Open to opportunities

Hellen worku

@hellenworku

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Experienced IT Support Specialist with a strong background in software engineering.

Ethiopia

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What I'm looking for

I am looking for a role that offers growth opportunities and values teamwork.

I am a dedicated IT Support Specialist with over six years of experience in software engineering and customer service. I have honed my skills in maintaining and administrating IT systems, providing technical assistance, and ensuring the security of computer networks. My journey has equipped me with a robust understanding of both hardware and software components, allowing me to deliver optimal solutions in high-pressure environments.

Throughout my career, I have worked with various organizations, including United Insurance and Addis Ketema Sub-City, where I was responsible for troubleshooting, installing, and configuring IT systems. My commitment to teamwork and effective communication has enabled me to collaborate seamlessly with colleagues and clients alike. I am also certified in Project Management and various IT infrastructures, which further enhances my ability to contribute to any organization.

Experience

Work history, roles, and key accomplishments

IT Support and Hardware Technician

United Insurance

Apr 2021 - Present (4 years 2 months)

Served as the primary contact for technical assistance, managing overall infrastructure and application support for both head and branch offices. Performed remote troubleshooting, installed and maintained software and hardware, and ensured system security through antivirus and firewall management.

IT Support Troubleshooting Mail Service Technical Documentation System Security Mail Services

Hardware Engineer & Software Programmer

Addis Ketema Sub-City ICT Department

Jul 2017 - Present (7 years 11 months)

Installed and troubleshot IT computer software and hardware, configured and maintained computer networking, and managed internet configurations using proxy servers. Supported and troubleshot various systems including wireless networks, conference systems, IP phones, and CCTV.

Hardware Engineering Troubleshooting Proxy Wireless IP phones

Customer Service

International Cargo Aviation Service

Oct 2015 - Present (9 years 8 months)

Provided customer service for airline check-ins, including Kenya Airways, Qatar Airways, Djibouti Airways, Saudi Airways, and private plans. Handled reservations, rebooking flights, checking baggage, and escorting passengers to boarding gates.

Customer Service Reserving Flight Rebooking Passenger Escort Communication Time Management Interpersonal Skills

Education

Degrees, certifications, and relevant coursework

Waliya Technology training canter

Certificate, Server and Communication Systems

Completed training on the installation and configuration of Windows Server 2019 Enterprise, Exchange Server 2019 Enterprise, and Microsoft Skype and Teams. Acquired practical skills in deploying and managing enterprise-level server and communication solutions.

Hiwing Mechanical & Electrical Technology Corporation

Certificate, Networking and IT Systems

Completed training in Networking and Wireless Systems, Conference Systems, Public Addressing, IP Phone, Data Center Management, Digital Advertising, ABC Directional Locator, Queue Management, Parking Systems, CCTV, LED Systems, and Material Management. Gained comprehensive knowledge across various IT and operational systems.

Bahir Dar University, Institution of technology

Bachelor of Science, Computer Science and Engineering

Grade: 3.00

Graduated with a Bachelor of Science in Computer Science and Engineering (Hardware Stream). Studied core concepts of computer science, hardware architecture, and engineering principles.

Microsoft Azure

Certificate, Cloud Services

Completed an online non-credit course focused on the fundamentals of Microsoft Azure Cloud Services. Gained an introduction to cloud computing concepts and Azure's offerings.

learnQuest - IT and business training institute

Certificate, CompTIA Practice

Successfully completed a CompTIA Practice course, enhancing skills in IT and business training. This certification contributes to a strong foundation in IT support and infrastructure.

University of Michigan

Certificate, Database Design and Basic SQL

Completed an online non-credit course on database design and basic SQL using PostgreSQL. Acquired foundational knowledge in relational database management and querying.

IBM Information Technology

Certificate, Git and GitHub

Successfully completed a course on getting started with Git and GitHub. Gained practical skills in version control and collaborative software development workflows.

IBM Information Technology

Certificate, Technical Support

Completed a course focusing on technical support case studies and a capstone project. Developed problem-solving skills and practical application of IT support principles.

IBM Information Technology

Certificate, DevOps

Successfully completed an introductory course on DevOps. Gained an understanding of DevOps principles, practices, and tools for streamlined software development and operations.

IBM Information Technology

Certificate, Cybersecurity

Completed an introductory course on cybersecurity tools and cyber attacks. Acquired foundational knowledge in identifying and mitigating common cyber threats.

Hong Kong University of Science and Technology

Certificate, Information Systems Auditing, Controls and Assurance

Successfully completed a course on Information Systems Auditing, Controls, and Assurance. Developed expertise in evaluating and ensuring the security and integrity of information systems.

Google Digital Learn

Certificate, System Administration and IT Infrastructure Services

Completed a certification in System Administration and IT Infrastructure Services. Gained comprehensive knowledge and practical skills in managing and maintaining IT systems and infrastructure.