Mohammed Azharuddin Ahmed
Desktop Support Engineer
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About
Dedicated IT professional with 3 years of experience in network and desktop support, system administration, and end-user troubleshooting. Skilled in managing Windows OS, VPN connectivity, hardware/software maintenance, and ITSM tools such as ServiceNow. Experienced in configuring devices, monitoring system health, and providing 24/7 client support. Strong knowledge of TCP/IP, MS Office, and endpoint security with hands-on expertise in customer-facing IT support.
Experience
Desktop Support Engineer - Iron Systems, Inc (Supporting Caterpillar Inc) - Decatur, IL
(2025-10 - 2026-05)
- Managed full-lifecycle end-user computing (EUC) desktop hardware, software, and connectivity incidents through to resolution using ServiceNow.
- Executed IMAC (Install, Move, Add, Change) services and provided hard/soft break-fix support for laptops, desktops, and mobile devices.
- Deployed, optimized, and maintained standard desktop images, patch updates, and hardware replacements utilizing vendor-provided spares.
- Monitored system security profiles and antivirus compliance across all endpoint devices, executing rapid remediation for non-compliant systems.
- Served as the primary on-site point of contact for critical IT issues and major incidents, delivering high-touch VIP deskside technical assistance.
- Analyzed Service Desk ticket trends through ServiceNow and incident data to identify automation paths and recommend targeted user training.
Technical Support Engineer L2 - Mphasis Pvt Ltd (Supporting Alight Solutions) - Bangalore, India
(2022-01 - 2023-07)
- Provided desktop and remote support for end-users, including VPN setup, MS Office, and Outlook troubleshooting.
- Documented incidents, service requests, and change activities using ServiceNow ITSM.
- Diagnosed hardware/software connectivity issues, reducing downtime for field and remote employees.
- Configured and supported Windows systems, applied security patches, and resolved OS/application issues.
- Delivered 24/7 support and end-user training for issue resolution and IT best practices.
TAC Engineer L1 - iOPEX Technologies (Supporting Palo Alto Networks) - Bangalore, India
(2021-04 - 2022-01)
- Assisted clients via phone and remote sessions for firewall and desktop-level connectivity issues.
- Supported end-users with VPN and endpoint configurations, ensuring secure access.
- Created, tracked, and resolved tickets in ServiceNow, ensuring SLA compliance.
- Collaborated with IT teams to replace/upgrade hardware and support software rollouts.
- Provided desk-side support for VIP clients, resolving OS/application issues efficiently.
Education
MS - Cybersecurity Management - University of Illinois Springfield (2023 - 2025)
B.Tech - Computer Science Engineering - Guru Nanak Institute of Technology (2017 - 2021)
