Customer Support Service
Resume:
S M MUNNA
I am a green card holder of the United States of America. Extensive background in customer service and experience. Achieving a dynamic and challenging job where I can utilize my interpersonal skills, creativity and learning experience to develop my career as well as to contribute to the welfare of the organization and the country. To get success I want to work persistently and be ready to dedicate myself.
Education:
Secondary School Certificate (SSC)
Arpara Islamia High School, Gopalganj, Bangladesh
Group: Science.
GPA 4.50 out of 5.00 scales
Passing Year: 2006
HIGH SCHOOL DIPLOMA (HSC)
Higher Secondary School Certificate
Dhanmondi Ideal College, Central Road-Dhaka.
Group: Science
Passing year: 2008
GPA 4.20 out of 5.00 scales
Bachelor's Degree
B.Sc. in Electronics and Telecommunication Engineering (ETE)
East West University of Bangladesh
CGPA 3.50 out of 4.00 scales
passing year: 08/2013.
Experiences:
The City Bank Limited, Dhaka-Bangladesh
Designation: Sr. Officer, Technical Support Team
Department: IT Operations.
Duration: January 17,2018 to January 18, 2023
Responsibilities:
>Configure the pc as per user requirement.
>Application software install and configure.
>Diagnosis hardware, software & network problem and taking necessary action.
>Handling customer issue through helpdesk, phone call and mail and queries resolved
on time.
>Provide support of remote access
>Inventory Maintain
>Domain ID creation/delete, user group add/modify through Active Directory
>Install antivirus & SCCM agent with proper module.
>Troubleshooting outlook mail of user.
>Manage KMS server for windows and office activation
>Windows Security Patch Update
>Manage McAfee ePolicy Orchester to ensure Antivirus Version update
USB block/unblock of us.
>Email id setup and office upgradation
>user password reset/unlock & add-modify user group info.
>Printer, scanner setup and Troubleshooting
>User mail setup and troubleshoot.
Public Expenditure Management Strengthening Program (Finance Division,
Ministry of Finance)
Designation: Jr. IT Consultant
Department: Finance Division
Company Location: UCEP Cheyne Tower (2nd Floor),25 Segunbagicha,
Duration: June 14, 2017, to 12 December 2017.
Job Nature: Contractual
Responsibilities:
#Remote troubleshooting through Team Viewer, Amy Admin, Ultra Viewer and Any Desk.
# Existing software upgradation, preventive maintenance, troubleshooting to different CAO, DCA and DAO
#Handling Customer issue and giving technical solution
Level3 Carrier Limited (IIG)
Designation: Support Engineer.
Department: Network Operation Centre (NOC).
Duration: October 1, 2013, to May 31, 2017.
Responsibilities:
#Monitoring Iplc/ITC bandwidth usages and connectivity by ping monitoring and PRTG Graph.
# Network fault handling and escalation.
#Trouble ticketing.
#Coordinate with different Telco Operators and ISP and upstream.
#Troubleshooting various networking problems.
#Transmission Network Implementation.
#Handling client problems over the phone and giving technical solutions.
#Wireless router setup (TP-link, Net gear).
#POP maintenance.
153-20 109th Road
Jamaica, NY 11433
adwnyo@r.postjobfree.com
SKILLS & Knowledge
Computer skills:
>Windows Operating System, MS Office Product
>Installation & troubleshooting software, hardware issue, configure router, switch.
>Sound knowledge Networking fundamental TCP/IP addressing, IP subnetting, LAN/WAN, VLAN, VPN
>Customer Support
>Strong interpersonal, analytical,
Communication & writing skills.
Languages:
English, Bangla
Permanent Resident of NY
Certification:
Cisco Certified Network Associate
Cisco ID No: CSCO13720647
Date: March 10,2021
Valid: March 10,2024
Contact this candidate