Open to opportunities

Ahmad Banks

@ahmadbanks

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I am an IT support specialist with 6+ years in help desk, hardware, and systems troubleshooting.

United States

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What I'm looking for

I’m seeking a hands-on IT support role delivering end-user, hardware, and systems support; improving processes; managing cloud identity; and joining a collaborative, SLA-driven team that values proactive problem-solving.

I am an IT Specialist with 6+ years in help desk support, incident management, and remote troubleshooting, known for clear communication and a proactive, solutions-focused approach to end-user support.

I provided IT support to 3,000+ users during Microsoft’s acquisition of Bethesda/ZeniMax, built and configured custom Windows and iOS workstations, and led an asset tracking system rollout that cleared inventory backlog and improved studio-wide processes. I also administered Google Workspace, Azure, and Active Directory for 5,000+ users, handling user provisioning, MFA enforcement, and cloud service integrations.

I consistently meet or exceed SLA targets while managing Jira-ticketed support requests and maintaining accurate records in Salesforce and Azure DevOps. I deliver white-glove technical support, support AV and hybrid collaboration tools, and focus on streamlining processes to improve end-user experience and operational efficiency.

Experience

Work history, roles, and key accomplishments

Support Engineer I

ZeniMax Media

Apr 2025 - Jun 2025 (2 months)

Provided IT support to 3,000+ users during Microsoft's acquisition of Bethesda/ZeniMax, ensuring system continuity and resolving incidents ahead of SLAs. Built and configured custom Windows and iOS workstations and led an asset-tracking rollout to clear an inventory backlog.

Windows iOS Active Directory Asset Management Incident Management SLA

IT Help Desk Technician II

National Democratic Institute

May 2024 - Mar 2025 (10 months)

Delivered Tier 1–2 IT support for domestic and international teams, administering Google Workspace, Azure, and Active Directory for 5,000+ users and improving provisioning and MFA workflows. Managed device provisioning, asset lifecycle, and AV/hybrid collaboration setups while meeting SLA targets.

Google Workspace Azure Active Directory User Provisioning MFA Jira SLA Management

Technical Support Representative

Under Armour

Jul 2022 - Sep 2023 (1 year 2 months)

Provided customer and technical support via live chat and email, performing remote diagnostics and supporting software deployments and device imaging to maintain high ticket resolution and customer satisfaction. Used TeamViewer and Microsoft Remote Desktop for troubleshooting.

Remote Diagnostic Troubleshooting TeamViewer Customer Support Software Deployment Imaging Ticketing

Technical Support Representative

FULL Creative

Nov 2019 - Jun 2022 (2 years 7 months)

Provided comprehensive remote technical support to a diverse client base, managing tickets and adhering to SLA and call metrics to ensure timely resolution. Conducted remote troubleshooting and research to deliver effective solutions.

Ticketing SLA Customer Support

Technical Support Specialist

UPS

Oct 2018 - Nov 2019 (1 year 1 month)

Provided remote logistics support by dispatching drivers and managing load and GPS tracking data, maintaining complex Excel logs to ensure accurate trailer tagging and timely data distribution across the Southern Division. Collaborated with analysts to resolve system issues.