Summary
Overview
Work History
Education
Skills
Timeline
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Mesele Getaneh

Lakeville,MN

Summary

Results-oriented IT support analyst with a proven track record of successfully troubleshooting and executing projects. Skilled in building trust with customers through effective communication and collaborating with internal and external teams to provide top-level support. Utilizes resourcefulness, data analysis, and creativity to deliver best-in-class services, enhancing the customer experience and reputation. Proficient in time management, software/hardware resolutions, report processing, technical support, and solving complex challenges with innovative solutions.

Overview

8
8
years of professional experience

Work History

Airport Systems Support Technician

ServiceTec
05.2024 - Current
  • Maintain common use equipment throughout the airport, include Airlines Application ensuring seamless operations. Documentation of IT issues and their resolutions using ticketing system escalating problems to appropriate Team.
  • Strong interpersonal, communications, organizational and time management skills
  • Providing tech support to clients through remote support sessions, including power cycles, addressing technical issues, and troubleshooting to ensure client satisfaction.
  • Install, remove, maintain Computer Hardware, and replace components as needed, and monitor the ticketing queue for issues that need attention physical environment inspections, cabling inspections, swapping failed components.
  • Key Achievements:
  • Received praise from colleagues for troubleshooting and fixing the office printer, allowing printing operations to proceed flawlessly.
  • Improved customer service ratings by initiating research to detect & follow steps in resolving issues within the KB application.
  • Contributed to the success of major IT projects by providing technical expertise during design, implementation, testing, and deployment phases.
  • Collaborated with cross-functional teams to develop IT strategies aligned with organizational goals, fostering efficiency and innovation throughout the company.
  • Maintained accurate inventory records of all IT assets, allowing for efficient tracking and management of resources.
  • Provided exceptional customer service by responding promptly to user requests for technical support, consistently resolving issues in a timely manner.

Technical Support Analyst I

Medtronic
03.2020 - 02.2022
  • Resolve inbound technology-related calls and submit helpdesk tickets efficiently, working in a high-volume call center environment.
  • Helping user account management and security within Microsoft Active Directory, Azure, M365.
  • Provide technical support and guidance to end-users regarding endpoint devices, software applications, and connectivity-related issues.
  • implement endpoint solutions, including hardware, operating systems, software applications, and security configurations
  • Configure and deploy endpoint devices, ensuring proper connectivity, system stability, and user productivity.
  • Deliver extraordinary customer service to exceed service & support expectations and achieved a 95% customer satisfaction rating.
  • Serve as secondary subject matter expert for Windows OS & hardware to provide guidance and training for analysts and customers.
  • Monitor and troubleshoot issues, identify root causes, and implement solutions to resolve technical problems.
  • Document, track, and prioritize tickets using ServiceNow to make certain problems are addressed in a timely and accurate manner.
  • Coordinate cross-functionally with teams to handle incoming calls, tickets, and fix and resolve any potential problems/outages.
  • Identify and troubleshoot IT issues regarding Windows OS, hardware, software, mobile devices, and applications using multiple sources.
  • Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
  • Resolved complex technical issues for clients, enhancing overall system performance.
  • Provided remote assistance to customers in resolving software and hardware issues, ensuring minimal downtime.

CUSTOMER SERVICE

Enterprise Holdings
08.2017 - 12.2020
  • Assisted users with bookings for vehicles by selecting desired car-class and sending virtual confirmations, improving service overall.
  • Greeted and directed customers to exit booth, provided local directions and maps, and offered return directions where applicable.
  • Answered customer questions & concerns to minimize counter visits, increase customer loyalty, and boost personal metric scores.
  • Performed numerous customer service duties as needed to assist departments and ensure services exceeded customer needs.
  • Key Achievements:
  • Achieved a 90% customer satisfaction score by resolving customer concerns, answering inquiries, and upgrading available vehicles.
  • Successfully resolved an enraged customer’s issue with both composure & tact by offering a free day upgraded car rental swiftly.

Education

Associate of Science (AS) - Computer Support & Network Administration

Minneapolis Community & Technical College
01.2019

Skills

  • Organization
  • Virtual meeting facilitation
  • Telephony
  • Proprietary Software
  • Printer troubleshooting
  • Experience with office devices
  • Computer Science
  • Desktop support and administration
  • Service level analysis
  • End-user support expertise
  • Experience with computer hardware components
  • IT service support
  • Technology integration expertise
  • IT Management
  • Proficient in ticketing systems
  • Software and hardware maintenance
  • Configuration management skills
  • User training facilitation
  • Detail-oriented approach
  • Client support
  • Recruiting
  • Networking
  • Project Management
  • Sales
  • Integrity
  • Advanced escalation support
  • Inventory & Asset Management
  • New Hire Onboarding Training
  • Adobe Photoshop
  • Skilled in using Microsoft Office 365 applications
  • Microcomputer System Maintenance
  • Windows operating systems expertise
  • Help desk experience
  • Desktop support
  • Remote technical support

Timeline

Airport Systems Support Technician

ServiceTec
05.2024 - Current

Technical Support Analyst I

Medtronic
03.2020 - 02.2022

CUSTOMER SERVICE

Enterprise Holdings
08.2017 - 12.2020

Associate of Science (AS) - Computer Support & Network Administration

Minneapolis Community & Technical College

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Mesele Getaneh