Summary
Overview
Work History
Education
Skills
Websites
Certification
Skill Summary
Timeline
Generic

Tsion Lemma

Dallas,Texas

Summary

I am dedicated to providing exceptional technical support and troubleshooting assistance to end-users. With a strong focus on customer satisfaction, Proficient in diagnosing and resolving technical problems, I communicate effectively to guide users through solutions and maintain detailed records of support activities. Committed to staying updated on emerging technologies and best practices, I strive to continuously enhance IT support services and contribute to organizational success.

Overview

6
6
years of professional experience
1
1
Certification

Work History

IT Help Desk Specialist

Wells Fargo
12.2022 - Current
  • Conduct troubleshooting to resolve IT-related and application issues for over 1,000 users.
  • Consistently meet call handling goals by closing an average of 47 calls per day, achieving an 80% first-call resolution ratio.
  • Developed and implemented an efficient ticketing system to monitor incoming service desk tickets, track incidents, and troubleshoot issues.
  • Provide clients with information on available upgrades and troubleshoot computer-related problems for both internal and external clients.
  • Administer all aspects of Active Directory group policy, including creating and managing end-user accounts using Active Directory.
  • Diagnose and resolve technical issues or escalate to appropriate technical teams for further assistance.
  • Log all help desk interactions, categorize and prioritize tickets, and ensure timely resolution according to service level agreements (SLAs).
  • Participate in on-call rotation and after-hours support as required to ensure 24/7 coverage for critical systems and services.
  • Provide excellent customer service, ensuring end-users are satisfied with the resolution of their technical issues.

Internship

New York Life
09.2021 - 11.2022
  • Developed highly interactive and customized UIs using JavaScript, HTML5, and CSS to enhance the functionality of web applications.
  • Identified innovative ideas and proof of concepts according to project requirements.
  • Built a tool to retrieve detailed application logs from desired servers.
    Acted as an enthusiastic entry-level Scrum Master.
  • Worked in Agile environments as a Scrum Master, with a proven track record of six months of successful experience in a fast-paced setting.
  • Communicated findings via email to management for better visibility and decision-making purposes.
  • Extracted data from New York Life servers, exported it to Excel spreedsheets, and imported it into Tableau for visualization purposes.
  • Managed timeframes to ensure project milestones were met.

Shipping Specialist

Inogen Inc.
04.2020 - 08.2021
  • Fulfilled customer orders on all levels of a multi-level mezzanine.
  • Pack and ship customer orders with appropriate documentation/ RF scanning.
  • Used Radio Frequency (RF) handheld to determine picks.
  • Efficiently manage all aspects of shipping and receiving operations within the warehouse.
  • Prepare and package items for shipment according to specifications, including proper labeling and documentation.
  • Communicate effectively with carriers and logistics providers to arrange pickups and deliveries.
  • Collaborate with team members to streamline shipping processes and improve overall warehouse efficiency.

Data Entry Specialist

Boxer Communications, Inc.
01.2018 - 03.2020
  • Maintain high standards of customers service during high-volume, fast-paced operations
  • Operate cash registers and process payments using various payment methods, including cash, credit/debit cards, and mobile payments.
  • Collaborate with team members to ensure smooth store operations, including coordinating breaks, managing customer flow, and supporting other tasks as needed.
  • Took necessary steps to meet customer needs and effectively resolve order or service issues
  • Displayed a positive and friendly attitude towards customers and fellow team members.
  • Prepare and serve ice cream treats, desserts, and beverages according to Baskin-Robbins' standards and recipes.
  • Address customer inquiries, concerns, and complaints promptly and professionally, striving to resolve issues to the customer's satisfaction.

Education

Software App Dev - Software Dev

Year Up
Dallas, TX
01.2020

Skills

  • Technical Proficiency
  • Customer Relations
  • Data entry
  • Knowledge of Operating Systems
  • Remote Support
  • Software Installation and Configuration
  • Attention to Detail
  • Team Collaboration
  • Continuous Learning
  • Networking Basics

Certification

Google IT Support Professional Certificate

CompTIA A+

HDAA (Help Desk Analyst Association) Certified Help Desk Analyst (CHDA)

Skill Summary

Operating Systems: Proficient in Windows (7, 8, 10), macOS, and Linux

Hardware Troubleshooting: Desktops, laptops, printers, scanners

Software Support: Installing, configuring, and troubleshooting software applications

Remote Desktop Support: Remote Desktop Protocol, TeamViewer, MS Teams

Active Directory Management: Password resets and account unlocks.

Ticketing Systems: ServiceNow, Jira


Timeline

IT Help Desk Specialist

Wells Fargo
12.2022 - Current

Internship

New York Life
09.2021 - 11.2022

Shipping Specialist

Inogen Inc.
04.2020 - 08.2021

Data Entry Specialist

Boxer Communications, Inc.
01.2018 - 03.2020

Software App Dev - Software Dev

Year Up
Tsion Lemma