Biruk Tadesse
Fall River,MA
Summary
Results-driven technical support specialist with 4-5 years of experience in dynamic, fast-paced environments. Proven expertise in delivering exceptional customer satisfaction and consistently exceeding performance targets. Skilled in troubleshooting complex technical issues, implementing emerging technologies, and providing seamless technical support for customers. Extensive knowledge of mobile app development and cloud-based computing solutions. Strong communication, interpersonal, and problem-solving abilities, focusing on delivering top-tier customer service and attention to detail. Passionate about driving continuous improvement and innovation.
Overview
8
8
years of professional experience
Work History
Information Technology Field Technician
Rhode Island Energy
10.2023 - Current
- Installed and maintained network infrastructure, including routers, switches, and wireless access points
- Troubleshoot network connectivity issues and performed necessary repairs
- Configured and maintained computer hardware and software to ensure peak performance
- Prioritized and managed multiple tasks and projects to meet deadlines and enhance customer satisfaction.
- Communicated with supervisor to report progress, discuss issues, and seek guidance.
Level 2 Desktop Support Specialist
Roger Williams Hospital
08.2022 - 11.2022
- Coordinated desktop upgrades and troubleshooting for doctors, nurses, and staff
- Maintained operational standards for mobile workstation equipment across multiple sites
- Deployed computer systems using Microsoft Intune and Azure Active Directory
IT Specialist
American International Group
10.2021 - 11.2022
- Tested and installed patches for applications and software tools
- Managed and configured application deployment based on system requirements
- Diagnosed and resolved software, hardware, and connectivity issues effectively
- Maintained servers and systems to keep networks fully operational during peak periods.
- Optimized network performance through regular monitoring and maintenance.
Senior IT Specialist
Boston Consulting Group
09.2020 - 09.2021
- Administered and maintained multi-server environments (Windows and Linux)
- Optimized Active Directory infrastructure and security policies
- Collaborated with cross-functional teams to troubleshoot and resolve hardware and software issues
- Developed comprehensive backup strategies to protect critical data from loss or corruption; routinely tested backups for integrity and recoverability.
- Designed tested, and deployed custom software applications tailored to the specific needs of various departments within the company.
- Implemented strategic IT initiatives that reduced operational expenses while maintaining optimal service levels.
Level 2 Desktop Support Technician
Mass DOT
09.2019 - 12.2020
- Provided technical support for applications, hardware, and network systems
- Created documented processes and procedures for technical solutions
- Performed MAC JAMF software server management and hardware repairs
- Utilized remote desktop tools effectively for off-site troubleshooting assistance when required.
- Assisted in the deployment of new hardware and software, ensuring minimal impact on end-users during transitions.
- Learned and implemented new software testing procedures.
Service Desk Tech
Amundi Pioneer Investment
03.2018 - 11.2019
- Managed security patching and software deployment
- Diagnosed and resolved technical issues using Windows Remote Assistance and other tools
Helpdesk/Desktop Tech
University of Massachusetts Lowell
08.2016 - 02.2017
- Delivered exceptional troubleshooting and support for end users remotely and in person
- Performed imaging and installation of software on corporate laptops
- Actively contributed ideas during strategy sessions that resulted in increased member engagement.
- Improved code quality with thorough debugging practices.
- Enhanced team collaboration by leading weekly tech workshops on new software tools.
Education
BS - Information Technology
University of Massachusetts Boston
Boston, MA01.2025
AS - Computer Network Administration
Bunker Hill College
Charlestown, MA05.2016
Skills
- Service Desk Support
- Troubleshooting
- Customer Service
- Active Directory
- ServiceNow
- Network Management
- Operating Systems
- Database Development
- SharePoint
- ConnectWise
- Organized
- Time Management
- Team Player
- Motivated
- Fast Learner
- Field operations
Timeline
Information Technology Field Technician
Rhode Island Energy
10.2023 - Current
Level 2 Desktop Support Specialist
Roger Williams Hospital
08.2022 - 11.2022
IT Specialist
American International Group
10.2021 - 11.2022
Senior IT Specialist
Boston Consulting Group
09.2020 - 09.2021
Level 2 Desktop Support Technician
Mass DOT
09.2019 - 12.2020
Service Desk Tech
Amundi Pioneer Investment
03.2018 - 11.2019
Helpdesk/Desktop Tech
University of Massachusetts Lowell
08.2016 - 02.2017
AS - Computer Network Administration
Bunker Hill College
BS - Information Technology
University of Massachusetts Boston
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