Hana Abebe
Alexandria,USA
Summary
Highly skilled IT specialist with a great track record of customer service, strong organizational abilities, and an organized strategy to managing multiple projects at once. committed to consistently delivering expert and outstanding outcomes. Looking for a job where I can use my information technology skills and knowledge to secure resources and information while also adding value to a business. I'm sure that my proficiency in problem-solving, exceptional customer service, and my passion in information technology will be a benefit to your business.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
Small Business Administration – Patriot LLC
04.2024 - Current
- Provides essential entry-level support, dealing with common technical problems while ensuring efficient ticket management and good customer service.
- Assist end-users with common technical problems and provide instructions on how to use software and hardware.
- Handle inquiries regarding system access, software installation, and routine operational tasks.
- Ensure basic setups (like email accounts, VPN, or network access) are configured properly for users.
- Monitor system alerts and respond to any that indicates a potential issue (e.g., server or application downtime).
- Communicate clearly and efficiently, especially when handling frustrated users or urgent problems.
Service Desk Analyst
Customs Boarder protection- Patriot LLC
03.2023 - 04.2024
- Tackled troubleshooting and problem resolution to support end-user technical issues.
- Identified problems in printers, scanners and networking hardware, applying required fixes, or escalating issues.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Monitored IT use to maintain compliance with established processes, policies, and guidelines.
- Reviewed requests for service to resolve IT difficulties, documenting, and fielding tickets to improve problem resolution.
- Maintained working knowledge of current hardware and equipment by completing required training and reading applicable literature.
- Generate Tier1-3 incident tickets in service now.
Intake Data Specialist
SBTS Group
05.2021 - 03.2023
- Data entry and intake for satellite remote locations for Department of Health in response to the pandemic working with project management.
- Compiled data and reviewed information for accuracy prior to input Corrected any data entry error to prevent later issues such as duplication or data degradation.
- Led Customer friendly and intellectual individuals with desire to exceed expectations.
Education
Bachelor’s Degree - InfoTech - Concentration in Cybersecurity
Strayer University
01.2021
Associate Degree - Accounting
American College of Commerce and Technology
01.2012
Skills
- Experience in cybersecurity principles, practices, and innovations
- Experience with VPNs, firewalls, and encryption techniques
- Adept in using programming languages (such as Java and Python)
- Knowing how to evaluate risks and respond to incidents
- Excellent capacity for analysis and problem-solving
- Outstanding interpersonal and collaborative abilities
Certification
- CompTIA Security+ CE February 2025
- US Citizen
Timeline
Service Desk Analyst
Small Business Administration – Patriot LLC
04.2024 - Current
Service Desk Analyst
Customs Boarder protection- Patriot LLC
03.2023 - 04.2024
Intake Data Specialist
SBTS Group
05.2021 - 03.2023
Associate Degree - Accounting
American College of Commerce and Technology
Bachelor’s Degree - InfoTech - Concentration in Cybersecurity
Strayer University
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