Looking for a job

ABDI BAYESSA

@abdibayessa

Message

I resolve telecom technical issues and improve customer support experiences.

Ethiopia

Message

What I'm looking for

I'm seeking a customer success or technical support role where I can combine engineering knowledge, technical troubleshooting, customer onboarding, and complaint resolution to improve customer experiences.

At EthioTelecom, I provide technical support for telecom infrastructure, power systems, and digital service platforms. I document and escalate power-supply and equipment failures while maintaining customer support documentation and knowledge base articles.

Previously, I handled high-volume customer interactions as a Call Center Advisor, serving as a technical liaison between customers and engineering teams. I focused on first-call resolution, accurate complaint records, and training new team members on support protocols.

My MSc in Power System Engineering complements my customer service background, including work on grid-connected solar PV stability analysis. I'm looking to bring my engineering knowledge, troubleshooting, and customer onboarding experience to customer success or technical support work.

Experience

Work history, roles, and key accomplishments

Current

Digital Customer Care Specialist

Current

Ethio Telecom

Jan 2024 - Present (2 years 8 months)

Provide expert technical support for telecom infrastructure, power systems, and digital service platforms. Document and escalate technical issues, develop support documentation, and collaborate with cross-functional teams to resolve complex customer complaints.

Technical Support Troubleshooting Documentation Cross Functional Collaboration CRM Systems

Call Center Advisor

Ethio Telecom

Jan 2018 - Dec 2023 (5 years 11 months)

Served as technical liaison between customers and engineering departments for power-related inquiries. Managed high-volume customer interactions with focus on first-call resolution and satisfaction, maintained records, and trained new team members.

Customer Service Technical Support First Call Resolution Training Record keeping

Education

Degrees, certifications, and relevant coursework

Addis Ababa Science and Technology University

MSc, Power System Engineering

2019 - 2022

Activities and societies: Thesis: Stability Analysis of Grid-Connected Solar PV Systems; Relevant Coursework: Power System Protection, Renewable Energy Systems, Smart Grid Technologies

MSc in Power System Engineering with thesis on stability analysis of grid-connected solar PV systems.

Haramaya University Institute of Technology

BSc, Electrical and Computer Engineering

2012 - 2017

Activities and societies: Final Project: Level Control Using Microcontroller; Relevant Coursework: Power Systems, Control Systems, Electrical Machines

BSc in Electrical and Computer Engineering with final project on level control using microcontroller.