YONATAN SHIFFERAW
Vancouver,BC
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Detail-oriented database development with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Information Specialist experienced in managing data for employers and clients and distributing information across organization. Analyzes data, supports security, organizes and classifies, maintains records and contributes to team efforts. Expertise in information technology, technical understanding, documentation, reporting, customer service and process improvement. Resourceful System Administrator consistently responds to wide range of technical challenges with focused and creative approach. Highly effective at problem solving and decision making.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Information Technology Specialist
RTI
05.2023 - 11.2023
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
- Performed daily system monitoring, verifying integrity and availability of hardware, server resources, systems and key processes.
- Used ticketing systems to manage and process support actions and requests.
- Communicated regularly with customers concerning data exchange and technology integration.
- Translated complex technical issues into digestible language for non-technical users.
- Documented support interactions for future reference.
- Monitored systems in operation and quickly troubleshot errors.
- Responded promptly to incoming sales leads and requests for technical support.
- Configured hardware and granted system permissions to new employees.
- Set up network profiles, security permissions and file sharing systems.
- Assisted with updating technical support best practices for use by team.
- Researched product and issue resolution tactics to address customer concerns.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Liaised effectively with others to promote ongoing network design, reevaluation and optimization, scaling with company growth.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Controlled and managed server room, wireless network, server infrastructure, audiovisual equipment, laptops and video conferencing equipment.
Data Analyst
World Vision
05.2022 - 05.2023
- Produced monthly reports using advanced Excel spreadsheet functions.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Worked with business intelligence software and various reports to glean insights into trends and prospects.
- Utilized data visualization tools to effectively communicate business insights.
- Analyzed transactions to build logical business intelligence model for real-time reporting needs.
- Designed and developed data pipelines to acquire, clean and process data.
- Developed complex dashboard and reporting tools to track business performance metrics.
- Generated ad-hoc reports to evaluate specific business requirements.
- Provided technical support for troubleshooting analytics and reporting issues.
- Developed data mining algorithms to identify and classify patterns in data.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Collaborated with stakeholders to identify business needs and data sources.
- Deployed predictive analytics models to forecast future trends.
Database Administrator
CARE International
07.2014 - 03.2022
- Created and implemented database designs and data models.
- Created and updated database designs and data models.
- Tested programs and databases to identify issues and make necessary modifications.
- Set up and controlled user profiles and access levels for each database segment to protect important data.
- Adhered to set schedules to test databases for flaws and reduce downtime.
- Conducted tests to identify issues and make necessary modifications.
- Utilized RDBMS tools and utilities to monitor, tune and optimize system performance.
- Coordinated with project management on database development timelines.
- Developed and updated databases to handle customer data.
- Developed scripts and processes for data integration and maintenance.
- Worked with staff to develop and implement procedures to prevent data loss and maximize system availability.
- Authored and coded database descriptions.
- Built databases and table structures for web applications.
Education
Bachelor of Science - Computer Science
06.2013
Skills
- End-user support
- Hardware installations
- Software updates
- Document review
- Confidential data management
- Problem-solving skills
- Change request processing
- Contract Management
- Project Management
- Excellent interpersonal skills
- Data Collection
Certification
- Microsoft SQL SERVER DATABASE ADMINISTRATOR
Timeline
Information Technology Specialist - RTI
05.2023 - 11.2023
Data Analyst - World Vision
05.2022 - 05.2023
Database Administrator - CARE International
07.2014 - 03.2022
DIRE DAWA UNIVERSITY - Bachelor of Science, Computer Science
- Microsoft SQL SERVER DATABASE ADMINISTRATOR
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