Deployed laptops, desktops, MacBooks, and iPhones to new hires and existing employees as per requirements.

Provided desktop support in a heterogeneous environment that included more than 160 personal systems across several departments

Oversaw software maintenance of applications and troubleshooting, including TCP/IP, VLANs, and wireless LANs Maintaining an inventory of all POS hardware and network devices; ensured broken equipment was repaired or replaced

Maintained an accurate inventory of all Burns hardwares

Performed network troubleshooting and installations to ensure client networks operate correctly with minimal interruption

Installed patches on Linux servers and applications to help improve performance CERTIFICATIONS

Splunk Core Certified, Splunk Power Certified, IBM Cybersecurity Analyst, Google IT Support and working towards Security+

EDUCATION

Per Scholas, Silver Spring, MD 2022

Cyber Security analyst (CySa+) and IT Support

Northern Virginia Community College, Woodbridge, VA 2021 Cyber Security A.A.S.

Evangadi Boot Camp, Silver Spring, MD 2018

Full-stack Web Development

Assosa University, Ethiopia 2014

Bachelor of Mechanical Engineering

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