Ahmed D. Mitchell
Upper Marlboro,USA
Summary
IT professional with extensive experience in Windows server administration and remote support at GEICO. Proven track record of enhancing customer satisfaction through strong communication and problem-solving abilities. Skilled in Active Directory management and network security, consistently delivering results in high-pressure situations. Committed to operational excellence and promoting team collaboration.
Overview
24
24
years of professional experience
Work History
Tier II Technician
Bowhead Technololgies
Springfield, VA
08.2022 - 01.2025
- Install software as needed for staff members
- Image Dell Laptops and Desktops
- Install and configure hardware and software
- Respond to tickets in accordance with SLA guidelines using Remedy
- Provide onsite and remote support to end users
- Use Active Directory to unlock user accounts, add groups, and move to required OU
- Displayed exemplary customer service and verbal communication skills
- Repair and replace equipment as needed
- Use Bomgar for remote connectivity
- Resolved customer complaints with effective communication and negotiation skills
- Work with team leads and managerial staff to resolve companywide IT issues
- Train new hires on laptop replacement and imaging procedures
LAN Technician I
Adventist Healthcare
Silver Spring, MD
03.2022 - 08.2022
- Provide technical support to Adventist Healthcare Staff
- Image Dell Laptops and Desktops as part of TPR Project
- Decommission printer, scanners, desktops and hard drives as needed.
- Configure scanners for patient rooms and lab technicians.
- Install software as needed for staff members.
- Contact Dell Support to resolve warranty equipment to be repaired.
- Configure android phones for new users in Home Health Department
- Use Ivanti Cloud ticket system to open trouble calls, work on assigned tasks and meet SLA’s.
- Work with Endpoint and Systems Team to schedule systems updates and server maintenance.
- Provide weekly rounding for Hospital, Pathology and Home Health Staff
- Work with Team Leads to configure TV’s for both patient rooms and Nurses Staff
Field Technician
UNISYS
Blue Bell, PA
12.2021 - 03.2022
- Provided support for software, hardware and networking support for desktops, laptops and servers
- Provided maintenance and support on legacy products
- Performed disk replacement on enterprise storage products
- Installed and maintains PCs and associated software, networks, servers and peripherals
- Supports network products from operational and maintenance perspectives
- Provided follow-up on problems or escalation
- Insured customer satisfaction throughout the service delivery transaction
- Ensured client specific Service Level Agreements are met and incident and request tickets are updated accordingly within the ticketing system
Team Supervisor/IT Specialist
Spectrum
Washington, DC
02.2020 - 09.2021
- Managed cleaning crews for COVID 19 Cleaning
- Provided supplies for team members
- Submit timesheets to management
- Trained new team members on how to clean for COVID 19
- Provided management with updates regarding new project request
- Performed backups of laptops and desktops for users
- Performed MS updates for Spectrum machines
- Trained new employees for inventory of Spectrum laptops
- Performed Window 10 installs on new machines
- Informed Senior Management of future purchase of new laptops
Lead Systems Administrator III
Columbus Technologies
Greenbelt, MD
04.2016 - 05.2019
- Worked on various systems to ensure updates and provided artifacts for security.
- Led a team of Windows, Solaris Unix, and Red Hat Linux System Administrators in duties supporting the NOAA GOES & DSCOVR ground satellite missions.
- Prioritized and delegated SMART tasks to team members to meet project, task and ticket deadlines.
- Communicated with customer representatives to ensure satisfactory performance of O&M duties.
- Performed and trained new Admins on both server builds and upgrades using Server 2008 R2, 2012 R2 and 2016 R2.
- Applied Configuration Management (CM) policies and procedures for authorizing network changes.
- Collaborated with customers (internal and external) during the design and development process to employ best practices when implementing security requirements and controls.
- Designed, captured, deployed, managed, and configured Windows Servers 2008, 2012 R2, and 2016 using various tools, including Microsoft Lite Touch and Symantec Altiris.
- Performed mandatory Information System patching, updating, and scanning based on vulnerabilities and threats or regulatory compliance; maintained the day-to-day security posture and continuous monitoring for all systems.
- Managed ECMT Ticketing System to create and update tickets.
- Utilized Active Directory to enable user accounts as well as ensure that they are in the correct groups.
- Produced IT Security artifacts for POA&Ms, SCAs, Federal Data Calls, etc.
- Used Remote Desktop Connection to perform various server and desktop tasks.
- Used RSA ACE Software to assign RSA Tokens.
- Performed system synchronization and approved system patches using WSUS.
- Trained new System Administrators on GOES, POES, NJGS and DSCOVR Systems.
- Coordinated Data Room maintenance to ensure servers are running correctly.
- Performed decommission of servers and desktops being replaced or migrated.
- Trained System Administrators on the decommission process.
- Managed mixed-platform network environment with tools such as Active Directory, Solarwinds, and Tripwire.
- Created PowerShell scripts for system administration automation.
Systems Technician II
Steptoe
Washington, DC
04.2007 - 04.2016
- Provided desktop and remote support to 550 users.
- Managed the IQ Track Ticketing System and analysis of tracking statistics, development of corrective actions.
- Point of contact for escalations, scheduling, technical issues, and personnel matters including user complaints.
- Used Bomgar Representative Console to resolve software problems for end users remotely.
- Used Remote Desktop Connection to access print servers to add system printers to the network.
- Performed windows security updates on both WinXP and Win7 O/S as well as Windows Server 2003.
- Assisted in documentation of technical and end-user processes.
- Created and maintained User Support Knowledge Base with team processes, installation requirements leading to timely resolutions.
- Utilized Active Directory to enable user accounts as well as ensure that clients are in the correct OU.
- Set up projector, screen and speakers for meetings for firm employees and clients using WebEx, Go To Meeting, Webinar and/or Live Meeting.
- Set up video conferences remotely for partners and other staff using Tandberg 6000 mobile and built in video equipment.
- Worked with software technicians in conversion and deployment of Windows XP to Windows 7 and MS Office 2007 to 2010.
- Worked with network engineers to troubleshoot switches, routers and ports.
- Used SCCM to image HP Slimline Desktops and Lenovo ThinkPad Laptops.
- Used Cisco Management Software to setup Cisco IP Phones for entire staff.
- Worked with outside vendors to resolve HP Printer issues including ordering HP parts and toner.
- Setup MS Outlook Exchange accounts for user’s personal and firm issues wireless hand held devices.
- Used RSA ACE Sever Software to assign RSA Token Cards and soft token for staff blackberries.
- Coordinated with other Technical Specialist to inventory all desktops, laptops and printers.
- Trained interns on lease replacements for HP Desktops to ensure deadline adherence.
Desktop Administrator
Legal Placement
Washington, DC
07.2006 - 03.2007
- Provided Technical Support in Windows XP Environment
- Installed Desktop Manger Software for users as part of blackberry upgrade project.
- Worked with helpdesk to escalate software problems for users.
- Utilized Altiris Imaging software imaged desktops and laptops.
- Maintained inventory of desktops, laptops and blackberries.
- Installed McAfee Virus Scan 8.0 software for Sidley Austin employees.
- Scheduled and performed memory upgrades of Dell Latitude 600 laptops for users.
- Installed and configured Cisco Security Agent for remote users.
- Created, monitored and updated service tickets using Remedy Ticketing Software.
- Scheduled and performed XP Service Pack 2 upgrade for training staff.
- Worked with Network Engineers to help schedule users for PST conversion project.
Senior Systems Technician
GEICO
Chevy Chase, MD
10.2000 - 06.2006
- Provided Remote Desktop support for 22,000 nationwide employees.
- Utilized DameWare, Remote Desktop Connection and Carbon Copy 32 to troubleshoot remote users.
- Monitored technician calls to ensure quality assurance for customer service.
- Produced daily audits for laptop inventory using Radian Software.
- Installed and configured Vases and Singular Communication for claims adjuster.
- Documented and updated procedures for the service desk share point website.
- Assisted leads and managers in meeting ISD/SOD project deadlines.
- Created NT and OS/2 domain accounts for both remote and LAN users in all nine affiliated regions.
- Added users to groups and grant admin rights using Active Directory.
- Assigned domain users temporary administrative rights to install Geico related software upon request.
- Reset NT and OS/2 passwords for GEICO employees.
- Setup and configured Rockwell Phones for new technicians.
- Configured Firewall Proxy setting for remote and LAN users.
- Trained new technicians in supporting remote and LAN users.
- Configured Microsoft Outlook profiles for remote and LAN users.
- Installed, configured and supported AT&T Global Network Client and Nortel Networks VPN.
- Setup instructional conference calls to initial configuration of new laptops for claims adjusters.
- Troubleshot Pathways 3.1, 4.0, 4.1 and 4.2 Software problems for claims adjusters.
- Configured HP and Kodak digital camera software for claims adjusters.
- Installed McAfee 4.5 Anti-Virus and EDM software for staff employees at headquarters.
- Installed and configured Trend Office Scan Anti-Virus for claims adjusters.
- Created, updated and closed tickets using Service Center 5.0.
- Imaged new and refurbished laptops using Power Quest software.
Education
Windows NT Workstation and Server Program -
Capitol Networking Systems
Arlington, Virginia08.1999
CompTIA Security + Certification Preparation -
Prince Georges Community College
Largo, MarylandSkills
- Windows server administration
- Linux systems management
- Virtualization technologies
- Microsoft Office proficiency
- Adobe software expertise
- Scripting with PowerShell
- Network security solutions
- Remote access tools
- Active Directory management
- Network protocols knowledge
- VPN configurations
- Unified communications systems
- Remote support applications
- Endpoint protection software
- Enterprise software deployment
- Device management skills
Phone
cell, 202.997.8594
Timeline
Tier II Technician
Bowhead Technololgies
08.2022 - 01.2025
LAN Technician I
Adventist Healthcare
03.2022 - 08.2022
Field Technician
UNISYS
12.2021 - 03.2022
Team Supervisor/IT Specialist
Spectrum
02.2020 - 09.2021
Lead Systems Administrator III
Columbus Technologies
04.2016 - 05.2019
Systems Technician II
Steptoe
04.2007 - 04.2016
Desktop Administrator
Legal Placement
07.2006 - 03.2007
Senior Systems Technician
GEICO
10.2000 - 06.2006
Windows NT Workstation and Server Program -
Capitol Networking Systems
CompTIA Security + Certification Preparation -
Prince Georges Community College