Desktop Support Analyst

Adam Ahmed

Main Cell: 657-***-****

**********@******.***

Summary

•Multi-faceted IT professional with a specialized focus on healthcare industries, Consumer brands, Customer Service industry, Finance Industry, and SaaS based companies proven to deliver a white glove approach.

•Self-taught and fluent in platforms like Salesforce, ServiceNOW, Oracle HCM.

•Trained in EHR/EMR systems like Cerner, Epic, and Sunrise EMD.

•Subject Matter Expert in Multi-Factor Authorization (MFA) Support for MS ENTRA ID, DUO, and OKTA.

•Subject Matter Expet in de-escalation, providing smart solutions, creating a positive customer service experience thus improving the company Net Promoter Score (NPS Score), CSAT score, and call quality.

•Words to describe me: Accountable, Authentic, Coachable, Collaborative, Grit, Hunter, Patience, Observant, Active Listener, Resilience, Tenacious, Transparent.

Experience

Altera Digital Health (onsite at PIH Whittier) – Desktop Support Analyst; August 2024 – May 2025

Managed clinical departments (Emergency Department, Labor & Delivery, Infusion Treatment, Post-Surgery, Speech Therapy, Outpatient Rehab, Simulation Lab) and 10 administration departments (Hospital admin, Nursing Admin, Case Management, Contracts Admin, Pastoral/Spiritual Care, Risk Management, with a variety of DELL desktop issues, laptop issues, and Citrix/VMware VDI issues.

Troubleshooted thin clients using HP Device Manager to provide remote assistance in patient rooms.

Primary desktop analyst for PIH Whittier; managed 20 departments (1000 personnel).

Resolved tickets within Service-level agreement by remotely accessing computers, providing troubleshooting over phone, and assisting on-site tickets that was received through ServiceNow ITSM.

Deployed workstations and laptops per desktop team standards, provided break/fix for medical staff, non-medical staff, and hospital administrators.

Bitlocker encryption implementation and troubleshooting

Large scale workstation refresh and imaging.

Windows 10- 11 Base image engineering

Provisio Sitekiosk- Configuration management

Cross referenced data with Absolute/Computrace, Configuration Manager,

Barcloud inventory system, and Cisco Secure Endpoint(AMP)

Endpoint updates - provided 24/7 on-call support within the scheduled rotation on a bi-weekly basis.

Supported, troubleshooting and escalation:

Hospital Responder 4 and 5 systems

Pillow Speaker troubleshooting

Windows 10 and 11 enterprise issues

Mobile Device Management utilizing Company Portal

Allscripts Touchworks, Practice Manager, Sunrise Clinical Manager, and EMD configuration.

Cisco VPN with ISE Posture

Sentinel One Endpoint Agent

Microsoft Configuration Manager (SCCM)

Microsoft Active Directory

Microsoft MFA

Microsoft Azure

Apex Systems (onsite at UCI Health) – EUC Support Analyst; June 2024 – July 2024

Technology Refresh Project: Successfully participated in updating Dell hardware and software systems across various departments at UCI Health Hospital in Orange, CA.

Device Imaging: Imaged about 3000 desktop and laptops using a PXE boot and updated BIOS.

Software Installation: Installed Imprivata and other software using SCCM.

Device Testing: Tested devices before deployment to ensure functionality.

Deployment: Deployed and managed WOW devices (mobile computers on wheels that Doctors utilize for documenting patient care) across the network.

Application Assurance: Ensured all applications were working successfully for each end user post-deployment.

Ticketing software: Accurately inputted all task documentation pertaining to deployments into each tickets and double-checked before closing out the ticket completely.

TekSystems (onsite at Hoag Memorial Hospital) – MFA Entra ID Team Lead – March 2024 – June 2024

•Migrated HOAG Memorial Hospital current multi-factor authentication methods from OKTA MFA to the Microsoft MFA (MS ENTRA ID).

•Provided frontline support to end-users (Executive, Hospital Admin, Physicians, Nurses, and all medical staff), guiding them through the registration process for Microsoft Multi-Factor Authentication (MFA) methods and Self-Service Password Reset (SSPR).

•Assisted users in obtaining and registering their mobile devices for authentication within the Apple Store and Google Play Store.

•Collaborated with Level 1 Technicians to help resolve complex and escalated user issues as needed.

•A subject matter expert in identity and access management software.

Apex Systems (onsite at UCLA Health) - April 2023 to Mar 1st, 2024; IT Helpdesk Level 2/Endpoint Support

Windows Upgrade 21H2 Project: May 2023 - July 2023

•Successfully upgraded over 5000 enterprise devices at UCLA Santa Monica Hospital to 21H2

Encryption Project: July 2023 - September 2023

•Successfully encrypted over 5000+ enterprise devices collectively at UCLA Santa Monica and Ronald Reagan Hospital. This ensured that all devices met all of UCLA HEALTH Security Policies.

Imprivata Single-Sign On Project: October 2023 - Mar 2024 (Phase 1)

•Installed Wave RFID tap badges on all enterprise level devices (25,000 devices) within UCLA Health hospitals and ambulatory clinics.

•Configured Imprivata software on all enterprise level devices (25,000 devices) to ensure the tap badges were functioning properly to avoid workflow disruption in clinical areas.

•Performed QA/QC measures.

Endpoint Provisioning and Configuration:

•Configured and provision a wide range of endpoints, including HP Enterprise desktop computers (Small form factors, thin clients, All-in-ones), HP Enterprise laptops, and mobile devices.

•Ensured endpoints are set up in accordance with company standards, security policies, user needs. Made sure BitLocker was turned on, FireEye was installed, Global Protect was installed (Laptops only),

•Implemented and enforce security protocols and policies for endpoint devices to safeguard corporate data and infrastructure, and proactively addressing potential vulnerabilities.

Endpoint Monitoring and Troubleshooting:

•Collaborated with the Support Team to provide technical support to end-users for endpoint-related problems, ensuring a quick resolution. Kept detailed notes of any interaction via ServiceNow ticketing system.

Inventory and Documentation:

•Collaborated with the Support Team to maintain an accurate inventory of all endpoints, documenting hardware and software details within ServiceNow.

•Created and maintained documentation related to endpoint management procedures and policies.

•Experience in unified endpoint management, preferably in a tech or IT environment.

•Strong knowledge of endpoint security best practices and compliance standards.

•Excellent troubleshooting skills and the ability to resolve endpoint-related issues.

Apex Systems (contract onsite at Optum Bank) - Nov 2022 to March 2023; Customer Service Lead

Onni Group - May 2022 to Sept 2022; Guest Services Agent (Hope + Flower DTLA)

ENK Apparel Inc - Dec 2021 to April 2022; Customer Service Lead

CVS Health - Oct 2019 to Dec 2021; Call Center Lead

BQE Software, Inc. - May 2014 to March 2016 Account Executive

United States Air Force from 2003-2013

Honorable Discharge

5 tours of deployment

o4 years in Afghanistan

o1 year in Pakistan

Fluent in 7 languages

Education

West Torrance High School –

• Graduated 2003 with a High School Diploma.

Played Cross Country, Track (400m, 800m, 1600m), Soccer all 4 years of high school

Team player, competitive, collaborative, proven expert in conflict resolution.

El Camino Community College

• Attended 2003 – 2006; obtained 80 transferable credits towards transferring to a 4-year degreed program.

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