Desktop Support Lead with IT Asset Mgmt Expertise

MUHYADIN AHMED 952-***-**** Bloomington MN *****************@*****.*** LinkedIn

SUMMARY

IT professional with hands-on Tier 2/3 support experience and strong troubleshooting skills across Windows, macOS, and Chrome OS. Proficient in ServiceNow, Active Directory, Intune, and Office 365. Skilled in hardware deployment, user support, and IT asset management. Pursuing a B.S. in Management Information Systems, graduating May 2026. EDUCATION

Metropolitan State University, Saint Paul, MN Anticipated Graduation: May 2026 GPA: 3.4/4.0

WORK EXPERIENCE

Medtronic, Plymouth MN

Desktop Support Lead (Tier 2/3) January 2024 – Present

● Resolved 50+ ServiceNow tickets weekly with 95% SLA compliance, providing in-person and remote IT support

● Configured and deployed laptops, desktops, monitors, printers, and docking stations in alignment with enterprise IT standards, ensuring consistent setup and smooth user onboarding

● Manage user accounts, groups, and permissions in Active Directory to maintain secure and seamless access

● Track and manage IT assets across multiple locations to support inventory accuracy and device lifecycle planning Spire Credit, Roseville MN

Personal Banker July 2021 – July 2022

● Processed customer transactions including deposits, withdrawals, transfers, and loan payments with speed and accuracy.

● Balanced cash drawers daily while maintaining accuracy and compliance with bank policies.

● Delivered excellent customer service by assisting clients with account inquiries and resolving issues.

● Ensured adherence to security procedures and regulatory compliance, including fraud prevention and KYC standards. Academic Project

IT Asset Inventory Management System

● Designed a centralized system to track IT equipment across departments using UML diagrams and ER models

● Conducted stakeholder interviews, needs analysis, and created system documentation to support implementation

● Demonstrated both technical modeling and business analysis skills in support of operational efficiency

● Collaborated with a cross-functional team to align system design with user requirements and organizational goals Skills & Tools

● Technical Support & Systems: Windows, MacOS, Chrome OS, ServiceNow, Active Directory, Intune, Autopilot, Office 365

● Data & Security Tools: Excel, Basic SQL, Data Visualization, CompTIA Security+, Basic Network Security

● Communication & Collaboration: Interaction with technical/non-technical users, team collaboration, customer service

● Problem Solving & Project Support: Critical thinking, troubleshooting, and assisting in cross-functional IT projects CERTIFICATIONS

● Information Technology, North Central University January 2024

● Data Analytics, North Central University January 2024

● CompTIA Security+, Self-Study — In Progress, Expected: Dec 2025

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