Aschalew Terefe
Calgary,AB, CA
Summary
Results-driven IT Support Specialist with 8 years of experience in Level 1 and Level 2 technical support. Skilled in Windows, Linux, macOS, Active Directory, Microsoft 365, and ServiceNow. Minimized downtime and improved user satisfaction through effective onsite and remote support while clearly conveying technical concepts to non-technical users.
Overview
11
11
years of professional experience
1
1
Certification
Work History
IT Technical Support Specialist
Ethio-telecom
Gondar, Ethiopia
01.2017 - 06.2023
- Provided Level 1 and Level 2 technical support for Windows, Linux, and macOS systems via on-site and remote assistance.
- Diagnosed and resolved hardware, software, and application issues, reducing downtime for users.
- Supported Microsoft 365 and Google Workspace with account setup and email configuration.
- Utilized remote support tools like RDP, AnyDesk, and TeamViewer for efficient issue resolution.
- Managed Active Directory user accounts, streamlining permissions and access control to enhance user experience.
- Provided desktop support by troubleshooting printers and peripherals, ensuring seamless device configuration.
- Logged and tracked incidents in ServiceNow, ensuring compliance with SLA targets.
- Maintained accurate IT asset inventory while supporting equipment lifecycle management.
IT Support Analyst
Ethio-telecom
Gondar, Ethiopia
10.2012 - 01.2017
- Achieved 28 percent increase in user satisfaction by efficiently resolving over 450 technical support tickets each month.
- Implemented a ticketing system, reducing response times by 2.5 hours and improving user experience.
- Collaborated with cross-functional teams to resolve complex IT issues, leading to 30 percent reduction in system downtime.
- Trained 35 staff on software tools, resulting in 22 percent decrease in help desk inquiries.
Education
Master of Science - Information Technology
Gondar University
09.2022
Bachelor of Science - Computer Science
Aksum University
07.2012
Skills
- Networking infrastructure
- Hardware management
- Operating systems
- Virtualization technologies
- Software solutions
- Project management
- Endpoint & Security Management
- Cloud & SaaS Platforms
- Technical Support / Troubleshooting
- IT Service Management
Certification
• Microsoft Azure AI Fundamentals Professional Certificate, 06/24
• IBM Data Analyst Professional Certificate, 06/24
• Junior Data Analyst Program, NPower Canada, Toronto, ON, 06/24
Completed a 14‑week intensive technical training covering computer fundamentals and project management.
Performed data wrangling and analysis using Excel, SQL, and Python (Pandas, Nubby).
Built dashboards and visualizations using IBM Cognos Analytics, Excel, Matplotlib, and Seaborg.
Completed a capstone project involving data collection, analysis, and reporting.
Gained foundational knowledge of Azure AI concepts, machine learning use cases, and cost management.
• IBM Data Analyst Professional Certificate, 06/24
• Junior Data Analyst Program, NPower Canada, Toronto, ON, 06/24
Completed a 14‑week intensive technical training covering computer fundamentals and project management.
Performed data wrangling and analysis using Excel, SQL, and Python (Pandas, Nubby).
Built dashboards and visualizations using IBM Cognos Analytics, Excel, Matplotlib, and Seaborg.
Completed a capstone project involving data collection, analysis, and reporting.
Gained foundational knowledge of Azure AI concepts, machine learning use cases, and cost management.
Timeline
IT Technical Support Specialist
Ethio-telecom
01.2017 - 06.2023
IT Support Analyst
Ethio-telecom
10.2012 - 01.2017
Master of Science - Information Technology
Gondar University
Bachelor of Science - Computer Science
Aksum University