Surafiel Berhie
Warsaw
Summary
Dynamic Technical Support Specialist with a proven track record at Ethio Telecom, enhancing customer satisfaction through expert resolution of technical issues and efficient problem-solving. Skilled in customer service with exceptional communication abilities, I excel in team collaboration by significantly improving project outcomes and technical support efficiency.
Overview
3
3
years of professional experience
Work History
Technical Support Specialist
Ethio Telecom
11.2020 - 01.2021
- Managing system tickets by creating, updating, and closing requests to ensure efficient problem resolution.
- Identifying issues, reporting and following up on them using internal and external tools.
- Diagnosing and solving technical problems reported by users.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshoot networking issues including connectivity problems and resolve technical support inquiries per day.
- Receive and process incoming orders, returns, and transfers.
- Provide general administrative support.
Assistant Mobile Repair Technician
Tecno Mobile
09.2019 - 10.2020
- Assemble mobile phones according to the provided instructions, following a step by step process to ensure accuracy and precision.
- Offered guidance to consumers on purchasing mobile phone accessories.
- Inspect and verify the quality and integrity of mobile phone components before sending to customers.
- replace faulty components or parts as necessary, ensuring that the mobile phone functions correctly.
- Installed replacement batteries, maintaining strict adherence to safety protocols to avoid overheating.
- Streamlined parts ordering procedures, resulting in a more organized workflow and reduced downtime due to out-of-stock components.
- Reset and restored mobile operating systems such to factory default settings to correct software-based faults.
Trainee Engineer
Keyon Big Plc
06.2018 - 07.2019
- Assisted with preparation of client presentations using AutoCAD and Microsoft Office.
- Collaborated with senior engineers on complex projects.
- Updated project documentation and distributed to appropriate project personnel.
- Assisted in the design of engineering projects, resulting in higher quality outputs and better client satisfaction.
- Managing and controlling employees.
- Problem solving.
Education
Master of Science - Economics
WSB Merito University
Warsaw06-2023
Bachelor of Science - Engineering
University of Gondar
Ethiopia07-2019
Skills
- Jira
- Sales Force
- Autocad
- Technical troubleshooting
- Technical Proficiency and Problem-Solving
- Remote IT implementation
- Installation and maintenance
- Computer and software skills
- Excel Skill
- Critical thinking and problem-solving
- Great Communication skill
- Ability to work in a team
- Customer service
Timeline
Technical Support Specialist
Ethio Telecom
11.2020 - 01.2021
Assistant Mobile Repair Technician
Tecno Mobile
09.2019 - 10.2020
Trainee Engineer
Keyon Big Plc
06.2018 - 07.2019
Master of Science - Economics
WSB Merito University
Bachelor of Science - Engineering
University of Gondar
Similar Profiles
Meaza Tegenu SileshiMeaza Tegenu Sileshi
Information Security Finance and Support Supervisor at Ethio TelecomInformation Security Finance and Support Supervisor at Ethio Telecom
Terufat HonelignTerufat Honelign
IT Help Desk at Ethio TelecomIT Help Desk at Ethio Telecom
Behabtu TeumelesanBehabtu Teumelesan
Finance Supervisor at Ethio TelecomFinance Supervisor at Ethio Telecom