Mohammad Ahad

Woodbridge,VA

Summary

Dedicated IT Support Specialist with expertise in remote support, Active Directory, Microsoft 365, VPN technologies, and Windows 11. Skilled in managing high-volume ticket queues and ensuring compliance with IT policies. Focused on delivering reliable, user-centric support and effective troubleshooting to enhance operational efficiency.

Overview

years of professional experience

Certification

Work History

Service Desk Coordinator

Zillion Technologies Client: Navy Federal

Vienna, Virginia

12.2021 - 08.2025

Resolved 100+ tickets weekly and handled 150+ web queue incidents, achieving a 92% First Call Resolution rate and a 7-minute Average Handle Time—consistently exceeding team performance benchmarks.
Administered user accounts and access controls through Active Directory in alignment with IT security policies and compliance standards.
Delivered comprehensive remote support for Microsoft 365, VPN connectivity, Geneses, Cisco telephony systems, and proprietary applications.
Trained and onboarded new IT staff on Navy Federal procedures, systems, and service standards to accelerate team readiness.
Provided ongoing mentorship and escalation support during new hire orientation programs, improving service quality and user satisfaction.
Identified, escalated, and documented major incidents using NFCU tools to minimize operational disruptions and revenue impact.
Issued and supported RSA security tokens to strengthen secure system access and authentication processes.

Service Desk Analyst

HCL Technologies Client: The World Bank

Washington , DC

05.2020 - 12.2021

Provided a technical knowledge base to Tier 1 and Tier 2 desktop support.
Managed clients' RSA profile, i.e., resynchronizing tokens and resetting PINs.
Diagnosed and repaired Cisco AnyConnect VPN (Virtual Private Network) issues.
Managed the Help Desk for upgrades to laptops and desktops, improving speed and performance.
Installed and deployed Windows 7 and later, Windows 10, using SCCM deployment software.
Supported employees with advanced troubleshooting on helpdesk tickets.
Supported both internal and external stakeholders with data connectivity issues, aiding with troubleshooting steps, and rebooting of hardware.
Consistently met metrics for my desk, with positive customer surveys.
Initiated the repair and replacement of PC components and systems.
Managed difficult stakeholder situations, applying de-escalation techniques, and positive customer support as needed.
Provided information, issue resolution progress, and provided updated estimated times of resolution on an ongoing basis to all internal clients.
Provided online users with live chat, email, web conference, and phone support for resolution of issues related to software, system use, and access.
Managed Clients RSA profile, i.e. Resynching token and resetting PIN.
Documented the client's issues with detailed reports using the ServiceNow ticketing system.
Guarded network access problem resolution.
Managed access to sensitive information for user accounts through Active Directory permissions.
Displayed subject matter expertise and managed Tier 2 and escalated to Tier 3 for daily issues and concerns associated with user issues.
Implemented work profiles for cellphones with iOS and Android operating systems using MobileIron and Microsoft Intine Portal.
Supported Microsoft cloud platform, OneDrive.
Escalated IP phone issues, proprietary systems, while enforcing IT policies and best practices.
Executed macOS Mojave upgrades and user profile transfers to streamline transitions and enhance productivity.

Education

GED -

Colgan Senior High School

Manassas, VA

11-2010

Skills

Enterprise Support: Tier I & II IT Service Desk (Classified & Unclassified), ITIL/ITSM Framework, SLA & AQL Management

Tools & Platforms: ServiceNow, Remedy, SCCM, Microsoft Intune, Bomgar Remote Support, MobileIron, VDI, Active Directory

Networking & Security: LAN/WAN, VPN (Cisco AnyConnect), Cybersecurity Defense Practices

System Management: Incident Correlation, Root Cause Analysis, Windows OS Deployment & Imaging

Collaboration and documentation: knowledge base development, SOP creation, and end-user training

Certification

AWS Certified Security – Specialty
AWS Certified Sysops Administrator – Associate
AWS Certified Cloud Practitioner
CompTIA Security+

Citizenship

U.S. Citizen | Eligible to work on DoD contracts

References

References available upon request.

Timeline