St.

Mary's university
Faculty of informatics
Department of computer science
Internship project

Name -> Temesgen Abate

Id -> RCD/3386/2013

Submission date->September 4, 2024

Content
1.Acknowledgement……………………………………………………………………………………………1
2.Executive summary…………………………………………………………………………………………..2
3.Background of the organization………………………………………………………………………..3
4.vision,mission,values…………………………………………………………….4
5.Background of field of practices…………………………………………………5
6.Organization’s Activities(practices of the agency/organization)………………..7
7. work performed(initial and over time changes)…………………………………11
8.Educational value of the internship………………………………………………12
9.Relationships: classroom experience to actual work environment………………13
10. summary………………………………………………………………………..14
11. conclusion………………………………………………………………………15
 Acknowledgement
I would like to express my heartfelt gratitude to everyone who supported me during
my internship at the Ethiopian Postal Service IT Department.

First and foremost, I would like to thank my supervisors, Demelash getu and Bereket
wedaje , for their invaluable guidance and support throughout my time here. Their
insights and encouragement have significantly contributed to my professional growth
and understanding of the IT field.

I also extend my appreciation to my colleagues in the IT department, whose teamwork

and camaraderie made my experience enjoyable and enriching. Their willingness to
share knowledge and assist me in various projects was instrumental in enhancing my
skills in both help desk support and networking.

Additionally, I am grateful to the management of the Ethiopian Postal Service for

providing me with this opportunity to learn and grow in a professional environment.
The hands-on experience I gained has been crucial in shaping my career aspirations.

Lastly, I would like to thank my family and friends for their unwavering support and
encouragement throughout this journey.

Thank you all for making my internship a memorable and impactful experience.

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 Executive summary

Internship duration: Two months

Department : Information communication technology
Focus area: Infrastructure help desk and Networking

Overview
During my two-month internship at the Ethiopian postal Service within the Ict
Department, I gained significant hands-on experience related to infrastructure support
and networking solutions.This opportunity allowed me to apply theoretical knowledge
in practical environment, enhancing my understanding of it systems, support end user
employees and technical problem solving.

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 Background of the organization

Establishment and Early History

The Ethiopian Postal Service, known as Ethiopian postal service, was officially
established on March 9, 1894, by an imperial edict from Emperor Menelik II. This
marked the beginning of organized postal services in Ethiopia, which had previously
relied on couriers known as méléktegnas to carry messages. The establishment of the
postal service came nearly two decades after the formation of the Universal Postal
Union (UPU) in 1875, which aimed to promote international mail services.

Nature of Business

Ethiopost is a state-owned enterprise providing a wide range of postal and financial

services in Ethiopia. It serves as the country's primary postal operator, handling the
delivery of letters, parcels, and other mail items both domestically and internationally.
Additionally, Ethiopost offers various financial services, including money transfers,
bill payments, and insurance products.

Products and Services

Postal Services: Letter delivery, parcel delivery, registered mail, express mail,
postal boxes, philatelic products.

Logistics Services: Package forwarding, customs clearance, transportation

services.

Number of Employees

Ethiopost employs a significant number of employees across its extensive network of

post offices and branches throughout the country. While exact figures may vary, it is
estimated that the company has thousands of employees.

Major Markets Served

Ethiopost primarily serves the domestic market, catering to the needs of individuals
and businesses within Ethiopia. However, it also provides international postal services,
connecting Ethiopia with other countries through its membership in the Universal
Postal Union (UPU).

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 Vision

To be one of the global leaders in postal service & a preferred partner in logistics,
financial & government services.

Mission

To connect individuals & organizations through world-class affordable postal services.

To offer reliable logistics, financial & public services.
To promote customer-centric innovation & digitalization to excel in reliability, reach,
relevance & resilience.

Values

Serve Innovatively, Win with Diversity, Act with Integrity, Keep Customer First, Win
Together & Strive for Excellence.

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 Background of field of practices
1. Introduction to the Ethiopian Postal Service IT Department

The Ethiopian Postal Service (EPS) has undergone significant transformations over
the years, especially with the advent of digital technology. The IT department plays a
crucial role in ensuring that the infrastructure supporting postal services is robust,
efficient, and capable of meeting modern demands. This department is responsible for
managing both hardware and software systems that facilitate communication, data
management, and customer service the information communication technology
department of ethio postal service company information communication technology
department has two sections(teams) the first one is application team they work in
programming and code maintenance of the working systems like post global, ips
international postal service systems mostly they control user accounts, price and any
modifications they contact with the developers and the write maintenance codes and
database also and the second major team is infrastructure team this team also have
two sections help desk and networking sections these two sections has responsibility
to troubleshooting and control network resources and maintain the following are
description of those help desk and networking sections .

Overview of Infrastructure Help Desk Practices

Infrastructure help desk practices within the EPS focus on providing technical support
to users, maintaining network systems, and ensuring that all IT services run smoothly.
The help desk serves as the first point of contact for employees experiencing technical
issues. Key responsibilities include.
Incident Management: Tracking and resolving issues reported by users.
Service Requests: Handling requests for new services or changes to existing ones.
User Training: Educating staff on how to use various IT systems effectively.

Networking Practices in the EPS IT Department

Networking is a critical component of the EPS’s IT infrastructure. It involves

connecting various devices and systems to facilitate communication and data
exchange. Key aspects include

Network Design: Planning the layout of networks to ensure optimal performance.

Configuration Management: Setting up network devices such as routers, switches, and
firewalls.
Monitoring and Maintenance: Continuously checking network performance and
addressing any issues that arise.
Security Protocols: Implementing measures to protect sensitive data from unauthorized
access.

The networking team ensures that all branches of the EPS can communicate
effectively with each other and with external partners

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I join the infrastructure section of Ethiopian postal service it department and I work
with both networking and help desk sections.

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 Organization’s Activities(practices of the agency/organization)

As I describe in the above I work in the section of infrastructure team in the help
desk and networking parts mainly connected with the listed jobs with Trouble
shooting and maintenance of computer and network installation and
maintenance.

Trouble shooting and maintenance of computer(this connected with Help desk)

This section mainly focus on supporting end users or employees in ethio post
different offices there are many tasks and jobs I done with my supervisors and alone
works I done in this section listed in the following.

1,Unpacking a new computer and getting it set up for work

Open the Box: - Carefully cut any seals and open the box. Remove any packing
materials.

Take Out Components:- Remove the computer tower (or laptop), monitor (if
applicable), keyboard, mouse, and any other accessories (cables, manuals, etc.).

Check for Damage: - Inspect all components for any visible damage. If you notice
anything, contact the retailer or manufacturer immediately.

Position the Computer: - Place the tower or laptop on your desk. Ensure it has
adequate ventilation.

Connect the Monitor (if applicable): - Connect the monitor to the tower using the
appropriate cable (HDMI, DisplayPort, VGA, etc.).- Plug in the monitor's power
cable and turn it on.

Connect Keyboard and Mouse: - If they are wired, plug them into the appropriate
USB ports. For wireless devices, insert batteries and connect via Bluetooth or USB
dongle.

Power Up:- Connect the power cable to the computer and plug it into an electrical
outlet. - Turn on the computer using the power button

2,Installing necessary applications on employees computers

Step 1: Identify Required Applications

Step 2: install from internet or from share or from flash

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3,Printer
To connect or configure one printer to more than one computer there must be IP
address of printer. First it will be connected to only one computer after that by calling
the name of computer we can simply access the printer in the room. And It is used to
reduce cost that is spend on printer also it will save space of the room.
Steps are
 Plug the USB cable from your printer into an available USB port
on your PC
 Download the necessary printer driver in its model to a computer
 Turn the printer on
 Get the printer on the control panel hardware and set as default
 And using the connected computer name or ip address share the
printer to other computers.

4,RAM

Adding ram to slowest computers

- identify the type of computer
- getting compateble ram
- add in the free slot.

5, WINDOW INSTALLATION
I also see window installation on a computer that have OS problem. If there is a
failure of OS we have to format and install new OS but if it is new no need to format
the computer.
Steps for window installation and format
 Back up our data
 Insert your installation flash or DVD
 Restart the pc
 Reboot the pc and immediately start pressing (over and over again) the
keyboard key required by your pc to enter setup or bios. the key varies by
computers

 Dell F12
 HP F9

 Select the option to boot from the media

 Select your language preference and click next.
 Click install now.

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Those are some of the works I done in the Trouble shooting and maintenance of
computer(this connected with Help desk) then the next one is

network installation and maintenance.

1,CABLING (CABLE COLOR ARRANGEMENT)

In the ethiopost they widely use straight through cable. It means both side of the end
have the same color arrangement
TOOLS THAT NEEDED FOR CABLING
Crimper
Using a crimping tool, you may secure a connector to the end of a cable. For instance,
a crimping tool is used to attach the RJ-45 and RJ-11 connectors to the end of network
cables and phone cables, respectively.

Cable tester

If the wires are linked correctly or not, it can be determined with a network cable
tester. Additionally, it can reveal whether the insulation is broken, which would
permit crosstalk between two wires that shouldn't be linked. A connection is said to be
"miss wired" when it "goes to the wrong place" (the connection has two faults: it is
open to the right contact and shorted to the wrong contact.

RJ 45
A typical type of connector for Ethernet networking is RJ45. It resembles a phone
jack in appearance but is a little wider. Ethernet cables are frequently sometimes
referred to as RJ45 cables since they have an RJ45 connector on each end.

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Cutter
We used to cut different materials of networking such as: cables, trunk and wires.

Unshielded twisted pair (UTP) cable

UTP cable is used for data translation between devices.

Steps
 Cut the shell of UTP wire by using cutter
 Untwist wire ends
 Arrange the cables in two wiring standards in cross over or straight through.
 Arrange wires to size
 Insert Rj45 connector
 Crimp it by using crimper
 Finally test the cable by using tester

And I also work on rj 45 jack outlet or female in the wall most of the time the out lets
are out of work and we change those in the new outlets. And us those devices mostly

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 2,Joining computers to a domain and assigning IP addresses

Connecting computers with the network and assign ip address getway dns we use
epse.gov.et

Work performed

A.initial responsibilities

This part is written based on work types listed in the above my initial responsibilities
are to observing how different tasks are done steps of works observing the
environment and most of the time helping my supervisors giving them tools observing
them how they do every thing.

B.changes in job scope over the internship

This part also written based on work types listed in the above over the time I adapt the
environment the tasks how I done the job having a good communication with my
supervisors and they believe in me they give me many tasks that I doing alone and I
also develop a good confidence and doing tasks alone. And also I have a voice in
team works I can give some opinion about the work I suggest methodologies.

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 Educational value of the internship

During my internship, I gained invaluable insights into the career field and the
business environment that have significantly shaped my understanding of professional
dynamics. Working in a real-world setting allowed me to apply theoretical knowledge
and observe practical applications, enhancing my learning experience.

One of the most significant lessons I learned was the importance of adaptability in the
workplace. The fast-paced nature of the business environment often requires quick
thinking and flexibility to respond to changing circumstances. I encountered situations
where project requirements shifted unexpectedly, necessitating immediate
adjustments to our strategies. This taught me that being open to change and
maintaining a positive attitude are crucial skills in navigating the complexities of any
career.

Collaboration emerged as another vital aspect of my internship. I had the opportunity

to work alongside diverse teams, each bringing unique perspectives and expertise to
the table. Through collaborative projects, I learned how effective communication and
teamwork can drive success. I realized that fostering strong relationships with
colleagues not only enhances productivity but also creates a supportive work culture.
This experience underscored the value of interpersonal skills in building a cohesive
team.

Moreover, my internship provided a deeper understanding of industry-specific

practices and business operations. I participated in various tasks, from market
research to project management, which allowed me to see how different departments
interconnect to achieve organizational goals. This holistic view helped me appreciate
the complexities of running a business and the importance of aligning individual
efforts with broader company objectives.

I also gained practical skills in using industry-standard tools and technologies, which
are essential for career advancement. Familiarity with software applications and data
analysis techniques has equipped me with competencies that are highly valued in
today’s job market. This technical proficiency, combined with my enhanced soft skills,
has made me more confident in pursuing a career in this field.

I also learn how to keep and follow the organizations rules and regulation specially
time keeping doing things on time.

In conclusion, my internship has been a transformative experience that deepened my

understanding of the career field and the business environment. The lessons learned
about adaptability, collaboration, industry practices, technical skills, and leadership
will undoubtedly guide me as I embark on my professional journey. I am excited to
apply these insights in future roles and contribute meaningfully to any organization I
join.

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Relationships: classroom experience to actual work environment

As a computer science student interning in a helpdesk and networking role, I

discovered numerous connections between my classroom experiences and the
practical work I performed. This internship provided an invaluable opportunity to
apply theoretical concepts in real-world scenarios, enhancing my understanding of
both networking principles and customer support dynamics.

One of the most significant connections was in the area of networking fundamentals.
In my coursework, I studied various networking protocols, IP addressing, and the OSI
model. This foundational knowledge proved essential when troubleshooting network
issues during my internship. For instance, when I encountered connectivity problems,
I was able to apply my understanding of the OSI model to systematically diagnose
where the issue might lie—whether it was a physical layer problem with cabling or a
network configuration issue at the transport layer. This methodical approach not only
helped me resolve issues more efficiently but also reinforced the theoretical concepts I
had learned in class.

Additionally, my studies in operating systems were directly applicable to my

internship work. I had learned about different operating systems, their functionalities,
and how they interact with hardware. During my time at the helpdesk, I frequently
assisted users with issues related to Windows . My familiarity with system commands
and troubleshooting techniques from class allowed me to guide users through
resolving software conflicts and optimizing system performance. This hands-on
experience solidified my understanding of operating systems and highlighted their
importance in everyday computing tasks.

Moreover, the customer service skills I developed during my coursework in

communication and teamwork were crucial in my internship. I had taken classes that
emphasized effective communication strategies, especially in technical environments.
In the helpdesk role, I frequently interacted with users who were frustrated or
confused about technical issues. Utilizing the communication techniques I learned in
class—such as active listening and clear explanations—allowed me to provide better
support and improve user satisfaction. This experience taught me that technical skills
alone are not enough; effective communication is vital for successful problem
resolution.

In conclusion, my internship in helpdesk and networking provided a rich platform to

connect classroom learning with practical application. The integration of networking
fundamentals, operating systems knowledge, customer service skills, cybersecurity
awareness, and troubleshooting methodologies enhanced my overall understanding of
the field. This experience not only solidified my academic foundation but also
equipped me with essential skills for my future career in computer science.

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 Summary

During my internship at the Ethiopian Postal Service IT Department, I had the

opportunity to work in both help desk support and networking roles, which provided
me with a comprehensive understanding of IT operations within a large organization.

Help Desk Responsibilities:

In the help desk capacity, I was primarily responsible for assisting users with various
technical issues. This involved troubleshooting hardware and software problems,
guiding employees through system errors, and providing support for email and
application access. I learned to effectively communicate technical information to non-
technical users, ensuring they felt supported and understood. My experience in this
role honed my customer service skills, as I often dealt with frustrated users and
needed to remain calm and patient while resolving their issues.

Networking Exposure:

In addition to help desk duties, I gained valuable experience in networking. I assisted

in maintaining the organization's network infrastructure, which included monitoring
network performance and addressing connectivity issues. My coursework on
networking fundamentals proved beneficial as I applied concepts such as IP
addressing and the OSI model to diagnose problems. I participated in routine
maintenance tasks, such as updating network configurations and ensuring that security
protocols were in place to protect sensitive data.

Team Collaboration:

Working alongside experienced IT professionals allowed me to learn best practices in

both help desk management and networking. I participated in team meetings where
we discussed ongoing projects and shared insights on improving service delivery.
This collaborative environment fostered a sense of teamwork and highlighted the
importance of communication in achieving organizational goals.

Overall, my internship at the Ethiopian Postal Service IT Department was an

enriching experience that deepened my understanding of IT operations. The
combination of help desk support and networking responsibilities equipped me with
essential technical skills and reinforced the importance of effective communication
and teamwork in a professional setting. This experience has solidified my interest in
pursuing a career in IT, and I am eager to apply what I have learned in future
endeavors.

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 Conclusion

My two-month internship at the Ethiopian Postal Service IT Department was an

invaluable experience that significantly enhanced my technical and professional skills.
Working in both help desk support and networking roles allowed me to gain a well-
rounded understanding of IT operations within a large organization.

In the help desk role, I developed strong customer service skills by assisting users
with various technical issues, learning to communicate effectively with individuals
who may not have a technical background. This experience taught me the importance
of patience and empathy in resolving problems, as well as the need for clear
communication to ensure users felt supported.

Simultaneously, my involvement in networking exposed me to the complexities of

maintaining an organization's infrastructure. I became familiar with essential
networking concepts, troubleshooting connectivity issues, and implementing security
measures. This hands-on experience reinforced my theoretical knowledge and
provided me with practical skills that are crucial in the IT field.

Collaboration with experienced professionals in the department fostered a sense of

teamwork and highlighted the importance of sharing knowledge and insights. I
appreciated the guidance and mentorship I received, which contributed to my
professional growth.

Overall, this internship solidified my passion for IT and equipped me with the skills
necessary to pursue a successful career in this field. I am grateful for the opportunity
to learn and contribute to the Ethiopian Postal Service and look forward to applying
these experiences in my future endeavors.

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