Abdi Gurmu
Warsaw
Summary
IT Service Desk Analyst with 2+ years of experience in enterprise IT environments, specializing in L1/L2 support, system administration, and infrastructure troubleshooting. Proficient in managing Active Directory and Entra ID for user provisioning and access control, administering Microsoft 365 (Exchange Online, Teams, SharePoint), and supporting cloud platforms including Azure AD, Azure Virtual Machines, and Intune.Experienced in using ServiceNow for ITSM processes such as incident, change, and request management. Strong problem-solving mindset with a focus on SLA-driven resolution, technical documentation, and cross-team collaboration to optimize service delivery.
Overview
3
3
years of professional experience
Work History
Service Desk Analyst
Coty
Warsaw
09.2023 - Current
- Managed communication and user support for Microsoft 365 (Exchange, Teams, SharePoint).
- Deployed internal tech updates via email and Teams in coordination with IT and business leads.
- Maintained user access and provisioning using Active Directory and Azure.
- Managed Active Directory and Entra ID provisioning, access rights, and group policies.
- Assisted in creation of Power Automate workflows for end-user notifications.
- Executed SQL queries and scripts to diagnose data inconsistencies and support the functionality.
- Provide technical support for IT systems, troubleshooting issues via phone, chat, and email.
- Assist in the integration of new cloud services (Azure, AWS), ensuring smooth transitions.
- Manage Active Directory user accounts and access permissions.
Customer Service Specialist
Square
Warsaw
04.2022 - 10.2023
- Responded to over 700 monthly IT support cases via calls and email, maintaining SLAs.
- Created detailed Jira tickets for back-end, desktop, and application-related issues.
- Participated in onboarding and mentoring, improving team performance metrics.
- Supported user training and system adoption initiatives via internal communication.
- Utilized ITSM platforms (Zendesk, Salesforce) for tracking incidents and user issues.
- Assisted users over phone calls and emails regarding sophisticated software and hardware issues.
- Troubleshooting user back-end software issues on computers, websites, and applications.
- Adequate experience in ITSM tools (Salesforce, Zendesk, Jira).
- Highly responsible for taking overtime and night shifts during high-traffic season.
Education
Bachelor - Computer Engineering
Vistula University
03.2025
High School Diploma - undefined
Vision Academy
04.2021
Skills
- ServiceNow Administration
- ITSM workflows
- Ticket management
- Active Directory
- User access control
- Permissions management
- Azure Administration
- Managing user accounts
- System configurations
- IT Support & Troubleshooting
- Office 365
- Hardware/software issues
- ITSM Tools
- Salesforce
- Jira
- Communication
- Teamwork
Personal Information
Title: IT Service Desk Analyst
Timeline
Service Desk Analyst
Coty
09.2023 - Current
Customer Service Specialist
Square
04.2022 - 10.2023
Bachelor - Computer Engineering
Vistula University
High School Diploma - undefined
Vision Academy
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