Mohammad Ahad
Woodbridge,VA
Summary
Analytical and results-driven professional with extensive experience in evaluating operational efficiency and effectiveness. Skilled in performing both qualitative and quantitative analyses to enhance workflow processes and business operations. Adept at collaborating with functional areas to develop and maintain performance metrics, leveraging data to drive strategic decisions. Proficient in building and modifying data warehousing solutions, designing dashboards, and providing actionable insights to senior management. Strong track record of identifying improvement areas, implementing changes, and ensuring measurable process enhancements.
Overview
11
11
years of professional experience
1
1
Certification
Work History
ETS Coordinator
Navy Federal Credit Union
Vienna
12.2021 - Current
- Utilize Service Now to manage, resolve and providing a high degree of customer service
- Proactively analyze Service Desk trends to identify root causes and recommend ways to improve daily operations
- Troubleshoot hardware / software and network connectivity
- Software installation support
- Configure Windows 10/11 and Linux with an emphasis on security
- Analyze a network security risk in both hardware and software components Configure and secure Virtual Private Network(VPN's) and firewall
- Utilize hacking tools to monitor, discover and correct security risks
- Remote Access, phone and email support Identity & Access Management Documentation
- Development
- SQL
- Windows Power Shell
- General
- Strong written and oral communication skills Team Building
- High level customer service
- Escalate all incoming Service Desk incidents, while Analyze current processes and workflows to improve service availability, meeting service level agreements and performance at the Service Desk
- Provide Tier 1 technical support to customers via Phone, Email, WebEx Teams and Service Now trouble tickets
- Collaborate and communicate with multiple business units to reduce incident escalations and prevent major outages
- Provide detailed training and assistance on navy federal procedures and policies to new members on the team
- Experience with Azure and AWS Cloud infrastructure
Customer Engineer Tier 2
World Bank Group
Washington
11.2016 - 12.2021
- Documented client's issues with detailed reports using Remedy and Service now ticketing system
- Remote access connection problem resolution
- Assisted with Microsoft pro plus software
- Managed queues pertaining to Microsoft Outlook and Lotus Notes
- Managed cloud platforms Box and One drive
- Supported IP Phones
- Supported Cisco Jabber and other collaboration software.
- Utilized data warehousing and business intelligence toolsets to assist management in decision-making.
- Compiled, researched, and analyzed trends to support various projects and initiatives.
- Ensured the implementation of new and enhanced processes, maintaining consistency and efficiency.
- Monitored competitor data and industry trends to assess and improve the competitive posture of business units.
Strategic System Contractor
E*trade
11.2013 - 06.2016
- Determined and researched user questions
- Ticket resolutions and track problems using Remedy system
- Diagnose and resolve incidents using documented procedures
- Install, repair, and conduct preventive maintenance of personal computer
- Resolve technical problems for LAN/WAN services via the help desk
- Design, install, maintain, and coordinate corporate and external customers' LAN
- Implements and coordinates network policies, procedures and standards related to LAN/WAN networks
- Support all LAN/WAN hardware, upgrades, migrations, and backups.
Education
Quality Assurance Tester Boot Camp -
08.2022
Associate - Computer Science
Northern Virginia Community College
08.2016
Skills
- Problem Solving
- RSA (Cryptosystem)
- Workflows
- Microsoft Intune (Mobile Device Management Software)
- Jabber
- TCP/IP
- Installation
- Microsoft Word
- SQL (Programming Language)
- Personal Communications Service (PCS) Systems
- Microsoft Excel
- Service Desk
- Communications
- Linux
- Microsoft Windows
- Adobe Acrobat
- ServiceNow
- SMTP (Simple Mail Transfer Protocol)
- Technical Support
- Microsoft PowerPoint
- Microsoft Outlook
- Collaboration
- Data-Driven Decision Making
- Process Improvement Implementation
- Operational Efficiency and Effectiveness Analysis
- Team Building
- Virtual Private Networks (VPN)
- File Transfer Protocol (FTP)
Certification
- A+
- AWS cloud practioner
- Cloud Certs (pending)
References
- Dave Millam, Navy Federal Credit Union, Ph# 850-512-0958
- Mirabelle Fuh, Navy Federal Credit Union , Ph# 240-696-9166
- Fatima Jawaid, Navy Federal Credit Union, Email: Fatima_Jawaid@navyfederal.org
- Jerry Quantilla-Chacon, Navy Federal Credit Union, Ph# 571-205-1256
- Alejandro Palencia, Navy Federal Credit Union, Ph# 301-351-5072
Timeline
ETS Coordinator
Navy Federal Credit Union
12.2021 - Current
Customer Engineer Tier 2
World Bank Group
11.2016 - 12.2021
Strategic System Contractor
E*trade
11.2013 - 06.2016
Quality Assurance Tester Boot Camp -
Associate - Computer Science
Northern Virginia Community College