MIFFTA SERMOLO
United Arab Emirates,Sharjah
Summary
I am an IT Support and Cybersecurity professional with a Bachelor's degree in Business Administration & Information Systems and practical experience supporting e-commerce operations while assisting IT teams with first-line technical support. From May 2019 to December 2022, I worked at 2071Mall Smart E-commerce in Sharjah, where I supported daily business operations and collaborated with IT teams to troubleshoot technical issues, configure devices, and help maintain efficient operations.
Since January 2023, I have been providing digital services in the UAE, including visa processing, Emirates ID services, medical appointment bookings, and other online government services. During this time, I have also dedicated myself in advancing my IT career through continuous learning and hands-on technical practice.
My technical skills include Windows administration, Linux, networking, Cisco technologies, troubleshooting, TCP/IP, VLANs, DHCP, DNS, NAT, Wireshark, Nmap, VMware, and Cisco Packet Tracer. I have completed cybersecurity and networking training through Cisco Networking Academy and Google's Cybersecurity Professional Certificate program, and I have completed CCNA training at Zabeel Institute in Dubai.
I enjoy solving technical problems, supporting users, and continuously learning new technologies. I am currently seeking opportunities in IT Support, Service Desk, Network Support, NOC, and entry-level Cybersecurity roles where I can contribute, grow professionally, and deliver value to my organization.
Overview
1
1
Certification
3
3
years of post-secondary education
18
18
years of professional experience
Work history
Freelance Digital & IT Support Specialist
Freelance
, United Arab Emirates
2023.01 - 2026.07
- Provided remote customer support for digital services, managing sensitive personal data and online documentation.
- Assisted clients with online government services, including visa applications and medical bookings, demonstrating secure data handling.
- Developed digital administrative workflows and maintained confidentiality in data processing.
- Enhanced problem-solving skills through troubleshooting online platforms and supporting cybersecurity best practices.
- Self-employed | United Arab Emirates
Logistics Associate & IT Support Assistant
2071Mall Smart E-commerce,
Sharjah, UAE
2019.05 - 2022.12
- Provided first-level technical support for Windows systems, network connectivity, and operational devices, ensuring smooth business continuity.
- Assisted in network troubleshooting, including LAN and Wi-Fi, and supported IT asset management and documentation.
- Configured and maintained IT hardware such as desktops, printers, and barcode scanners, demonstrating hardware troubleshooting skills.
- Collaborated with IT and operations teams to resolve technical issues and optimize system performance.
- Supported cybersecurity best practices by maintaining secure configurations and assisting with routine security checks.
- Escalated complex issues to senior engineers, gaining exposure to security incident management.
- 2071 Mall Smart E-commerce | Sharjah
Operational & IT Support Associate
Motech trading and Manifucturing
Addis Ababa, Ethiopia
2013.01 - 2016.01
- Supported business operations with organizational and IT support, developing foundational skills in system troubleshooting.
- Provided customer service and documentation support, ensuring effective communication and operational efficiency.
- Assisted in basic network setup and hardware maintenance, gaining early exposure to networking concepts.
- Contributed to team collaboration and problem resolution in a professional environment.
- Motech Trading & Manufacturing PLC | Addis Ababa
IT technical support intern
Yusra Computer and Internet café
Bishoftu, Ethiopia
2008.03 - 2012.01
- Conducted hardware maintenance to prolong equipment life.
- Provided technical assistance for smoother operations.
- Maintained IT inventory, ensured availability of essential devices.
- Installed and updated software suites to ensure data security.
- Assisted in network configuration for seamless connectivity.
Education
Bachelor of Business Administration & Information Systems - Information Systems, Business Management
Addis Ababa University College of Commerce
Addis Ababa 2004.09 - 2008.01
Skills
- SIEM Tools
- Firewall Configuration
- Intrusion Detection
- Security Incident Response
- Vulnerability Scanning
- Cyber Threat Intelligence
- Endpoint Security
- Cloud Security
- IT Support
- Desktop Support
Security Monitoring
- Windows 10/11 Administration
- Hardware Troubleshooting
- Network Configuration
- TCP/IP
- VLAN
- DHCP
- DNS
- Wireshark
- Nmap
- Cybersecurity Fundamentals
Certification
- Foundations of Cybersecurity | Google
- Networking Basics | Cisco Networking Academy
- Introduction to Cybersecurity | Cisco Networking Academy
- Getting Started with Cisco Packet Tracer | Cisco Networking Academy
- CCNA | Zabeel Institute, Dubai UAE
LANGUAGES
English (Advanced High)
Arabic (Superior/Native)
CAREER OBJECTIVE
To secure an entry-level position in IT Support, Networking, or Cybersecurity where I can apply my technical knowledge, practical laboratory experience, and strong problem-solving abilities while continuing to grow into a highly skilled cybersecurity professional. (Beginner)
Timeline
Freelance Digital & IT Support Specialist
Freelance
2023.01 - 2026.07
Logistics Associate & IT Support Assistant
2071Mall Smart E-commerce,
2019.05 - 2022.12
Operational & IT Support Associate
Motech trading and Manifucturing
2013.01 - 2016.01
IT technical support intern
Yusra Computer and Internet café
2008.03 - 2012.01
Bachelor of Business Administration & Information Systems - Information Systems, Business Management
Addis Ababa University College of Commerce
2004.09 - 2008.01