Desktop Support Customer Service

KIDIST SHIFERAW

Arlington, MA ***** 617-***-**** ***********@*****.***

linkedin.com/in/kidist-shiferaw5/

SUMMARY

Junior IT Desktop Support Technician with 4+ years of customer service experience and hands-on technical training from Per Scholas. Proven ability to provide exceptional end-user support, troubleshoot hardware/software issues, and manage high-volume service requests. Background in finance and retail, with a reputation for adaptability, strong communication, and delivering solutions in fast-paced environments. WORK HISTORY

Career Break (Professional Development), 2020 – 2024 Focused on professional development and IT career transition.

● Completed the Bridge to College program and earned college credits.

● Obtained certifications in Full Stack Web Development and MuleSoft Developer.

● Built foundational knowledge in IT systems, preparing for re-entry into the workforce with updated technical skills and confidence. Dunkin Donuts, Arlington, MA, 2019 –2020

Customer Service

● Delivered high-quality service while processing 200 customers' orders daily in a fast-paced environment.

● Restocked supplies and followed health and safety rules to ensure smooth operations.

● Maintained a clean and organized work area.

Salam Oil Company, Gondar, Ethiopia, 2015-2018

IT Support

● Delivered technical support for hardware, software, and network issues; maintained desktops, laptops, printers, scanners, and ensured system functionality, including WiFi (802.11), shared file systems, and secure LAN/WAN configurations using WPAx and SSID settings.

● Installed and configured software such as Windows OS (10/8/7/XP), Windows Server 2019, Microsoft Office, Citrix VMs, SharePoint, Imprivata, Jabber, Zoom, and ServiceNow; managed data backups, applied security patches, and provided remote desktop support.

● Provided basic IT training on tools like Microsoft Teams, email setup, document sharing, and mobile device support (iOS, Android); assisted front-desk visitors with technical inquiries and supported staff using FiServ, ITSM platforms, and network printer mapping.

EthioTax, Gondar, Ethiopia, June 2014 - December 2014 Accounting Assistant

● Proficient in tax filing and data entry and skilled in guiding clients through tax processes, explaining documentation requirements, and ensuring timely, accurate submissions in compliance with regulations.

● Experienced in Microsoft Excel, Google Sheets, and accounting software to streamline data entry.

● Demonstrated strong organizational skills by managing multiple tax files, documents, and deadlines simultaneously.

EDUCATION

Per Scholas, Cambridge, MA, March 2025

IT Support – 13-week full-time hands-on training focused on CompTIA A+ certification University of Gondar, Ethiopia, July 2017

Bachelor’s degree in accounting and finance

CERTIFICATES

Cisco- Computer Hardware Basics & Operating Systems Basics, June 2025 CompTIA A+

Google IT

Full Stack Web Development

MuleSoft Developer

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