Summary
Overview
Work History
Education
Skills
Certification
Citizenship
References
Timeline
Generic

Mohammad Ahad

Woodbridge

Summary

Detail-oriented and customer-focused IT professional with over 5 years of Tier II Service Desk and technical support experience in high-availability environments. Skilled in ITIL-based incident management, cross-team collaboration, and delivering results under strict SLAs. Adept at diagnosing and resolving complex issues, ensuring system uptime, and maintaining a positive end-user experience.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Service Desk Coordinator

Navy Federal Credit Union
Vienna
12.2021 - Current
  • Provide comprehensive Tier II technical support in a high-demand 24/7 operations center, efficiently managing incidents, service requests, and change tickets via ServiceNow, ensuring prompt resolution and minimal downtime.
  • Proactively monitor and troubleshoot mission-critical systems and applications, applying ITIL best practices, and adhering to strict Service Level Agreements (SLAs) to maintain system reliability and customer satisfaction.
  • Collaborate cross-functionally with Systems Administration, Network Engineering, and other technical teams to investigate, escalate, and resolve complex technical challenges impacting business operations.
  • Execute preventive maintenance, perform configuration audits, and conduct system health validations to reinforce business continuity, and disaster recovery readiness.
  • Author and maintain detailed Standard Operating Procedures (SOPs), troubleshooting guides, and incident response documentation in SharePoint, improving operational consistency and knowledge sharing among team members.
  • Analyze incident patterns to identify recurring issues, contributing to root cause analysis, and recommending process and workflow improvements to enhance long-term service delivery and uptime.

Senior Specialist

World Bank
Washington
05.2020 - 12.2020
  • Delivered high-quality Tier II technical support for LAN/WAN infrastructure and VPN connectivity using Cisco AnyConnect, enabling secure, uninterrupted remote access for a global workforce across multiple time zones.
  • Administered mobile device management and security policies using MobileIron and Microsoft Intune, ensuring compliance with organizational security standards for thousands of devices.
  • Performed end-to-end deployment of Windows 7 and 10 operating environments via SCCM, streamlining system rollouts, and reducing deployment errors.
  • Documented complex troubleshooting steps, resolutions, and technical insights in ServiceNow and Remedy, strengthening the knowledge base, and improving first-call resolution rates.
  • Provided technical assistance during hardware and software lifecycle upgrades, including printer installations, network policy enforcement, and configuration of enterprise applications.
  • Partnered with internal IT teams to address escalated issues, ensuring efficient resolution, and maintaining high end-user satisfaction scores.

Education

GED -

Hylton
Woodbridge, VA
11-2010

Skills

  • Tier II technical support
  • ServiceNow administration
  • System monitoring
  • Mobile device management
  • Problem solving
  • Incident analysis
  • Knowledge sharing
  • Network troubleshooting
  • Hardware support
  • Reporting and documentation
  • Documentation and reporting
  • Ticketing system proficiency
  • ITIL framework
  • SLA management
  • Service desk coordination

Certification

  • AWS Certified Security – Specialty
  • AWS Certified SysOps Administrator – Associate
  • AWS Certified Cloud Practitioner
  • CompTIA Security+

Citizenship

  • U.S Citizen

References

References available upon request.

Timeline

Service Desk Coordinator

Navy Federal Credit Union
12.2021 - Current

Senior Specialist

World Bank
05.2020 - 12.2020

GED -

Hylton
Mohammad Ahad