Helen Derebe

Aspiring Desktop Support Specialist with hands-on experience supporting 250+ users in a fast-paced enterprise environment. Adept at resolving technical issues, configuring hardware and software, and providing a high level of service delivery. Strong collaborator with proven ability to ensure compliance with IT best practices and internal policies. Currently expanding technical expertise through intensive Year Up training in Helpdesk and Desktop Support.

Desktop Support Intern - Goodwin Procter LLP - Washington, DC

(2025-01 - 2025-07)

• Provide IT support to 250+ users, consistently resolving technical issues to minimize downtime and ensure high user satisfaction.
• Manage incident tickets in ServiceNow, to efficiently track, prioritize, and resolve user support issues and request, optimizing IT service delivery.
• Troubleshoot hardware/software issues across laptops, PCs, and peripherals; perform system imaging and deployment.
• Support Microsoft Exchange tasks such as mailbox setup, account management, mobile device enrollment, and resolving email issues.
• Configure monitors and ergonomic workstations to optimize performance and comfort.
• Collaborate on PC refresh projects, assisting with imaging, deployment, and asset tracking across departments.

Certificate - Helpdesk/Desktop Support - Year Up (2024-08)