Bahir Dar University

Bahir Dar Institute of Technology

Faculty of Computing
Department of Computer Science

Internship Report

Hosting Company: Commercial Bank of Ethiopia

Project Title: Computer Maintenance and Network Installation

By: Ekram Demamu

ID No: 1505820
Mentor: Toyba M.
Company Supervisor: Desale Maereg
Date: 15/1/2018 E.C
Declaration
I, , Ekram Demamu declare that this internship report entitled “Design and Implementation of a
Desktop Troubleshooting Application for ICT Problems at Commercial Bank of Ethiopia, Woldia
Branch” is my original work.

The report has been prepared in partial fulfillment of my internship program requirements. It
has not been submitted, in whole or in part, to any other academic institution or organization
for a degree, diploma, or certificate.

All sources of materials used in the preparation of this report have been duly acknowledged.

Name of Student: Ekram Demamu

ID Number: 1505820

Date: 15/1/2018 E.C

Acknowledgement
First and foremost, I would like to thank Almighty God for granting me the strength, wisdom,
and good health to successfully complete my internship program and this report.

I am deeply grateful to the Commercial Bank of Ethiopia (CBE), Woldia Branch, for providing me
with the opportunity to carry out my internship in the ICT Department. The experience and
knowledge I gained during this period have been invaluable to my academic and professional
growth.

My sincere appreciation goes to my supervisor, for his guidance, constructive feedback, and
continuous encouragement throughout the project. I also wish to thank all the ICT staff at
Woldia Branch for their cooperation, technical support, and practical insights, which greatly
contributed to the success of this project.

Finally, I would like to express my heartfelt gratitude to my family, friends, and instructors for
their constant support, motivation, and encouragement during my internship journey.
Table of Content
Chapter One
Historical Background of CBE
1.1 Historical Background ---------------------------------------------------------------1
1.2 Main Products and Services -------------------------------------------------------2
1.3 Main Customers / End Users ------------------------------------------------------3
1.4 Organizational Structure -----------------------------------------------------------4
1.5 Workflow of Each Department / Functional Unit -----------------------------5

Chapter Two
Internship Experience
2.1 Internship Placement and Role ---------------------------------------------------8
2.1.1 Section of Placement and Reason for Assignment -----------------8
2.1.2 Work Tasks Executed ------------------------------------------------------8
2.2 Engineering Methods, Tools, and Techniques Used---------------------------8
2.2.1 Networking Installation and Maintenance ---------------------------8
2.2.2 Computer Maintenance ---------------------------------------------------13
2.2.3 Printer Maintenance -------------------------------------------------------15
2.3 Challenges and Problems Faced --------------------------------------------------15
2.4 Proposed Measures to Overcome Challenges ---------------------------------15
2.5 Skills and Knowledge Gained -------------------------------------------------------16
2.5.1 Practical Skills Improvement ---------------------------------------------16
2.5.2 Theoretical Knowledge Enhancement ---------------------------------16
2.5.3 Teamwork Skills Development ------------------------------------------16
2.5.4 Leadership Skills Development ------------------------------------------17
2.5.5 Understanding Work Ethics & Industrial Psychology ---------------17
2.5.6 Entrepreneurship Skills Improvement ---------------------------------17
2.5.7 Interpersonal Communication Skills Improvement -----------------17
2.6 Recommendations and Conclusion on Internship Experience -------------17

Chapter Three
Project Work on Selected Problem
3.1 Project Summary ---------------------------------------------------------------------18
3.2 Problem Statement & Justification -----------------------------------------------19
3.3 Objectives of the Project -----------------------------------------------------------20
 3.4 Methodology --------------------------------------------------------------------------20
3.5 Analysis, Results, and Discussion -------------------------------------------------22
3.6 Proposed Solution --------------------------------------------------------------------29
3.7 Conclusion and Recommendations ----------------------------------------------29

Chapter Four
General Conclusion and Recommendations
4.1 General Conclusion -------------------------------------------------------------------30
4.2 General Recommendations --------------------------------------------------------31
4.3 References ----------------------------------------------------------------------------- 32
4.4 Appendices ----------------------------------------------------------------------------33

List of Figures
Figure 1.1: Workflow of CBE

Figure 2.1: Crimper

Figure 2.2: Wire Stripper

Figure 2.3: Cable Tester & Wire Map

Figure 2.4: Puncher Tool

Figure 2.5: Screwdrivers

Figure 2.6: Hack Saw

Figure 2.7: Rubber Mallet

Figure 2.8: Drill Machine

Figure 2.9: Combination Pliers

Figure 2.10: Diagonal Pliers

Figure 2.11: Switches

Figure 2.12: Patch Panel

Figure 2.13: Rack

Figure 2.14: UTP Cable

Figure 2.15: RJ45 Connectors

Figure 2.16: Media Converters

Figure 2.17: Network Trunking

Figure 2.18: Long-nose Pliers

Figure 2.19: Wrench

Figure 3.1: Main Interface

Figure 3.2: Problem Categories

Figure 3.3: Search Bar

Figure 3.4: Zoom In/Out

Figure 3.5: Print to PDF

Figure 3.6: Export to PDF

Figure 3.7: About Page

Figure 3.8: PDF Viewer

List of Abbreviations and Acronyms

CBE Commercial Bank of Ethiopia

ICT Information and Communication Technology

GUI Graphical User Interface

SDLC Software Development Life Cycle

IDE Integrated Development Environment

JDK Java Development Kit

JSON JavaScript Object Notation

PDF Portable Document Format

API Application Programming Interface

JVM Java Virtual Machine

MIT Massachusetts Institute of Technology (License)

OOP Object-Oriented Programming

HDD Hard Disk Drive

RAM Random Access Memory

LAN Local Area Network

WAN Wide Area Network

DB Database
Chapter One: Historical Background of CBE
The Commercial Bank of Ethiopia (CBE) is the largest state-owned financial institution in
Ethiopia, playing a central role in the country’s financial intermediation and economic
development. With its vast branch network, diversified financial products, and adoption of
modern banking technologies, CBE has become the backbone of Ethiopia’s banking industry.
Among its many branches, the Woldia Branch serves as a key financial hub for the surrounding
region, supporting individuals, businesses, and institutions with accessible banking services.

1.1 Historical Background

The history of CBE dates back to the establishment of the State Bank of Ethiopia in 1942. Later,
in 1963, the bank was legally re-established as the Commercial Bank of Ethiopia (CBE) as a share
company. Since then, the bank has played a significant role in the financial sector and in
supporting the broader development of the country.

In 1974, CBE merged with the privately owned Addis Ababa Bank, further consolidating its
position as the dominant financial institution in the country. Over the decades, it expanded
rapidly, introducing innovative banking services, widening branch coverage, and strengthening
international banking relationships.

Currently, CBE has more than 40 million account holders served through its 1,940+ branches
across Ethiopia. Its customer base has increasingly adopted digital platforms, with over 6.6
million internet and mobile banking users, 8.3 million ATM card holders, and 17 million CBE-Birr
mobile wallet users.

Internationally, CBE has established strong correspondent relationships with over 50 renowned
foreign banks such as Commerzbank AG, HSBC, Citibank, and Royal Bank of Canada.
Furthermore, it maintains SWIFT bilateral arrangements with more than 700 international
banks, enabling global financial transactions.

CBE has also been a pioneer in money transfer services. In the early 1990s, it introduced
Western Union Money Transfer in Ethiopia, and it currently collaborates with over 20
international money transfer agents, including MoneyGram, Xpress Money, and Atlantic
International.

CBE is the largest bank in Ethiopia by asset size and revenue:

 Total Assets: ~ 1.3 trillion Birr (2023).

 Revenue: 163.2 billion Birr (2023).
 Network: 1,940+ branches nationwide.
 Employees: Over 60,000 staff members.

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Its headquarters is located in Addis Ababa, in the recently inaugurated 53-story skyscraper, the
tallest building in Ethiopia, symbolizing the bank’s strength and modernity.

At the Woldia Branch, the infrastructure is designed to handle high customer flow, with multiple
service counters, ATM facilities, and digital banking registration desks.

Vision, Mission, and Core Values

Vision: “To become a world-class commercial bank financially driving Ethiopia’s future.”

Mission: “We are committed to realizing stakeholders’ value through enhanced financial
intermediation globally, deploying highly motivated and skilled employees.”

Core Values guiding CBE’s operations include:

 Integrity – Employees are expected to demonstrate loyalty and honesty in serving

customers.
 Service Excellence – Delivering high-quality services to meet customer needs.
 Professionalism – Ensuring staff possess the required knowledge and expertise.
 Empowerment – Delegating authority and nurturing future leaders.
 Innovation – Continuously adopting modern technologies to remain competitive.
 Teamwork – Promoting collaboration among staff as no task can be completed
individually.
 Respect for Diversity – Valuing differences in religion, ethnicity, and nationality.
 Corporate Citizenship – Operating within the legal frameworks and supporting national
development.

1.2 Main Products and Services

CBE provides a wide range of products to meet the needs of individuals, businesses,
government offices, and the diaspora community. These include:

1. Savings Accounts

 Normal Savings Account – open to all individuals above 18, with 7% annual interest.
 Women’s Savings Account – designed exclusively for women, with a slightly higher
interest rate of 7.25%.
 Youth Savings Account – for customers aged 18–24, also with 7.25% interest.
 Teen-Youth Savings Account – for younger customers without independent income,
helping them build saving habits.
 Special Purpose Savings Products – Education, Wedding, and Holiday accounts.
 Interest-Free Banking Accounts – tailored for customers who avoid interest due to
religious or personal reasons.
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2. Demand Accounts

 Current and checking accounts for individuals and businesses, requiring a minimum
deposit (500–1,000 birr).
 Special demand deposit accounts and ECX-related accounts.
 Operable by individuals or authorized legal agents, subject to verification.

3. Diaspora Accounts

 Non-resident accounts available to Ethiopians abroad, Ethiopian-origin foreign nationals,

and businesses.
 Five types, including Non-Resident Transferable (NR-T), Non-Resident Non-Transferable
(NR-NT), and Foreign Exchange Retention accounts.
 Enable foreign currency deposits and local transactions, boosting foreign exchange
reserves.

4. Other Services

 Loans and credit facilities for individuals, businesses, and development projects.
 Digital banking services: internet banking, mobile banking, CBE-Birr wallet.
 ATM, POS, and card banking services.
 International money transfer services in collaboration with global partners.

At the Woldia Branch, commonly accessed services include savings accounts, salary processing
for government and private employees, loans for small businesses and merchants, and
international remittances from diaspora families.

1.3 Main Customers / End Users

Nationally, CBE’s customer base exceeds 40 million account holders, making it by far the largest
bank in Ethiopia. The bank caters to diverse segments including:

 Urban and rural individuals.

 Businesses ranging from small enterprises to large corporations.
 International customers, including the Ethiopian diaspora.
 Government institutions and NGOs.

At Woldia Branch, the primary customers include:

 Civil servants and salaried employees.

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  Local merchants and small-scale business owners.
 Farmers and agricultural traders using ECX accounts.
 Students and young professionals utilizing savings and CBE-Birr services.
 Families receiving remittances from abroad.

1.4 Organizational Structure

CBE’s organizational structure has undergone several reforms, notably through a study
conducted with the Frankfurt School of Finance and Management, aimed at creating a modern,
efficient structure aligned with its strategy to become a world-class bank by 2025.

Key initiatives included:

 Developing an HRD strategy and training systems.

 Establishing a Center of Excellence to train employees in technical and soft skills such as
branch management, credit analysis, and customer service.
 Implementing a functional matrix linking organizational design with processes.

At the national level, CBE is headed by a President (currently Abe Sano) supported by several
Vice Presidents managing functional areas such as operations, credit, IT, and HR.

At the branch level such as Woldia, the structure typically includes:

 Branch Manager – overall leadership.

 Customer Service and Operations Division – handling account opening, deposits,
withdrawals, and transfers.
 Credit and Loan Officers – processing loan applications.
 Cashiers/Tellers – day-to-day transaction processing.
 Support Staff – security, administration, and IT support.

Studies indicate that CBE leadership styles significantly affect employee satisfaction.
Transformational and transactional leadership styles contribute positively to motivation and
performance, while laissez-faire leadership has negative effects. At the branch level, managers
are encouraged to apply standardized leadership practices, lead by example, and adapt to
situational needs to ensure service excellence and employee commitment.

1.5 Workflow of Each Department / Functional Unit

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The Commercial Bank of Ethiopia (CBE) operates through a well-structured organizational
framework that ensures efficiency, accountability, and smooth coordination across its various
functional units. The workflow of each department is outlined as follows:

1. Board of Directors (BOD)

 Provides overall governance and strategic direction for the bank.
 Approves policies, budgets, and performance benchmarks.
 Ensues compliance with national and international banking regulations.
2. President
 Acts as the Chief Executive Officer of the bank.
 Oversees day-to-day operations and ensures execution of strategic plans.
 Reports to the Board of Directors.
3. Risk Management and Compliance
 Identifies, monitors, and mitigates operational, financial, and compliance risks.
 Ensures adherence to banking regulations, policies, and procedures.
 Works closely with all departments to maintain institutional integrity.
4. Internal Audit
 Independently reviews operations to ensure compliance and efficiency.
 Provides objective evaluation of financial reporting, risk management, and
governance.
 Reports directly to the President and Board of Directors.
5. Chief of Staff
 Coordinates the implementation of strategic projects and initiatives.
 Acts as a link between executive management and operational units.
 Monitors progress and ensures alignment with organizational goals.
6. Business Department
 Provides services to large corporations, government entities, and institutions.
 Handles individual customer accounts, deposits, and personal loans.
 Develops and manages online, ATM, and mobile banking platforms.
 Supervise and coordinate branch operations across different geographic areas.
A. Wholesale Banking: Provides tailored financial solutions to large corporate
clients, government entities, and institutional investors.
B. Retail Banking: Offers savings accounts, current accounts, loans, and other retail
services to individual customers.
C. Digital Banking: Develops and manages digital channels such as ATMs, mobile
banking, and internet banking.
D. Regional Offices: Coordinate branch-level operations within assigned geographic
zones.

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7. Operations Department
 Manages loan processing, approval, and monitoring.
 Oversees foreign exchange, trade financing, and cross-border transactions.
 Ensures service quality, handles complaints, and improves customer satisfaction.
A. Credit: Manages loan applications, approval workflows, and credit
disbursements.
B. International Banking: Facilitates trade financing, letters of credit (LCs), and
guarantees.
C. Customer Experience: Collects customer feedback and resolves service-related
issues.
8. Corporate Services
 Recruitment, training, performance appraisal, and employee welfare.
 Manages budgets, accounting, and financial reporting.
 Oversees bank investments and subsidiary businesses.
 Handles infrastructure, logistics, and asset maintenance.
 Provides legal advice, manages contracts, and handles litigation.
A. Human Resources (HR): Oversees recruitment, staff training, and capacity
building.
B. Financial Management: Manages budgeting, expense tracking, and financial
forecasting.
C. Investment and Subsidiary Management: Oversees the bank’s investment
portfolio, including shares, bonds, and properties.
D. Facilities Management: Ensures proper maintenance of physical infrastructure
and equipment.
E. Strategic Planning and Transformation: Designs long-term strategic roadmaps
for the bank.
F. Legal Services: Provides legal advisory to management and other departments.
9. Technology Department
 Manages core banking systems and daily IT support.
 Oversees IT-related projects and system upgrades.
 Ensures cybersecurity, data protection, and access control.
10. Interest-Free Banking
 Provides Sharia-compliant financial products.
 Ensures services align with Islamic banking principles.
 Expands financial inclusion for communities preferring interest-free services.

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Figure 1.1

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Chapter Two: Internship Experience
2.1 Internship Placement and Role
2.1.1 Section of Placement and Reason for Assignment
During my two-month internship at the Commercial Bank of Ethiopia (CBE), Woldia Branch, I
was assigned to the Information and Communication Technology (ICT) Department. In some
organizations this is also referred to as the IT Department, and it primarily focuses on computer
networking, systems administration, and hardware/software maintenance.

This department plays a critical role in ensuring the smooth functioning of the bank’s digital
services and internal IT infrastructure. It provides networking, hardware maintenance, software
installation, and acts as a bridge between the organization telecommunications providers
whenever there are internet or connectivity issues.

2.1.2 Work Tasks Executed

Throughout the internship, my work mainly revolved around:

 Networking installation and maintenance

 Computer maintenance
 Printer maintenance

Each of these areas required specific tools, devices, and systematic approaches, which are
described below.

2.2 Engineering Methods, Tools, and Techniques Used

2.2.1 Networking Installation and Maintenance
Networking was one of my daily activities. I participated in both the installation of new
connections and the maintenance of existing ones. Some of the common networking issues I
handled included:

1. Crimping new network nodes for new users.

2. Repairing cut cables.
3. Fixing unplugged or loosely connected nodes.
4. Testing cables and ensuring continuity using diagnostic tools.

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Tools I used for networking included:

1. Crimper
2. Wire Stripper
3. Cable Tester & Wire Map
4. Puncher Tool
5. Screwdrivers
6. Hack Saw
7. Rubber Mallet
8. Drill Machine
9. Combination Pliers & Diagonal Pliers

1. Crimper – used to attach RJ45 connectors to the ends of UTP cables.

Figure 2.1
2. Wire Stripper – used to remove the protective outer insulation from electrical wires
without damaging the inner conductors.

Figure 2.2
3. Cable Tester & Wire Map – essential tool for testing the quality and correctness of
cable connections.

Figure 2.3

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4. Puncher Tool – used to insert and secure wires into patch panels and wall sockets.

Figure 2.4
5. Screwdrivers – for opening and fixing network boxes and panels.

Figure 2.5
6. Hack Saw – used for cutting plastic network trunks.

Figure 2.6
7. Rubber Mallet – used to gently tap and secure network trunks without causing
damage.

Figure 2.7

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 8. Drill Machine – used to create holes in walls, floors, or ceilings for routing network
cables.

Figure 2.8
9. Combination Pliers & Diagonal Pliers – for bending, gripping, and cutting wires.

Figure 2.9 Figure 2.10

Devices and components used included:

1. Switches
2. Patch Panel
3. Rack
4. UTP Cables
5. RJ45 Connectors
6. Media Converters
7. Network Trunking
1. Switches – to connect multiple computers within the local area network (LAN).

Figure 2.11

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 2. Patch Panel – to organize and terminate network cables.

Figure 2.12
3. Rack – used to organize and securely mount servers, switches, patch panels, and other
networking equipment.

Figure 2.13
4. UTP Cables – standard cables used for LAN connections.

Figure 2.14

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 5. RJ45 Connectors – connectors used to terminate UTP cables.

Figure 2.15
6. Media Converters – to convert signals between fiber optic and Ethernet.

Figure 2.16
7. Network Trunking – plastic casing used to protect and organize cables.

Figure 2.17
2.2.2 Computer Maintenance
The ICT Department at CBE has a dedicated maintenance room where employees bring in faulty
devices. I assisted in diagnosing and repairing desktop and laptop computers for different offices
within the Woldia Branch.

Tools I used for computer maintenance included:

 Screwdrivers – to open system units and replace components.

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  Long-nose Pliers – for handling small internal components and connectors.

Figure 2.18
 Wrench – for tightening loose screws and fixing hardware parts.

Figure 2.19
Software Tools:

Driver Pack Solution – an automated tool used to detect and install missing drivers.

Operating Systems – I installed Windows 10 and 11 using bootable USB drives and command-
line utilities.

Typical computer problems I solved included:

 Power button not working due to dust accumulation.

 Loose VGA and power cables.
 RAM failures causing boot problems.
 Operating system crashes and driver issues.
 Slow performance due to outdated software or viruses.

Solutions applied:

 Cleaning dust from system units.

 Correctly reconnecting VGA and power cables.
 Replacing faulty RAM and VGA cables.
 Installing or reinstalling Windows operating systems.
 Installing necessary drivers and utility software.

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2.2.3 Printer Maintenance
Printers and photocopiers are heavily used in bank operations for receipts, reports, and
customer documents. I participated in diagnosing and repairing common issues such as:

 Toner problems (low toner or misaligned cartridges).

 Paper jams and scratching issues.
 Fuser unit failures (causing smudged or faint prints).
 Mechanical faults (rollers, gears).

2.3 Challenges and Problems Faced

During the internship, I faced several challenges, including:

 Limited diagnostic experience – at times I could not immediately identify the cause of
computer malfunctions, leading to delays.
 Hardware shortages – replacement parts such as RAM or VGA cables were sometimes
unavailable.
 Time constraints – balancing multiple maintenance requests at once was difficult.
 Network instability – sudden connection failures often required contacting telecom
providers.
 Lack of prior experience with printers and copiers – troubleshooting mechanical
problems was confusing.

2.4 Proposed Measures to Overcome Challenges

During my internship, I encountered several technical and non-technical challenges. To address
these, I identified and proposed the following measures:

 Improving Diagnostic Skills: Since I initially struggled to identify hardware and software
problems quickly, I practiced using diagnostic tools more frequently, reviewed
troubleshooting guides, and consulted experienced ICT staff to strengthen my problem-
solving ability.
 Minimizing Hardware Shortages: To overcome the issue of limited spare parts such as
RAM, VGA cables, and toner cartridges, I recommended maintaining a small inventory of
frequently used components at the branch level. This would reduce service interruptions
and waiting times.
 Time Management: When facing multiple maintenance requests at once, I learned to
prioritize tasks based on urgency (e.g., fixing teller machines or network issues first). I
also suggested the use of a simple request-tracking system to organize work efficiently.

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  Network Instability: Since network disruptions often required contacting external
telecom providers, I advised documenting common network failure symptoms and their
possible causes. This would help ICT staff quickly identify whether the problem was
internal (e.g., cable cut, loose connection) or external (telecom-related).
 Printer Maintenance Knowledge Gap: To address my limited prior experience with
printers and copiers, I requested additional demonstrations from ICT staff, reviewed
printer manuals, and practiced step-by-step disassembly and reassembly under
supervision.

By applying these measures, I was able to gradually improve my performance and provide more
effective support during my internship.

2.5 Skills and Knowledge Gained

The internship at the Commercial Bank of Ethiopia, Woldia Branch, provided me with a valuable
opportunity to strengthen both technical and soft skills. The following are the key skills and
knowledge I gained.

2.5.1 Practical Skills Improvement

 Gained hands-on experience in crimping cables, configuring network switches, and
installing access points.
 Learned how to diagnose and repair computer hardware components such as RAM,
power supplies, and VGA cables.
 Practiced software installation, driver updates, and virus removal.
 Assisted in troubleshooting and repairing heavily used printers and copiers.

2.5.2 Theoretical Knowledge Enhancement

 Enhanced my understanding of computer networking principles, including structured
cabling and signal continuity.
 Strengthened my knowledge of operating system installation, driver management, and
computer security basics.
 Learned the standard IT maintenance procedures used in financial institutions.

2.5.3 Teamwork Skills Development

 Worked closely with ICT staff in diagnosing and solving problems collaboratively.
 Learned to clearly explain technical issues to non-technical staff in simple terms.
 Understood the importance of respecting team roles and responsibilities to achieve
common goals.

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2.5.4 Leadership Skills Development
 Took initiative in guiding junior trainees in simple tasks such as cable crimping and
system cleaning.
 Assumed responsibility for assigned tasks and ensured they were completed on time.
 Learned how to manage small-scale technical tasks independently when staff were busy.

2.5.5 Understanding Work Ethics & Industrial Psychology

 Developed punctuality, responsibility, and professionalism in a workplace setting.
 Learned the importance of confidentiality when handling sensitive bank data and
systems.
 Understood the role of customer service, patience, and discipline in maintaining trust in
a financial institution.

2.5.6 Entrepreneurship Skills Improvement

 Gained awareness of how ICT maintenance can be developed into business
opportunities such as computer repair, networking services, and printer servicing.
 Understood the importance of quality service delivery and customer satisfaction in
sustaining a business.

2.5.7 Interpersonal Communication Skills Improvement

 Improved my ability to interact with employees from different departments.
 Learned to ask questions effectively and provide clear explanations when solving
technical issues.
 Strengthened confidence in both verbal and written communication within a
professional environment.

2.6 Recommendations and Conclusion on Internship Experience

Overall, my internship in the ICT Department of the Commercial Bank of Ethiopia, Woldia
Branch, was an invaluable experience. I acquired both technical expertise and soft skills, which
will serve as a foundation for my professional career. The exposure to real-world problems and
solutions helped me bridge the gap between classroom knowledge and practical application.

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Chapter Three: Project Work on Selected Problem
3.1 Project Summary

Figure 3.1
As part of my internship in the ICT Department of the Commercial Bank of Ethiopia (CBE),
Woldia Branch, I developed a desktop-based Troubleshooting Application. The application was
designed and implemented using Java as the programming language and JavaFX for its graphical
user interface (GUI), with Maven for dependency management.

The application serves as a comprehensive troubleshooting guide for common ICT problems
that employees frequently face in their daily activities. It contains 58 categorized problems,
organized into seven categories:

 Hardware Issues
 Software Problems
 Network and Connectivity Errors
 Security-Related Issues
 Storage and File Management Problems
 Peripheral and External Device Issues
 Updates and Configuration Errors

For each problem, the software provides both possible causes and step-by-step troubleshooting
solutions.

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System Features
The system is designed with user-friendly features, including:

1. Search Bar – to quickly find problems by typing keywords.

2. Category Filter – to refine results by hardware, software, network, etc.

3. Zoom In/Out – to improve readability of text in PDF troubleshooting guides.

4. Print PDF – to directly print troubleshooting steps.

5. Export Current PDF – to save a specific troubleshooting guide as a PDF file with the same
name as the problem’s title.

6. About Page – to display information about the application and its developer.

7. Offline Installer – packaged as an executable file, allowing staff to install and use the software
without internet access.

The application addresses a major gap within the bank. Technical problems such as network
disconnections, system crashes, or printer errors often disrupted operations and consumed
valuable IT staff time. By providing employees with a structured self-help guide, the app reduces
downtime, enhances productivity, and ensures immediate solutions without requiring
continuous ICT department intervention.

3.2 Problem Statement & Justification

During my internship, I observed that many staff members struggled with recurring technical
problems such as computer malfunctions, printer issues, or software crashes. These problems
often required IT department intervention, even though some of them were relatively minor.

 Problem: Employees lacked a quick reference tool to identify causes and apply solutions
for common ICT issues.
 Impact: This dependency on ICT staff caused delays in service delivery, wasted employee
time, and reduced IT department efficiency.
 Justification:
 Providing a standalone troubleshooting application allows employees to solve
routine problems independently.
 Offline accessibility ensures reliability even in low-connectivity areas, which is
significant in Ethiopia where internet coverage is inconsistent.
 Reducing repetitive workload for ICT staff enables them to focus on more critical
technical tasks.

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3.3 Objectives of the Project
General Objective:

To design and implement a desktop troubleshooting application that provides employees with
quick and reliable solutions to common ICT problems.

Specific Objectives:

 To classify common ICT problems into seven categories for easy navigation.
 To provide step-by-step causes and solutions for each problem.
 To develop a search bar for quick access to specific problems.
 To incorporate zoom in/out features for user readability.
 To enable printing and exporting of troubleshooting steps in PDF format.
 To design a user-friendly GUI using JavaFX.
 To package the software as an offline executable installer.

3.4 Methodology
The project was developed using a structured software development life cycle (SDLC) approach:

Requirement Analysis
 Conducted discussions with ICT staff at Woldia Branch.
 Identified 58 frequently recurring problems.
 Grouped problems into 7 categories for better organization.

Tools and Technologies

 Programming Language: Java (platform-independent, widely used).
 Framework: JavaFX (for GUI design and scene management).
 Libraries:
o Apache PDFBox – to render, export, and print troubleshooting PDFs.
o Jackson Databind – to parse and manage `[Link]`.
 Data Management: Problems stored in structured JSON format.
 Development Environment: Eclipse IDE with Maven.

System Design
 Architecture: Standalone desktop application with modular components.
 Modules:
1. Problem Database Module – loads categorized problems from `[Link]`.
2. Search & Filter Module – keyword-based retrieval and category filtering.

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 3. PDF Viewer Module – displays troubleshooting steps in embedded PDF format.
4. Utility Module – handles zoom in/out functionality.
5. Export/Print Module – generates and prints PDF files.
6. About Module – displays system information and credits.
 User Interface Design:
o Left Panel: search bar, category filter, problem list.
o Right Panel: PDF viewer with zoom, export, and print functions.
o Bottom Controls: action buttons (Print, Export, Zoom In, Zoom Out, About).

Development Process
 Implemented modular coding in Java.
 Designed the GUI with JavaFX layouts.
 Integrated search and filter functionality with the problem database.
 Used PDFBox for PDF rendering
 Implemented export and print features with proper error handling.
 Packaged the project with Maven to ensure dependencies are included.
 Created an offline installer to distribute the application.

Testing
 Unit Testing: Verified individual features (search, export, print).
 Integration Testing: Ensured smooth interaction between modules.
 Usability Testing: Demonstrated to ICT staff and gathered feedback.
 Deployment Testing: Installed on multiple PCs at CBE Woldia Branch to confirm offline
functionality.

Deployment
 Packaged application as an installer.
 Installed and tested on several computers.
 Verified offline functionality and user-friendliness.

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3.5 Analysis, Results, and Discussion
 Problem Categories
 The application organizes 58 common ICT problems into seven major categories:
 Hardware Problems: power issues, RAM/VGA failures, overheating.
 Software Problems: OS corruption, application crashes, missing drivers.
 Network and Connectivity: cable cuts, unplugged nodes, switch failures.
 Security Issues: password errors, malware infections.
 Storage and File Problems: corrupted files, insufficient disk space.
 Peripheral Devices: printer jams, mouse/keyboard not working, scanner errors.
 Updates and Configuration: failed OS updates, misconfigured software.

 Each problem is placed within its respective category to ensure logical grouping and
ease of navigation.
 Benefit: Categorization provides structure, helping employees browse problems
systematically and recognize patterns in recurring issues. It also improves the user’s
learning curve by offering a clear and intuitive layout.

Figure 3.2

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 Search Bar
 The Search feature provides keyword-based retrieval of problems. Users can type in
specific terms (e.g., “password,” “printer,” “network”) and instantly find relevant
troubleshooting guides.
 Combined with the category filter, it ensures highly accurate and efficient navigation
through the 58 documented problems.
 Benefit: This saves significant time, prevents frustration from manually scrolling, and
helps staff quickly identify solutions—minimizing downtime during service
interruptions.

Figure 3.3

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 Zoom In/Out
 The integrated zoom function enables users to enlarge or shrink the displayed
troubleshooting guide.
 This ensures readability for employees with visual impairments or when working on
screens with varying resolutions.
 Benefit: By improving accessibility, the feature ensures inclusivity and helps users
comfortably interact with the content without straining their eyes.

Figure 3.4

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 Print to PDF
 The Print function integrates with the system’s printer, enabling staff to produce a
hard copy of the troubleshooting guide instantly.
 Printed guides can be kept near workstations, attached to devices (e.g., printers,
routers), or used in training sessions for new staff.
 Benefit: Having physical guides reduces screen dependency, speeds up problem-
solving during urgent situations, and ensures that even employees with limited
digital skills can access solutions.

Figure 3.5

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 Export to PDF
 The Export function allows users to save the currently viewed troubleshooting guide as a
PDF file directly to their computer.
 Each exported file is automatically named after the problem’s title, ensuring easy
identification and retrieval later.
 Benefit: Employees can archive troubleshooting steps for future reference, share them
with colleagues, or keep a digital library of frequently used solutions. This promotes
knowledge transfer and consistency across the branch.

Figure 3.6

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 About Page
 The About section provides details about the application, including its purpose,
features, and developer credits.
 This transparency helps users understand the scope of the tool and builds trust by
acknowledging its origin.
 Benefit: Beyond serving an informational role, this page also contributes to user
confidence and accountability in software use.

Figure 3.7

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 PDF Viewer
 A built-in PDF rendering component displays troubleshooting steps in a clear,
structured format.
 Users can navigate through content seamlessly without needing an external PDF
reader.
 Benefit: This integrated viewer ensures convenience, as all problem-solving
resources remain within a single application interface, making the workflow
smoother and reducing dependency on third-party tools.

Figure 3.8
 Offline Installer
 The application is packaged as an executable installer that can be installed and run
without requiring an internet connection.
 Once installed, all resources including the problem database and troubleshooting
guides are fully available offline.
 Benefit: This feature is particularly valuable in areas with unreliable internet
connectivity, ensuring that staff can access critical troubleshooting solutions
anytime. It also enhances deployment across multiple branches without the need for
online setup.

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Results
 Successfully implemented 58 problems across 7 categories.
 Users could navigate and find solutions easily.
 Printing and exporting troubleshooting steps improved usability.
 Offline installation ensured independence from internet availability.

The project intended to achieve its goal by reducing dependency on ICT staff for minor
problems. Employees gained independence and confidence in solving issues themselves. The
system also acts as a training tool for new employees.

3.6 Proposed Solution

The completed software itself is the proposed solution to the identified challenge of recurring
ICT problems.

Strengths:
 Simple interface, accessible to all employees.
 Step-by-step troubleshooting guides.
 Strong offline usability.

Proposed Future Improvements:

 Multi-language support (Amharic, Afaan Oromo, Tigrigna).
 Integration with the bank’s intranet for central access.
 Adding multimedia (images, video tutorials).
 Mobile version for staff to use on smartphones.

3.7 Conclusion and Recommendations

Conclusion:
The Troubleshooting Application successfully demonstrated how software tools can enhance
productivity in large organizations like CBE. With Java and JavaFX, the project achieved
portability, interactivity, and user-friendliness.

Recommendations:
 CBE should adopt and distribute the application across all branches.
 Update the app regularly to include new problems.
 Train employees briefly on how to use the tool.
 Explore integration with CBE’s intranet or cloud infrastructure.

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Chapter Four: General Conclusion and Recommendations
4.1 General Conclusion
My two-month internship at the Commercial Bank of Ethiopia (CBE), Woldia Branch, provided
me with valuable professional exposure, technical training, and personal development. Working
in the ICT Department allowed me to actively participate in tasks related to computer
networking, hardware maintenance, software installation, and printer troubleshooting.

Through this experience, I was able to bridge the gap between classroom theory and real-world
application. I acquired practical skills in network installation and testing, computer
hardware/software diagnostics, and peripheral device maintenance. Additionally, I learned to
work with specialized ICT tools and gained familiarity with standard IT workflows in a financial
institution.

The internship also provided insights into workplace values such as discipline, teamwork,
responsibility, and time management. Observing the professional environment at CBE improved
my understanding of work ethics, customer service, and the importance of ICT in maintaining
organizational efficiency.

The project I developed — a Java and JavaFX-based Troubleshooting Application — added a

strong dimension to my internship. By creating a software tool capable of addressing 58
categorized ICT problems, I was able to contribute a practical solution to a real challenge
observed during my placement: recurring technical issues consuming both staff and IT
resources.

Overall, my internship journey at CBE has been transformative. It helped me improve not only
my technical and problem-solving skills but also my soft skills, such as communication,
leadership, and adaptability.

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4.2 General Recommendations
Based on my observations and experiences during the internship, I would like to forward the
following recommendations:

A. Recommendations to the Hosting Organization (CBE – Woldia Branch)

 Adoption of Troubleshooting Software: The bank should consider officially adopting the
troubleshooting application across branches. This would reduce IT workload and
increase employee efficiency.
 Regular ICT Training for Employees: Organize short training sessions for non-technical
staff to handle minor issues such as printer maintenance, simple network errors, or
software updates.
 Improved Spare Parts Supply: Ensure the availability of basic replacement components
(RAM, cables, toner, etc.) to avoid delays caused by hardware shortages.
 Documentation of Procedures: Develop and maintain an internal troubleshooting
manual (digital or printed) to complement the software.
 Strengthening Local ICT Infrastructure: Upgrade existing equipment and network
systems to meet the growing demand for digital banking services.

B. Recommendations to Future Interns

 Be Active and Inquisitive: Take every opportunity to ask questions and learn from
experienced staff.
 Balance Theory with Practice: Apply classroom knowledge to real tasks, but also learn
practical skills that cannot be fully taught in lectures.
 Work on a Project: Developing a project, even a small one, adds great value to the
internship experience and creates tangible output.
 Team Collaboration: Respect teamwork and contribute actively; collaboration is essential
in ICT tasks.
 Focus on Ethics and Responsibility: Maintain professionalism, punctuality, and respect
for organizational rules.

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4.3 References
[Link]

The History of the Commercial Bank of Ethiopia by Kassahun Abebaw

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4.4 Appendices
Appendix A: Sample Code Snippets
This appendix presents selected portions of the Java source code used in the development of
the Troubleshooting Application.

A.1 Problem Class (Data Model)

public static class Problem {

public String title;

public String pdf;

public String category;

public File getPdfFile() {

try {

var resource = [Link]().getResource(pdf);

if (resource == null) return null;

File temp = [Link]("pdf_resource_", ".pdf");

[Link]();

try (var in = [Link]();

var out = new [Link](temp)) {

[Link](out);

return temp;

} catch (Exception e) {

[Link]();

return null;

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 }

@Override

public String toString() { return title; }

A.2 Search Filter Function

private void applyFilters(FilteredList<Problem> filteredProblems, String searchText, String

category) {

String filter = searchText == null ? "" : [Link]();

[Link](problem ->

[Link]().contains(filter) &&

([Link]("All") ||

([Link] != null && [Link](category)))

);

Appendix B: Sample `[Link]` Structure

The application uses a JSON file (`[Link]`) to store categorized problems and their
corresponding troubleshooting guides.

"Hardware": [

"title": "Computer not turning on",

"pdf": "pdfs/hardware_not_powering.pdf"

},

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 {

"title": "Overheating issue",

"pdf": "pdfs/overheating_solution.pdf"

],

"Software": [

"title": "Application crash on startup",

"pdf": "pdfs/software_crash_solution.pdf"

Appendix C: Installation Guide

1. Run the installer package (`[Link]`).
2. Follow the on-screen instructions to complete installation.
3. Launch the application from the desktop or start menu.
4. Use the Search Bar or Categories to locate problems.
5. View troubleshooting steps in the built-in PDF Viewer.
6. Use Zoom, Print, or Export options as needed.

Appendix D: Testing Summary

 Unit Testing: Verified search, zoom, print, and export functions.
 System Testing: Checked integration of problem database and PDF rendering.
 Usability Testing: Feedback from ICT staff at Woldia Branch indicated high user-
friendliness.
 Deployment Testing: Installed on multiple PCs and confirmed offline usability.

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36