Ezana Wondwosen
Alexandria,VA
Summary
Aspiring Business Analyst with over four years of experience in technical support and network security, adept at leveraging analytical thinking and data analysis skills. Proficient in SQL, ServiceNow, and Tableau, with a strong foundation in problem-solving and communication. Eager to apply technical expertise to optimize business processes and drive strategic initiatives.
Overview
4
4
years of professional experience
Work History
Help Desk Technician
Retail Technology Group
Remote
02.2023 - Current
- Resolved 20+ daily technical issues for restaurant chains, ensuring 95% first-call resolution.
- Collaborated with 10+ technicians to optimize system performance and minimize downtime.
- Applied advanced technical skills to address complex problems, ensuring smooth operations.
Data Entry Operator
Retail Technology Group
Remote
02.2023 - Current
- Processed 20-30 daily menu updates for Arby's locations nationwide, ensuring 98% accuracy in menu item additions, removals, price changes, and coupon implementations.
- Reduced data errors by 90% through strict adherence to quality control standards and timely resolution of data discrepancies.
- Increased data entry efficiency through the Menu team by roughly 80% through the effective use of SQL and Tableau.
- Achieved a minimum 90% on-time delivery rate for menu updates, contributing to the team's overall success.
Help Desk Technician
NORTHERN VIRGINIA COMMUNITY COLLEGE
04.2021 - 10.2022
- Resolved IT issues for 500+ users, ensuring security and system integrity.
- Achieved 95% satisfaction by responding to help desk tickets within 15 minutes.
- Installed and maintained 100+ systems, reducing security risks and downtime.
- Investigated network activity with security teams, identifying potential breaches.
- Managed secure accounts for 50+ users monthly, preventing unauthorized access.
Education
Computer Science -
GEORGE MASON UNIVERSITY
Fairfax, VA12-2025
Skills
- SQL
- Excel
- MS windows
- ServiceNow experience
- Multi-phase project management
- Tableau
Timeline
Data Entry Operator
Retail Technology Group
02.2023 - Current
Help Desk Technician
Retail Technology Group
02.2023 - Current
Help Desk Technician
NORTHERN VIRGINIA COMMUNITY COLLEGE
04.2021 - 10.2022
Computer Science -
GEORGE MASON UNIVERSITY
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