Highlights:Over seven years of experience in IT service management, software solutions, and system administration. Currently serving as Manager - Software Solutions at BESYS Technologies, leading solution implementation, system integration, sales planning, and product support. Former Senior System Administrator and Senior IT Service Management Officer at Awash Bank, managing critical IT systems, incident management, change management, and ITSM operations. Successfully implemented and supported enterprise IT solutions, including core banking systems, digital channels, CRM platforms, and IT service desk platforms. Extensive experience in project management, technical deployment, team leadership, and client collaboration.

Skills:Solution Developer, Support Specialist, System Administrator

Goal:To leverage extensive experience in IT service management, software solutions, and system administration to drive digital transformation, enhance operational efficiency, and lead high-impact technology projects in banking and technology sectors.

Certification:Service Desk Plus Implementer – ManageEngine (Aug 2024) BSc in Business Information Systems – Adama Science and Technology University (2015) MA in Project Management – Addis Ababa University (Ongoing, since Sept 2023)

MANAGER - SOFTWARE SOLUTIONS 08/20/2024 - current
BESYS TECHNOLOGIES, Addis Ababa, Ethiopia
Industry: IT
• Solution Implementation • System Integration • Team Management • Sales Planning • Product Support • Client Collaboration • Project Management • Solution Development • Stakeholder Communicatio
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SENIOR SYSTEM ADMINISTRATOR 08/08/2023 - 07/07/2024
AWASH BANK, Addis Ababa, Ethiopia
Industry: Banking
• Availability Management • Monitoring and Event Management • Incident Management • Problem Management • Technical Support
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SENIOR IT SERVICE MANAGEMENT OFFICER 04/26/2021 - 08/17/2023
AWASH BANK, Addis Ababa, Ethiopia
Industry: Banking
Help Desk Management: • Incident Management: • Problem Management: • Reporting and Dashboards: • Change Management: • Systems Administration:
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IT OPERATION OFFICER IT OPERATION OFFICER 10/07/2019 - 05/24/2021
AWASH BANK, Addis Ababa, Ethiopia
Industry: Banking
• Troubleshoot and resolve technical issues faced by bank users. • Provide training and assistance to colleagues for customer query resolutions. • Escalate complex issues to appropriate teams and follow up until resolution. • Ensure the smooth operation of IT systems supporting daily banking activities. • Conduct routine checks and maintenance of IT systems to minimize disruptions. • Support the implementation of system upgrades and updates.
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ASSOCIATE IT OPERATION OFFICER 02/01/2018 - 10/06/2019
AWASH BANK, Addis Ababa, Ethiopia
Industry: Banking
• Troubleshoot and resolve basic technical issues encountered by bank users. • Escalate unresolved issues to senior teams and monitor progress until resolution. • Assist in maintaining IT systems to ensure consistent functionality. • Provide first-line technical support to employees and branches. • Document technical issues and resolutions for future reference. • Collaborate with team members to address user concerns efficiently.
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CONTACT CENTER ADVISOR 02/08/2016 - 01/30/2018
ETHIO TELECOM, Addis Ababa, Ethiopia
Industry: Telecom
• Answering calls and chats that come from external customers • Assisting Customers in their technical issues • Escalating and following up if the issue needs escalation.
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Adama Science and Technology University 08/20/2013 - 11/21/2015
Adama, , Ethiopia
Degree: Bachelor's Degree
Major:Business Information Systems
Minor:Management
BSC IN BUSINESS INFORMATION SYSTEMS which is 70% information systems and 30% buisness

Alazar Adefris