Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Samuel Lemma

Warsaw,14

Summary

A recent Computer Engineering graduate with a strong interest in utilizing technology to transform business processes. Currently working as an L1 Support Specialist at Zemingo, supporting clients with website software solutions for large-scale businesses. Skilled in troubleshooting, issue management, and providing support using tools like Jira, ServiceNow, and Confluence. Passionate about continuing to develop my career by contributing to innovative IT projects that drive business value. Fluent in English and committed to excellence in client service and collaboration.

Overview

3
3
years of professional experience

Work History

L1 Support Specialist

Zemingo
07.2024 - Current
  • Provide technical support to large-scale clients, focusing on website software solutions and issue resolution.
  • Manage and troubleshoot client requests using Jira, ServiceNow, and Confluence, ensuring smooth website operations.
  • Assist in diagnosing and resolving software-related issues, including bug tracking and system updates, for enterprise-level websites.
  • Escalate more complex website issues to senior engineers and development teams, while maintaining excellent communication with clients to ensure timely problem resolution.
  • Collaborate closely with internal teams and clients to optimize website performance and user experience.
  • Document support workflows and technical solutions on Confluence, contributing to the knowledge base and improving team efficiency.

IT technical support specialist

Ricoh Polska
07.2022 - 07.2024
  • Supported internal IT projects by troubleshooting and resolving technical issues, contributing to business continuity.
  • Performed hardware and software installations and upgrades, ensuring the seamless operation of network servers and applications.
  • Provided Tier 1 IT support to users, both internal and external, via phone, email, and live chat, maintaining a high level of customer satisfaction.
  • Used tools like Active Directory and Azure AD to manage user access and troubleshoot user account issues.
  • Worked with ServiceNow and Jira to manage and track incident tickets, ensuring timely resolutions aligned with business goals.
  • Collaborated with team members on improving technical documentation and optimizing processes for end users.

Customer Service Representative

Foundever
07.2021 - 09.2022
  • Delivered excellent customer support, addressing technical queries and resolving escalated issues through efficient troubleshooting.
  • Assisted customers through multiple channels, contributing to service improvements by consistently delivering positive outcomes.
  • Managed high volumes of customer inquiries, demonstrating effective multitasking and organizational skills.
  • Managed Approximately 25 incoming calls, emails, and chats per data from customers.

Education

Diploma of Higher Education -

Kokebtsibah Secondary And Preparatory School
Addis Ababa, Ethiopia
07.2017

Bachelor of Science - Computer Engineering

Vistula University
Warsaw, Poland
07.2024

Skills

  • IT Tools: Skilled in Jira, ServiceNow, Confluence, Active Directory, Microsoft Azure, and remote support tools
  • Project Collaboration: Strong ability to collaborate with cross-functional teams to solve technical issues and manage projects
  • Programming Languages: Experience with C, Java, and CSS (gained at the study level)
  • Systems & Networks: Solid understanding of TCP/IP, WAN, Microsoft Windows, macOS, and network troubleshooting
  • Website Software Support: Experienced in supporting large-scale business clients with website software and troubleshooting
  • Technical Problem-Solving: expertise in resolving software, hardware, and network issues

Languages

English
Fluent

Timeline

L1 Support Specialist

Zemingo
07.2024 - Current

IT technical support specialist

Ricoh Polska
07.2022 - 07.2024

Customer Service Representative

Foundever
07.2021 - 09.2022

Diploma of Higher Education -

Kokebtsibah Secondary And Preparatory School

Bachelor of Science - Computer Engineering

Vistula University

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Samuel Lemma