Customer Service Technical Support

Shawon Chowdhury

***-** *** * ******** Ave, Jamaica, NYC 11435 Tel: 347-***-****

********@*****.***

Systems Analyst

Solution focused, certified professional with 4+ years’ experience providing rapid and client-focused IT

analysis, training & support to a diverse user group. Demonstrated capacity to identify root causes and direct

users to lasting resolutions. Adept at articulating complex technical concepts to users of varying technical

understanding. Well versed in a variety of common operating systems, applications and hardware with a proven

ability to master new tools and technology quickly. Outstanding interpersonal strengths with an attitude of

excellence.

Highlights of IT Skills

• LAN/WAN Configuration • Technical Support • Patches & Updates Deployment

• Project Management • Systems Installation, • Training & Mentoring

• Workflow Planning • Basic SQL & VB Scripting

Configuration & Upgrading

• Security Solutions

• Productivity Improvement • Windows Word, Excel,

• HP Quality Center,

• Windows XP,Vista,7,8, Server Powerpoint, OutLook,

LoadRunner, JIRA, Symantec OpenOffice,Norton & Mcaffe

2003, Ubuntu, Linux RedHat

Ghost, Visio, Remedy Firewall

4.5,SQL Server 2005, VMWare

Professional Experience:

Epic Properties Ltd

Jan 2011 – Aug 2013

Systems Analyst

Undertook business analysis, systems development and user readiness activities related to sustainment and project

implementations. Collaborated in the development of effective information systems which facilitate the availability of

data, decision support, collaboration, and access to information. Provided input to business planning and direction in

identifying opportunities, risks and impacts.

Key Responsibilities:

• Assisted the Enterprise Admin to develop and maintain IT policies, data standards and best practices.

• Provided systems administration support for Windows systems including server and workstation upgrades, backup

and disaster recovery monitoring, user account setup and security administration.

• Performed regular system backups and recovery procedures, closely following SOPs to ensure system security.

• Prepare detailed test plans, acceptance criteria, test scenarios and test cases for each project.

• Perform system, unit, acceptance, regression, load and functional/performance testing on web and custom

applications using manual testing methods.

Shawon Chowdhury

Digimerge Technologies, Toronto, Canada Feb 2010 – Dec 2010

Systems Support Specialist

Consulted with client companies to provide Networked CCTV/DVR solutions along with strategic planning and project

leadership over systems integration, configuration, administration, upgrades, training and troubleshooting initiatives.

Provided technical/network support for 100+ field technicians conducting CCTV, DVR & Access Control System

integration at client premises. Prioritized service requests and expediently resolve trouble tickets to maximize system

uptime.

Key Responsibilities:

Handle inquiries regarding proprietary system/client software and hardware operation to resolve technical

issues.

Participate in project- feasibility studies and workflow-analysis.

Provide technical recommendations and quotations on various CCTV, DVR and Control Systems.

Ensure timely resolution of critical network issues: LAN/WAN, TCP/IP, DHCP setup, port forwarding,

DDNS, DVR & Router configuration and optimization.

Participate in Bench Testing and Defect -Tracking of prototype units.

Interact with the product and logistics management teams and provide product feedback and market

information.

Develop technical manuals and SOPs for both internal & external clients and process Return Authorization.

Clearwire Inc, Toronto, Canada Nov 2009 - Jan 2010

Technical Support Specialist

Assisted a diverse set of clients resolving software and hardware issues related WiiMax internet service.

Ensured quick resolution of user concerns and escalated more complex issue to the senior specialist or field

service engineers.

Key Achievements:

• Reduced user call-back by 35% through accurate assessment of root causes of technical issue and consistent

implementation of appropriate solutions.

• Earned Employee of the Month award for Comprehensive Technical Knowledge and Outstanding Customer

Service in Jan 2010.

Shawon Chowdhury

Volt Inc, Toronto, Canada Aug 2008 Mar 2009

Product Support Specialist (Apple Inc)

Provided technical product support to Apple Inc’s clients and other field users for assigned applications, employing a

high degree of customer service, technical expertise and timeliness. Applied a variety of techniques for trouble shooting

and resolving problems; escalates event tickets as necessary to infrastructure centers of excellence or to IT suppliers

responsible for maintenance or support. Handled service requests for desktops, portables, network, security and Apple’s

3G handheld devices. Responded in accordance with established Service Levels based on priority of the ticket.

Teletech, London, Canada Feb 2008- July 2008

Technical Support Associate (Verizon)

Create and maintain Remedy Ticket Management system for all incoming and outgoing correspondence. Provide

technical support related to: DHCP, TCP/IP, DNS, HTTP, TLS/SSL, IMAP4, POP3, SMTP, and PPPoE & PPoA.

Configure various PC hardware and software for optimum DSL performance. Performed installation walkthroughs for

Cisco & Nortel based routers, switches, hubs, modems and various other pc and handheld peripherals. Communicated

with service centers and associates as required to resolve/escalate technical issues. Configure/Troubleshoot Outlook

Express and Lotus Domino. Process Return Authorization on defective equipment.

Education & Training

Bachelor in Business & Applied I.T (Honors, 2008)

University of Windsor, Windsor, Canada

Professional Training:

• Tier 2 Helpdesk Boot Camp by Apple Inc on 3G handheld Product Support.

• ADSL Broadband Training by Verizon Inc.

• Actively pursuing MCITP and CCNA certifications.

Contact this candidate