BISRAT MUHYE
Silver Spring,MD
Summary
Results-oriented Desktop Support Engineer with 5+ years of experience providing quality and professional installation, configuration and support of desktop and laptop computers, personal and network printers and applications. Strong knowledge of TCP and IP and well-versed in Windows 10 Pro, macOS and Active Directory.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Desk-side Support Engineer II
IntelliDyne.LLC
07.2023 - Current
- Fostered collaborative work environment by sharing knowledge and expertise with team members to improve overall departmental performance.
- Assisted in planning and execution of office relocations, ensuring minimal disruption to business operations during transition period.
- Coordinated with vendors on warranty claims for faulty equipment, reducing costs associated with repairs or replacements.
- Provided comprehensive technical support for users, addressing various issues related to computer systems, peripherals, and applications.
- Collaborated with IT team on network infrastructure improvements, resulting in reduced service interruptions.
- Streamlined IT support processes for quicker response times and improved user satisfaction managed over 25 calls per day
- Evaluated new software solutions before deployment to assess compatibility with existing systems infrastructure, minimizing potential conflicts upon implementation
Help Desk Tech Support II at FDA
Human Touch LLC
06.2022 - 06.2023
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Rolled out software updates and applied server patches to thwart threats from penetrating networks.
- Devised solutions to operations issues working closely via phone, email, live chat and web teleconference.
- Configured hardware and granted system permissions to new employees.
- Monitored systems in operation and quickly troubleshot errors.
- Provided basic end-user troubleshooting and desktop support.
- Retained existence users and developed 10 new accounts by extending high quality and efficiency support Services.
IT Asset Management Analyst/Associate
Cvent
04.2022 - 07.2022
- Submission of IT equipment purchase requests
- Maintain inventory levels required for daily operations
- Tracking delivery and receipt of new and existing IT equipment.
- Forecast yearly IT requirements at various sites.
- Recording, managing, and maintaining inventory of IT equipment
- Documenting and refining IT equipment lifecycle processes.
- Coordinate computer repairs
- Tested 100 personal computers and peripheral to diagnosis hardware and software problems every weeks
- Generate and distribute reports on assets and their status
- Clean, organize and bring structure to IT imaging and shipping areas.
- Remove and deliver/setup IT equipment at/from desks across office
- Optimized resource allocation by conducting thorough cost-benefit analyses on potential investments
DESKTOP SUPPORT TECHNICIAN
TEKsystems
03.2022 - 03.2022
- Provided field support, maintenance, repair, installation and upgrades to desktops, PC, laptops
- Install, Diagnose and repair desktops, laptops and peripheral devices
- Created and improved intelligence resources to facilitate consistent data management strategies
- Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions
- Worked with various systems, software and peripherals and various types of games
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes
- Removed malware, ransomware and other threats from laptops and desktop systems
- Enhanced help desk ticketing system, resulting in 10% reduction in support call turnaround time.
FINANCIAL REPRESENTATIVE
Western & Southern Life
01.2020 - 03.2021
- Responsible for modifying, updating, and processing existing policies and claims to customer first platform that reflect any changes in their insurance type and coverage
- Increase customer satisfaction rate by 85% versus previous year
- Managed finances and overall business direction through solutions-oriented problem- solving
- Met with customers to assess needs, financial status and eligibility.
- Reviewed community and industry markets to increase number of clients and expand overall market share
VALET ATTENDANT
BAGGAGE PORTER, Colonial Parking
06.2017 - 09.2020
- Transport guests about premises and local areas or arrange for transportation when needed
- Receive and check baggage by completing and attaching claim checks by establishing good customer relationship
- Transported at least 100 cars per day to designated parking spaces
- Parked and retrieved cars carefully to prevent damage and avoid delays by established safety first rule.
- Parked and retrieved cars carefully to prevent damage and avoid delays
- Established positive guest relationships through consistent delivery of excellent customer service
CASHIER
Whole Foods Market
02.2017 - 02.2018
- Assisted customers with locating goods, responding to inquiries, interpersonal skills
- Good communication skills to interact with customers
- Complete financial transactions for goods purchased via cash, check credit cards, vouchers
- Restocked and organized merchandise in front lanes managed customer needs
- Managed over 1000 customers per day
- Helped customers complete purchases, locate items and join reward programs
SYSTEM ANALYST TEAM LEAD
Cyber Transit And Logistic
11.2013 - 11.2016
- Approve, schedule, plan, and supervise installation and testing of new products and improvements to computer systems, such as installing new databases.
- Planned, coordinated, and implemented security measures to safeguard information in computer files against accidental on unauthorized damage, modification, or disclosure.
- Equipped company with scalable systems, which improved business growth and system availability, averaging 85% uptime.
- Administered, supported and monitored databases by proactively resolving database issues and maintaining servers.
- Image and install software on Windows, and Apple laptops/desktops including IMAC(installations, moves, additions, and changes) and Remote support.
- Open and close service requests, as well as manage classification, assignment, tracking, and completion of requests or incidents.
- Researched, recommended and implemented new software to meet business needs.
General Service Manager
Addis Ababa University
10.2009 - 07.2013
- Administer telecom infrastructure of university 11 offices, including creating and correcting PowerShell scripts that drive automation of HRIS-like processes
- Ensured high system availability and avoid downtime losses and obtaining 90% students and employee satisfaction ratings
- Decrease job completion time from 50+ minutes to under 12 minutes by implementing efficient system for employees to accomplish daily tasks
- Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults
- Established network specifications and analyzed workflow, access, information and security requirements.
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
Education
Some College (No Degree) - AWS
Montgomery College
Rockville, MDSome College (No Degree) - Security+
Montgomery College
Rockville, MDSome College (No Degree) - IT Support & Networking
Per Scholas
Washington Dc01.2021
Bachelor of Arts - History Management
Addis Ababa University
Addis Ababa01.2008
Skills
- End-User Account Management
- Data Transfer Best Practices
- New System Deployment
- Application support
- Technical issues analysis
- Customer service expert
- Ticketing System Oversight
- Software diagnosis
- IT Service Management (ITSM) Oversight
- VDI ( Virtual desktop environments )
- Mobile Device Management ( MaaS 360 and Air watch )
- Hardware Installation
- Desktop Virtualization
- Cloud-Based Software Deployment
- Remote Diagnostics
- IT Security Management
Certification
- IT Support Per Scholas - Washington Dc
- Google IT Support
- Introduction to cybersecurity Tools & Cyber Attacks (IBM)
- Introduction to IoT (Cisco)
- Introduction to Cybersecurity (Cisco).
- CompTIA A+ CE Certification.
- Microsoft Office specialist (MSO)
- CompTIA Security+ CE Certification
- Cybersecurity Analyst - Cyber security infrastructure Agency
- Microsoft 365 certified: Modern desktops Administrator Associate
Additional Information
Traveled with United stats department of justice’s civil divisions Attorney’s
Timeline
Desk-side Support Engineer II
IntelliDyne.LLC
07.2023 - Current
Help Desk Tech Support II at FDA
Human Touch LLC
06.2022 - 06.2023
IT Asset Management Analyst/Associate
Cvent
04.2022 - 07.2022
DESKTOP SUPPORT TECHNICIAN
TEKsystems
03.2022 - 03.2022
FINANCIAL REPRESENTATIVE
Western & Southern Life
01.2020 - 03.2021
VALET ATTENDANT
BAGGAGE PORTER, Colonial Parking
06.2017 - 09.2020
CASHIER
Whole Foods Market
02.2017 - 02.2018
SYSTEM ANALYST TEAM LEAD
Cyber Transit And Logistic
11.2013 - 11.2016
General Service Manager
Addis Ababa University
10.2009 - 07.2013
Some College (No Degree) - AWS
Montgomery College
Some College (No Degree) - Security+
Montgomery College
Some College (No Degree) - IT Support & Networking
Per Scholas
Bachelor of Arts - History Management
Addis Ababa University