Support Analyst Information Technology
Resume:
Berhane Wasse
***** ********* *** ***** ****, Texas 77478
*******@*****.***
Streamlines and supports enterprise systems to maximize performance, security, and uptime through expert troubleshooting, optimization, and proactive problem prevention. Delivers fast, reliable solutions that keep enterprise systems secure, optimized, and running at peak performance. Resolves complex technical issues, minimizes downtime, and drives system improvements that boost business productivity. Combines technical expertise and proactive monitoring to ensure seamless, secure, and efficient system operations CERTIFICATIONS
CompTIA A+
Information Technology Infrastructure Library v3 Practitioner (2016) Microsoft Certified Solutions Expert (2020)
PROFESSIONAL EXPERIENCE
Starwood Hospitality
System Support Analyst
Houston, TX
December 2012–08-2024
Responsible for primary point of contact for data tools and services projects throughout the project lifecycle, ensuring clear and consistent communication while building and maintaining strong relationships with end users
Partnered with escalation teams to resolve complex technical issues, ensuring minimal downtime for end users
Initiate to guide a team through problem-solving processes when challenges occur, actively involving all team members to brainstorm and develop the best possible solutions together, rather than making decisions alone
Evaluated system security plans and procedures, and assist in managing and directing the operations and functions of the office support contractors, addressing IT out-of-compliance issues, preparing, implementing, monitoring, and updating the project plan
Delivered fast, professional technical support via phone, email, and ticketing systems, consistently meeting or exceeding SLA targets
Maintained strong working knowledge of Windows OS, Microsoft Office, and enterprise IT tools to deliver accurate, efficient solutions
Responds promptly to customer inquiries and support requests, ensuring that issues are resolved quickly and effectively
Accurately documented 100% of incidents and service requests, improving ticket traceability and knowledge sharing
Proactively monitored ticket queues, reducing average resolution time and improving customer satisfaction scores
Provided expert mobile device support for both iOS and Android, enabling seamless remote and on-the-go productivity
Successfully diagnosed and resolved issues with Windows workstations, enterprise applications, peripherals, and network connectivity
Manage the setup, installation and relocations requests for Video Conferencing and Audio / Video O&M
Developed and recommend new and revised inspection, evaluation, and penetration testing methodologies for cyber security appraisals
Assists in disaster recovery and business continuity as it relates to technology and Provides technical guidance
Assisted with IT projects and initiatives, enhancing system reliability and user experience
Expanded and maintained the internal knowledge base, streamlining troubleshooting for the IT team and reducing repeat incidents
Assist in installation, configuration, support and ongoing usability of desktops, laptops, peripheral equipment and software complying with given standards and guidelines
Experienced in providing basic and advanced support on PC hardware configurations, peripherals, and other information systems technology
Contributed to after-hours support coverage, ensuring critical systems remained operational 24/7 Texas Department of Transportation
Systems Support Analyst
Houston, TX
January 1998-October 2012
Experienced in installation of Network Operating Systems such as Microsoft Windows Server, Linux with OES, as well as the desktop related client software such as Novell 6.1 Client and configuration, workstation imaging, and installing networking printers
Logged and tracked service requests via ticketing system (e.g., ServiceNow), ensuring timely resolution per SLA target
Work with Operations, NOC, carriers, hardware vendors, and other Vendors in negotiating contracts, verifying accuracy on quotes or agreements, and assessing SLA performance
Created a centralized system to protect from unwanted network corruptions
Provided expert mobile device support for both iOS and Android, enabling seamless remote and on-the-go productivity
Setup security alarms for preventing and controlling network intrusion detection
Collaborate with senior leadership, departmental and contractor managers and staff in scheduling, planning, coordinating, and implementing the Independent Oversight Cyber Security Appraisal Program
Configured and managed Windows 10 builds using Microsoft MECM
Experienced in training or teaching users of all ability levels to use computer programs and other resources
Conducted on boarding and off boarding, including administering email and user accounts
Maintained firewall administration, network security, intrusion detection, and virus protection
Identified necessary information technology resources, including new and replacement computer equipment, hardware and software
Assist financial representatives, their staff and internal users using an Omni-channel approach (calls, chats, tickets)
Troubleshoot user incidents utilizing desktop sharing applications
Work across support teams to ensure optimal field experience EDUCATION
DeVry University
Bachelor in Computer Science,
GPA: 3.43
Houston, TX
2011-2014
ADDITIONAL SKILLS
ServiceNow, Jira and ITIL
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