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Timoteus Mehari

Information Technology & Services

SUMMARY

                                   Technical support professional with extensive IT background.
                               Enjoys troubleshooting to find solutions to technical issues.

Work History

May 2006Present

IT Services & Desktop Support

Urban Teck IT Solutions Ltd.
  • Assisting with the installations, configurations and ongoing usability of desktops, laptops, peripheral equipment and software.
  • Providing technical support to internal desktop systems. Installs, configures, and troubleshoots desktop systems, workstations, and servers in a heterogeneous environment.
  • Installs, configures, analyzes, resolves and repairs all hardware and software issues involving Windows and Mac OS based computer systems and peripherals.
  • Supporting corporate mobile devices and how they integrate with desktop computing in a Google environment.
  • Maintaining password security, data integrity, and file system security for the desktop environment.
  • Fully documenting trouble tickets from inception through closure.
May 2013Apr 2014

IT Service Desk Technician

TeckPath I.T. Solutions
  • Acted as the first point of contact for all IT queries (including but not limited to PC hardware, printer, software license and application queries) from assigned customers in person, email or by telephone, and responding to queries in a prompt, professional and efficient manner
  • Logged and updated all queries within the ticket logging system, in line with set procedures
  • Engaged in formal and informal knowledge transfer, ensuring that knowledge base articles are available to the team and kept up to date
  • Managed, owned and being responsible for all IT level 1 and 2 support issues for assigned customers
  • Built or rebuilt, and installed laptops and PCs as required for assigned customers
  • Assisted users with remote working via Citrix/VPN
  • Undertook any other reasonable duties as requested by the Team Leader/Manager
Jun 2013Nov 2013

Desktop Support

Tech2Rescue
  • Built rapport with service desk customers.
  • Escalated problems (when required) to the Service Desk Manager.
  • Recorded, tracked and documented the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Applied diagnostic utilities to aid in troubleshooting.
  • Performed hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Installed anti-virus software and ensure virus definitions are up-to-date.
  • Performed preventative maintenance, including checking and cleaning of servers.
  • Tested fixes to ensure problem has been adequately resolved.
  • Performed post-resolution follow ups with end users as required.
  • Maintained task documentations



Sep 2004May 2005

Computer Recycling Technician

Green Byte
  • Inventoried and inspected items according to set procedures.
  • Prepared items for deployment to end-users, including configuration and set-up.
  • Loaded required software, operating systems, and components.
  • Documented all procedures used to fix or correct problems.
  • Diagnosed and repair problems following defined guidelines and procedures.
  • Participated with special projects and other duties as required.
  • Researched value of various products.
  • Completed form with full description of product and specs.

Education

2014

B.S, Computer Information Systems

DeVry Institute - Calgary, AB, Canada
Computer Information Systems
2011

Diploma, Networking & Internet Security

CDI College - Calgary, AB
Networking & Internet Security

QUALIFICATIONS

Help desk experience                                                         Active Directory
Basic Java                                                                               Local remote system support
Auto-task                                                                                Information Security
Microsoft Office 2003-2013                                                Proficiency in TCP/IP Protocols
Win Server 2003-2008                                                          Strong collaborative skills
WAN/LAN                                                                                Software testing
Project Management                                                           Software troubleshooting
Office 365                                                                               Problem solving skills
Microsoft Visio                                                                      Adobe Acrobat
Understanding of Citrix                                                      Vast technical knowledge
SharePoint                                                                             Knowledge of Antiviruses
Apple OS X                                                                             Remote Monitoring and Management
iPhone, iPad                                                                          Windows XP, 7 , 8 , 8.1 & Windows 10
Android Devices                                                                   Service Desk
Blackberry Devices                                                              Managed IT Services
Backups                                                                                  Printers / Fax