Biruk Aregu
Professional Summary
IT Professional with a Bachelor's degree in Computer and Information Science (Summa Cum Laude) and strong foundation in LLMs, Cybersecurity, Web Development, Cloud Solutions, and Enterprise IT Support. Skilled in resolving complex hardware, software, and network challenges across Windows and Linux systems. Combines technical proficiency with a focus on enhancing security, optimizing performance, and driving operational efficiency through innovative problem-solving.
Technical Skills
Operating system: Unix/Linux, Windows
Cloud platforms: Azure, AWS, Google Cloud Platform (GCP)
Customer service: Incident management, Troubleshooting, Ticketing systems (ServiceNow, Zendesk, Jira), Remote Desktop Support, User Training
Networking: TCP/IP, VPN, DNS, DHCP, LAN/WAN, Switches, Routers, Firewall
Tools: Microsoft Office Suite, Active Directory, Azure Active Directory, ServiceNow, Data Analysis and Visualization, Jira
Database Management: SQL, MySQL, Oracle, MongoDB
Programming languages: Python, JavaScript, HTML, CSS, Bash/Shell Scripting
Education
Harrisburg University of Science and Technology
Bachelor of Science, Computer and Information Sciences | GPA 3.96
Summa Cum LaudePresident's List Recognition
Philadelphia, PA
August 2020 - May 2022
Community College of Philadelphia
Associate in Applied Science, Computer Information Systems | GPA 3.81
Dean's List Recognition
Philadelphia, PA
September 2018 - August 2020
IT Certifications & Awards
CompTIA Security+ Certification
2025 (In Progress)
AWS Certified Solutions Architect - Associate (SAA-C02)
2025 (In Progress)
High Academic Excellence Award - Summa Cum Laude
2022
Team Leadership Award
2022
Work Experience
Technology Service Desk Analyst
Independent Blue Cross, IBX
Philadelphia, PA
November 2024 – Present
- Provide Technical support to end-users by troubleshooting hardware, software, and network issues.
- Manage and resolve IT service requests and incidents via the ServiceNow platform.
- Support Windows OS environments, ensuring compatibility and functionality with user systems.
- Configure and troubleshoot mobile devices, Citrix, VMware, and other virtual desktop environments.
- Maintain clear and effective communication with users to understand issues and provide customer-focused resolutions.
- Apply ITIL-based processes to ensure consistency and quality in incident management and ticket resolution.
- Continuously develop technical skills to adapt to evolving IT systems and processes.
- Document technical procedures, resolutions, and best practices to improve team efficiency and knowledge sharing.
IT Support Intern
Harrisburg University of Science and Technology
Philadelphia, PA
January 2022 - May 2022
- Provided comprehensive technical support for students, faculty, and staff, including hardware, software, and network troubleshooting, managing tickets in ServiceNow to reduce incident resolution times by 35%.
- Diagnosed and resolved issues across multiple operating systems (Windows and Linux) both remotely and on-site, handling 95% of user-reported issues on first contact and escalating complex cases when necessary.
- Educated users on common technical problems and solutions, enhancing user experience through step-by-step guidance.
- Administered Active Directory accounts, ensuring secure access, appropriate permissions, and effective user account management.
- Utilized Linux commands for file and process management to improve system efficiency and operational effectiveness.
UAT Test Scripter
Randstad Technologies
EL Segundo, CA
March 2016 – August 2016
- Created and executed user acceptance test (UAT) scripts for loan and home assistance programs.
- Collaborated with the development team to identify, document, and resolve software defects.
- Utilized Agile methodologies to ensure timely delivery of test results and feedback.
- Gained practical experience in SDLC and STLC processes, improving test case accuracy and quality.
Technical Projects
Security Awareness Chatbot
- Developed an interactive AI-powered chatbot focused on cybersecurity education and awareness.
- Created a comprehensive knowledge base covering various security topics and best practices.
- Implemented personalized learning paths based on user knowledge and interests.
Social Media Cybersecurity Research
- Conducted extensive research on cybercriminal activities across social media platforms.
- Developed comprehensive user awareness guidelines and security best practices.
- Created detailed threat analysis reports with actionable recommendations.
Phishing Attack Simulator
- Developed an educational tool that simulates phishing attacks to train users on identifying threats.
- Created realistic phishing templates with configurable difficulty levels and educational feedback.
- Implemented analytics dashboard to track user awareness improvement and vulnerability areas.
Personal Portfolio Website
- Developed a modern, responsive portfolio website using Next.js and React.
- Implemented interactive features including dark/light mode and smooth transitions.
- Built with accessibility in mind, ensuring WCAG compliance.
Languages
English: Fluent
Amharic: Native