Efrem Mekonnen

IT Help Desk Technician

• Provided technical support to end-users, resolving hardware and software issues efficiently.
• Diagnosed network connectivity issues and implemented effective solutions to enhance user accessibility.
• Utilized remote desktop tools to assist users in troubleshooting problems from various locations.
• Maintained accurate documentation of support requests and resolutions within ticketing system.
• Developed user-friendly guides for common technical problems, increasing self-service capabilities among users.
• Configured hardware, devices, and software to set up work stations for employees.
• Managed over 2,000 users and completed approximately 30 incoming calls. emails and tickets per day from customers.

Team Member (2016-2018)

• Delivered exceptional customer service by greeting guests, taking orders, and ensuring accurate transactions at the front counter and drive-thru.
• Prepared and assembled food items according to Chick-fil-A quality and safety standards in a fast-paced kitchen environment.
• Maintained cleanliness and organization of workstations, dining area, and kitchen to uphold health and safety regulations.
• Collaborated with team members to meet service goals and ensure efficient operations during peak hours.

Team Lead (2018-2020)

• Supervised and supported team members in both front-of-house and back-of-house operations to maintain high service standards.
• Trained new employees on company procedures, food safety, and customer service best practices.
• Managed shift responsibilities, including delegating tasks, monitoring performance, and resolving customer concerns promptly.
• Assisted in inventory checks and ensured compliance with operational guidelines to optimize workflow and reduce waste.