Daniel Bitew
Columbus,OH
Summary
Recent B.A degree holder and currently pursuing a Master's in Cybersecurity, equipped with ITF+, Network+, and Sec+ certifications. Experienced in Desktop Technician roles, adept at troubleshooting, networking, and data management systems. Seeking a full-time role as an IT Service Desk Technician to leverage strong analytical problem-solving skills, technical troubleshooting expertise, and excellent communication skills to provide first contact resolutions and support for users of technology systems.
Overview
15
15
years of professional experience
Work History
Intern- IS Desktop Service
Nationwide Children's Hospital IS Desktop Service
Columbus, OH
04.2023 - Current
- Provided initial customer contact and primary support for hospital technologies, ensuring prompt resolution of hardware, software, and user education problems in accordance with established procedures.
- Received and logged reported technical problems, demonstrating courtesy, patience, and professionalism while performing initial diagnosis and resolving routine issues.
- Utilized knowledge base information to research solutions to routine technical problems and frequently asked questions, ensuring clear and effective first contact resolutions that met customer needs.
- Documented and monitored the status of outstanding incidents, ensuring timely resolution and maintaining accurate records of reported incidents, resolutions, and user interactions.
- Collaborated effectively with IS Desktop Service team members and other hospital staff to address technical challenges and provide superior support to hospital users.
- Managed data management systems, ensuring the integrity and security of hospital data and contributing to the overall efficiency of IT operations.
Valet Supervisor
SP+ Parking
Columbus, OH
01.2023 - Current
- Managed VIP arrivals and departures with smooth and professional approach.
- Coached team members to consistently exceed superior customer service standards.
- Greeted guests, explained valet procedures and answered questions to drive satisfaction and repeat business.
IT Internship
National center for urban solutions TEC
Columbus, OH
09.2021 - 02.2022
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
City Carrier Assistant
United States Postal Service, USPS
Grand Forks, ND
05.2019 - 09.2020
- Delivered and collects mail on foot or by vehicle under varying road and weather conditions.
- Maintained professional and effective public relations with customers and community members.
- Utilized portable scanners to mark item delivered to residences and businesses, keeping records current and accurate.
Management Assistant
Action Construction
Addis Ababa, Ethiopia
03.2009 - 06.2015
- Managed new hire trainings and onboarding to educated employees on company policies and procedures
- Strong skills in computer data management systems, extensive spreadsheet, database and presentation graphics knowledge
- Effective relationship builder, excellent communication and organization skills to interact with staff, administration, internal customers and outside vendors
Education
Master of Science - Cybersecurity
Franklin University
Columbus, OH09-2025
Certification - Cybersecurity
Kable Academy
Cincinnati, OH12-2023
Certifcation - Network+
Kable Academy
Cincinnati, OH10-2023
Certifcation - CompTIA IT Fundamentals ITF+
CertificationKable Academy
Cincinnati, OH08.2023
Google IT Certification - Information Technology
National Center For Urban Solutions TEC
Columbus, OH02.2022
Bachelor of Arts - General Studies
University of North Dakota
Grand Forks, ND05.2021
Skills
- Technical Troubleshooting: Proficient in diagnosing and resolving hardware, software, and network issues, ensuring minimal downtime and maximum user satisfaction
- Help Desk Support: Experienced in providing comprehensive help desk support to users, demonstrating patience, professionalism, and efficiency in resolving technical issues
- Analytical Problem-Solving: Possess strong analytical skills to assess and address technical problems promptly, utilizing knowledge base resources to research and implement effective solutions
- Customer Service: Skilled in delivering exceptional customer service, addressing user inquiries and concerns with empathy, clarity, and professionalism to ensure a positive support experience
- Time Management: Proven ability to manage multiple tasks efficiently, prioritize workload effectively, and meet deadlines in a fast-paced support environment
- Communication Skills: Excellent verbal and written communication skills, adept at conveying technical information clearly and effectively to both technical and non-technical users
- Data Management: Proficient in managing data systems and documentation, ensuring accurate and up-to-date records of reported incidents, resolutions, and user interactions
- Adaptability: Demonstrated flexibility and adaptability to work effectively in diverse environments, collaborating with team members and users to address varying technical challenges and requirements
Timeline
Intern- IS Desktop Service
Nationwide Children's Hospital IS Desktop Service
04.2023 - Current
Valet Supervisor
SP+ Parking
01.2023 - Current
IT Internship
National center for urban solutions TEC
09.2021 - 02.2022
City Carrier Assistant
United States Postal Service, USPS
05.2019 - 09.2020
Management Assistant
Action Construction
03.2009 - 06.2015
Master of Science - Cybersecurity
Franklin University
Certification - Cybersecurity
Kable Academy
Certifcation - Network+
Kable Academy
Certifcation - CompTIA IT Fundamentals ITF+
CertificationKable Academy
Google IT Certification - Information Technology
National Center For Urban Solutions TEC
Bachelor of Arts - General Studies
University of North Dakota
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