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SurafelGetachewT/README.md

Surafel Getachew

Technical Customer Support Specialist focused on telecom, networking, remote-user support, SaaS, and fintech.

I bring 4+ years of experience across telecommunications, internet services, SaaS, and fintech. My work combines customer communication, structured troubleshooting, incident investigation, escalation, technical documentation, and customer education.

Professional focus

  • Technical Customer Support
  • Network Troubleshooting
  • Remote User Support
  • SaaS and Fintech Support
  • Incident Investigation and Escalation
  • Technical Documentation

Professional experience

  • Technical Support Specialist - Ethio Telecom | September 2017 - September 2019 | Ethiopia
  • Customer Support Agent - Clickworker | June 2022 - September 2023 | Remote / Germany
  • Customer Support Representative - Binance | May 2024 - June 2024 | Remote
  • Lecturer and Researcher - Wollo University | October 2019 - June 2025 | Ethiopia
  • Verified P2P Merchant | Payment, Dispute and Platform Support - OKX, Bitget, Binance, MEXC | August 2022 - May 2026 | Remote

Networking knowledge

  • IP addressing and TCP/IP
  • DNS, DHCP, and NAT
  • Routing and gateways
  • Wi-Fi and LAN troubleshooting
  • Latency investigation and device configuration
  • Authentication and access troubleshooting
  • Forward proxies, HTTP/HTTPS, SOCKS5, IP whitelisting, geo-targeting, rotating proxies, and sticky-session concepts

Support tools

Zendesk, Freshdesk, Intercom, Help Scout, HaoDesk, HubSpot, Slack, Microsoft Teams, Google Workspace, and Postman.

Languages

  • English - Fluent
  • Amharic - Native

Education and certifications

  • MSc in Software Engineering - Addis Ababa Science and Technology University, 2021
  • BSc in Information Technology - Hawassa University, 2017
  • HubSpot Customer Service Software Certification, 2025
  • Zendesk Customer Service Training, 2025
  • Freshdesk Academy Customer Support Basics, 2026
  • CCNA 1: Network Fundamentals, 2019
  • CCNA 2: Routing Protocols and Concepts, 2021

Selected work

Connect

Pinned Loading

  1. Technical-Support-Engineer Technical-Support-Engineer Public

    Technical support documentation and troubleshooting examples for SaaS, app, account, payment, and platform issues.

  2. crypto-exchange-api-support-lab crypto-exchange-api-support-lab Public

    Read-only Node.js lab demonstrating public crypto API integration, Postman/OpenAPI testing, safe retries, redacted logging, troubleshooting, and engineering escalation.

    JavaScript

  3. support-portfolio-website support-portfolio-website Public

    Personal portfolio website for customer support, technical support, crypto support, troubleshooting workflows, and support documentation.

    JavaScript

  4. technical-support-workflows technical-support-workflows Public

    Troubleshooting workflows for technical support, bug reports, payment issues, login issues, and crypto transaction problems.

  5. crypto-p2p-support-case-studies crypto-p2p-support-case-studies Public

    Crypto and P2P support case studies covering disputes, payment verification, transaction delays, and fraud-aware support.

  6. Exchange Exchange Public

    Crypto exchange demo project used to showcase crypto support workflows, transaction troubleshooting, and help center documentation.

    HTML