Biruk Aregu
Professional Summary
IT Professional with a Bachelor's degree in Computer and Information Science (Summa Cum Laude) and a strong foundation in Cybersecurity, Web Development, Cloud Solutions, and Enterprise IT Support. Skilled in resolving complex hardware, software, and network challenges across Windows and Linux systems. Hands-on experience with cybersecurity tools such as Splunk, DataDog, and Wireshark through labs and academic projects, focusing on threat detection, log analysis, and incident response. Combines technical proficiency with a focus on enhancing security, optimizing performance, and driving operational efficiency through innovative problem-solving.
Technical Skills
Education
Harrisburg University of Science and Technology
Bachelor of Science, Computer and Information Sciences | GPA 3.96
Philadelphia, PA
August 2020 - May 2022
Community College of Philadelphia
Associate in Applied Science, Computer Information Systems | GPA 3.81
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.