Dagmawi Lemma

• Resolved escalated customer complaints efficiently.
• Provided remote support via phone and email for hardware/software issues.
• Led Level 2 support, reducing escalations to Level 3.
• Implemented VDI, improving remote work and cutting costs.
• Managed Active Directory (user accounts, permissions, group policies).
• Solved Microsoft Outlook issues, ensuring uninterrupted service.
• Used Ivanti for automated software deployments.
• Managed ServiceNow incidents, reducing resolution times.
• Administered Linux systems, optimizing performance and security.
• Handled Windows Server administration (AD, DNS, DHCP).
• Troubleshot Citrix problems, enhancing application delivery.
• Led desktop virtualization projects, saving costs and boosting flexibility.
Achievements: Reduced Level 3 escalations, implemented VDI solutions cutting hardware costs, decreased incident resolution times, strengthened network security, and improved overall IT efficiency and user satisfaction through effective support and system administration.

• Provided technical support for internal and external customers.
• Resolved hardware and software issues efficiently.
• Administered Windows Servers and optimized their performance.
• Managed network connectivity and resolved issues.
• Reduced incident resolution times using ServiceNow.
• Delivered prompt solutions for troubleshooting techniques.
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Achievements: Reduced issue resolution time by 40%, improved system reliability, strengthened network security, optimized user management and email integration, and increased employee productivity through efficient IT support and proactive system administration.

• Managed Active Directory (user accounts, group policies, security).
• Resolved Microsoft Outlook issues (email, calendar, sync).
• Administered Linux systems (server setup, user management, software installs).
• Conducted SQL queries and basic database management.
• Performed command-line tasks in Windows to resolve issues.
• Administered Windows Servers (roles, services, performance optimization).
• Troubleshot wired and wireless network issues.
• Configured and maintained computer systems and network equipment.
• Resolved Wi-Fi issues and ensured network security.
• Collaborated on complex network projects (VPNs, firewall rules).

Achievements: Enhanced system performance, network security, user management, email integration, troubleshooting efficiency, networking solutions, data management, and employee productivity, resulting in significant improvements across all areas.