IT Support Specialist - Enterprise Help Desk
Resume:
Mukhtar Ahmad
Carrollton, TX ***** 301-***-**** ********@*****.***
LinkedIn Profile
Professional Summary
Dedicated IT Support Specialist with 7+ years of experience providing technical support, troubleshooting hardware/software issues, and supporting enterprise environments across healthcare, retail, finance, and corporate organizations. Skilled in desktop support, Office 365 administration, Active Directory, Windows environments, ticket management, application support, and end-user training. Experienced supporting Windows, macOS, mobile devices, VPN connectivity, printers, cloud platforms, and enterprise applications while maintaining high customer satisfaction and SLA compliance.
Certifications
●Microsoft Certified: Azure Administrator Associate
●CCNA
●Security+
●Network+
●A+
●MCSE
●CompTIA Linux+
●VMware Certified Professional (VCP)
Technical Skills
IT Support & Administration
Desktop Support Help Desk Support Application Support Incident Management Remote Support User Account Administration Hardware & Software Troubleshooting Technical Documentation Ticketing Systems SLA Management
Systems & Tools
Office 365 Active Directory Azure AD ServiceNow Citrix SharePoint Exchange VPN Windows Deployment Services (WDS)
Monitoring & Platforms
Splunk Grafana Zabbix AWS Azure Kubernetes Jenkins Nagios
Operating Systems
Windows 10/11 Windows Server macOS Linux (CentOS/Ubuntu)
Databases & Scripting
SQL Oracle MySQL MongoDB T-SQL Shell Scripting
Hardware & Networking
PC/Laptop Support Printers Mobile Devices Cisco Networking TCP/IP Network Troubleshooting
Professional Experience
IT Support Specialist —
Centene
Apr 2025 – Apr 2026
●Provided Tier 1–3 technical and application support for enterprise users in a fast-paced production environment
●Resolved hardware, software, login, VPN, and application-related issues while maintaining SLA compliance
●Troubleshot system issues using SQL queries, log analysis, and monitoring tools including Splunk and Grafana
●Assisted users with Office 365, Active Directory, and remote access support
●Created and maintained technical documentation, troubleshooting guides, and SOPs
●Collaborated with infrastructure, QA, and development teams to resolve escalated incidents
●Supported deployment activities and monitored system performance to ensure uptime and reliability
IT Support Specialist —
Dallas/Fort Worth International Airport
Apr 2024 – Apr 2025
●Delivered desktop and application support for enterprise users across Windows environments
●Troubleshot hardware, software, email, printer, and connectivity issues
●Provided remote and onsite technical support while maintaining incident response SLAs
●Supported Active Directory account management, password resets, and access requests
●Assisted with software installations, upgrades, and workstation configurations
●Worked closely with cross-functional IT teams to resolve production and user-impacting issues
Lead Application Support Analyst / IT Support Consultant —
Optum
Oct 2023 – Apr 2024
●Supported enterprise applications, servers, and cloud environments using Splunk, Grafana, Zabbix, and Azure monitoring tools
●Monitored Kubernetes clusters, Kafka queues, and MongoDB logs to identify and resolve system issues proactively
●Assisted users and internal teams with troubleshooting production issues and application errors
●Supported server maintenance activities to ensure system stability and availability
●Managed ServiceNow tickets and documented troubleshooting procedures and knowledge articles
●Collaborated with development and QA teams during deployments and production releases
IT Support Analyst —
Fast Retailing
Jul 2023 – Oct 2023
●Provided technical support for Office 365, Windows 10/11, macOS, printers, VPNs, and mobile devices
●Troubleshot email, desktop application, and network connectivity issues for end users
●Led Windows 11 migration project supporting 500+ users with minimal downtime
●Managed Azure AD administration, Group Policy configurations, and user account support
●Supported hardware deployments, software installations, and endpoint troubleshooting
●Collaborated with networking and infrastructure teams to resolve escalated technical issues
Application Support Analyst / IT Support Specialist —
URAC
Mar 2017 – May 2023
●Provided Level 2/3 desktop and application support for enterprise users across Windows and macOS environments
●Supported Office 365, SharePoint, Citrix, Active Directory, VPN access, and mobile devices
●Managed ServiceNow incidents and provided timely issue resolution for end users
●Assisted with Windows deployments, software installations, and workstation imaging
●Supported Linux servers and automated administrative tasks using shell scripting
●Created technical documentation, migration guides, and training materials for end users
●Assisted with SharePoint Online migrations and virtual desktop management
●Supported hardware setup, printer troubleshooting, and network connectivity issues
IT Support Analyst —
Presidential Towers
Apr 2016 – Jan 2017
●Provided desktop, application, and infrastructure support for enterprise users
●Supported Windows Servers, Exchange, Office 365, Active Directory, and Azure AD environments
●Installed, configured, and upgraded desktops, laptops, printers, and software applications
●Managed user accounts, permissions, and workstation deployments using WDS imaging
●Troubleshot hardware, software, and network-related issues for onsite and remote users
●Maintained ServiceNow tickets and escalated critical issues appropriately
IT Support Analyst —
Protocall Communications
Aug 2015 – Apr 2016
●Provided help desk and desktop support for Windows environments and enterprise applications
●Supported SQL Server environments, Office 365, Exchange, and workstation deployments
●Diagnosed and resolved hardware, software, and connectivity issues for end users
●Managed backup/recovery activities and assisted with server administration tasks
●Created and resolved ServiceNow incident tickets reported via phone and email
IT / Help Desk Analyst —
Protocall Communications
Feb 2014 – Mar 2015
●Delivered Level 2 help desk and desktop support for enterprise users
●Supported Windows upgrades, workstation deployments, and software installations
●Managed ServiceNow ticket queues and ensured timely issue resolution
●Assisted with SQL Server maintenance, server migrations, and endpoint troubleshooting
●Provided support for network connectivity, printers, and user account management
Education
●MS, Computer Science — Howard University
●BS, Biology — Howard University
●Cyber Advantage Program — Montgomery College
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