Rizwan Ahmed

• Provided Tier 1 and Tier 2 technical support for over 200 internal employees across
multiple departments, resolving issues related to desktop hardware, operating systems
(Windows/macOS), and core business applications (e.g., MS Office 365, VPN).
• Managed Active Directory user accounts, including creation, modification,
termination, and group policy management, ensuring compliance with security
protocols.
• Administered Epicor iScala ERP system user account creation, role assignment,
access control, troubleshooting ERP-related issues, and providing end-user support to
ensure uninterrupted business operations.
• Managed Epicor iScala ERP master data, including supplier onboarding, item code
creation, product description maintenance, and data validation, ensuring data integrity
and seamless business processes.
• Diagnosed and resolved complex issues related to software, hardware, network
connectivity, application errors, printer functionality, and peripheral device failures,
minimizing operational downtime across departments.
• Maintained and updated IT asset inventory, ensuring 100% accuracy and compliance
with company policies reducing lost equipment.
• Assisted in endpoint security initiatives, ensuring all devices were compliant with
company anti-virus and patch management policies.
• Collaborated with senior engineers to escalate complex issues, ensuring timely
resolution and user communication.

• Deployed and configured new computer systems, including hardware assembly, OS
imaging, and software installation, ensuring 100% compliance with company security
standards.
• Diagnosed and resolved hardware failures by troubleshooting and replacing
components such as motherboards, RAM, and power supplies, restoring functionality
with minimal downtime.
• Managed the end-to-end setup of user workstations, performing clean installations of
Windows/MacOS, device drivers, and essential corporate applications (Microsoft 365,
antivirus, etc.).
• Supported network infrastructure by assisting with Ethernet cabling, patching, and
basic troubleshooting of connectivity issues for end-users.
• Executed routine maintenance procedures, including system updates, antivirus
deployments, and data backups to ensure system integrity and data protection.
• Delivered responsive end-user support and training, effectively guiding users on
hardware operation and software usage to improve their technical proficiency.
• Maintained and tracked an accurate inventory of IT assets and components,
contributing to efficient resource management.