Hi, I’m
Usman Ahmed
Glendale Heights,IL
Summary
Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success.
Overview
6
years of professional experience
Work History
Perkins Coie
Technology Services Analyst
08.2022 - Current
Job overview
- Provided escalated IT troubleshooting to meet SLA requirements and minimize disruptions.
- Managed procurement and optimized asset deployment across multiple offices.
- Administered Citrix VDI for remote access, enhancing productivity.
- Utilized ServiceNow for efficient IT service management.
- Configured Windows, Office 365, and Outlook for optimal performance.
- Collaborated with legal teams on secure document management.
- Managed Active Directory user accounts and permissions.
- Setup and maintained Exchange Server distribution lists.
Coretelligent
Remote Support Engineer
01.2022 - 04.2022
Job overview
- Provided escalated troubleshooting and tier 2 support for 50+ managed services clients, resolving network, server, desktop, and software issues.
- Managed hardware and software procurement for timely acquisition and deployment to meet project deadlines.
- Configured Citrix virtual machines (VDI) for remote access, enhancing client productivity and flexibility.
- Installed, configured, and supported enterprise software applications, optimizing client operations.
- Ensured high client satisfaction and retention through effective communication and problem-solving.
- Collaborated across teams to resolve complex technical issues, leveraging strong analytical skills.
Agilant Solutions
Technical Support Representative
07.2018 - 01.2022
Job overview
- Provided tier 1 troubleshooting and support for retail clients such as Walmart and Office Max, resolving Windows and macOS issues.
- Ensured high client satisfaction by delivering prompt IT issue resolution and exceptional customer service.
- Installed and configured office productivity software and antivirus applications, optimizing performance.
- Setup and troubleshooted printers and iPads, ensuring seamless integration and functionality in retail environments.
- Collaborated internally to escalate and resolve complex technical issues for timely client resolution.
Education
University of Wisconsin - StoutMenomonie, WI
Master of Science from Information Technology
05.2018
Colorado State University GlobalAurora, CO
Bachelor of Science from Information Technology
09.2015
Skills
- Security: Expertise in physical, network, and software security
- Systems and Networks: Proficient in administering Windows and macOS; skilled in Active Directory user management
- Data Analysis: Experienced in monitoring performance data for security threat identification
- Cloud Computing: Understanding of cloud computing principles; familiarity with Google SaaS
- Application Support: Proficient in Microsoft Office Products and Google Workspace; familiarity with Exchange Server administration
Timeline
Technology Services Analyst
Perkins Coie
08.2022 - Current
Remote Support Engineer
Coretelligent
01.2022 - 04.2022
Technical Support Representative
Agilant Solutions
07.2018 - 01.2022
University of Wisconsin - Stout
Master of Science from Information Technology
Colorado State University Global
Bachelor of Science from Information Technology
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