Yebsira Gebisa
Alexandria,VA
Summary
Dedicated and detail-oriented IT professional with technical support experience, specializing in providing exceptional end-user support and problem-solving for complex hardware and software issues. Experienced in delivering efficient service resolution, managing ticketing systems, and collaborating with cross-functional teams to achieve high levels of customer satisfaction. Bilingual and skilled in troubleshooting, Active Directory, and ITIL frameworks, with a strong focus on maintaining compliance with organizational policies and privacy standards.
Overview
1
1
year of professional experience
1
1
Certification
Work History
End-User Support Specialist
Fannie Mae
Reston, VA
01.2024 - Current
- Provided phone-based and remote technical support for office and remote personnel, ensuring prompt service restoration for various systems and applications
- Managed and resolved technical issues using ticketing systems, ensuring compliance with SLAs and company policies, including regular use of DUO Admin and LAPS UI for security-based troubleshooting
- Leveraged VMware Horizon to support virtual desktop environments, alongside Workspace ONE UEM for device administration and Active Directory for account provisioning
- Delivered superior customer service, consistently achieving high levels of end-user satisfaction and first-time resolution for hardware/software issues
- Documented Standard Operating Procedures and workflows, contributing to internal knowledge resources and enhancing team performance
- Demonstrated strong organizational skills, effectively multitasking and prioritizing high-volume support requests
- Identified, diagnosed, and resolved technical problems related to computer systems, networks, and applications.
- Answered incoming calls from customers seeking assistance with technical issues.
- Resolved customer inquiries via phone or email in a timely manner.
- Created documentation for user support procedures including installation instructions and frequently asked questions.
- Developed training materials for users on newly implemented systems or changes to existing systems.
- Monitored system performance metrics such as disk space utilization levels and CPU usage rates.
- Offered guidance regarding best practices when using various technologies.
- Answered user inquiries to resolve computer software or hardware operation problems.
Cashier
CVS Pharmacy
Washington, DC
05.2023 - 08.2024
- Greeted customers and answered any questions they had about the store's products and services.
- Assisted customers over the phone regarding store operations, product information and order placement.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Identified discrepancies between actual count and register balance; made corrections accordingly.
- Worked closely with front-end staff to assist customers.
Education
Associate of Applied Science - Cyber Security
Northern Virginia Community College
Annandale, VA12-2025
Software Development/Data Analysis -
Year Up
Washington, D.C.07-2024
Skills
- Technical Support & Troubleshooting
- Hardware/software troubleshooting
- Service restoration
- Escalation management
- Microsoft Office Suite
- VMware Horizon
- DUO Admin
- LAPS UI
- AdTools
- ServiceNow
- Workspace ONE UEM
- IT Service Management (ITSM)
- Ticketing systems
- Windows
- Virtual Desktop Environments
- Active Directory
- User account management
- Group Policy
- Access provisioning
- ITIL
- Customer Service
- Strong communication
- Issue resolution
- Customer satisfaction focus
- Network Troubleshooting
- Troubleshooting
- On-site support dispatch management
- Mobile Device Repair
- Computer Diagnostics
- Service desk support
- Training abilities
- Internal support ticket management
- LAN/WAN
- Call Management
- Desktop support
- Technical Troubleshooting
- Resolve technical problems
- Mac systems
- Customer service expert
- Incident Management
- User Support
- Report Preparation
- Supply Management
- IT diagnostics
- Remote Technical Support
- Windows/Mac
- Android/iOS
- Jira
- MySQL
- Data Managment
- Data Visualization
- Data Collection
- Microsoft Power BI
- Application support
- Python
- Trend Analysis
Certification
- Microsoft Word
- Microsoft Outlook
- Microsoft Excel
- Professional Scrum Master I (PSM I)
- ITIL (In Progress)
Additional Qualifications
- Demonstrated ability to handle high-pressure situations and meet tight deadlines with precision and efficiency.
- Self-motivated, proactive, and adaptable, consistently striving to deliver results-driven technical support and excellent customer service.
Timeline
End-User Support Specialist
Fannie Mae
01.2024 - Current
Cashier
CVS Pharmacy
05.2023 - 08.2024
- Microsoft Word
- Microsoft Outlook
- Microsoft Excel
- Professional Scrum Master I (PSM I)
- ITIL (In Progress)
Associate of Applied Science - Cyber Security
Northern Virginia Community College
Software Development/Data Analysis -
Year Up
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