Customer Service Enterprise It

ABIY ALEMU ETICHA

***** ***** **** ***, *****, VA 20105 • 206-***-**** • 571-***-****

************@*****.*** • ******@******.*** • *.*****@*****.*** *****@***.*** Professional Summary

As an experienced IT professional, I have honed my skills in delivering high-quality Enterprise IT solutions while maintaining a strategic vision for enterprise IT applications. Throughout my career, I have managed and supported technical problems and needs for executives and CEO environments ensuring their seamless operation. This involves managing and handling IT and operational projects specifically tailored for executives, with a focus on aligning IT initiatives with business goals across various IT product team departments such as IAM, Logistics, Enterprise Infrastructure, Mobility, System Engineering, Mac Support Team, and more.

My proven ability to lead, supervisory role, and inspire high-performing teams has been instrumental in driving a culture of innovation, accountability, and continuous improvement. As a strategic partner to senior leadership, I have consistently identified opportunities to streamline operations, enhance end user technology experience, and IT support management in delivering measurable business value through technology.

With a robust background in technical IT service management, customer service, communication, and collaboration platforms, I am well-versed in performance metrics management, IT strategy, and planning. My track record speaks volumes about my capability to deliver high-quality technical solutions and drive IT initiatives that support and advance business objectives. Skills :

• Technical IT Service Management

• Hardware standardization and high-quality troubleshooting support

• Enterprise Software application support

• Customer Service Excellence

• Effective Communication

• Collaboration Platforms

• Strong organizational, analytical, and problem-solving skills.

• Strong understanding of ITIL processes and best practices.

• Enterprise level experience with disaster recovery planning

• IT Strategy and Planning

• AI Strategy Development

• Strategic Vision for Enterprise Applications

• Team Leadership and Mentoring

• IT Application Lifecycle Management

• IT Governance and Standards

• Hardware standardization and Compliance

• Vendor Relationship Management

• Budget Management

• Change Management and Cross-Functional Collaboration Professional Experience

Senior IT Engineer, and Executive IT Technical Engineer Employer : Humana Inc - 1812 N Moore St, Arlington VA Dec 2022 – Present

Key Roles and Responsibilities :

• Leadership and Enterprise IT Management

• Strategic Enterprise IT Planning

• Cloud Platform and Systems Management

• Technical Support & Management

• Project Management

• Performance Management

• Enterprise Information Technology Customer Service, Communication and Collaboration

• Digital Transformation

Leadership and Enterprise IT Management

• Oversee and manage the support of corporate IT systems, including Windows and macOS devices, iPhones, AV and office equipment.

• Support and troubleshoot SaaS applications including Google Workspace, Okta, Jamf, Intune, and other productivity and collaboration tools.

• Lead technical troubleshooting, escalations, and complex issue resolution.

• Maintain and improve IT procedures, documentation, and knowledge bases.

• Collaborate with IT Engineering, Operations, and Engineering teams to ensure security patches, software updates, and compliance standards are met.

• Coordinate onboarding and offboarding processes for employees, including asset management.

• Proactively identify opportunities for process and system improvements, implementing enhancements to maximize efficiency and end-user satisfaction.

• Manage and MDM (JAMF, INTUNE, Workspace ) and

• Manage Identity Management systems

• Ensure seamless support for our executives. Proactively

• anticipate and address potential technical issues before they have any chance of impacting their productivity using a different tool, Nexthink, ThousandEys, ….

• Committed to conducting regular maintenance and updates on devices and office equipment for its best performance

• Proactively stay ahead of any disruptions and ensure everything runs smoothly.

• Advise and recommend current and new technologies for the executives

• Provide high-level training and support to help the executives familiarize themselves with advanced technologies and tools (like AI)

• Managed and optimized technical IT services, ensuring high availability and reliability.

• Provided exceptional customer service and technical support to resolve complex issues promptly.

• Developed and maintained effective communication channels to enhance collaboration within teams.

• Implemented and managed collaboration platforms to facilitate seamless information sharing.

• Monitored and reported on performance metrics to drive continuous improvement.

• Formulated and executed IT strategy aligned with business goals.

• Lead the IT Service desk support team, mentor, creating a culture of White-gloves support service and continuously improving service desk performance metrics, generate reports

• Develop and optimize service desk processes & workflows to maximize customer satisfaction

• Set the strategic vision for enterprise applications across the organization, aligning IT initiatives with business goals across departments such as CRM, HRIS, Finance, R&D, and other critical platforms.

• Lead, mentor, and inspire a high-performing team of IT application professionals, driving a culture of innovation, accountability, and continuous improvement.

• Ensure and provide teams with the right tools and training to use technology effectively

• Show and measure investment in information technology and measure the output departmental, functional and business level.

• Secure and manage a device compliance in Azure Cloud / Intune environment

• Identify Non-functional and redundant systems that Incur costs.

• Develop and draft project budget proposal and recommend budget changes

• Ensure and recommend Industry /NIST standard data protection standards

• Ensure and recommend hardware and software industry standard framework

• Essure and recommend NIST standard Enterprise Information protection

• Coordinate and lead various Unified communications Zoom rooms daily / weekly and monthly meetings with Executive Assistants.

• Coordinate and lead the Board of Directors monthly meeting from Technological perspectives

• Recommend best practices, processes, and procedures that reflect project management best practices.

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Strategic Enterprise IT Planning

• Act as a strategic partner to senior leadership and department heads, identifying opportunities to streamline operations, enhance user experience, and deliver measurable business value through technology.

• Manage IT budget and resource allocations to ensure optimal use of Technology across the enterprise business

• Develop and execute IT Strategy in alignment with business objectives

• Oversee the full lifecycle of enterprise application initiatives—from solution selection and vendor negotiation to implementation, integration, and optimization.

• Establish robust governance and standards for application performance, uptime, and compliance, ensuring delivery of high-quality services and minimal business disruption.

• Manage vendor relationships and contracts, ensuring that partners meet defined SLAs while delivering cost-effective and scalable solutions.

• Stay ahead of technology trends, evaluating emerging tools and methodologies to position the company as an agile, digitally enabled organization.

• Own and manage the IT applications budget, optimizing resources while driving strategic investments in scalable technologies.

• Champion change management and foster cross-functional collaboration to ensure successful adoption and sustained impact of new technologies and processes

• Standard Enterprise business applications and hardware’s used in the organizations

• Overseas and responsible for enterprise hardware, software and enterprise application license.

• Supervisor and manager of end users technology Support team

• Ensure enterprise level device standards

• Advise and recommend new technologies and replacement of legacy systems

• Ensure and in place automation of manual processes

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Cloud Platform and Systems Management

• Lead and overseas the implementation and maintenance of IT Systems, networks and cloud infrastructure

• Plan and coordinate with the system team on migration of on-prem servers to the cloud infrastructure

• Ensure the reliability & security of enterprise IT infrastructure

• Manage and ensure IT operations, data security (data backup) and quality assurance

• Ensure the implementation and of SSO across all business systems and applications Project Management:

Manage and coordinate Information System Projects (Plan, budgeting, scheduling, allocating resources and Monitor System Project Progress)

• Lead IT Projects

• Coordinate and work different IT projects with various departments and Identify their IT needs

• Ensure the deployment of departmental software needs

• Ensure Information Technology activities are in compliance with policies and procedures

• Develop full scale IT Project plans and designs

• Prepare and submit summarized project activity reports to the management team

• Understand business cases for project team (feasibility study, cost benefit analysis, functional requirements, operational management …

• Plan and schedule project timelines and milestones using project management tools

• Managing the daily operations of the IT Service Management and ensuring that all tickets are handled in a timely and in white gloves support approach and manner.

• Lead and supervise Ticke management

• Plan, schedule and supervises project enterprise Information Technology project works

• Manage and Implement Microsoft Windows Active Directory Policies

• Ensure and manage enterprise level and users level cloud-based data backup system

• Ensure and plan Information Technology Disaster Recovery System

• Coordinate with HR Department for New hire Onboarding ( Account Creation, email activation,

• Design and propose Security Policies ( Password Policy, User permission policy, naming and account standards, Enterprise Information Protection Policies …)

• Manage and coordinate IT Asset management and Physical Inventory Management

• Plan and coordinate Server, Windows Upgrade and Implement with respective departments

• Manage and monitor and ensure proper system maintenance and preventive maintenance in house and working with contractors.

• Experienced in researching and resolving technical problems of moderate, complexity, typically escalated from first line support teams

• Experienced responding to escalated telephone, email and online requests for technical support

• Experienced documenting, tracking, and monitoring problems using applicable systems and tools.

Technical IT Management

• Lead and supervise Senior level IT support teams and provide guidance and ensure that they are able to provide high quality IT customer services

• Develop and lead IT Project Tasks and assign to engineers and analysts and follow up the process

• Develop IT processes and procedures to improve the efficiency and effectiveness of the IT Service Desk team

• Monitoring and Reporting service desk performance and identifying and discussing areas of improvement

• Working closely with other cross functional Product Engineering Team

• Handling Escalated and C-Suite Tickets

• Technical Support to CEO and Executive leadership team

• Manage Office Information Systems Enterprise Network System

• Manage enterprise AV system

• Enterprise Information Technology Support

• Manage and Maintain Microsoft Intune device enrollment and Management

• Manage and ensuring device compliance in Endpoint Intune

• Manage and create device compliance Policies, configurations and define access policies in Endpoint Intune /MDM environment

• Design, implement and manage Microsoft Intune /MDM device management solution

• Design, built and update devices and laptops with required policy OS, and iOS and Android device platform

• Manage, provide support and maintain Azure Active Directory environment

• Manage, Diagnose Enterprise network including internet issues

• Install and troubleshoot enterprise software applications

• Install and replace computer, phone hardware

• Manage and regular maintenance and optimize endpoint systems and work with product team for better performance

• Manage and Administer Azure AD, creates and manages accounts

• Manage and regularly review enrollment status of mobile devices that ensure properly configured

• Support and assist executive Management team with different software issue, system configurations, account management

• Support and manage Enterprise AV system meeting rooms, live events …

• Lead effective solutions and computer hardware,, 3rd Party software’s

• Define and manage device security policies.

• Technical support, Troubleshooting and imaging of Windows PC and Mac OS

• Mange and administer Microsoft Intune

• Manage and administer Exchange Admin Center Device Management

• Manage and Administer Azure Active Director (AD) environment.

• Manage and Administer On-Prime Active Directory environment

• Support and manage Workspace for VID

• Manage and administer endpoint compliance.

• Manage and administer and maintain Windows Endpoint compliance with NIST,FedRAMP, other federal compliance Standards.

• Manage, deploy, and troubleshoot Software systems and Application.

• Manage and administer Software /Apps updates, Patches, configurations, and Settings.

• Collaborate and work every day with different Product Team, Device, Management team, Logistics, Enterprise Information P{protection Team, and manage processes and configuration standards based on requirements!

• Working on design with different product team

• Working and leading different automation process and implementation

• Working and providing high level technical support for CEO and Senior management team.

• Lead different Projects on site.

• Leads and monitor service desk support.

• Hardware and software asset management

• Manage and administer Information Assets ( Hardware and Software Assets ) AssetTrack

• Work with an operation team and provide technical guidance

• Designing and implementing and managing device compliance in Intune and JAMF MDM solutions.

• Design, manage and implement data management solutions using different platform.

• Design and working with different teams on Application design.

• Designing and implementing complex master data management solutions using the Reltio platform to meet customer requirements.

• Understanding business requirements, performing data analysis, translating them into technical specifications, and designing MDM solutions that meets those requirements.

• Creating application design documents, including data models, data flow diagrams, and system architecture diagrams

• Collaborating with business SME's and other technical team members to ensure successful delivery of the project.

• Performing code reviews, ensuring code quality, and adhering to Software development lifecycle standards

• Troubleshooting and resolving technical issues and defects within the Reltio platform

• Debugging & performance tuning in MDM components

• Participate in business and technical discussions with customers and internal team members.

• Providing technical expertise and guidance to development team members

• Manage and coordinate Information System Design and developments that meets the business objectives.

• As a Senior Engineer and Executive Specialist: Designing, implementing and administration support for on-premise hosted enterprise infrastructure and Azure Cloud platform

• Manage and Coordinate Systems Implementations and troubleshooting and maintenance.

• Manage and support Enterprise SharePoint sites

• As a Senior Engineer, responsible and support Onsite enterprise infrastructure systems and Information systems

• Support Humana CEO for any new Technology support and new innovations and ideas

• Closely working with different product owners and provide recommendation.

• Support and administrator JAMF Apple device MDM

• Manage and support Security solutions.

• Leads onsite Projects.

• Lead and coordinating IT Support for Quarterly CEO and Board meetings.

• Enroll enterprise devices to JAMF and Intune

• Manage and administration of Azure Active Directory

• Evaluate and recommend enterprise Information System as required.

• Follow and develop standard operating procedures.

• Install a, configure and manage different OS platforms ( Windows, iOS, Android…) .

• Manage, Configure and administrator Windows 2010, 2011 Windows Server 2019, Microsoft Active Directory, Exchange Server

• Manage, and Administer MFA

• As a Senior Engineer and Graduate of Cybersecurity Policy and compliance, I am working closely with Enterprise Information Protection Department, Data protect, Device Compliance, Cybersecurity Training, Implementation of NIST control Framework, Data classifications, ….

• Manage and administrator data and network Vulnerability.

• Manage and administration of Onsite Security and CCTV Cameras

• Manage and administration of Microsoft O365

• Manage and administration of Exchange Admin center.

• Support and Administration of JAMF

• Coordinate and Administration of Information Projects

• Support and closely follow up all Information Technology need for CEO and Executive members.

• Weekly, Bi-Weekly and Monthly and Quarterly, Bi-Annual and Annual Reporting to different Product Team and Leaders

• Participating on Daily and weekly High level Technical and Support team meeting

• As Part of an Incident Team members, engage and work on Enterprise incident Management process and troubleshooting.

• As Part of Change Management Team, engage and review change requests from different team and handle the processes.

• More

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Qualifications :

• Supervisory Experiences

• Windows and MS Office : Advanced level experience (Implementing, managing and Supporting Windows Operating System and MS Office Application Suites

• End Users Technology Experience and customer Service skills and personal initiatives

• Strong and High-level Information Technology Technical experience

• Strong Technical knowledge of IT System

• Principal level Enterprise level technical IT experience and Management

• Technical Experience in Agile IT Service management Approach

• Excellent Technical and Operational Communications skills

• Think Critically and result oriented IT Operations Management

• Strong problem-solving skills

Bill & Melinda Gates Foundation,

North America - Washington, DC

April 2019 – Nov 2022

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

• installing and configuring computer networks and systems

• identifying and solving any problems that arise with computer networks and systems.

• consulting with clients to specify system requirements and design solutions

• budgeting for equipment and Network Infrastructure costs

• Install and manage, assembling new systems

• maintaining existing software and hardware and upgrading any that have become obsolete.

• monitoring computer networks and systems to identify how performance can be improved

• Participate and support as Level 3 IT support team

• providing network administration and support

• Make sure all user data must be backed up

• Closely working with Device Management team and deploy device (laptops, Phones) to users

• Support and manage Device Enrollment

• Mange and support in O365 Administrator (Add users and groups)

• Mange and assign O365 Licenses

• Manage and Support – update password expiration and policies

• Mange and support the day-to-day operations of office 365 within the organizations

• Maintaining security by monitoring the system for potential vulnerabilities, identifying risks, and taking action to mitigate them

• Troubleshooting technical issues such as email delivery failures or authentication problems

• Provide support for mobile devices that uses O365 including iPhone and Android devices

• Enroll and manage Organizational Devices in Azure, Exchange Endpoint Manager, and Intune.

• Mange device Compliances

• Monitor, analyze, and manage the health of the network security operations systems.

• Monitor organization systems and daily log events to identify potential security threats.

• Use different network and System tools and Apps and monitoring tools to remain aware of current network threats.

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• Review all incoming alerts; properly investigate and ticket all identified potential security threats within the agency incident response-ticketing platform.

• Open a ticket for every potential security threat encountered and investigated throughout the course of their shift.

• Analyze all levels of potential security threats and document findings within the organization incident response ticketing platform.

• Validate network traffics based on established Standard Operating Procedures (SOP’s).

• Identify, investigate, and escalate potential security threats to senior administrators and InfoSec team

• Manage the resolution of computer security events that affect the client’s information systems using SOC provided incident response ticketing system.

• Use the incident response-ticketing platform to determine and document problem status, resolution, and prevention measures.

• Provide Quarterly or Bi-Annual or Annual Infosec user awareness Security Trainings

• Provide daily, Weekly and Monthly reports to the SOC Manager detailing all security events related to network security matters and submit these reports according to the procedures and reporting requirements established in the SOP’s and guidelines.

• Prepare a monthly report on the status and progress of all current open security incident tickets and ad-hoc assignments.

• Perform a preliminary analysis of collected data.

• Investigate Open-Source Threat Intelligence in accordance with established procedures.

• Identify the necessity for, and implementation of, the creation of new intrusion detection signatures.

• Support and work with InfoSec Team, Identify and verify Software’s and Apps

• Work with IT Support Team on devices that infected with viruses and other vulnerability

• Provide potential security threat reporting and tracking by means of the Change Asset Problem Reporting System (CAPRS) and other Incident Response specific support systems.

• Provide support 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

• Manage and Monitor Organizational Infrastructure facilities (Server Rooms, Data and Telephone cabling & systems, Meeting rooms…)

• Monitor and Support Camera surveillance

• Support and troubleshoot Camera and Server room Infrastructure Gears

• Troubleshoot and support Operation Team

• Monitor and support and work on HVAC with the building Facilities Team

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

• Define MFA and install and setup

• Support the day today AV Support – Video Conferencing Support (Teams, Zoom, Blue- Jense, GoToMeeting…)

• Imaging and preparing Laptops for users

• . Troubleshoot Windows and Mac iOS machines

• Manage and Support SCCM

• Manage and support Endpoint Exchange Admin Center

• Manage and Administer Azure Active Director Environment

• 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

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• ….)

• 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

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• 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%.

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Contact this candidate