ASHENAFI MENGESTU

• Resolve 25–30 IT support tickets weekly, achieving a 95% first-contact resolution rate, and minimizing downtime.
• Configure and troubleshoot operating systems, productivity software, desktops, laptops, printers, and mobile devices within SLA timeframes.
• Monitor and maintain enterprise network infrastructure, including 50+ switches, routers, and firewalls, ensuring 99.9% uptime.
• Perform backups and disaster recovery procedures, safeguarding over 2TB of critical business data, and reducing outage impact by 95%.
• Investigate 200+ incidents annually, including vulnerabilities and unauthorized access attempts.
• Conduct forensic reviews and log analysis using Splunk to identify Indicators of Compromise (IOCs).
• Manage Active Directory user access, and enforce least privileged security controls.
• Author and standardize 25+ IT procedures, improving onboarding efficiency by 30%.
• Coordinate cross-department incident response, and provide detailed incident and root-cause reports.

• Conducted performance testing on web applications and databases to identify system bottlenecks.
• Automated regression and performance test cases using Selenium, Python, Java, JMeter, LoadRunner, Maven, and Jenkins.
• Executed load, stress, and scalability testing to evaluate system responsiveness and stability.
• Performed capacity planning and optimization to prevent future performance issues.
• Created and reviewed technical design documentation, and mentored junior engineers.

• Managed 40+ daily Tier 1 support calls, maintaining a 95% first-call resolution rate.
• Installed and upgraded applications and database systems.
• Administered user access and privileges, ensuring data protection compliance.
• Developed, tested, and maintained backup and recovery plans.

Logged, prioritized, and reported tickets in accordance with SLAs.

• Designed and deployed fiber-optic, FTTH, and coaxial networks for corporate clients.
• Conducted feasibility studies, site surveys, and deployment planning.
• Ensured 99.9% service reliability across peer-to-peer and distribution networks.
• Installed, grounded, wired, and maintained analog and digital telecommunications systems.
• Prepared technical documentation and maintained line termination records.

• Entered and verified financial, sales, and customer data with high accuracy.
• Organized spreadsheets and databases to track customer information and transactions.
• Performed routine database backups and generated operational reports.
• Operated office equipment, including scanners and printers.