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
Washington,DC
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
Silver Spring, MD
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