Experience

The Instillery

• New Zealand
• Information Technology & Services
• 100 - 200 Employee

• Service Desk Team Leader

  • Apr 2022 - Present

  • Managing a team of L1, L2 support engineers across Auckland and Wellington• Being the technical point of escalation for the team and wider business• Daily review of triage, workload and service delivery by the managed resources• Daily/weekly/monthly review of team performance/SLA reports and providing adequate feedback to the team• Mentoring direct reports by regular one on one catchups and fortnightly team workshops• Working with the wider business to improve the internal process and documentation• Working with service delivery team to make sure service levels are satisfactorily met• Part of the customer onboarding team to ensure the successful delivery of the customers/projects in BAU• Regular correspondence with the SLT team to provide analytics, oversee managed services revenue and discuss strategies• Seconded as acting service desk manager and managed direct reports of 26 engineers for a period of time

• Field Services Engineer

  • Dec 2019 - May 2022

  • Managing escalated BAU incident, problem and proactive tickets/alerts onsite along with attending user requests based on ITIL framework• Managing business critical hardware such as server hosts, storage, printers, firewall, switches, access points, phone systems, backup systems, UPS in all production, DR and UAT environment• Administrating active directory/group policies, MS Exchange, Office 365 user and device management/security, MSSQL DB, MS teams, SharePoint, Gsuite, Intune, IBM MDM• Securing endpoints by configuring and deploying antivirus solutions such as ESET, Sophos, Trend, Crowdstrike, MS ATP• Troubleshoot and administer internally developed and LOB applications with assistance from different vendors• Creating and deploying application packages and patches on different environment when required• Configuring alerts, monitoring, and working to resolve any escalated issue proactively to provide a strong dependability for clients• Building and deploying new physical and virtual hardware such as physical thick/thin client, VDIs, virtual/physical servers when required• Managing and troubleshooting remote accesses such as VMware, Citrix, MS remote desktop, Forticlient, Zscaler• Assisting internal teams to deliver the projects/deployment in timely manner• Mentoring new field engineers/senior support engineers to have them excelled in their role

• Service Desk Analyst

  • Sep 2019 - Nov 2019

  The Instillery merged with Origin IT



Origin IT

• New Zealand
• Information Technology & Services
• 1 - 100 Employee

• Support Engineer

  • Nov 2018 - Sep 2019

  • Being the 1st point of user communication via phone, email, in house for any helpdesk issues, requests • Administering windows active directory, on prem and hybrid exchange along with Office 365 user management • Creating and deploying group policies for user administration and software/hardware deployment • Providing adequate email security by monitoring email transports and resolving issues where required • Windows and Mac user device build and setup along with setting up mobile devices when needed • Using scripting when needed for resolving issues and/or making changes faster and efficiently • Mentoring new support engineers to help them settle in the role



iiNet

• Australia
• Telecommunications
• 500 - 600 Employee

• Technical Support Analyst

  • Nov 2015 - Aug 2018

  • Demonstrating iiNet products and services to the large base of existing and new customers• Providing extended range of support for users with any technical or billing issue• Performing fault finding procedures for any escalated technical issue• Provisioning new internet services (DSL, Fibre, Satellite, Mobile BB) and handling one stop service until activation • Liaising with other specialized teams and vendor to deliver different iinet services to many residential and business / enterprise customers • Handling customer complaints and taking escalations while working as acting senior technical support analyst

• Acting Senior Technical Support Analyst

  • Jan 2017 - Mar 2017

  I was temporarily seconded as a supervisor of my team. My responsibilities included but were not limited to -• dealing with team's escalated issues• investigating complex-challenging cases of different brands acquired by iiNet• overseeing customer satisfaction feedback via NPS• communicating with different wholesalers to provide the customers one stop service• assuring call quality and dispute resolution by listening to client call recordings • providing adequate floor support to different teams by floorwalking



Subway

• Restaurants
• 700 & Above Employee

• Sandwich Artist

  • Feb 2014 - Oct 2015

  - Customer Service (making subs, wraps, salads etc) - Cash handling - Food Preparation (includes baking breads, cookies) - Coffee making - Cleaning - Closings - Customer Service (making subs, wraps, salads etc) - Cash handling - Food Preparation (includes baking breads, cookies) - Coffee making - Cleaning - Closings



Private Tutor

• Dhaka, Bangladesh

• Science Tutor

  • Jun 2011 - Nov 2013