Malik Rashid Ahmad

Senior IT Support Engineer and IT Operations Specialist with 15+ years of hands-on experience supporting business-critical applications, servers, databases, infrastructure, and end users in mission-critical, SLA-driven environments. Experienced in L2/L3 technical support, incident and problem management, root-cause analysis, escalation handling, system recovery, and operational troubleshooting. Strong practical expertise in Windows Server, Linux, VMware, Docker, server and virtual machine deployment, backup and disaster recovery, availability monitoring, and infrastructure support. Skilled in troubleshooting MySQL and PostgreSQL databases, REST APIs, middleware, application interfaces, data-processing workflows, and complex integration issues. Experienced in supporting healthcare and enterprise environments, including HIS, clinical applications, healthcare workflows, HL7 v2 interfaces, Mirth Connect middleware, DICOM/PACS systems, and integrations between business and medical systems. Proven ability to investigate technical problems across applications, databases, servers, APIs, networks, and third-party systems and convert findings into practical solutions. ITIL 4 certified with strong knowledge of service delivery, SLA management, change management, documentation, knowledge-base development, and structured incident resolution. Also experienced with Python, JavaScript, TypeScript, Node.js, PHP, and PowerShell for scripting, automation, troubleshooting, and operational improvements. Comfortable working independently in remote environments and across time zones, while communicating effectively with users, vendors, technical teams, and management. Strong analytical and problem-solving skills, with a focus on system reliability, service continuity, efficient troubleshooting, and continuous improvement.