Position: Desktop Support Technician/Helpdesk
Category: Support
English level: upper
Years of experience: 4

Provide IT support in African Union Commission Summits
I have been an Desktop Support Technician/Helpdesk for more than 4 years

I'm employed by a prominent international organization in Ethiopia.

Work Background:

• Respond to IT helpdesk calls, send out tickets, and monitor their progress using SolarWinds' ticketing system.

• Resolve IT incidents, enhance business processes, and deliver excellent customer service.

• Respond to staff questions about IT incidents;

• Identify and fix issues with the hardware, software, and network components.

• Update and patch staff computer's antivirus software, Microsoft Office programs, SAP GUI, and Windows operating systems.

• Use AD Manage Engine to unlock, reset passwords, modify account expiry date for staff accounts.

• Remote assistance with applications like SCCM,TeamViewer, AnyDesk

• Configure and install laptops, desktops, docking stations, printers, scanners, and UPS.

• Supporting technological issues like OneDrive troubleshooting,

 • Download, install, and activate Microsoft Office 365 products.

• Fixing problems with the Outlook mailbox and other office products

• Assist employees in using remote access software such as AnyConnect and Citrix

• Manage network servers and technology tools using Cisco ISE

• Monitor network traffic using Cisco Stealth Watch.

• Schedule and host virtual meetings, webinars, and conferences using collaboration tools like Microsoft Teams and Zoom, and support attendees with IT-related issues as needed (Hosted more than 300 Zoom meetings)

I am extremely motivated, fast to pick up new information, and task-oriented. Through my years of experience, I have improved my abilities in relationship-building and customer service. I put my absolute best effort and enthusiasm into whatever I do. I'm a motivated, accountable individual who appreciates integrity and productive working relationships.

I am able to assist customers via email and tickets, and I am emphatic that doing so always comes first. Due to my years of experience, I have perfected the ability to turn challenging circumstances into favorable ones by exhibiting empathy and understanding, patience, and tranquility.

To provide customers with the greatest support possible, I'm more than happy to learn about products and services.

I take great delight in providing top-notch, prompt, and accurate services. prompt, and accurate service, and am available for both short- and long-term projects.

You can get in touch with me for more details.