The record, in full

Selected results

• 96%SLA compliance — raised from 74%
• 35%Faster resolution — mean time to resolve
• 13Sites operated — healthcare network
• 5 yrsRunning IT ops — service desk leadership

Experience

1. IT Service Desk Manager & Support Engineer

   June 2021 – June 2026

   Insight Institute of Neurosurgery & Neuroscience (IINN) · Flint, MI

   • Final escalation point and endpoint engineering owner across 13 clinical and corporate sites, 1,200+ endpoints, and 4,000–5,000 tickets monthly under 24/7 uptime requirements.
   • Deployed and customised unified endpoint management for silent software distribution, automated configuration, and custom script execution, cutting mean time to resolution by 35%.
   • Developed custom API automations against the service desk platform that resolved aged tickets, generated staff reminders, and pushed real-time troubleshooting guidance into agent workflows — clearing 22% of aged backlog in two weeks.
   • Rebuilt IAM provisioning and Active Directory profile governance, cutting access provisioning turnaround by 30% and eliminating a recurring class of access-related incidents at the root.
   • Deployed a centralised virtual helpdesk across all sites, restructuring SLAs, ticket workflows, and the knowledge base; raised SLA compliance from 74% to 96% in three months.
   • Built and led a 10–12 person multi-tier team: hiring, coaching, individual development plans, cross-training, and a documented escalation governance model.
   • Planned and executed a Google Workspace to Microsoft 365 tenant migration for 500+ users including cutover, reconfiguration, and training — delivered three weeks early with zero disruption.
   • Project lead for EMR/EHR platform deployment and optimisation (eClinicalWorks, Meditech); administered PSOne dictation infrastructure for the radiology team.

2. Substitute Teacher, K–12 and Special Education

   December 2019 – May 2021

   EDUSTAFF · Genesee County, MI

   • Guest taught kindergarten through senior-level courses including special education; specifically requested for elementary, special education, and advanced high school classes.

3. Supervisor

   2013 – 2017

   NCG Trillium Cinema · Grand Blanc, MI

   • Supervised floor operations and staff for a high-volume multi-screen theatre, coordinating shift coverage and customer service escalations.

Products built & shipped

1. TadbirServiceDesk Copilot

   github.com/ahmadsk-cell/tadbir-case-study

   • Operations layer for Mojo Helpdesk: queue monitoring, configurable Audit/Aged business-day watchdogs, AI-generated staff notes from ticket history, and KB/SOP/report generation. Built to replace the maintenance scripts I was running as a service desk manager.
   • Multi-provider AI client supporting bring-your-own-key cloud inference (Anthropic, OpenAI, Gemini, NVIDIA) or fully local models (Ollama, LM Studio), so customers retain their own keys and AI spend.
   • Stack: Next.js App Router, TypeScript, Tailwind, PostgreSQL/Prisma, Redis job queues, Mojo Helpdesk REST API v2. Org-specific queue and tag IDs discovered and mapped at runtime rather than hardcoded.
2. MizanEnterprise ITSM Platform

   mizan.help — deployed on Cloudflare/Railway/Resend

   • ITIL-aligned service management application, live: end-user portal and agent console with request/incident intake, ITIL change and incident workflows, and AES-256-GCM encrypted attachments at rest.
   • Designed and deployed the full stack solo: information architecture, intake taxonomy, agent workflows, database, and infrastructure. TypeScript, Next.js, Railway-hosted Postgres, Cloudflare DNS, Resend for transactional email.
3. QistITSM Showback & Chargeback Dashboard

   github.com/ahmadsk-cell/Qist_ITSM-Showback-and-Chargeback-Dashboard

   • Client-side IT financial management dashboard: department-level cost allocation, SLA-linked billing, compliance surcharges, and showback/chargeback mode switching, with branded executive PDF reporting.
   • Built the full calculation model (asset base, ticket cost by tier and priority multiplier, shared overhead allocation, SLA credits/penalties) and CSV/JSON ticket import with smart field mapping. No backend; runs entirely in-browser.
4. BootShapesFit-advisory platform

   bootshapes.com — live since July 2026, 100+ daily users

   • Fit-advisory platform with a custom recommendation engine scoring footwear against a user-built foot profile across toe shape, width, volume, arch, and heel hold, returning explicit reasoning for each match. Nine-category foot taxonomy, privacy-first architecture requiring no accounts. Built and operated solo.

Technical skills

Development

TypeScript, Next.js App Router, React, Tailwind, Python 3, SQL, REST API design and integration, PostgreSQL/Prisma, Redis, multi-provider AI integration (cloud BYOK and local inference)

Endpoint & Systems

Zoho ManageEngine Endpoint Central, unified endpoint management, silent deployment, imaging, patch and vulnerability management, Windows 10/11, macOS, Linux

Identity & Cloud

Active Directory, Azure AD/Entra ID, Okta, IAM provisioning, RBAC, group policy, Microsoft 365 administration and tenant migration, Azure, AWS, Citrix

ITSM

ITIL v4, incident, problem, change, and asset management, root cause analysis, escalation architecture, SLA governance, ServiceNow, Jira, Mojo Helpdesk, runbook and knowledge base authoring

Networking & Security

TCP/IP, DNS, DHCP, VPN, DHCP snooping, IP Source Guard, MAC filtering, rogue device detection, vulnerability remediation, UCaaS/VOIP (Zoom, RingCentral, Vonage)

Education & certification

• M.S., Computer Information SystemsGrand Valley State University · 2017–2019
• B.A., PsychologyUniversity of Michigan–Flint · 2011–2015
• ITIL v4 FoundationPeopleCert / Axelos · 2023
• Google AI Professional CertificateGoogle / Coursera