Help Desk Technician

Meseret Abitte

*********@*****.*** 571-***-****

SUMMARY OF QUALIFCATIONS

Enthusiastic, highly motivated, and curious with strong analytical skills and proven ability to take initiative and seek new challenges. A quick learner of new technologies, softwares, troubleshoot, design and develop cloud- based solutions for organizations.

WORK HISTORY

KG&P: Help Desk Technician, Ashburn, VA (Nov 2023- Current)

• Developed SOPs and knowledge base documents

• Experienced in creating image files tailored for client machine deployment in AD

• Experienced managing Active Directory and Entra ID

• Experienced creating SharePoint sites and managin access and permissions

• Provided service support for service desk, replace old computers, install hardware and software, assist with inventory and asset tracking,

• Provided support to end users for computer hardware and software applications, printers, audiovideo devices and hardware issues.

• Experienced using ServiceNow for ticketing .

• Experienced creating Exchange mailbox and assigning licenses.

• Handled onboarding and off boarding.

• Assisted AD to cloud migration.

• Managed devices in Intune

• Experienced in Microsoft 365 admin

• Managed IT asset recovery and tracking.

• Provided AV support for meetings

• Provided break/fix support.

Analyst, International Trade Administration (Contractor), Washington DC. (Aug 05, 2024 – Current)

• Managed complex incidents and service requests received via telephone, email, Teams chat, and Ticketing system.

• Resolved service requests such as password reset, pin unlocks, install and troubleshoot software, install driveres, handled website unlock requests,

• Handled Salesforce requests

• Created and managed group mailboxes in Microsoft 365

• Handeled printer installation and configuration.

• Assisted provisioning computers.

• Managed user accounts in AD.

• Managed devices in intune.

• Developed KB documentations to help users.

SOC Technician I: Single Point Global, Ashburn, VA (Nov.2022- July 2023)

• Experienced diagnosing and troubleshooting Windows and Mac OS, applications, network connectivity and hardware issues.

• Provided support for user's password reset, Oulook issue, OndDrive sync issue, SahrePoint access/ permission etc

• Experienced managing Active Directory and Azure

• Experienced using Connectwise for ticketing and remote access.

• Experienced creating Exchange mailbox and assigning licenses.

• Experienced imaging computers

• Handled network outages for clients.

• Handled onboarding and off boarding.

• I have knowledge and experience on how DNS and DHCP works.

• Provided VOIP support.

• Managed email security in ProofPoint

IT Support Tech: ITECH Technologies, Stone Spring, VA (March, 2019 – Nov 2022))

• Experienced in Azure active directory: user account management, setting up new users accounts, adding group policy, assigning roles and privileges.

• Handled client’s technical support cases submitted through Zendesk/serviceNow ticketing system

• Remotely assisted clients through steps to resolve their technical problems and assist with passwords and login problems.

• Experienced supporting Microsoft Endpoint Manager

• Installed and configured computer hardware, software, printers

• Supported and managed MDM using Microsoft intune

• Supported and administered MFA (Microsoft Authentication )

• Experienced troubleshooting network connection, supported M365,

• Supported and participated in M365 migration.

• Network monitoring

Data Conversion Specialist- contract Vector Security National Accounts, Gainesville, VA Jan -Feb 2017

• Remotely updated customers’ security panels using RPS

• Processed code changes, deletions, and add requests from customers using CRM and Master Database

• Communicated with and resolved customers’ issues

• Reconfigured customers’ software security panels to Vector Security software EDUCATION/CERTIFICATIONS

CyberSecurity Bootcamp, Syntax Technologies, Centreville, VA March 2022 16- week course, virtual instruction, Security+ certified Group Project

Penetration testing on a virtual machine to identify weaknesses and vulnerabilities in a system and communicate findings.

Tools used: Nmap, Wireshark, Metasploit Framework, Nessus, Linux AWS re/Start Cloud Practitioner Program, Britepaths, Fairfax, VA March 2022- June 2022 14-week program combining rigorous technical skill training with professional development Project Examples

• AWS CloudTrail Project: Resolved security concerns within an AWS account Skills Used: PuTTY, CloudTrail logs, AWS CLI, API

• EC2 Project: Launching and using an EC2 Instance Skills Used: AWS Management Console

• Linux projects including Command Line Functionality by running commands on the bash terminal Skills Used: Running various commands on centos terminal, API

• Linux Project: Managing Linux file and file permission Skills Used: Running different commands including, grep, diff, tar, gzip, zip, unzip, ls -l and Chown on Centos terminal to manage files and change permissions, API Cisco Certified Network Associate Course, IpuTech, Silver Spring, MD July 2015 18-week course, live instruction, CCNA certified July 2015

- Hands on experience with network hardware- Cisco ISR 2800, 3800; Cisco ISR G2 2900, 3900, Cisco Catalyst 3600, 3700

- Configuring Layer 2 switch technologies and features:- VLAN, VTP, 802.1q trunking; STP, RSTP

- IP services configuration and troubleshooting:- DNS, DHCP, NAT, Access List

- Configuring Layer 3 technologies and infrastructure:- RIP, EIGRP, OSPF, BGP; IP sub-netting, IPv4 and IPv6

- Other tools used for network management and troubleshooting:- Telnet, SSH, PuTTY, ICMP: Ping and Traceroute

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ComPTIA Security + Certificate July 2022

AWS Cloud Practitioner Associatses Certificate June 2022 A.S., Cyber Security Northern Virginia Community College, Manassas, VA 2021 TECHNICAL SKILLS

Operating Systems: UNIX/Linux, Microsoft Windows, MacOS, Windows Server 2012/2016 Applications: MS Office Suite, Visio

Tools: Wireshark, Cain and Able, Ophcrack, CrypTool, Snort IDS, Ngrep, Nmap, Forensic Toolkit, IBM Security QRadar SIEM, LogRhythm Security Intelligence Platform, McAfee ESM, SolarWinds Log & Event Manager Networking: Firewall (Sophos, Palo Alto), WAN, LAN, DNS, FTP, TCP/IP,

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