Bereket Habtu
Chicago,IL
Summary
Personable and dedicated Customer Service Representative with extensive experience in 10 years of industry. Solid team player with an upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic, and results-oriented with a demonstrated passion for building relationships, cultivating partnerships, and growing businesses.
Overview
9
9
years of professional experience
Work History
IT Specialist
ABM Industries
Chicago, IL
02.2022 - Current
- Assisted in the implementation of new technologies and systems to improve efficiency.
- Created user accounts, set up permissions, and monitored system security.
- Conducted regular maintenance checks on computers, servers, and other IT equipment.
- Assisted customers in understanding products, components, and systems using technical demonstrations.
- Monitored support activity trends to create problem-resolution and solution reports.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
- Provided technical support for users experiencing hardware or software issues.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
- Conducted routine maintenance on servers and systems, keeping networks fully operational during peak periods.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
IT Specialist
Target
Chicago, IL
12.2021 - 11.2022
- Conducted regular maintenance checks on computers, servers, and other IT equipment.
- Assisted in the implementation of new technologies and systems to improve efficiency.
- Created user accounts, set up permissions, and monitored system security.
- Provided technical support for users experiencing hardware or software issues.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Devised incisive workarounds and resolutions for IT-related problems.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Developed and maintained strong relations with customers to meet quality expectations.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
IT Specialist
Minabe
Addis Ababa, Ethiopia
11.2015 - 10.2021
- He explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
- We have conducted routine maintenance on servers and systems, keeping networks fully operational during peak periods.
- He responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Assessed issues to determine appropriate troubleshooting methods for remediation.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Maintained up-to-date case documentation for future reference.
- Increased technical knowledge by reading trade publications, operating manuals, and diagnostics information.
- Used proactive monitoring procedures and tools to identify problem-prevention opportunities.
IT Specialist Teach
TekStarweb
Dallas, TX
12.2018 - 02.2019
- Conducted classroom lectures and presentations on IT related topics including hardware, operating systems, networking, security, and databases.
- Provided individual guidance to students in their use of computers and other digital tools for educational purposes.
- Developed lesson plans and course materials to teach technology-related topics such as computer programming, software engineering, and web development.
- Created assessment tests to evaluate student progress in IT courses.
- Maintained accurate records of student grades, attendance, and other relevant information.
- Encouraged collaborative learning activities among students to develop problem-solving skills related to IT applications.
- Organized online discussion forums for student collaboration on projects requiring research or technical solutions.
- Supervised laboratory sessions for hands-on training in various aspects of computer usage.
- Designed interactive workshops that incorporated multimedia elements into traditional lecture formats.
- Monitored student performance during exams and provided feedback when necessary.
- Provided technical support to staff members having difficulty using computers or other digital devices.
Education
Certification - Amazon Web Service
Tekstar Solutions
05-2022
Certification - IT Troubleshooting Skills
Udemy
04-2022
Bachelor of Science - Computer Science
Unity University
07-2018
Skills
- Application Support
- Technical Reporting
- Application Installations
- Debugging
- Quality Assurance
- Technical Documentation
- Disaster Recovery
- Content Management Systems
- Troubleshooting
- Virtualization Technologies
- Needs Assessment
Timeline
IT Specialist
ABM Industries
02.2022 - Current
IT Specialist
Target
12.2021 - 11.2022
IT Specialist Teach
TekStarweb
12.2018 - 02.2019
IT Specialist
Minabe
11.2015 - 10.2021
Certification - Amazon Web Service
Tekstar Solutions
Certification - IT Troubleshooting Skills
Udemy
Bachelor of Science - Computer Science
Unity University
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