Project Manager Customer Service

KAZI RAHMAN

***-** ******** ***, *******, NY,**432

Email: ******@*****.***

Cell phone: +1-718-***-****

Summary:

An experienced IT professional with storied skill palette consisting of system administration &

management, documentation, information’s Digitization & organized distribution, IT/web project

management, consulting, qa/qc, data analysis, computer engineering, small group tutoring,

provides structured, analytical thinking. Being familiar with diversity, I have been working with

broadcast, retail, finance, telecom, Internet, non-profit & IT based customer- focused businesses.

I have pursued a Bachelor Degree on Computing & Information System. I am an effective team

player, a fast learner and I respect & work well with people around me.

Specialties:

- Windows, MAC based System Administration & Management with strong technical

support - Desktop platform engineering

- Windows 7 migrations and deployment for large scale environment- VMware virtual

platform deployment/migrations for remote end users, VDI - Technical/desktop support for

financial clients

- Network Hardware, Software Configuration, and Management & Performance

Optimization - IPhone, Blackberry & Android based platform software configuration &

upgrades- Computer hardware Inventory management

- System analysis, Development Methodologies, Team Management - Project qa/qc,

documentation, planning, Data analysis, editing, mentoring- Web application profiling,

optimizing and deployment

- Client side Interactions, on site/ remote including day-to-day executive level support.

Works Experience:

IT/Technical Support Specialist

Al Jazeera America https://america.aljazeera.com July, 2013 - Present

Currently I am working with Al Jazeera America as an IT/Technical Support Specialist, which is

a core part of the IT/Engineering team at Al Jazeera America. The day to day responsibilities are

ensuring all users are receiving outstanding IT support and making sure all IT allied incidents

have been resolved in the timely and most efficient manner. I am also actively involved and

engaged myself for any technical/IT, high priority projects which have significant impact for our

IT team and all users in Al Jazeera America. I have enthusiastically trained new hires and fellow

team members for IT Helpdesk. I have not limit myself within the IT support team only, So I am

dynamically engaged and always willing to deal with solving problems in broadcast/system

engineering areas which is always critical for the company.

Technical Support Analyst

Deutsche Bank, NY https://www.db.com March 2013 – June 2013

I started as a technical support Analyst for Windows 7 migration project at Deutsche bank, NY.

My core responsibilities included provisioning new desktop/laptop with windows 7 on both

physical workstation and VMware virtual server platform. Backing up, restore user’s data. Install,

configure all the software’s, applications and hardware’s for end users including global banking,

trading floor, and technology. Ensuring users have smooth migration during that transition.

Support newly migrated windows 7 users for any application issues such as Lotus notes,

Outlooks, MS office, Hummingbird exceed, Citrix, Oracle client, putty, Toad, Ben forecasting,

SQL over the telephone, remote assistance and onsite visit. Collaborate and assist other windows

7 team members in different geographic locations of deutsche bank with any escalations and

issues provisioning windows and deploying applications.

Desktop support

Amneal Pharmaceuticals http://www.amneal.com June 2011 – Feb 2013

Provided desktop/IT support for 300+ users over the telephone, conference call, remote desktop

and on site when needed. Deploy and configure new hardware’s and workstations for

pharmaceutical labs and researchers over 3 different locations in NY and New Jersey. Installing

and troubleshooting software applications within the pharmaceutical environment and setting up

email accounts (outlook) and required applications for new hires. Providing 1st level

network/internet support for lab users.

IT Consultant

The Hunger Project www.thp.org Oct 2010 – April 2011

Led IT team in support of external consulting & in-house projects, developed 5-member strong

analyst/project management team from scratch by recruitment, training & mentoring; team had

best results among all scout teams within 3 months of inception. The Hunger Project (THP) is a

global, non-profit, strategic organization committed to the sustainable end of world hunger. In

Africa, South Asia and Latin America, THP's Global Office is located in New York, NY. I was

hired for advisory & consulting services for THP Bangladesh branch. Where I was responsible

for creating the project team & training and providing an in depth analysis for creating web &

local network based applications for the country office which is connected to global office at NY.

I was also creating project delivery QC mechanisms, maintaining client interaction, seeking

higher efficiency through targeted task allocation, enhancing talent skills through training &

challenges, anticipating client needs, providing input at contract negotiations, evaluating talent

performance, training, developing & documenting team tactics & procedures.

Technical Support Advisor

PC World/CURRYS, Southampton, UK www.pcworld.co.uk Nov, 2009 - Oct 2010

Build relationships with all business customers, processing their account sales and ensuring that

they have the solutions to all their technology needs. Providing great customer service in all areas

of the store as needed to support colleagues to deliver store profit targets. Providing advice &

information to customers to help find the right product & services to meet their needs. Processing

customer sales and account transactions to build relationships. Ensuring that training and product

knowledge is kept up to date with new procedures and technologies. Resolving customer

technical queries and complaints.

Project Manager

Somewhere in NET LTD, Bangladesh

www.somewherein.net, June 2008 – SEPT 2009

I was promoted as a Project Manager role to support the corporate & online community users and

companies day-to-day project operations and coordinate with all the project team leaders. The

core responsibilities included planning new product development and setting up strategy to

execute the product in market, then following up with the Research & Development team for

user’s feedback and participating in technical decisions. Besides this, I was actively involved with

solving online user’s queries and working with development team to resolve user’s issues.

Analyst Programmer

Somewhere in NET LTD, Bangladesh

www.somewherein.net

July 2007 – May 2008

I started as an Analyst Programmer and become a part of one of very first agile software R&D

team in Bangladesh where we have built the first online classified advertisement portal for the

local market. I have built the core modules for mobile based applications of the online version &

have contributed into many other core modules during product development phase. I was also

responsible to write & manage the project documentations & keep it up to date along with the

development.

Technical Support Engineer

DIGITAL ONLINE

http://www.digitalonlinebd.net/

Feb 2005 – April 2007

I have worked in maintenance & engineering team. The key responsibilities included configuring

companies Internet infrastructure to expand the Internet user base. Support users having technical

difficulties, communicating & working with engineering team while upgrading network &

providing day-to-day support to all team members to ensure consistent user experience. Leading a

team of Customer Care Assistance. Providing technical support to replenishment and

merchandising team. I have also worked with an internal data analysis & software team for about

6 months to upgrade an existing system for managing the stocks and customers data.

Education:

Bsc Hons in Computing & Information System (CIS), London Metropolitan University.

INTERNATIONAL ADVANCED DIPLOMA IN COMPUTER STUDIES (IADCS)

INTERNATIONAL DIPLOMA IN COMPUTER STUDIES (IDCS)

Roll of honor achieved for the highest score in IDCS (International Diploma in Computer

Studies) with best Student award under NCC, UK.

Certifications:

A+ Certified (Comptia) Microsoft Certified Professional (MCP)

Technical skills

Have in-depth knowledge of Installing, administering Windows, Linux, and Mac based system. -

Configuring, troubleshooting & operating both Apple MAC and Windows PC Platform. -

Administering active directory, group policy, knowledge of LAN with troubleshooting network

devices. - Skilled at maintaining, managing software & tools for MAC and PC. - Microsoft &

Apple office suites (Word, Excel, Access, Power point, outlook express & share point) - Familiar

with applications/software over Internet & configuring them for end users. - Desktop data

imaging for large scale deployment- Installing and configuring business applications such as

hummingbird exceed, Bloomberg data, Citrix, oracle client, SQL server

Interests:

Computer Technologies, Mobile Apps, Reading, team management, leadership, explores

new technologies & applications.

References:

(Will be provided upon request)

Contact this candidate