Dagmawi Lemma

• Provided Tier I/II technical support for global IT infrastructure, resolving escalated network and system issues.
• Diagnosed and mitigated network connectivity incidents, minimizing outages.
• Administered Active Directory and implemented group policies to optimize security.
• Troubleshot DNS, DHCP, and Citrix issues, ensuring seamless application delivery.
• Managed incidents using ServiceNow, improving resolution times.
• Enhanced remote work capabilities through Virtual Desktop Infrastructure (VDI) projects.
• Monitored and improved network performance, adhering to service-level agreements (SLAs).

Achievements:
• Reduced incident escalations to Level 3 by 30%.
• Cut hardware costs through VDI implementation.
• Strengthened network security protocols and enhanced overall IT efficiency.

• Delivered technical support for internal and external customers, managing hardware and software issues.
• Diagnosed and resolved network infrastructure incidents, ensuring operational continuity.
• Administered Windows Servers, enhancing system reliability and performance.
• Leveraged ServiceNow for efficient incident tracking and resolution.

Achievements:
• Improved issue resolution time by 40%.
• Optimized user management processes, boosting productivity.
• Enhanced system reliability and security through proactive measures.