Yonathan Zewdie
Nefas Silk Lafto
Summary
Results-oriented IT professional with a strong background in IT. Skilled in customer service, troubleshooting and resolving technical issues, with a focus on optimizing system performance and ensuring user satisfaction. Seeking a challenging position where I can apply my expertise in to support the organization's IT infrastructure and drive technological advancements. Passionate about staying current with industry trends and best practices to provide effective solutions.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Service Desk Analyst
Bank Of Abyssinia
02.2020 - Current
- Created procedures and guidelines for the department regarding daily service requests and incident management
- Served as the main point of contact for international remittance services
- Developed, implemented, and managed quality service procedures for handling service requests and incidents
- Was delegated by management to take on tasks and supervise staff members when necessary
- Conducted training sessions for new employees joining the department
Acting Manager - Service Desk Department
Bank Of Abyssinia
11.2024 - 07.2024
- Oversaw daily operations of the service desk team, ensuring timely resolution of IT incidents and requests to meet service level agreements (SLAs)
- Acted as the primary point of escalation for complex technical issues, providing guidance and support to team members to enhance problem-solving capabilities
- Developed and implemented training programs to improve staff skills and knowledge, resulting in increased efficiency and customer satisfaction
- Analyzed service desk performance metrics and generated reports to identify trends, areas for improvement, and opportunities for process optimization
- Collaborated with cross-functional teams to enhance service delivery and implement new technologies that improved the user experience
- Managed staff schedules and workloads to ensure adequate coverage and maintain high levels of service during peak times
Senior System Administrator
Ethiopian Civil Service University
02.2014 - 06.2014
- Administers server-side applications along with physical servers running on the Linux operating system
- Supports and manages user accessibility and access privileges
- Participates in projects related to network infrastructure installation, inspections, and testing
Help Desk Officer
Ethiopian Civil Service University
05.2011 - 01.2014
- Provides IT support to the campus community, including students and lecturers, addressing their needs related to IT device installation, maintenance, and incident resolution
- Assists network administrators with the installation of servers and server-side applications, as well as configurations for building-level access switches
- Participates in purchasing committees for IT devices and essential applications
- Responsible for the installation of network cabling, nodes, and server configurations
- Provide maintenance and support for computer hardware and applications
- Perform computer incident management with main role in Engaging in photography & graphic design for an advertising magazine and newspaper company
- Participate in the procurement of IT materials
- Perform computer hardware assembly, computer network installation and configuration
- Computer hardware and software maintenance
Graphics Designer
Ethiopian Civil Service University
09.2005 - 02.2006
IT Technician
Ethiopian Civil Service University
09.2005 - 01.2006
- Configured hardware, devices, and software to set up work stations for employees.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Assembles computer hardwares and provides maintenance services.
- Installs networks for organizations
Education
Bachelor of Science - Software Engineering
Microlink Information Technology College
01.2014
Skills
- Exceptional organizational skills
- Self Supervision
- Detail Analysis
- Technical Skill
- Strong Analytical and problem solving
- Critical thinking skills
- Communication skills
- Strong interpersonal skills
- Proactive and self-motivated
- Customer Service
Certification
- ITIL
- CCNA
- FORTINET NSE-1 & NSE-2
- POWERBI
- ORGANIZATIONAL BEHAVIOUR
- CCDA
- TEMENOS T24
- COMPTIA A+
- SECURITY +
Languages
Amharic
English
Extra-Curricular Activities
Two times Exhibition shows for Microlink IT College Participations in essay writing contest organized by U.S. Embassy and The Sun News Paper
References
- DAWIT GURARA EBERO
Previous Manager - Bank of Abyssinia
Mobile Tel: +251-911-556026 ,
Email: dawit2nd@gmail.com
- SAMUEL GIZAW
Previous Supervisor - ECSU
+251-911-284028
- FISSEHA SHIMELASH ASMEROM
Manager - Bank Of Abyssinia
Mobile Tel: +251-911-743790
Email: jellyfisseha@gmail.com
Timeline
Acting Manager - Service Desk Department
Bank Of Abyssinia
11.2024 - 07.2024
Senior Service Desk Analyst
Bank Of Abyssinia
02.2020 - Current
Senior System Administrator
Ethiopian Civil Service University
02.2014 - 06.2014
Help Desk Officer
Ethiopian Civil Service University
05.2011 - 01.2014
IT Technician
Ethiopian Civil Service University
09.2005 - 01.2006
Graphics Designer
Ethiopian Civil Service University
09.2005 - 02.2006
- ITIL
- CCNA
- FORTINET NSE-1 & NSE-2
- POWERBI
- ORGANIZATIONAL BEHAVIOUR
- CCDA
- TEMENOS T24
- COMPTIA A+
- SECURITY +
Bachelor of Science - Software Engineering
Microlink Information Technology College
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