Ahmed Mady
Hanover Park
Summary
Dedicated and detail-oriented IT Technician with hands-on experience in imaging, hardware repair, and server configuration at ACP CreativIT. Recognized for creating and maintaining internal technical documentation and improving deployment workflows. Skilled in troubleshooting, process standardization, and maintaining high-quality standards under tight deadlines. Currently pursuing the CCNA certification to strengthen networking expertise and advance into a Tier 2 Technical Support role.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Computer Technician
ACPCreativIT
03.2025 - Current
- Configure, image, and deploy enterprise-grade desktops, laptops, and point-of-sale systems (HP FlexPro, Engage Go, MP9) following customer build standards and imaging procedures.
- Perform advanced hardware diagnostics and repairs on desktops, laptops, and servers, including RAM, SSD, PSU, and motherboard replacements.
- Lead the Juniper switch configuration and quality control project, standardizing network configurations and ensuring firmware and port consistency across client environments.
- Created and standardized technical documentation for imaging workflows, quality control checklists, and deployment procedures to improve team consistency and onboarding.
- Execute operating system installations, BIOS/UEFI updates, and software deployment through MDT, PXE, and HP Image Assistant.
- Maintain detailed asset tracking and serial number documentation using NetSuite.
- Utilize ConnectWise for ticket creation, escalation, and SLA tracking while collaborating with sales and professional services teams to meet customer deadlines.
- Ensure quality control through proactive validation of imaging results, preventing post-deployment issues and minimizing rework.
- Contribute to internal process improvements and participate in certification training to expand expertise in networking and infrastructure support.
- Configure and test server systems, applying BIOS/UEFI updates, RAID setup, and OS installations to meet client specifications.
Customer Care Supervisor
Ventegra
06.2022 - 06.2024
- Led a team of 40 support specialists, overseeing ticket management, performance tracking, and customer escalation resolution.
- Collaborated with IT and operations teams to enhance troubleshooting workflows and align support processes with organizational goals.
- Created internal documentation and training materials to standardize responses and reduce resolution times.
- Streamlined reporting and SLA tracking, improving response time and team productivity by 20%.
- Spearheaded a department-wide process improvement initiative, introducing an Excel-based note tracking system adopted by multiple departments, reducing error rates and improving team productivity.
Education
Bachelor of Science - Neuroscience
University of Illinois At Chicago
Chicago, ILSkills
- Imaging & Deployment: MDT, PXE, HP Image Assistant, BIOS/UEFI configuration, Windows imaging automation
- Hardware & Server Repair: Motherboard, PSU, RAM, SSD replacement; diagnostics; RAID setup; firmware and driver updates
- Networking: Exposure to Juniper switch configuration, basic IP troubleshooting, and network testing
- Operating Systems: Windows 10/11, Windows Server 2022 installation and setup
- Tools & Applications: ConnectWise, NetSuite, Microsoft Office Suite, ticket management, asset tracking
- Documentation & Process: Technical documentation, quality control (QC), process standardization, escalation handling
Certification
- CompTIA A+ – Active
- Cisco Certified Network Associate (CCNA) – Expected December 2025
Timeline
Computer Technician
ACPCreativIT
03.2025 - Current
Customer Care Supervisor
Ventegra
06.2022 - 06.2024
Bachelor of Science - Neuroscience
University of Illinois At Chicago