TEBEBE HIRUY. thiruy008@hotmail.com. thiruy008@gmail.com www.tebebe.com.
634 West Parr Ave Apt# 221. Los Gatos, CA 95032. Phone # 408-374-5352. Cell phone # 408-499-7909
Summary: Highly motivated, quick learner, result driven, good communication skills with over eleven years of experience in the Technical/Application/Help-Desk support field. Seeking for a position where I can develop my knowledge while sharing my vast experience with an employer.
Skills: Win98/2000/ME/XP, Excel, Word, PowerPoint, Access 2000/2002, HTML, XML, ASP,
DHTML, CSS, SQL, Timbuktu pro, PHP, Photoshop, Dream weaver, Oracle8i, Linux,
Active Directory, Visual Basic, SaaS, cloud computing, VMware, Citrix Server, outlook, Project 2003, Lotus notes 6.5, Front Page, Adobe Frame Maker 6.0, Flash MX, POP3, Internet savvy, strong writing and communication skills, quick-learner, Multi-task.
Experience: Stratify/HP Software.
E-Discovery Division, SaaS. 2008-present
Senior Technical Support Eng.
* Access Control. Create/delete/update accounts in Active Directory (LDAP) based on user entitlement. Add/remove users from security groups. Enable/disable/reset-passwords, run user reports for Project Managers. Delete/reset user profiles.
* T-shoot e-discovery application, Citrix Server, Database latency issues. Run DB health check in SQL server mgmt. studio. Investigate the reason for the DB lag/blocking…etc. and resolve issue, rollback, restart server. Disconnect hung sessions, add/install Citrix server as needed to the Citrix server pool. T-shoot any Citrix server issue by identifying the PID causing the issue and resolve.
* Identify and bring back down servers (tracerouts, ping). Investigate server logs to determine the reason. Query optimization, provide efficient search method. Install patches and fixes. Imaging.
* Add/remove Metadata fields from DB table, edit case config. files. Read application, server, transaction... Logs for errors and resolve accordingly. Handled the task of implementing hardware/software upgrades.
* Given the sole responsibility of managing client hosted (E-Vantage) product thorough out its life cycle (installation, configuration, processing, review, production) including t-shooting, patches…etc.
* Assist end users in the day to day usage of our hosted product which includes processing, reviewing, searching, metadata exporting, printing, uploading, redacting, and production, and fix any issue that might arise. Record in our ticketing system (Jira)
* Developed knowledge base online training materials and train new employees and briefed them over organization policies.
Intuit.
Small Business Development Division 2006-2008
Technical Support Tier II.
* Assist first tier support and small businesses in resolving advance issues related to the installation, functionality and compatibility of our software with in the specified E.T.A. T-shoot diverse issues by utilizing various tools and softwares (process explorer, stdout, trace route, remote assistant...etc). T-shoot E-mail issues, set up POP3 and SMTP.
* Perform software updates and patches that rollout by coordinating with other departments like development, database and engineers. Identify and disable incompatible programs that prevent our software from installing, launching and updating (Internet security, firewall, adware.... etc). Debugging.
* Supervise small businesses in managing their domains in compliance with ICANN regulations. Help with domain registration, transferring, pointing and forwarding. Change name servers, C-name record, A record, IP addresses, MX record, zone files….etc.
* Contributed as part of a group responsible for populating our Knowledge Base ticketing system. As well as E-mail and Domain migration from our old system to new and up-to date system.
* Consulted small business in ways to better market their business and drive customers to their e-commerce store. Evaluated their keywords, metadata, content and web site professionalism. Assisted in SEO, Directory listings, local listing, link sharing.
Sony Computer Entertainment 2004-2006
Technical Support Rep.
* Provide initial technical support in a timely and professional manner via e-mail and phone, for hardware/software/network issues.
* Diagnose product issue, bug detection, installation error and system error
* Configure and troubleshoot online connectivity issue, ping and run trace-routs, obtain mac address.
* Assess and record customer information, problem, and resolution into CRM (Siebel) and Database (Oracle). T-shoot DNS, DNAS, POL, Authentication issue.
* Id customer configuration; Dynamic or Static IP address, PPPoE and t-shoot accordingly, help customers set up LAN connection, home gateway/network. Set DMZ, port forwarding. Elevate complex request to senior technician.
* Run SQL statements for management to track sales, trend and for marketing research purpose.
Dye Probe Inc. San Diego, CA 2003-2004
System Administrator I/ Desktop Support
* Create new user account and set up user permission.
* Database management, retrieved data queries; also created forms and report for management and conducted presentation.
* Supported users by performing technical tasks such as installing, configuring, maintaining, troubleshooting, and repairing of desktop computer hardware and software, network printers. Prepare system documentation, RFP, and system specification.
* Conducted user training on a variety of applications, wrote manual for future reference.
Inn Vision. San Jose, CA
M.I.S. Intern
Education: San Jose State University. San Jose, CA. B.S. Degree in Business Administration.
Concentration in Management Information System (M.I.S) 2004
Relevant Course work:
Database Administration, Oracle 8i, Oracle 11i, System Analysis and Design, SQL, VisualBasic, UML, Project Management, Data Modeling, Networking, Web programming, Business programming, Management Information System, Java programming, Telecommunication.
Management, Marketing Research.
Activities: President, SJSU Ethiopian Student Association, 2000-2001.
Program leader, M.I.S. Club 2001-2003.
Volunteer, Big brother big sister, 2000- present.
