Ayesha Ahmed

Senior IT Analyst

Tidal Financial Group

Jul 2024 - Current (2 years)

• Spearheaded the launch of 25+ ETFs on the company website, ensuring seamless functionality, accuracy, and compliance with industry standards. • Managed ETF implementation on WP Engine, including creation of data tables, establishing SFTP connections, and integrating live data feeds to the website. • Designed and implemented internal cybersecurity workflows reducing access-related vulnerabilities. • Leveraged PowerShell scripting to automate administrative tasks, streamline workflows, and ensure operational efficiency. • Served as Exchange Administrator for Microsoft 365 Suite, managing mailboxes, permissions, and system configurations. • Monitored and maintained 50+ Tidal-hosted websites via WP Engine, ensuring uptime and resolving

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Product Support Specialist

Epilogue Systems

Dec 2023 - May 2024 (6 months)

• Delivered end-user support for OPUS (Digital Adoption Platform) using Salesforce ticketing systems. • Collaborated with QA and Customer Success teams to enhance product stability and user adoption. • Conducted regular trend analysis to identify recurring issues and recommend solutions.

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IT Service Center Analyst II

TEKsystems Omron

Apr 2023 - Oct 2023 (7 months)

• Provided L1/L2 technical support to executives and staff, logging incidents in ITSM. • Managed Intune and SCCM policies, ensuring compliance across endpoints. • Worked in a cross-functional environment documenting knowledge transfers and collaborating on ticket system improvement efforts.

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Infrastructure Analyst III

Mindlance Inc M&T Bank

May 2022 - Aug 2022 (4 months)

• Resolved escalated IT help desk tickets and supported system maintenance and performed patching and OS updates. • Ensured security compliance across banking systems; mentored junior analysts.

I.T Support Analyst

Wipro

Sep 2021 - Mar 2022 (7 months)

• Automated ITSM workflows via ServiceNow and Microsoft Intune. • Supported onboarding processes and provided hardware/software troubleshooting.

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Customer Support Representative

CTG IBM

Jun 2021 - Aug 2021 (3 months)

• Delivered chat and phone-based technical support, adhering to SLA requirements. • Use extensive customer service knowledge to understand customer issues and troubleshoot resolutions using established tools, resources, and procedures.

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Technology Specialist - IT Curriculum

TechTree.io

Mar 2020 - May 2021 (1 year 3 months)

• Developed and maintained IT curriculum content aligned with industry standards. • Created learning resources, assessments, and documentation for technical training.

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