Hana Abebe

Deliver Tier 1 and IT support to federal government clients by diagnosing and resolving issues related to hardware, software, networking, and applications. Process and fulfill requests and incidents in ServiceNow while keeping appropriate records for each request. Provide support to Windows 10/11 OS and the MS Office 365 Suite. Provide support for contracted remote users.

Service Desk Analyst - Small Business Administration – Patriot LLC

(2024-04)

• Deliver Tier 1 and IT support to federal government clients by diagnosing and resolving issues related to hardware, software, networking, and applications.
• Process and fulfill requests and incidents in ServiceNow while keeping appropriate records for each request.
• Provide support to Windows 10/11 OS and the MS Office 365 Suite. Provide support for contracted remote users.
• Provide support for password resets and account access issues and other support and administration tasks as needed.
• Resolve issues related to networking and troubleshoot using TCP/IP, DNS, DHCP, and VPN.
• Provide support for AWS and MS Azure.
• Monitor systems and services to identify issues, providing timely and clear communications to appropriate teams.
• Identify issues that require incident response and provide clear communications to appropriate teams and/or tools for documentation and reporting.
• Provide excellent customer support by resolving issues and/or providing clear explanations of technical issues that are user friendly.

Service Desk Analyst - Customs Boarder protection- Patriot LLC

(2023-03 - 2024-04)

• Provided remote First Level support for issues related to IT hardware, software, and networking.
• Analyzed and provided solutions for issues related to desktop and laptop PCs, printers, scanners, and other peripherals
• Created, updated, and closed incident tickets for levels 1-3 on the ServiceNow platform
• Provided support for end-user software installations, account log in issues, account password resets, and other system related issues
• Processed service requests and documented support provided and escalated issues to the next tier of support
• Adhered to and supported the IT department's operating process and support service's compliance with Federal security guidelines.

Intake Data Specialist - SBTS Group - Washington DC

(2021-05 - 2023-03)

• Oversaw the intake and quality assurance of data validation for Department of Health initiatives.
• Analyzed data to identify discrepancies and rectified errors by eliminating data duplication and ensuring data integrity.
• Partnered with project management teams to help meet reporting and operational needs.
• Supplied quality customer service and provided stakeholders with the correct and most relevant information.

Customer Service Representative - PNC Bank - Alexandria, VA

(2011-02 - 2013-12)

• Provided customer service and banking account support in a professional setting.
• Processed customer transactions in an accurate and timely manner.
• Guided customers with inquiries regarding banking products, services, and account(s).
• Maintained customer information and financial assets confidentiality by adhering to security policies.

Bachelor's Degree - Information Technology - Strayer University (2021-01)

Associate degree - Accounting - American college of commerce (2012-09)