Technology
Bereket Geleta
IT Support Analyst
Dubai,Dubai
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop and mobile support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call as attested by countless raving reviews from or external clients and internal team as well. Enthusiastic Technical Support Representative specializing in delivering outstanding customer service. Background in helping businesses promote products and services to drive sales. Analytical and thorough in tackling customer issues. Very good with customers and handling pressure while maintaining composure and professionalism while working. Extreme patience, attention to detail and upbeat enthusiasm will definitely be an invaluable asset.
Overview
9
9
years of professional experience
9
9
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
IT Support Specialist
MMCY Technologies
Dubai , Dubai
07.2018 - Current
- Served as first point of contact for mobile and non-mobile devices for both internal team and clients.
- Setup both iOS, MacOS and Android systems as per clients needs.
- Trained both customers and internal team on how to effectively use iOS, MacOS and Android devices.
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Created help desk tickets, troubleshot and resolved desktop issues and handled over 40 calls per day during peak hours.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Junior IT Support Technician
Ethiopian Agricultural Transformation Agency
Addis Ababa, Addis Ababa
07.2017 - 07.2018
- Configured employees email accounts and company related logins.
- Assisted in setting up employees on MacOS and Windows on their computers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Received and processed stock into inventory management system.
- Handled procurement of IT goods and services.
- Made numerous interactions per day to address customer inquiries and concerns about their software and hardware needs.
IT Technician
Anbessa Shoe Share Co.
Addis Ababa, Addis Ababa
11.2016 - 07.2017
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Served at internal helpdesk, accepting and resolving calls or delegating more severe issues to supervisor.
IT Technician & Equipment's Sales Rep
Henwalti Trading PLC
Addis Ababa , Addis Ababa
09.2013 - 06.2016
- Assisted in software and hardware issues that clients and team faced
- Client technology support- provided regular training on how to use the latest mobile and non mobile technologies.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Managed mobile device fleets, tracking deployments, faults and acceptance of units to prevent property loss.
- Engaged with clients and sales team to provide the best computer and mobile device for their needs
ICT Customer Service Officer
Henon Computers
Addis Ababa , Addis Ababa
08.2012 - 08.2013
- Exceeded goals through effective task prioritization and great work ethic.
- Local Area Network implementation for different businesses
- Desktop and Mobile application install for clients and internal team.
Education
Bachelor of Science - Computer Science
Addis Ababa University
Addis Ababa, Ethiopia 10.2012 - 07.2016
High School Diploma -
Neway Challenge Academy
Addis Ababa, Ethiopia 09.2007 - 08.2012
Certificate -
DMA Computer Technology
Addis Ababa, Ethiopia 09.2012 - 12.2012
Skills
Desktop support
undefinedCertification
Computer Maintenance and Networking
Interests
Football
Books
Timeline
IT Support Specialist
MMCY Technologies
07.2018 - Current
Junior IT Support Technician
Ethiopian Agricultural Transformation Agency
07.2017 - 07.2018
IT Technician
Anbessa Shoe Share Co.
11.2016 - 07.2017
IT Technician & Equipment's Sales Rep
Henwalti Trading PLC
09.2013 - 06.2016
Bachelor of Science - Computer Science
Addis Ababa University
10.2012 - 07.2016
Certificate -
DMA Computer Technology
09.2012 - 12.2012
Computer Maintenance and Networking
09-2012
ICT Customer Service Officer
Henon Computers
08.2012 - 08.2013
High School Diploma -
Neway Challenge Academy
09.2007 - 08.2012
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