Efrata Ketema

Provided technical support for county staff by troubleshooting system and application issues, resolving access and permission problems, and responding to user service requests in a timely manner.

Supported and maintained SharePoint environments used by multiple departments, ensuring system availability, proper configuration, and smooth day-to-day operations.

Developed and supported Power Platform solutions (Power Apps, Power Automate, Power BI) to improve internal workflows, reporting, and data management.

Diagnosed and resolved user-reported issues related to business applications, escalating complex technical problems to senior IT staff when required.

Worked directly with non-technical users to assess needs, provide guidance on system usage, and deliver practical, user-focused solutions.

Documented technical procedures, support resolutions, and system changes to improve knowledge sharing and operational efficiency.

Assisted with system testing, upgrades, and enhancements to ensure stability,

performance, and compliance with organizational standards.

Provided support for system upgrades and installations, ensuring minimal disruption to operations.

Conducted training sessions for staff on new software applications and technologies, enhancing user proficiency.

Managed routine maintenance tasks, such as updating software, patching security holes, and replacing outdated hardware components.

Reduced downtime by proactively identifying potential system vulnerabilities and addressing them promptly.

Provided technical support for internal users by troubleshooting hardware, software, and system-related issues in a timely and professional manner.

Processed and resolved user support requests, including access issues, application errors, and basic system configuration.

Supported business systems and internal applications, including SharePoint and other Microsoft tools, to ensure smooth daily operations.

Worked directly with end users to assess technical needs, provide guidance on system usage, and deliver practical solutions.

Escalated complex issues to senior IT staff when problems were beyond scope, while maintaining clear documentation and follow-up.

Assisted with system testing, updates, and enhancements to maintain stability and performance.

Maintained technical documentation and support records to improve efficiency and knowledge sharing.

Analyzed IT systems to identify and resolve technical issues, enhancing operational efficiency.

Collaborated with cross-functional teams to support software implementation and system upgrades.