Mohammed Azharuddin Ahmed

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.

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.

MS - Cybersecurity Management - University of Illinois Springfield (2023 - 2025)

B.Tech - Computer Science Engineering - Guru Nanak Institute of Technology (2017 - 2021)