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Desktop Support Software

Saint Paul, Minnesota, 55125, United States
April 25, 2018

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Ardavan Adam Ashrafi, BA, CAPM, A+, MCP, ITIL

Woodbury, MN 651-***-****


Experienced IT technical support specialist helping businesses and customers succeed by seeking process improvements and finding innovative problem resolutions.

Core Competencies

Desktop Support

Project Coordination


Office 2007-365

Windows 7-10




Process Improvement


Active Directory

Adobe Cloud




Asset Recovery

Employment History

Metropolitan Council, St. Paul, MN

IT Specialist II 2000-2017

Technical Support:

Desktop support lead for our 500-person Administration building

Desktop support for 50 other offices either on-site or via remote connection through Landesk or Dameware

Finding solutions to complex software and hardware issues through research and networking

Found, suggested and implemented continual process improvements

Reviewed and processed Information Technology Requests (ITRs) for computers and software purchases

Procurement management from request, to approval, to purchase order, to receiving and deployment

Wrote technology recommendations and proposals for system improvements

Inventory management of all IT assets and equipment recycling coordinator

Worked with the Refresh team to track and replace workstations in a 4-year life cycle

Support for Microsoft products and several in-house developed software

Prioritized trouble tickets and work orders so they were resolved within the Service Level Agreement

Imaging and customizing computers for distribution via LanDesk or Ghost

Wrote and documented procedures for software installs, inventory management and work flow

Trained new employees and Service Desk on the desktop and Council policies

Maintained building floor plans in Visio

Resolved network connectivity issues

Added members to groups and distribution lists in Active Directory

Backed up Help desk phone duties, sending service disruptions and escalating calls

License Administration:

Software licensing administrator, database manager and compliance auditor

Administrator of the Microsoft MSDN and Adobe Cloud software subscription licensing

Project Management:

Led, built and managed the Definitive Software Library project, which organized the location of software installation procedures for 15 servers to 1

Led and managed hardware and software inventory projects at all 50 Council locations

Researched, interviewed and acquired printer support and malware removal vendors

Found and implemented Meta-data removal software for our Legal department

Coordinated and led Windows OS and MS Office upgrades for the Council

Coordinated office hardware moves, upgrades and refresh projects

Acted as liaison between business and IT by interviewing customers and determining their technology needs

Work flow management though staff assignment based on skill level and location



Seattle University, Seattle WA

BA Humanities with Business emphasis

ITT Technical Institute, Seattle WA

Associates in Data Processing


CAPM - Project Management Academy 2017

Mini-MBA – Saint Thomas University 2017

ITIL Foundations Certificate 2013

A+ Certification

Microsoft Certified Professional in Windows NT and 2000

Certified hardware repair technician for HP, Dell, Toshiba, IBM and Lenovo

Accomplishments and Accolades

Metropolitan Council Hero Award for system upgrades recommendations that resolved video viewing problems at the Risk Management Department by reducing time to open DVDs from 30 minutes to less than 1 minute

Implemented a hardware sharing solution that saved $50K in licensing fees on Bloomberg software

Award from Environmental Services for going above and beyond the call of duty to procure laptops before an imminent deadline

Recommended moving Crystal Reports to the Terminal Server thereby saving $23K in licensing fees

Gained the trust of users through my exemplary customer service and problem resolution skills where they would ask for my services exclusively.

Greatly reduced the number of tickets in the queue by finding tickets that were not assigned to a group and therefore not addressed

Recovered lost or stolen assets, some as far away as India, by asking the right questions, doing the foot work and determination

Association Memberships

Project management Institute of Minnesota (PMI)

Boy Scouts of America

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