Open To Work
Muntasir Billah
IT Support Engineering Professional
Dhaka,13
Summary
Results-driven IT Support and System Engineering professional with five years of experience in network planning, helpdesk support, and system performance evaluation. Led projects in CCTV planning, attendance system automation, and networking management while enhancing security protocols and optimizing infrastructure. Skilled in configuring DVR and CCTV systems and administering Windows and Linux servers, with a focus on troubleshooting complex issues to streamline operations and improve productivity.
Overview
1
1
Language
5
5
Certifications
6
6
years of professional experience
Work History
IT Officer
T.K Group of Industries
Dhaka, Dhaka
08.2022 - Current
- Conducted training sessions on software applications, improving user proficiency across departments.
- Monitored and analyzed system performance using advanced tools leading to continuous improvements in operational efficiencies.
- Optimized website performance and user experience by updating content, design, and functionality elements regularly.
- Mentored junior IT staff members to improve their technical skills and enhance team performance.
- Managed wireless networks including setup, configuration and optimization resulting in consistent connectivity throughout facilities.
- Established effective communication channels between technology teams ensuring seamless collaboration during project execution.
- Streamlined company''s data storage process through the implementation of cloud-based solutions.
- Ensured smooth operation of critical systems by performing routine backups and disaster recovery planning.
- Improved system efficiency by implementing new software and conducting regular maintenance.
- Trained employees on various software programs to optimize their usage and increase overall productivity levels within the organization.
- Maintained a high level of customer satisfaction with prompt issue resolution and proactive system maintenance.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
- Oversaw IT department operations and training.
- Interacted and negotiated with vendors, outsourcers and contractors to secure products and services.
- Demonstrated familiarity with latest hardware, software and networking technology.
- Built, repaired and installed computer-related hardware based on deployment procedures.
- Created and terminated user's accounts from start to finish in business applications.
- Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues.
- Understood key product management roadmap objectives and requirements to develop product technology strategy.
- Implemented and maintained technology and software budget.
- Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Coordinated secure system access of users to various department systems and platforms.
- Wrote strategic business plans outlining need for departmental information technology resources.
Support Engineer
3NET Technology
Chittagong, Chittagong
02.2020 - 03.2022
- Provided technical support for software and hardware issues, ensuring prompt resolution for client inquiries.
- Streamlined troubleshooting processes, enhancing response times and customer satisfaction ratings.
- Collaborated with cross-functional teams to identify and implement system improvements and updates.
- Mentored junior support engineers, fostering skill development and knowledge sharing within the team.
- Developed training materials for staff on new technologies and best practices in technical support.
- Analyzed customer feedback to inform product enhancements, leading to increased user engagement.
- Led initiatives to automate routine support tasks, improving efficiency in service delivery operations.
- Conducted regular system audits to maintain compliance with industry standards and improve performance metrics.
- Ensured compliance with industry best practices and company policies throughout all support activities undertaken by the team.
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Collaborated with outside departments to implement system-wide improvements.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Increased client retention by building trust through excellent communication skills and timely issue resolution.
- Implemented automation tools to streamline workflows, reducing manual tasks and increasing productivity within the support team.
- Streamlined support processes by creating detailed documentation and knowledge base articles for common issues.
- Managed multiple projects simultaneously, staying organized and meeting deadlines consistently.
- Enhanced system performance for clients through proactive monitoring and troubleshooting of technical issues.
- Reduced response times by prioritizing urgent requests and escalating issues when necessary.
- Installed and maintained hardware and computer peripherals to store tangible components.
- Connected to computer of client using remote link to install programs and applications.
- Advanced client understanding of product capabilities by crafting clear and concise user guides, fostering increased adoption rates and overall satisfaction.
- Collaborated with cross-functional teams to resolve complex problems, ensuring seamless system operations.
- Upgraded operating systems and computer software to perform compatibility with programs.
- Patched software and installed new versions to eliminate security problems and protect data.
- Developed strong relationships with key clients, acting as their primary point of contact for all technical concerns.
- Contributed to the growth of the support team by participating in the hiring process and mentoring new hires.
- Authored comprehensive reports on trends observed in customer inquiries, offering insights into potential product improvements or additional services offerings.
- Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
- Executed routine maintenance activities on systems infrastructure, preventing potential downtime scenarios while minimizing impact on customers'' daily operations.
- Enhanced team productivity by implementing new ticketing system that streamlined support queries.
- Designed custom solutions for high-value clients, ensuring client retention and satisfaction.
- Resolved complex customer issues, leading to increase in customer satisfaction scores.
- Coordinated with vendors to ensure timely delivery of hardware replacements, reducing system downtime.
- Assisted in migration of support systems to cloud, improving scalability and reliability.
Education
B.Sc. - Electronics & Telecommunication
International Islamic University
ChittagongBachelor of Science - Computer Science
University of The People
CA,USA 04.2001 -
Skills
Azure cloud
Cloud computing proficiency
CentOS 7 system management
RedHat Linux
Oracle Linux management
Windows Server 2022
Cisco network switching
Intune administration
ServiceNow administration
SolarWinds monitoring
McAfee Endpoint Security
Network cabling
Analytical problem solving
Strategic planning
Team leadership
Written communication
Certification
MTCNA (Mikrotik Certified Network Associate),2024
Timeline
IT Officer
T.K Group of Industries
08.2022 - Current
Support Engineer
3NET Technology
02.2020 - 03.2022
Bachelor of Science - Computer Science
University of The People
04.2001 -
B.Sc. - Electronics & Telecommunication
International Islamic University
Training & Course
- CCNA by New Horizons CLC
- Linux System Administration by New Horizons CLC
- VMware Administration by VMware Academy
- AWS Solutions Architect by Azzda Technologies
- VM fundamental for beginners by VMWare India
Area of Expertise
- Network Planning & Development
- Break-fix Desktop PC
- System Performance Evaluation
- CCTV Project Planning & Implementation
- Attendance System Automation
- Project Management
- Networking Project Execution
- System Maintenance & Evaluation
- Security Protocol Enhancement
- Infrastructure Optimization
- Cabling and rack management
- DVR & CCTV management
- Server Monitoring & Maintenance
- Cloud architecture