Ytbarek Lera
Toronto,ON
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience and skilled in identifying and resolving complex technical problems.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Support Representative
INTERSTIS ETHIOPIA PLC
04.2022 - 11.2024
- Performed detailed documentation of support cases within CRM systems, ensuring accurate tracking of all client engagements.
- Implemented new methods for streamlining processes based on client feedback, enhancing overall efficiency in handling inquiries.
- Assisted in development of training materials for new hires, contributing to enhanced team performance overall.
- Delivered exceptional support during peak call times, effectively managing stress and maintaining composure in challenging situations.
- Coordinated with cross-functional teams to resolve complex issues promptly, resulting in higher levels of customer satisfaction.
- Maintained up-to-date knowledge of industry trends, allowing for informed recommendations on products and services tailored to individual needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
Education
Bachelor of Science - Information System
Hawassa University Institute of Technology
Ethiopia09.2021
Skills
Hard Skills
- CRM Software
- MySQL Database Management
- Hardware, Software and Network Diagnosis/Repair
- Adobe Creative Cloud
- Microsoft ASPNET
- Microsoft Windows and Office
- Remote Technical Support
- Application installations
- Online Chat Support
Soft skills
- Problem-Solving
- Attention to Detail
- Time Management
- Self-awareness
- Anger Management
- First Aid
Languages
English
Full Professional
Amharic
Native or Bilingual
French
Elementary
Certification
- HCNA (Huawei Certified Network Associate) Routing and switching Training at Dilla university Huawei ICT Academy- Oct 2021- Jan 2022
HOBBIES
Playing guitar and piano are wonderful hobbies that offer both enjoyment and personal growth and they allows me to create beautiful music by producing different notes and chords.
Reasons that i like playing guitar and piano is:
Ease of Learning: it is relatively easy to learn, and everyone can start playing nice music from their very first lesson.
Therapeutic: Playing soothing tunes on the guitar can help me relax.
Confidence Boost: Mastering techniques or playing my first song gives a sense of accomplishment.
Social Connection: People naturally gather around when i play, making it a great way to make friends.
Timeline
Customer Service Support Representative
INTERSTIS ETHIOPIA PLC
04.2022 - 11.2024
Bachelor of Science - Information System
Hawassa University Institute of Technology
- HCNA (Huawei Certified Network Associate) Routing and switching Training at Dilla university Huawei ICT Academy- Oct 2021- Jan 2022
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