Tezera Messay

A member of Sonder. . .

***** ********* *** ****,

shoreline WA, 98155

(206) 606 - 3155

adycd1@r.postjobfree.com

EXPERIENCE

H&R Block, Bellevue — IT Support specialist/FTS

May 2022 - May 2023

● 20 - 30 Monitor installment and alignment configuration per week

● AV Control Panel setting up and hardware / software troubleshooting

● Cable management, making sure all peripheral are plugged in neatly the correct slot for a better functionality

● Removing all IT equipment for remodeling purposes reorganizing/ reinstallment of IT equipment

● Troubleshoot technical issues that are case based for HRB clients via remote access.

● Utilizing the Salesforce service delivery software, my team and I helped resolve hardware and software issues.

● Reimaging and configuring multiple PCs (15-20) per week with internal software for office readiness

● Upgrading Office Hardware and software system/functionality for the upcoming Tax season. That includes, ISP modem, Monitors, desktop, Phones, Printers, Magtek, Verifone, Scanners etc.

● Dispatch hot spares for offices that require an in person troubleshoot. Also help respond to dispatches in my district.

● Utilized MS Excel to Collect and inventory IT equipment for our quarterly donation. Also arrange a date for a drop off and pickup of prior wave IT equipments

● Helped train our new hires with office readiness and provide them with information, including apps to help them succeed in their field

Microsoft, Redmond — IT support

December 2021 - February 2022

● By utilizing Service now (SNOW) I help my Microsoft expense team resolve 8-10 tickets per day

● Troubleshooting clients hardware and system issues Properly escalate trouble tickets to the correct team Update companies problem solving infrastructure using OneNote

● Built a helpful blueprint for new MSexpense team hires using glossary, PowerPoint, excel, and other MOS softwares SKILLS

Problem Solving

MOS, SharePoint, Power BI

AV Control Panel Config

Google IT support Certified

Excel, OneNote, PA

Service NOW.

Customer Service (5+ Yrs).

Window OS support

Teamwork

Attention to detail

Wire management

Salesforce SD

AWARDS

YU Ambasador, for

representing the YearUp

Organization.

Recognition Certificate, for

traveling internationally and

delivering Aids to those in

need.

Student Of the Month, for

outperforming expectations

and delivering results on time.

Employee of the Month, for

being efficient and improving

flow of work while increasing

revenue.

LANGUAGES

● Run a SQL query to manage and report how many tickets our team was receiving per day to month

● Using Power Bi created a consolidated data report for Microsoft expense team and deployed them on estimated due date Microsoft, Redmond — internship

September 2021 - November 2021

● My team and I created 20+ Informative SharePoint pages to help our CFE team transfer from Fall type of workflow to Agile.

● Updated and deployed a scrum master presentation using PowerPoint with a team of five.

● Utilize adaptivity and collaboration to solve frequency of Agile transformation project pages use map out data using SharePoint and report to team leads.

● Researched an issue regarding Microsoft apprenticeship recruiting process and provided the team with a solution.

● Joined a Hacathon event as a data clerk, created a survey and updated my team’s spreadsheet of user satisfaction. Cerec, Seattle — Assistant Manager

August 2018 - February 2021

● At the closing of every shift I balanced our gross sales, post check, record and report to upper management.

● My team and I prepare, record, transfer and organize all goods for our events.

● Managed a ketering for centurylink, Key Arena, Space needle, and events across WA.

● Utilize critical thinking to solve issues with product quality, equipment functionality, and customer satisfaction.

● Collaborate with team managers for stuffing and building a better work environment for client as well as employee

EDUCATION

Google, Seattle — IT Specialist

March 2022 - May 2022

Received Certificates on IT fundamentals, the bits and bytes of the internet, Operating system and customer service .

Bellevue College (YearUp), Bellevue — BTS

April 2021 - March 2022

Received A Business and technology AA degree. Courses include, MOS. marketing, customer service, web development and business operation. Amharic

English

PROJECTS

System Upgrade — Agile Transformation

My team and I built a SharePoint page for the Agile workflow Training

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