Dereje Endale
Senior System Administrator
Addis Ababa,AA
Summary
Detail-oriented Senior IT Service Management Officer with over 7 years of experience delivering Tier 3+ technical support, IT service management, and endpoint security operations. I am skilled in remote troubleshooting, vendor management, and building scalable support structures using tools like ManageEngine Endpoint Central. Proven ability to provide white-glove service, triage security incidents, and support both remote and on-site users. Passionate about process improvement and committed to operational excellence in high-demand environments.
Knowledgeable system administration professional current with latest trends and technical updates available. Known for effective software licensing management and SAAS subscriptions to meet budgets and reduce costs. Excellent track record of response to system problems and data management challenges.
Overview
10
10
years of professional experience
1
1
Language
Work History
Senior System Administrator
Awash Bank
07.2024 - Current
- Deliver advanced Tier 2+ technical support across enterprise systems, ensuring minimal downtime and rapid issue resolution.
- Manage and maintain endpoint security, leveraging ManageEngine Endpoint Central for device management, patching, and remote support.
- Collaborate with vendors and internal teams to ensure high service quality and effective incident escalation.
- Contribute to IT process documentation and continuous service improvement initiatives.
- Manage and optimize AIX-based infrastructure (LPARs, WPARs, HMC) and Ubuntu Linux systems (LTS releases), including performance tuning, security hardening, and patch management.
- Administer endpoint security using ManageEngine Endpoint Central for device management, patching, and remote support across hybrid environments (Windows/Linux).
- Collaborate with vendors and cross-functional teams to troubleshoot complex issues on AIX power systems and Ubuntu cloud/datacenter deployments, ensuring SLA compliance.
- Document IT processes for AIX/Ubuntu system administration, including backup strategies, disaster recovery, and automation scripts (Bash, Python).
Senior IT Service Management Officer – Service Desk
Awash Bank
10.2021 - Current
- Provided client-focused Tier 2+ support and managed escalations for complex technical issues.
- Triaged security alerts and maintained antivirus protection standards across organizational systems.
- Participated in early-stage SOC responsibilities, supporting security monitoring and incident response.
- Coordinated vendor relationships to ensure SLA compliance and improve service delivery.
IT Service Management Officer – Core and Interfaces I
Awash Bank
05.2019 - 10.2019
- Supported core banking interfaces and ensured operational stability of critical financial systems.
- Worked closely with vendors for system updates, patch deployments, and technical troubleshooting.
- Documented support procedures and provided training to junior staff members.
IT Service Management Officer – Channel Services I
Awash Bank
07.2016 - 05.2019
- Delivered technical support for banking channel services, including ATMs, mobile banking, and online platforms.
- Monitored channel system performance, proactively resolving issues to optimize user experience.
- Assisted in vendor evaluation and contract management for IT service providers.
Education
Bachelor of Science - Computer Science
Dilla University
Ethiopia01.2013
Skills
Tier 3 Technical Support
ManageEngine Endpoint Central Administration
Security Alert Triage and Incident Response
Vendor Management and SLA Compliance
Ticketing Systems and ITSM Tools
Core Banking and Financial Services Support
System updates
Training
- Windows Server 2016/2019: Installation, Configuration, and Administration
- SharePoint: Installation, Configuration, End-User Training, and Administration
- Exchange Server 2016: Installation, Configuration, and Administration
- CCNAV4: Configuration & Security
- UNIX(AIX): Installation, Configuration and administration
- Linux (Ubuntu): Installation, Configuration and administration
Timeline
Senior System Administrator
Awash Bank
07.2024 - Current
Senior IT Service Management Officer – Service Desk
Awash Bank
10.2021 - Current
IT Service Management Officer – Core and Interfaces I
Awash Bank
05.2019 - 10.2019
IT Service Management Officer – Channel Services I
Awash Bank
07.2016 - 05.2019
Bachelor of Science - Computer Science
Dilla University