Mukhtar Ahmad

Carrollton, TX - *****

Summary

●Obtained over 10+ years’ experience in all aspects of IT Help Desk support

●Experience in performing desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications

●Worked with Microsoft products, including Windows OS, Outlook, Word, SharePoint & PowerPoint

●Resolve all Windows and Microsoft Office 365, Mac OS for end-users Create and resolve tickets with Service Now ticketing system

●Provided field support, maintenance, repair, installation and upgrades to desktops, PC, laptops. Break/fix troubleshooting experience to enterprise-level servers, storage subsystems, motherboards hard drives, power supplies.

●Assist with maintenance and administration of Windows Servers, SQL, Exchange servers and software applications.

Education

●MS, Computer Science, Howard University, Washington DC,

●BS, Biology, Howard University, Washington, DC

●Cyber Advantage, Montgomery College, Takoma Park, MD

Certifications

(All Certifications Are Current)

●CCENT (Cisco Certified Entry Network Technician)

●Security+

●Network+

Skills

●Programming Languages - PHP, Java, HTML/CSS, JavaScript (jQuery)

●Software/Databases - MS Office 2000, 2003, 2004, XP, 2007, 2010, 2013, MS Word, MS Excel, MS Access, MS PowerPoint, MS Outlook, Service Now, QuickBooks, SQL (Oracle, MySQL), Microsoft SharePoint, Active Directory, Azure, MS Office 2016 and Office 365, Visio

●Operating Systems - Windows 7, Windows 10, Vista, 2000, XP, Vista, Mac OS X

●Antivirus/spyware/malware - Service Now Ticketing Application

●Hardware - PC Anywhere, AS/400, Printer, Blackberry

●Networking - Cisco, VPN, Network, Help Desk Support

Experience

OPTUM RX (UHG) OCT 2023 - Present

Systems Analyst

●Proficient in monitoring MongoDB error logs to identify and resolve active issues promptly.

●Skilled in analyzing Kubernetes clusters to detect aberrant pods, monitor run statuses, and manage restart counts for optimal performance.

●Experienced in configuring and monitoring Splunk dashboards and logs to ensure system reliability and security.

●Proficient in monitoring Azure dead letter queues to ensure seamless message processing and system stability.

●Experienced in conducting regular checks for unbalanced CLT events in Cognos reports to maintain data accuracy and integrity.

●Skilled in systematically checking production intake reports to identify and rectify missing claims for streamlined workflow processes.

●Proficient in utilizing Zabbix to monitor system health and performance, including checking views for Zabbix monitors.

●Experienced in monitoring Tenncare systems for file upload emails to ensure timely data processing and integrity.

●Proficient in utilizing Grafana to monitor Kafka message backup in Kafka queues, resource usage, disk space, and CPU usage for UI servers.

●Skilled in running out-of-balance scripts in Toad to verify system accuracy and functionality.

●Experienced in retransmitting failed CLT events using JMeter to maintain data consistency and integrity.

●Proficient in disabling non-functional TWS jobs to optimize system resources and performance.

●Skilled in monitoring Venafi for expiring certificates to ensure continuous system security and compliance.

●Experienced in supporting production server maintenance activities to ensure high availability and reliability of services.

●Proficient in monitoring and managing server instances through Jenkins for efficient deployment and maintenance.

●Experienced in updating server information through CI Central for accurate and up-to-date system documentation.

●Skilled in deploying and removing server instances through SSDS scheduler for efficient resource management.

●Proficient in suspending Zabbix alerts for planned outages using Interlink Maintenance Manager to minimize false alerts.

●Experienced in creating and updating knowledge articles to document troubleshooting procedures and best practices.

●Skilled in setting up alerts in Grafana, Splunk, and Zabbix to proactively monitor system health and performance.

Fast Retailing LLC (Contract) July 2023 - OCT 2023

Help Desk Support

●Provided expert technical support for end-users, in troubleshooting Office 365 applications and services.

●Provided expert expert technical support to end-users in troubleshooting and resolving printers and printing-related issues

●Provided expert expert technical support to end-users in troubleshooting and resolving desktop application-related issues

●Provided expert technical support to end-users in troubleshooting and resolving Windows operating system-related issues.

●Provided support to users, with the setup and troubleshooting of VPN connections, for remote access to organizational systems and data.

●Proficient in troubleshooting and resolving email-related challenges within Office 365.

●Proficient in diagnosing, troubleshooting, and configuration of various mobile devices

●Collaborated with the IT team to diagnose network and system issues, and promptly reported them to the server or networking team to ensure timely resolution.

●Demonstrated expertise in problem detection, actively recognizing network and system issues, and effectively communicating findings to the server or networking team for swift troubleshooting and resolution.

●Proficient in Windows 10 deployment and management, including configuration, software installation, and troubleshooting, ensuring a seamless user experience for a diverse workforce.

●Led Windows 11 migration project for a company of 500+ users, coordinating the upgrade process, user training, and ensuring minimal disruption to daily operations.

●Successfully streamlined IT operations by designing and implementing Group Policy Objects (GPOs) that optimized system performance, reduced downtime, and enhanced user productivity.

●Proficient in creating, configuring, and maintaining Group Policies in a Windows Server environment, ensuring standardized security settings, software deployments, and user access controls for a network.

●Conducted regular audits and enforced security policies in Azure AD, reducing security vulnerabilities and ensuring compliance with industry standards.

URAC, Washington, DC Mar 2017 - May 2023

Help Desk Support

●Provide Helpdesk coverage, troubleshooting, and end user support.

●Support software and system testing during development and installation.

●Management and creation of virtual desktop machines.

●Expert level knowledge of Microsoft Office 2013, in terms of installation and configuration.

●Troubleshooting technical issues, issue tickets and escalate problems.

●Perform hands-on technical upgrades and deployments.

●Worked with Service Now for ticketing

●Troubleshoot for Ad-hoc IT support issues, network, and Office 365 admin

●Write scripts that perform system tasks and change configurations.

●Led a high-performing IT team of 7 members, providing strategic direction, guidance, and oversight to achieve departmental goals and ensure the successful implementation of IT initiatives.

●Demonstrated expertise in SharePoint administration, including site creation, customization, and user permissions management, to facilitate efficient collaboration and document management within organizations.

●Served as a subject matter expert, guiding and supporting the successful migration of users' sites from SharePoint on premise to SharePoint online, ensuring seamless transition and optimal utilization of cloud-based collaboration capabilities.

●Research new technologies and make recommendations.

●Basic PC, printer, and networking troubleshooting skills.

●Experience working with MAC 2016 and Office 365.

●Application support for issues with Office 2016 and Office 365.

●Mobile Device troubleshooting experience: iPhone, iPads, Android, and Windows devices.

●Adobe Creative Suite for MAC.

●Proficient in administering and troubleshooting Linux-based servers, including CentOS and Ubuntu, with expertise in shell scripting for automation tasks

●Managed a team responsible for maintaining a secure Linux infrastructure, overseeing system upgrades, and implementing robust backup and recovery solutions

●Assisted in the creation and maintenance of migration documentation and video tutorials, providing comprehensive technical writing support to ensure clear and concise instructions for seamless transitions.

●Provided In person Desktop support including network connectivity issues and Hardware setup within team dept.

●Create & Complete tickets on Service Now.

●Assisted end user issues with Citrix, Desktop, Mobile (IOS and Android)

●Basic Knowledge of Apple Remote Desktop, iOS device configure.

●Proficient in Windows 10 deployment and management, including configuration, software installation, and troubleshooting, ensuring a seamless user experience for a diverse workforce.

●Led Windows 10 migration project for a company of 500+ users, coordinating the upgrade process, user training, and ensuring minimal disruption to daily operations.

●Collaborated closely with stakeholders across departments to align IT strategies with organizational objectives, contributing to the successful integration of technology solutions that positively impacted the business.

Presidential Towers, MD Apr 2016 - Jan 2017

Help Desk Support

●Provide Helpdesk coverage, troubleshooting, and end user support.

●Provide Desk Salesforce, and Desk.Com ticket support and documentation.

●Support software and system testing during development and installation.

●Assist with maintenance and administration of Windows Servers, SQL, Exchange servers and software applications.

●Performed client-side validation using JavaScript and Ajax.

●Applied client-side validations using JavaScript and JQuery.

●Spearheaded major IT projects, including migrating to Windows 10, resulting in streamlined processes, cost savings, and improved operational efficiency.

●Drove IT infrastructure development and maintenance, ensuring system stability and security through proactive risk management, regular updates, and adherence to industry best practices.

●Used AngularJS MVC framework, JavaScript, HTML, and CSS for front end web designing.

●Management and creation of virtual desktop machines.

●Expert level knowledge of Microsoft Office 2013, in terms of installation and configuration.

●Extracting and manipulating raw data from 20+ sources.

●Helped develop a new Excel based compliance tracker tool.

●Built an Excel user interface to assistance in data collection and metrics.

●Transforming data using SQL to provide actionable insights for consulting team.

●Creating and delivering new content for 14 Headlight client websites.

●Developing Headlights proprietary data management system.

●Troubleshoot for Ad-hoc IT support issues, network, Office 365 admin

●Adapts and utilizes existing hardware and software knowledge in a dynamically changing environment.

●Coordinating with remote team to create Tableau dashboards and data maps.

●Designed and implemented various market data services and trading applications for new Capital Markets trading floor. Deployment encompassed market data services: Brass/UMA, Reuters Plus, Instinet, Bloomberg, Nasdaq Workstation, and several on-line services.

●Managed client database for easy and up-to-date access by my team.

●Designed a training manual for future Client Associates.

●Aided in the transition from Exchange to Office 365.

●Added and removed users with active directory.

●Diagnosed and resolved a range of software, hardware, and connectivity issues

●Provided support for offsite users, via Team viewer remote.

●Evaluate and complete installations, where appropriate, user requests for new or modified programs.

●Deployed and imaged both new and used PC’s via Windows Deployment Services (WDS).

●Created software images utilizing Windows Deployment Services.

●Imaged new PCs and laptops; re-imaged and backed up data on Lenovo laptops.

●Perform workstation and server backup and recovery.

●Logs all customer inquiries and issues in Service Now and tracks them until resolution and incident closure.

●Maintain software-testing environment for new security patches, Windows updates, etc.

●Basic UNIX commands and HTML coding skills.

●Provide daily Level 2 support for various infrastructure / desktop support systems.

●Provide Level 2&3 tech support services to internal and external users of the organization.

●Support and provide administrative and maintenance services to URAC’s internal Case Management application (AccreditNet®), which is developed using Microsoft .Net and Windows technologies.

●Support configuration and integration of Salesforce application and its add-on functions/modules such as Spring CM, Jitterbit and other related tools.

●Create & Complete tickets on Service Now.

●Assess, coordinate and communicate impact of changes between multiple integrated systems (e.g. Microsoft Dynamics, Salesforce.com, and SharePoint).

●Troubleshooting technical issues, issue tickets, assign priority, and escalate problems when necessary.

●Interpersonal and communication skills necessary to answer technical questions in non-technical terms and troubleshoot problems for various levels of end users.

●Follow/implement software programming concepts and project management process (SDLC).

●Installation of software, setup, configuration, and maintenance of user devices.

●Coordinate with vendors and service providers to implement periodic system maintenance and updates and ensure systems adhere to internal and external (industry) compliance.

●Implemented and managed Azure AD, ensuring seamless integration with on-premises Active Directory, single sign-on (SSO), and multi-factor authentication (MFA) for the organization.

●Demonstrated expertise in Microsoft Azure cloud services, including virtual machines, Azure SQL databases, and Azure Active Directory, to design and implement scalable and cost-effective cloud solutions.

●Led the migration of on-premises infrastructure to Azure, optimizing resource allocation and reducing operational costs by 20% through efficient utilization of Azure Virtual Machines and Azure Functions.

●Conducted regular audits and enforced security policies in Azure AD, reducing security vulnerabilities and ensuring compliance with industry standards.

Protocall Communications, Laurel, MD Aug 2015 - Apr 2016

Help Desk Support

●Provide Helpdesk coverage, troubleshooting, and end user support.

●Support software and system testing during development and installation.

●Assist with maintenance and administration of Windows Servers, SQL, Exchange servers and software applications.

●Management and creation of virtual desktop machines.

●Maintain desktop images using Imaging software.

●Expert level knowledge of Microsoft Office 2013.

●Evaluate and complete installations, where appropriate, user requests for new or modified programs.

●Perform workstation and server backup and recovery.

●Assist with yearly IT equipment budget providing Director of IT a listing of assets, years of life and condition of equipment.

●Diagnosed and resolved a range of software, hardware, and connectivity issues

●Lead training classes and provide training materials on IT Software & Hardware.

●T-SQL programming on SQL Server 2012 and SQL Server 2014.

●SSIS programming for data migration from legacy application to new application.

●SSIS programming using API web services.

●New database schema for new application.

●Agile methodology using Rally.

●Testing and working with ITO and UAT testers.

●SQL server profiler traces for troubleshooting and optimization.

●Created detailed SSIS packages for use in daily ETL processes.

●Created and scheduled jobs, created maintenance plans, linked servers.

●Stored procedure management and creation and documentation.

●Program SSIS packages for backup, data feeds.

●Application support for issues with Office 2016 and Office 365.

●Data Mapping from many platforms to MS SQL server.

●Manage and improve index performance.

●Created incident tickets using Service Now for issues reported via email and phone.

●Create and maintain many backup solutions via RedGate and T-SQL.

●Performance monitoring and query optimization.

●Restore databases from nightly backups to reporting servers using T-SQL and SSIS.

Protocall Communications, Laurel, MD Feb 2014 - Mar 2015

IT/Help Desk Analyst

●Served as project lead on various system upgrades and maintenance.

●Perform hands-on technical upgrades and deployments.

●Write scripts that perform system tasks and change configurations.

●Research new technologies and make recommendations.

●Basic PC, printer, and networking troubleshooting skills.

●Develop, document and train others on IT systems and best practice procedures.

●Analyze business and IT processes, technologies and applications.

●Maintain software-testing environment for new security patches, Windows updates, etc.

●Basic UNIX commands and HTML coding skills.

●Provide daily Level 2 support for various infrastructure / desktop support systems.

●Travel to other jobsites for network setup and configuration, or maintenance.

●Executed day-to-day protective service for designated client’s movement, at venues and at residences.

●Database administration to include installation, configuration, performance tuning, SQL job maintenance and SSIS package deployment.

●In charge of our grabbing new tickets coming in the que, using Service Now, and working them until completion

●Migration 15 to 20 servers from SQL 2008 R2 to SQL 2012 in Development and Production to include logins, user accounts, SQL jobs and packages.

●Create database maintenance jobs to work only where needed. As an example rebuild/reorg an index based on fragmentation levels.

●Create benchmarks and ongoing data captures to track longest running stored procedures and go through execution plans to find ways to improve coding or indexing for a faster run.

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