Competent IT Support Specialist seeking opportunities to put good use to current skills and develop new life long skills. Strong analytical thinker, problem solver, and quick to learn new processes. Collaborative in team environments and efficient in individual tasks.
Hi, I’m
Beruk Lealem
Summary
Overview
3
years of professional experience
1
Certification
Work History
Robert HalfEden Prairie, MN
Service Desk Analyst
11.2023 - Current
Job overview
- Prepared meeting rooms for board members, ensuring seamless functionality and presentation readiness.
- Managed various projects including data entry, cybersecurity protocols maintenance, and hardware deployment for user accessibility.
- Conducted imaging procedures for computers to optimize system performance.
- Utilized PowerShell scripting for facilitating user access to essential resources.
- Enrolled devices with Microsoft Defender and Arctic Wolf for enhanced security.
- Tracked inventory using Excel and coordinated orders to prevent shortages.
- Provided user support by coordinating to resolving hardware issues and guiding individuals through software functionalities.
- Managed user accounts in Active Directory, configuring permissions.
- Maintained and set up office workstations for optimal functionality.
- Proficient in managing Crestron devices and microphones for large meeting rooms.
- Managed service desk operations via SolarWinds ticketing system.
- Demonstrated proficiency in troubleshooting Microsoft Suite issues.
- Collaborated with systems administrators to support IT infrastructure.
- Liaised with vendors for scheduling appointments and IT procurement coordination.
- Utilized Microsoft Azure for managing user permissions.
- Installed security features on vulnerable machines to enhance network security.
- Employed SCCM for efficient imaging of computers.
- Ensured data integrity by monitoring server backups.
- Maintained detailed documentation of procedures for knowledge transfer.
MedtronicMounds View, MN
Service Desk Analyst
11.2022 - 05.2023
Job overview
- Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.
- Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.
- Analyzed and resolved IT problems to achieve complete resolution for customers with minimal productivity loss.
- Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions.
- Fielded calls from field service engineers needing corporate support and researched, routed, navigated or escalated to meet customer needs.
- Uninstalled and reinstalled basic software applications, resolved username problems, verified proper hardware and software setup, resolved network connectivity issues and corrected email irregularities.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
BestBuySaint Paul, MN
Sales Advisor
03.2021 - 02.2022
Job overview
- Used active listening and relationship-building skills to assess customer needs, build rapport and connect with viable solutions.
- Answered requests and concerns with friendly and knowledgeable service.
- Performed inventories on computers and computer repair equipment.
- Troubleshot malfunctions with systems and programs to pinpoint root cause of issues and restore.
- Designed, coded and debugged software per business's policies, procedures and security requirements.
- Scheduled and followed up on patient appointments, collected and processed customer payments and maintained customer files.
Education
Century CollegeSaint Paul, MN
Associate of Applied Science from Information Technology
05.2022
University Overview
- Information Technology and Telecommunications (Cloud Computing & Network Specialist)
- Spring, 2022 - Dean's List
- 100devs - Full Stack Web Development Bootcamp
Projects
- Completed coursework by using Python to program Arduino and Raspberry Pi controllers
- Data Base analysis using SQL to find employees with missing work hours.
- Using VMWare Esxi to deploy virtual operating systems in the cloud
- Utilized packet tracer to create and test virtual networks
Skills
- Inventory Management
- Database Analysis/Building and Management
- Network Hardware and Software
- Office Suite
- Help Desk
- Administration
- Documentation and Reporting
- Linux and Windows Command Line
- Windows Server
- Virtual Box
- SCCM Deployment
- Arctic Wolf
- Microsoft Defender & Azure
- ServiceNow & SolarWinds
- Customer Service
- Tech Consulting
Languages
English
Native/ Bilingual
Amharic
Native/ Bilingual
Certification
- Cybersecurity, Cisco - 2022
- Entrepreneurship, Cisco - 2022
Timeline
Service Desk Analyst
Robert Half
11.2023 - Current
Service Desk Analyst
Medtronic
11.2022 - 05.2023
Sales Advisor
BestBuy
03.2021 - 02.2022
Century College
Associate of Applied Science from Information Technology
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