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Henok Amdiye

@henokamdiye

ITSM Officer and full-stack developer using data-driven reporting to deliver reliable service and fast issue resolution.

Ethiopia

Message

What I'm looking for

I’m looking for a role where I can own IT service workflows and produce clear, data-driven technical reporting, while continuing to grow as a full-stack developer. I work best independently in reliable, remote-friendly environments with measurable SLAs and strong documentation.

I’m an Electronics & Communication Engineering graduate building value at the intersection of IT service management and full-stack development. I bring 1+ year of hands-on experience across IT service management, customer operations, and technical reporting, with a strong engineering foundation behind my work.

In my current role as an ITSM Officer, I own the end-to-end lifecycle of IT service requests—from intake and categorisation through resolution and closure—while maintaining accurate records at every stage. I produce structured daily and weekly incident reports that highlight issue trends, resolution rates, and SLA compliance, and I coordinate between technical teams and end users to drive fast, accurate resolution.

I’m comfortable working in high-pressure, deadline-driven environments and I’m detail-oriented about documentation standards. I’ve also built a disciplined reporting/process background through a 12-month Graduate Trainee programme, and I actively self-study SEO analytics and digital marketing alongside ongoing development work.

Experience

Work history, roles, and key accomplishments

Current

ITSM officer

Current

Cooperative Bank of Oromia

Feb 2025 - Feb 2026 (1 year)

I am ITSM Officer in Cooperative Bank of Oromia.

Graduate Trainee Programme

Adis Ababa

Feb 2023 - Feb 2024 (1 year)

Completed a structured 12-month graduate programme focused on technical reporting, data handling, process documentation, and IT operations. Contributed to process improvement efforts by identifying workflow gaps and drafting actionable recommendations.

Technical Reporting Process documentation IT Operations Compliance Documentation

Customer Service Officer

Cooperative Bank of Oromia

Jan 2023 - Jan 2024 (1 year)

Handled 30+ customer interactions daily with consistent professionalism while complying with banking standards and data privacy requirements. Resolved complex customer issues through calm, structured de-escalation and maintained accurate customer and transaction records.

Customer Support Banking Compliance Data Privacy De escalation Record keeping

Sales Representative

Five Star Elevator

Jun 2022 - Jan 2023 (7 months)

Managed B2B client relationships and maintained a structured sales pipeline for corporate accounts. Prepared sales reports for weekly leadership reviews and guided prospects through the sales process from first contact to close.

B2B Sales Sales Pipeline Management Account Management Consultative Selling Product Knowledge Sales Reporting Performance documentation Negotiation