TOUHID ALAM

** ******* ******, ** *****

Mobile: 1-949-***-****

Email: ac188v@r.postjobfree.com

Experienced Information Technology professional with demonstrated skills in delivering services and supports to customers in alignment with business needs. Experienced in IT data analytics, custom reporting, customer support, and technical support, business analysis in Financial and Shipping industries.

EDUCATION

Master of Science in Information Systems, 2017

Manchester Metropolitan University, Manchester, United Kingdom

Master of Science in Engineering Management, 2012

Coventry University, Coventry, United Kingdom.

Bachelor of Science in Electronics and Communication Engineering,2010

BRAC University – Dhaka, Bangladesh

WORK EXPERIENCE

McGraw-Hill Education (ALEKS), CA (July 2017- Present)

Application Support

Member of a fast-paced application support department providing exceptional support to end users such as individual user, K-12 students, Higher education students, parents and professors. Responsibilities include:

Dealing with Math Connect software and ALEKS software of McGraw Hill Education to provide software support to education sector.

Troubleshooting technical issues / Systems Bug using JIRA software tracking tool and providing guided solution to resolve the problem through Salesforce.com CRM

Escalating difficult cases to senior analysts or support tech and provide resolution in specific timeframe using Salesforce.com CRM.

Analysing technical requirements for ALEKS (MHE) software users and advising on specific requirements for individual machine.

Capita Plc, Manchester, UK (March 2015- Jan 2017)

Strategic Support Specialist

Supported client by developing custom report and data analysis for reported issues. My responsibilities include:

Dealing with Real time Yodel Database, mainly creating and distributing accurate reports using Yodel Business Intelligence Database Management Systems and MS excel ensuring existing policies, standard and guidelines.

Dealing with strategic client report issue, escalation and resolution in most efficient way using emails, tickets, Web reporting, Citrix portal tools.

Troubleshooting computer problems via the telephone & web channels like ticketing system.

Maintaining productivity by answering tickets and resolution to ensure customer SLA.

Resolving issues by coordinating solutions with the Reporting Line Manager for high priority escalation following company internal procedures.

Communicating efficiently with assigned team or function both advance notice and real time, training necessary software while required to new team member assigned.

Essar Enterprise / Experian UK Ltd. (July 2013 – Nov 2014) Manchester

Customer/Technical Support Specialist (UK and Ireland Operations)

Member of a tightly integrated team to provide technical support to customers. Responsibilities include:

Supporting individual credit report and cancellation process along with technical support team using Citrix portal system. Attained complex training on technical support, financial decision-making process, credit building history, and financial association and disassociation reports, default accounts, CCJ, future credit opportunities. As a multilingual, dealt with the issues both (technical and financial) of clients with language barriers

Helping existing clients to build greater confidence and minimize credit deficiency by identifying credit affecting issues and analysing potential solutions.

Analyzing factors affecting consumers credit acceptability, helping them to make best effective financial and purchasing decision.

Stellar Point Ltd. Manchester, UK (Feb 2013 – May 2013)

IT Network Support Specialist

Provided IT support to internal company users including:

IT Infrastructure Support

Local Area Network (LAN) testing of internal cabling to all client machines.

Installing the switch router and establishing modem connections to the PC’s.

Configuring the DHCP server and installing firewalls.

Establishing wireless connections in order to maintain uninterrupted internet facilities.

Configuring the office telephone system to operate via the server using VoIP software and technology.

1st Line Support/CSR

Diagnoses and resolves technical issues that require in-depth analysis, such as application and software problems, takes appropriate action (e,g.; phone call, web chat, ticket, email) identifying technical issues and assisting accordingly or rerouting to the specialist technical offices based in Canada for high priority escalation.

Recording details of my enquiries for future reference and as an aid to service improvement.

Liaising with the management and the team to resolve issues for the smooth running of the office and improvement of the team’s performance.

IT 2nd Line Support/ Tech Maintenance

Maintaining the network system through scheduled tests e.g. LAN testing and connection checks.

Investigating faults and/or loss of performance by analysing and diagnosing faults e.g. checking cabling, routers, software settings, drivers and network adapters etc.

Taking corrective action once the cause of the fault or loss of performance e.g. replacing faulty devices, reinstalling or updating software etc.

TECHNICAL SKILLS

Excellent knowledge and experience in MS Office Suite including Word, Outlook, Excel, Project, PowerPoint, Access. Experienced in Data Analysis, Relational DBMS, SQL, Citrix portal and ticketing system, JIRA (project issue tracking tool), Salesforce.com CRM, Basic Object Oriented Programming (OOP) – HTML, java, Big Data Analysis, Understanding of UML modelling, ER Data modelling, User Interference (UI), SDLC, Project Management methodologies including Agile software development.

Networking skills: Decent understanding of (Dynamic Host Configuration Protocol, Domain Network Server (DNS) routing, switching system, TCP-IP

RESEARCH PROJECTS

Masters Research Project, Department of Engineering and Computing, Coventry University- United Kingdom, Sep 2011-Jan 2012

Investigated sustainable renewable energy resources for powering telecommunication base station in developing countries Bangladesh.

Analysed current power issues in country’s telecom sector and evaluated the best possible renewable solution for its green future based on capital and operational expenditure.

Designed power supply solution using renewable sources along with traditional source for reducing diesel dependency.

The research has been awarded first prize at Biennial Convention of American Association of Bangladeshi Engineers and Architect 2016, Detroit-Michigan and nominated for the publication on its upcoming conference.

Masters Research Project, Department of Computing and Mathematics, Manchester Metropolitan University- United Kingdom, May 2016-Sept. 2016

Performed Investigation on different techniques for mining features of Twitter data on the London Riot Twitter Dataset 2011.

Evaluated text mining of twitter data with various algorithms such as NB, Identified and analysed what fields are convenient and what are less convenient specifically for London riot 2011 twitter dataset, performed structural analysis.

Constructed Data processing through cleaning big data without elimination of mandatory field for ensuring data quality, interpreted and analysed the clean data set in Weka 3.6 data mining software.

References:

1)Hasan Uzun, Applied Research Scientist, ALEKS Corporation (McGraw-Hill Education)

Email: ac188v@r.postjobfree.com

Phone: 714-***-**** X110

2)Mohammed Alam PMP, Sr Project Manager, United Health Group (California)

Email: ac188v@r.postjobfree.com

Phone: +1-949-***-****

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