Yusuf Ahmad
IT Support Specialist Software Engineer
Dublin
Every problem is a gift—without problems we would not grow.
Tony Robbins
Summary
Results-driven IT Support Engineer with extensive hands-on expertise in delivering exceptional desktop support, administering Windows and Office 365 environments, and managing Active Directory, SharePoint, and Intune. Proficient in hardware procurement, network troubleshooting, and creating comprehensive technical documentation to minimize downtime and enhance user satisfaction. Recognized with the Best Team Award for strong commitment to collaboration and excellence. Holds a master’s degree in Software Engineering from the University of Limerick, underscoring dedication to continuous improvement and professional development.
Overview
6
6
years of professional experience
2
2
Certificates
4
4
Appreciations
Work History
IT Support Executive
Capita
02.2025 - Current
- Provide Level 1 & Level 2 support to end-users, ensuring prompt resolution of hardware, software, and network issues while meeting SLA requirements.
- Manage and administer Windows systems, Office 365, and user accounts through Active Directory, including group policies and access control.
- Configure, deploy, and maintain desktops, laptops, and servers, collaborating with procurement on asset management, software licenses, and IT consumables.
- Perform basic network administration, escalating complex issues to senior engineers when necessary.
- Trained AI-Powered chatbot using Talkdesk; built NLP intents and custom entities to enhance user interactions.
- Led the troubleshooting of complex technical issues, enhancing system uptime and improving user satisfaction across departments.
- Collaborated with cross-functional teams to implement software updates, streamlining operations and elevating overall service efficiency.
- Developed and maintained user documentation for IT processes, ensuring staff adherence to protocols and reducing support requests.
- Trained new employees on IT systems and best practices, fostering a knowledgeable workforce and improving team performance.
Information Technology Analyst
Tata Consultancy Services
01.2019 - 08.2022
- Provided desktop and application support to local and remote users within a large-scale enterprise environment.
- Handled Active Directory administration, including user account creation, password resets, and security group management.
- Monitored system performance and resource utilization, coordinating with senior engineers to implement proactive maintenance and improvements.
- Developed and maintained technical documentation for troubleshooting common issues, resulting in faster onboarding for new team members.
- Automated routine tasks using PowerShell scripts, resulting in 10 hours/week time savings and provided out-of-hours support to client users.
- Conducted root cause analysis on major incidents, prepared Incident/RCA reports, and implemented preventative measures to avoid recurrence.
- Spearheaded process improvement initiatives, reducing major release time at the Indian Embassy by 72%, and enhancing client satisfaction and efficiency.
- Analyzed system requirements and specifications to drive technology solutions that improved operational efficiency across departments.
- Collaborated with cross-functional teams to implement software upgrades, enhancing user experience and system performance.
- Developed and maintained documentation for IT processes, ensuring compliance with industry standards and improving knowledge sharing.
- Led troubleshooting initiatives for technical issues, resulting in reduced downtime and enhanced service delivery for end-users.
System Engineer
Tata Consultancy Services
10.2016 - 12.2018
- Analyzed business and functional requirements, designing test plans, test cases, and test scripts for software and systems development projects.
- Performed manual and automated testing using tools like Selenium, TestNG to ensure product quality and compliance with specifications.
- Generated test reports throughout the project lifecycle leveraging Microsoft Team Foundation Server, and updated detailed documentation, including release notes and user manuals, to support delivery sign-off.
- Maintained detailed test documentation and status reports, providing clear, actionable insights to management.
- Developed and implemented automation scripts using Python, enhancing system efficiency and reducing operational downtime.
- Led cross-functional teams in Agile methodologies, driving collaborative project success and improving delivery timelines.
- Analyzed system performance metrics to identify bottlenecks, resulting in optimized resource allocation and improved response times.
- Mentored junior engineers, fostering knowledge sharing and skill development that strengthened team capabilities and performance.
Education
Master of Science - Software Engineering
01.2024
Bachelor of Technology - Computer Science Engineering
05.2016
Skills
Windows/Mac OS
Level 1 support
Level 2 support
Active Directory administration
Windows systems management
Office 365 management
Network administration
Software deployment
Hardware troubleshooting
IT documentation
Root cause analysis
Process improvement
PowerShell scripting
Incident management
Cross-functional collaboration
Test case design
Agile methodologies
Python automation
User account management
User training
System performance monitoring
Client communication
Problem resolution
Accomplishments
- Provided exceptional, go-beyond service by tracing lost luggage and supplying real-time recovery information, earning appreciation from the client and senior management, and achieving radio recognition.
- Collaborated with senior staff to enhance Talkdesk chatbot features, successfully improving functionality and receiving recognition from senior management.
Certification
ISTQB CTFL
Timeline
IT Support Executive - Capita
02.2025 - Current
ISTQB CTFL
08-2022
Information Technology Analyst - Tata Consultancy Services
01.2019 - 08.2022
System Engineer - Tata Consultancy Services
10.2016 - 12.2018
Diploma in Software Testing
06-2016
Integral University - Bachelor of Technology, Computer Science Engineering
University of Limerick - Master of Science, Software Engineering
CONTACT
- Dublin, Ireland
- +353 899476386
- yusufahmad350@gmail.com
- https://www.linkedin.com/in/yusufahmad786/