Ahmad Shams Noor
Baridhara DOHS, Dhaka
Summary
Dynamic IT professional with extensive experience at Wunderman Thompson Studios(Software People), specializing in advanced troubleshooting and incident management. Achieved a 20% reduction in ticket resolution time through enhanced support efficiency. Expertise in cross-functional coordination and stakeholder communication, facilitating effective IT infrastructure management and user training initiatives. Career objectives include leveraging technical skills to drive further operational improvements and enhance user experience.
Overview
9
9
years of professional experience
Work History
Sr. Application Support Specialist
Wunderman Thompson Studios (VML)
Dhaka
06.2023 - 01.2025
- Providing first & second level support to end users on a variety of issues through different channel for the User of Dell, Ford, Nestle Employee
- Collaborated with development teams and DevOps to resolve complex technical issues, reducing ticket resolution time by 20%
- Investigating issues to report specific reproducing steps to help development teams in dealing with the solution of the problem
- Following up with product management team and Stakeholders with status of specific issues
- Clarifying end users on functionalities and suggest alternate ways to get the work done if something is not responding as expected
- Solving tickets through Fresh Service and Service now
- O365 admin, Server Management, Zeplin and Miro Administration
- Coordinated with cross-border support teams to ensure global issue resolution
- Adobe Admin Console, Gather Content, Figma Administration
- Okta Administration, MFA and SSO Administration, File Server Application Management
- Account and Application Administration for Wunderman Thompson Global through Index
- Clients' user Management system maintaining and issue troubleshooting
Desktop Support Engineer
Wipro Limited
Dhaka
05.2021 - 05.2023
- Checking H/C status of all the Linux and Windows Servers of Grameenphone
- Grameenphone and Telenor Myanmar Project
- CRM, Grafana, Application Manager, Cacti, USSD, NFVI, CIMS, ERS and etc
- Experience
- Reporting using different kind of Monitoring tools for GP
- Checking status of Network devices
- Providing SD support for GP employees & Solving tickets within the SLA
- Documentation of assets inventory of GP and Incidents for Governance meeting
- ADDS management of GP employees
- Incident Management
- Checking MySQL Database and Reporting
- Checking Backup status and Initiate backups of GP servers
- Monitoring, Checking and Escalating alerts to avoid any kind of major Incident
IT Administrator
Carrefour Global Sourcing
Uttara
10.2020 - 04.2021
- Handling the IT infrastructure
- All ongoing IT projects
- End user support and IT training for users
- Communicate with global IT team for smooth IT operations
- Budget, Procurement, Asset & Vendor Management
- Network and AD monitoring and troubleshooting
IT EXECUTIVE
Taskeater Bangladesh Limited (Quantanite)
Mirpur 14
09.2016 - 08.2020
- Monitor the IT ticketing
- Administrative, End User Laptop, Desktop Support, Antivirus Measures, Network Support, Email, Network Printer Configurations, CCTV & Hardware Support, Hardware & Software Inventory Management
- Manage MS Windows network and give support to more than 850+ users
- Outlook and G-suite Management
- Budget, Procurement, Asset & Vendor Management
- Mikrotik router configuration, AP configuration and maintenance, Network
- Windows server 2012 R2 server monitoring and maintains
- Data Backup and restore management & Monitoring & troubleshooting
System Engineer
Starlink Engineering Limited
Gulshan-1
01.2016 - 08.2016
Education
Bachelor of Science - Electronics and Communication Engineering
BRAC University
Mohakhali01-2015
HSC - Higher Secondary School Certificate
Ideal College
Dhaka01-2009
SSC - Secondary School Certificate
Mohammadpur Govt. High School
Dhaka01-2007
Skills
- Teamwork
- Leadership
- Project Management
- Work under pressure
- MFA Management and SSO Management Admin Console
- GSuite and M365 Admin Management
- Strategic thinking and decision-making
- Advanced Troubleshooting
- ITSM processes and ITIL processes
- IT Infrastructure Management
- Change Management
- Services Management
- Incident Management
- System monitoring tools
- Incident response
- User End Support and User Training
- Asset Management
- Application troubleshooting
- Cross-functional coordination
- Stakeholder communication
- Ticket management
- Application monitoring
- System analysis and network administration
Languages
Bengali
First Language
English
Proficient (C2)
C2
Timeline
Sr. Application Support Specialist
Wunderman Thompson Studios (VML)
06.2023 - 01.2025
Desktop Support Engineer
Wipro Limited
05.2021 - 05.2023
IT Administrator
Carrefour Global Sourcing
10.2020 - 04.2021
IT EXECUTIVE
Taskeater Bangladesh Limited (Quantanite)
09.2016 - 08.2020
System Engineer
Starlink Engineering Limited
01.2016 - 08.2016
Bachelor of Science - Electronics and Communication Engineering
BRAC University
HSC - Higher Secondary School Certificate
Ideal College
SSC - Secondary School Certificate
Mohammadpur Govt. High School
Similar Profiles
Raul ContrerasRaul Contreras
SENIOR ACCOUNTANT at WUNDERMAN THOMPSON - VMLSENIOR ACCOUNTANT at WUNDERMAN THOMPSON - VML
Reed WalkerReed Walker
Analytics Manager, Measurement & Optimization at WPP (Wunderman Thompson | VML)Analytics Manager, Measurement & Optimization at WPP (Wunderman Thompson | VML)
Anastasia FrolovaAnastasia Frolova
Project Manager at Wunderman Thompson-VMLProject Manager at Wunderman Thompson-VML
Tanisha KhondkerTanisha Khondker
Mission Secretary at Embassy of the State of Kuwait in BangladeshMission Secretary at Embassy of the State of Kuwait in Bangladesh
M Asifur RahmanM Asifur Rahman
Senior Software Engineer III at Enosis SolutionsSenior Software Engineer III at Enosis Solutions