Technical Support Help Desk

Estifanos Balcha Biftu

Inglewood, CA ***** 323-***-**** **************@*****.***

PROFESSIONAL SUMMARY

Detail-oriented IT professional with 4+ years of experience in technical support, system maintenance, and network administration. Proven ability to diagnose and resolve complex hardware, software, and network issues while improving system performance and reliability. Strong knowledge of cybersecurity principles, LAN/WAN administration, and IT infrastructure optimization. Skilled in Windows, macOS, and Linux environments with hands-on experience in Active Directory, Office 365, and SharePoint development. Certified in CompTIA Security+ and Microsoft SC-900.

CORE SKILLS

● Technical Support: Hardware/software troubleshooting, system imaging, help desk support, ticket resolution

● Networking: LAN/WAN setup, TCP/IP, DNS/DHCP, VLAN management, firewall configuration, network monitoring

● Cybersecurity: Security controls, vulnerability mitigation, breach response, antivirus/patch management

● Systems & Tools: Active Directory, Office 365, SharePoint, MySQL, Wireshark, Cisco Packet Tracer, ServiceNow

● Operating Systems: Windows 10/11, Windows Server, macOS, Kali Linux

● Programming/Scripting: Python, Java, C++, Visual Basic PROFESSIONAL EXPERIENCE

ET 21 Productions May 2017 - Present

IT Printer Tech

● Troubleshooted, repaired, worked on hardware and software issues for Laptops, Desktops, Printers.

● Setting up & resetting new passwords for IT peripherals.

● Worked on Bios settings.

● Replacing hardware components in computers like Graphic Cards, CPU, Ram & internal storage for macOS and windows OS.

Technical Assistant – Information Technology

West Los Angeles College – Culver City, CA

Oct 2023 – Apr 2024

● Delivered hands-on IT support for 100+ students and faculty, achieving a 95% first-contact resolution rate.

● Implemented OS updates, security patches, and antivirus solutions on 50+ systems, reducing vulnerabilities by 30%.

● Created step-by-step troubleshooting protocols, cutting average downtime from 15 minutes to under 5 minutes.

● Performed preventative maintenance and system audits, improving campus-wide network reliability.

IT Tech

California State University, Dominguez Hills – Carson, CA Oct 2021 – May 2022

● Managed daily system imaging and software deployment across multiple labs, increasing workstation readiness by 30%.

● Resolved 50+ hardware/software/connectivity issues within SLA targets.

● Assisted with firewall configurations, VLAN setups, and network monitoring.

● Provided faculty/staff support for account management, password resets, and AV equipment troubleshooting.

EDUCATION

Bachelor of Science in Information Technology (BSIT) California State University, Dominguez Hills – Carson, CA May 2023

CERTIFICATIONS

● CompTIA Security+ – June 2023

● Microsoft SC-900 – March 2024

● IBM Skills Build Badges: Blockchain, Networking on z/OS, Data Analysis using Python – Oct 2021

● Cisco Networking Academy: Cybersecurity Essentials.

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