Technical Support Engineer

MST.AFSANA YEASMIN

***, ****-** ******, ** Calgary, AB, T2T1C9

403-***-****;***-***-****.******.*******@*******.***

OBJECTIVE

As a Linux Technical Support Analyst with significant computer knowledge and expertise, strong personal qualities, teamwork skills and quick learning ability I can optimize my technical Support skills to contribute to the success of any organization. HIGHLIGHTS OF

QUALIFICATIONS

4 years of experience as an IT-Customer Support

1 year experience as an Assistant Engineer IT

Present experience as an IT Technical Support

Solid analytical, technical, problem-solving and time management skills

Assembling, operation & maintenance of systems including operating system, Software, Hardware, Networking,MySQL Databases.

Hands on experience on operating and supporting virtualized environment e.g. VMware, Citrix, Hyper-V

Strong Experience on the Bank’s core systems, desktop and user applications

Proficient with Active Directory. Creating User Accounts, Resetting Passwords, Inserting and Removing computers / laptops from the Domain

Ability to troubleshoot and diagnose network printing issues.

Proven skills at software installation in a Windows and Linux server and fixing voicer related problem according to clients’ requirements.

Proficient in Microsoft office package including skype for business.

In-depth knowledge about some Windows and Linux server configuration as well as command lines and Directories.

Real life experience in Software and Hardware trouble shooting.

High-level proficiency in providing technical support in an all-hours working environment including mobile computing tools such as apple IOS, Android and Symbian.

Troubleshooting expertise of both UNIX and Windows.

Excellent listening skills and self-motivated, positive attitude and capable to work in a stressful environment.

Proficient in various web browser, accumulating various networking hardware and implement internet connections.

Provide advice and training to users in response to identified difficulties in a weekly office meeting.

Fluent in two languages (English, Bengali).

TECHNICAL SKILLS SUMMARY

Proficient in Microsoft Word, Excel, Outlook, PowerPoint as well as Visio

Excellent skills in managing and maintaining PCS:A+I and A+II

Practical skills in Network+, Security+

Practical experience on configuring windows 7 client OS

Develop advanced skills in configuring windows client operating systems.

Hands on skills in installing; configuring and administering windows server 2012 as well as configuring advanced windows server 2012 services including Linux server administration.

Practical knowledge in internetworking, interconnecting cisco network devices

INDUSTRY CERTIFICATIONS 2016

COMPTIA A+

COMPTIA Network +

COMPTIA Security+

Appearing MCSA (Server Infrastructure)

EDUCATION

Diploma in Network System Administrator 2015-2016

CDI College Business, Technology and Health

Bachelor degree in Computer Science and Engineering 2006 Kushtia University, Bangladesh

EMPLOYMENT HISTORY

IT Technical support

Next Gen Technology; Calgary; Alberta 2016

Installation, operation & maintenance of systems including operating system, Software, Hardware, Networking etc.

Preventative measures against computer viruses and increase awareness among users.

Manage back-ups & windows server 2012

Software Support Engineer

REVE Systems Ltd, Dhaka Office, Bangladesh 2008-2011

Carried out administration of Windows, RHEL and Cent OS including installation, testing, tuning, upgrading and loading patches, and troubleshooting server issues.

Problem Solving: Ability to identify problems, involve others in finding solutions, and conduct the necessary analysis to find the most appropriate solutions.

Technical Expertise: Ability to demonstrate in-depth knowledge and skills in technologies available in client environment. Effectively apply technical knowledge to solve a range of problems. Develops technical solutions to new or highly complex problems that cannot be solved using existing methods or approaches

Documentation: Escalate problems to the higher level using technical strategy and develop sustainable documentation for various troubleshooting.

Prepared Windows Server and Linux server (Selinux, File limit, Firewall, Disk Space, and Setup new IP etc.)

Installed various kind of service in the server (https, ss7, Mobile dialer, Byte saver, NTP, FTP, Web Server (Apache and Tomcat)) DHCP, SMTP, Firewalls.

Captured Network packet for troubleshooting using tcpdump and analyze packet through tcpdump.

Configured Telnet, SSH, Hosting Webpage (NAME BASED HOSTING, IP BASED HOSTING) DNS etc. using Linux OS and windows OS

Installed and administrated MySQL.

Checked server performance (Process, Memory uses and Disk spaces etc.).

Worked with server security (SE Linux and IPTables).

Talked with various clients throughout the world listened to their problem and answered their query.

Responded and provided solutions to technical problem through received mail or support ticket portal.

Collected requirements from clients and coordinated with the Development team.

Assistant Engineer IT,

Sonalibank Limited, Dhaka, Bangladesh 2012

Installation, operation & maintenance of systems including operating system, Software, Hardware, Networking etc. in Head offices as well as Branch offices.

Preventative measures against computer viruses and increase awareness among users.

Trouble shooting of all technical problems of client (long-distance and local) by mail or phone conversations.

Provide technical support on banking software from Head office centrally.

Managing Active Directory in windows server 2012 PROFESSIONAL

DEVELOPMENT

Completed National ICT Internship 2007

Program (6th Batch) from Bangladesh Computer Council

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