Tiruwork Abebe

• Consular Services: Managed passport issuance and renewal, replacement of lost or damaged passports, and visa processing for tourist, business, and diplomatic purposes. Assisted with visa extensions and inquiries, issued and renewed Ethiopian Origin IDs (Yellow Cards), and provided document legalization and notary services, including authentication, certification, and translation of official paperwork.
• Emergency Assistance: Supported Ethiopian nationals in distress by coordinating repatriation efforts and issuing urgent travel documents, ensuring timely and compassionate resolution of emergencies.
• Community Engagement and Outreach: Organized cultural events, promoted Ethiopia's heritage, tourism, and trade opportunities, and facilitated consular registration. Assisted with vital record registrations, including birth, marriage, and death, while guiding eligible individuals through dual citizenship applications.
• Administrative Support and Service Excellence: Maintained detailed records of all consular services provided, ensured efficient workflows, and delivered professional, courteous assistance to citizens and visitors, reflecting the embassy's commitment to high-quality service.

• Monitored helpdesk and responded to incoming tickets to address support needs.
● Used JIRA to create and updated tracking project.
● Answered customer support inquiries via JIRA and on OCHIN Live chat.
● Created user accounts and managed access control.
● Supported users with software, hardware and network issues.
● Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
● AWS CLOUD PRACTITIONER 06/2022 to 12/2023 Bitwise Industries, Fresno, CA DEVOPS TEAM 04/2021 to 05/2022 Bitwise Industries, , Fresno, CA COSTUMER SERVICE MANAGER 10/2015 to 09/2019 Ethiopia Embassy in Rome, Italy, Rome, IT Experience working in EPIC environments.
● Create user accounts and assigned permissions.
● Give on base access , password reset , MFA reset.
● creating JIRA ticket and follow up with issues with clear communication between clint and analyst.
● Researched customer inquiries to provide accurate and up-to-date information.
● Responded to customer inquiries and provided accurate information about products and services via live chat.
● Move Data with Contemn management.
● Documented all customer information accurately in computer system, providing dated notes for future reference.
● Handled inbound customer chat conversations from OCHIN Live .
● Handling customer call conversations from Help Desk phone.
● Followed up with customers about resolved issues to maintain high standards of customer service.
● Responded to custom

• Configured and deployed AWS servers, increasing scalability by 50% and reducing response time by 40%,
• Leveraged cloud computing technologies, resulting in a 50% reduction in infrastructure costs and improving resource utilization by 30%,
• Developed a highly available and fault-tolerant cloud-based application with 99.99% uptime and less than 1% downtime,
• Desined a multi-region cloud architecture for improved availability and fault tolerance, ensuring uninterrupted service during region-specific outages,
• Implemented robust security policies and achieved 100% compliance with industry standards, passing all security audits.

• In order to guarantee quick and dependable software releases, I developed and oversaw Continuous Integration and Continuous Deployment (CI/CD) pipelines that automated code integration, testing, and deployment.
• reduced manual labor and ensured consistent system environments by automating infrastructure tasks and setup with tools like Ansible, Puppet, and Chef.
• developed logging and monitoring tools to track system health and application performance, enabling early problem detection and reducing downtime.
• worked together with the IT operations and development teams to support operational objectives by promoting better communication, troubleshooting, and a uniform workflow.
• Oversaw incident response and troubleshooting activities, promptly restoring services and identifying the root cause to stop recurrence.
• In order to minimize errors and discrepancies between environments, I oversaw configuration and version control, making sure that all teams used stable code versions.
• integrated DevSecOps techniques, incorporating compliance and security checks into development and deployment procedures from the beginning.
• Standardized workflows, deployment protocols, and best practices were documented to preserve uniformity and facilitate team transfers.