IT/Desktop support

Ahmed Ugas

Edina, MN- *****.*****@*****.*** 952-***-****

Education

B.S in Management Information Systems, Metropolitan State University - Saint Paul,MN . GPA 3.82

Work Experience

Tech Support at Shakopee Public Schools, August 2019 to Present Managing technology department 5200+ Desktops across 13 locations. Rollout of 2500+ MacBooks to Staff and Students and 8000+ iPads in Cart Models and 1:1 student. Responding to client/user issues and tickets for Information Technology (IT) services. Working within an assigned IT team and following District IT guidelines, policies and procedures; performing work within scope of authority and training. Defining problems, identifying and isolating errors, and implementing technical solutions within District IT guidelines, procedures and authorization to solve problems. Implementing technical solutions and workarounds as designed by manager support and per District IT knowledge base articles and provide training. Installs, moves, updates and integrates computers, workstations, network systems, communications equipment, and peripherals; installs and configures software upgrades, enhancements and revised functions; verifies functionality, compatibility and performance of IT systems. Identifies technical problems which need to be addressed by improved policies and procedures using ticketing system workflow. Assists in evaluating new technology and administering equipment inventory. Demonstrates courteous and cooperative behavior when interacting with students, clients, visitors, and SPS staff; acts in a manner that promotes a harmonious and effective workplace environment

IT Support Specialist at Anthem, August 2017 to July 2019 Utilized remote secure access technologies to diagnose and resolve customer technical issues. Assisted in synchronizing data among multiple providers, claim and application of business rules as they apply each database. Helped in providing root cause analysis to customers based on troubleshooting effort and identified recommendations for long term solutions. Utilized ServiceNow ticketing system to document and track work efforts. Worked with team members to troubleshoot and resolve issues. Performed data analysis to assess data trends, gaps and identified root causes. Monitored authorization, Online and Web Services applications. Performed troubleshooting, debugging and monitoring infrastructure components (e.g., networks, servers, storage, databases) to ensure availability. Monitored and executed batch schedules to ensure compliance with customer SLAs and performed all duties within the IT System Management framework (processes, standards, tools.

IT Support Analyst at Allina Health,April 2006 to July 2017 Supported an integrated Electronic Medical Records solution. Responded to and diagnosed technical computer and application support incidents. Interfaced with users to understand their access Excellian security needs. Diagnosed hardware, software, printing and network connectivity issues, including LAN, WAN, Citrixs and Netmotion access in windows XP/ 7/8/10 and Macintosh environment. Followed up with all escalation procedures according to SLA and monitored all open issues to ensure business expectations are met. Used a remote-control tool to assist end users when needed. Helped users with their login issues and solved computer related problems via telephone and e-mail. Documented, escalated, resolved technical issues through Servicenow and Remedy system. Troubleshooted corporate applications and assigned issues to the appropriate support groups. Provided technical assistance and support for incoming requests and incidents related to computer systems, software, and hardware.

Reporting and Data Analyst at UnitedHealth Group, February 2001 to March 2006 Exported data from a variety of systems and prepared cohesive reports to meet requests of managers. Assisted with problem solving and troubleshooting to help managers get their data information. Accurately and completely entered data in the quality improvement database for member discharges. Troubleshooted, researched and resolved member discharges database. Maintained and updated in house systems. Investigated and resolved claims/authorization issues and communicated with network managers. Administered and maintained UnitedHealth group's provider network online systems. Skill in:

● Diagnosing and resolving technical problems in a network environment.

● Responding professionally, effectively and efficiently to customer service requests.

● Assessing customer support needs, and implementing effective solutions.

● Using basic tools and procedures for repairing computers, equipment and peripheral devices.

● Installing, repairing, and maintaining computer software, hardware, and peripherals in a multiple operating system environment.

● Operating a personal computer utilizing specialized software, and entering information into a computer system with speed and accuracy.

● Establishing and maintaining effective working relationships with co-workers and clients.

● Communicating effectively verbally and in writing.

● Strong communication skills with all levels written and verbal.

● Challenges others' thinking to create effective and efficient work processes.

● Adapts quickly to changing business and technology needs.

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