Network Support Engineer

• Aug 2022 - Present

Information Technology Support Engineer

• Jan 2022 - Aug 2022

Help Desk Support Analyst

• Aug 2020 - Jan 2021

• Installing and configuring PCs, networking devices, peripherals and software on client’s premise • Providing First line support/assistance for our managed services clients through phone, email and remote-control service regarding our services such as Commsrecording (Communication Recording) • Providing technical support for the devices to internal and external stakeholders • Logging all incidents accurately in company internal ticketing system Service Now • Troubleshooting issues thoroughly related to the client’s device and Commsrecording Service • Escalating complex network related problems to senior team members • Performing basic administration tasks (password resets, account creation) according to company standard • Configured hardware for new employees as part of onboarding process

Technical Support - L1

• May 2019 - Jul 2020

My responsibilities include: • Re-establishing Desktop IT Equipments including the networking equipments on clients premise • Testing hardware after successful establishment • Installing and configuring new PCs, networking devices, peripherals and software on client’s premise • Providing First line support/assistance for our managed services clients through phone, email and remote-control service • Providing technical support for the devices • Logging all incidents accurately in company internal ticketing system • Troubleshooting issues thoroughly related to the client’s device during installation • Escalating complex network related problems to senior team members

Presales Engineer & Enterprise Business Support

• Jan 2018 - Feb 2019

Grameenphone (Telenor) is the leading telecom operator with widest network in Bangladesh. My responsibilities include: • Providing necessary IT support to the sales team to ensure a successful sales cycle. • Installing and configuring PCs, networking devices, peripherals and software on the premise of our enterprise customers • Providing first line support/assistance for our managed services clients through phone, email and remote-control service • Logging all incidents accurately in company internal ticketing system as well as communicating time frame with customer • Accompanying with the Strategic Teams to help the clients understand the technical functions of the services provided by Grameenphone across different platforms like Linux, Macintosh, Windows including the mobile platforms such as Android and IOS. • Providing Users with Self-help Articles to Create Signatures and Import/Export CSV files. • Completing other tasks and ad hoc duties as assigned by the Service and Support Manager within given time frame • Conducting regular market visits to figure out customers' needs and opportunities and updating them on the internal Service Management System. • Managing quality assurance programs, including on-site evaluations, internal audits, and customer surveys and generating reports on the Service Management System. • Support the B2B team with new technical ideas and strategies. • Attending phone call regards customers information such as on-going offers • Troubleshooting issue related to the software & hardware services and collecting relevant information before escalating • Identifying and escalating more complex problems or urgent situations to Senior team members • Performing basic administration tasks (password resets, account creation) according to company standard • Emailing customers with a digital link addressing their queries. • Following up with clients to verify optimal customer satisfaction following support engagement and problem resolution