System Administrator Support Specialist

Shohana Chowdhury

Address: ** ******** **. ********, **, 20164.

Mobile: 571-***-****

E-mail:*******************@*****.***

Date of Birth: 01st January, 1990

Marital status: Married.

Citizenship status: US Citizen.

Language: Fluent in Bangla, English & Hindi. Spanish (still learning) .

Certification:

CompTIA Security+ (Sy0-701). Candidate ID: COMP001022775944

●ITIL Foundation certification in IT Service Management (ITSM). Certificate number: GR671760617SC .

●LINUX(REDHAT-7) from linux pathshala, Dhaka. Certified as a RED HAT CERTIFIED SYSTEM ADMINISTRATOR Red Hat Enterprise Linux 7 (CERTIFICATE NUMBER: 150-211-803)

●Cisco Certified Network Administration (CCNA) from Daffodil International University

Academic Qualification:

•BSc in Electronics and Telecommunications Engineering from Daffodil International University, Dhaka, Bangladesh in 2012, CGPA 3.69 .

Skills & Abilities

Programming & Development: C, Java

Software & Tools: GitHub, Remedy, Jira, Zendesk, Splunk, Arps, Wireshark, SolarWinds Putty, CPMS, Netreo, Splunk, Teblu, slack, Okta.

Cloud & DevOps: Azure, AWS, Google Cloud

Database Systems: Oracle, SQL.

Working Experience:

1.Member Support Specialist - Verifications, ID.me (From April’ 25 to Present)

Conduct inbound video verification calls: Guiding members through the verification process via video chat, ensuring a friendly and professional experience.

Verify member identities: Requesting and validating necessary documentation to confirm member identities.

Address member inquiries: Providing timely and accurate support to members regarding the verification process.

Collaborate with the team: Contributing to the improvement of verification procedures and processes.

Handle sensitive information: Maintaining confidentiality and accuracy when dealing with member data.

2.PSD TNSLink Network Analyst II-Swing shift, Transaction Network Services (From Oct’21 to April’ 25)

•Maintain a “Customer Focus” attitude to ensure customer satisfaction.

•Proactive monitoring of our extensive, global network.

•Speedy restoration of end-point services.

•Take ownership of issues, promptly responding to alarms, alerts and customer raised issues.

•Documenting all issues utilizing the Remedy Ticketing System

•Provide outstanding, clear, consistent and regular communications, with internal and external customers

•Engage and management of 3rd party telco operators to ensure speedy, accurate troubleshooting and resolution

•Engage in additional tasks such as assisting with change control, and supporting other network maintenance activities

•Respond to inquiries from Field Technicians, Tier 1 agents, and clients

•Work with resources to resolve any issues Tier 1 or business to business clients may encounter

•Identify and escalate any issues with products or services that impact customer acceptance, satisfaction or retention

•Maintain familiarity with all products and services offered and clients supported

•Demonstrate an understanding of effective troubleshooting skills and the ability to use them

•Meet assigned goals for calls answered, call length, call quality, resolution time, service level agreements, and utilization

•Review processes and recommend changes to improve the overall effectiveness/efficiencies. Maintain departmental knowledge resources

•Assist with upkeep on training materials and process information for both the Helpdesk and the NOC

•Motivate others and lead by example in a team environment

•Coach, share information, and provide feedback on a consistent basis

•Help team members develop an understanding of competitor products, describe key differentiators, and keep apprised of market trends

•Time management and multitasking abilities

•Reliable and responsible team player

3.Health mitigation monitor, Temporary Solution ( Loudoun County Public Schools) (From Feb’21 to June 21)(Contractual)

•Monitor and assist with enforcing health mitigation strategies.

•Six (6) feet of physical distancing.

•The wearing of face coverings inside the buildings.

•Building signage including entrance signage and signage within and throughout the building are posted and observed.

•Cleaning of high touch surface by custodial teams and hand sensitization stations are in place and maintained.

•Report concerns to school administration for immediate resolution and to Health Mitigation Manager/Supervisor for support.

•Prepare daily reports and survey.

4.Certified Nursing Assistant, Lifematters (From Mar’20 to Mar'21)(Contractual)

•Maintained patient medical records from admission to discharge, following prescribed procedures.

•Coordinated employee/company activities within appropriate budgets.

•Provided telephone support on 12-Line system, relaying information to appropriate personnel.

•Organized computerized inventory of all parts, supplies, and products.

•Maintained inventory of patient chargeable and non-chargeable supplies for the unit.

•Assisted nursing staff with providing patient care as a CNA when needed.

•Created, organized, and set up an information center for manuals and schematics. Result: Better access to needed information, and less time searching for it.

•Provided one-on-one service to patients in a hospital facility.

•Cared for individuals with dementia, Alzheimer's disease, physical disability, those undergoing post-operative recovery and convalescents.

•Took and recorded vital signs such as temperature, blood pressure, pulse and respiration rates, and blood sugar

•Monitored patients' intake of oral medications as directed by physician or nurse, and made notation of time and amount given. Cleaned rooms, changed bed linens, and attended to patients' comfort and cleanliness

•Turned bedfast patients to avoid bedsores or gave enemas, douches, massages, alcohol rubs and compresses.

•Prepared and served food or fed patients needing assistance, and recorded food or liquid intake and output.

5.Online Shopper, Amazon Prime.com (From Apr’20 to Dec'20)(Contractual)

•Communicating & coordinating with clients, understanding their need & serving them.

•Maintaining performance matric.

•Doing survey and Taking care of customers satisfaction.

•Helping other team members to increase their matrices.

•Inventory.

•Reporting.

•Survey.

6.Head of Operation, Greentech Solutions (From Apr’17 to Nov'19)

•Communicating & coordinating with clients, understanding their need & serving them Digital Marketing, Branding, API, Sms marketing, Web Development, Web Application Development services.

•Maintaining liaison with foreign clients & providing the customized ERP software support

•Leading a team of 8 people to develop & execute the company’s business strategies in order to attain the goals of the board and shareholders

•Demonstrating business scenario to the board of Directories & recommending for further growth

•Proposing cost-effective business solution & providing all legal supports with proper documentation

•Monitoring day to days functional activities in the company & evaluating performance of team mates

•Designing & developing company’s policies & legal guidelines aligning with the business goal

•Communicate and maintain trust relationships with shareholders, business partners and authorities.

•Overseeing the company’s financial performance, investments and other business ventures.

•Led the office setup, clients acquisition, client handling, proposal making, follow up, negotiation, order finalization, execution & after sales service for all the existing client

7.Helpdesk Manager, Edison Group (From Sep’16 to Mar’17)

•Providing all necessary customer support for 8 different wings of the company from the helpdesk

•Resolving clients’ & dealers’ problems, & demonstrating the feature of company’s product & service

•Educating client’s about the usage of different hardware & software & database management

•Monitoring Server (Windows & linux), Preparing Network report (Downtime) & Server report

•Initiating & implementing different awareness development programs for clients

•Kept the information system up to date if there is any change & prepared activity report

•Achieved Certificate from Company for Awareness Development Program

8.Manager (NOC in charge), Platinum Communications Ltd. (A concern of Mango Teleservice)

(From Apr’12 to Sep’16)

•Joined in the company as a Jr. Engineer & attained 3 promotions for outstanding performance

•Reviewed quality of work (e.g. tickets accuracy, completion of daily checklist, call monitoring, ticket summaries, prioritization of tickets, work in time, identification of tickets out of SLA) etc

•Identifying HOT Items and drive to resolution, Post mortem tickets & obtain customer feedback.

•Leading the NOC Operations Management and Troubleshooting efficiently & accurately

•Led the Escalations Management work by monitoring the activities of NOC staff; Tier I, II & Technicians

•Generating different types of reports & also training module for the team members

•Worked for Configuration & Maintenance of HUAWEI Soft Switch (Usys-Softx3000), Media Gateway (UMG8900), MUX (OPTIX OSN3500) & Dialogic Soft Switch(CS), Media Gateway(I-Gate Pro), & SGB(I-Gate DSG), SBC. SS7 etc.

•Troubleshoot VOIP and TDM calls related problem & ANS, IGW, ICX & Upstream/Carrier Provisioning.

•Interconnection with International VOIP & TDM carriers, Local Interconnection Exchange Operators & IGW / ICX & ANS ang IPTSP & ICX.

•Analyzing ISUP signaling, SIP signaling with Wire shark, KPI of ACD, ASR, CCR, Fault analysis, Traffic & distribution analysis, Routing analysis & participated in IP auditing (Adding & removing) in ACL.

•Configuration & Maintenance of HUAWEI MUX (OPTIX OSN3500), SDH technology, SNCP protection.

•Configured LAN, VLAN, VTP & Huawei & Cisco Routers, Switches & STP, OSPF, BGP, ACL, VRRP.

•Configured VOS3000. Carrier provisioning & Rate management, Routing, KPI analysis & reporting

•Generated Reports for BTRC, ANS, ICX & Internal traffic summary report on daily, weekly & monthly.

•Maintained traffic distribution ratio file & first hand contact with upstream carrier, ANS, ICX & IGW.

Publication:

•Chowdhury, S., Parvez, Ahammed, S.B., Haque, A.F. and Ali, M.N.B., 2012. Improved Comparative Analysis of Mobile Ad-hoc Network. International Journal of Emerging Technology and Advanced Engineering, 2(8), pp.205-211.

Training:

●10 hours training on “4th National conference on communication and Information security” organized by Daffodil International University.

●05 days training on “Dialogic I-Gate 4000 EDGE and PRO Media Gateway O&M, Dialogic Control Switch System O&M, Dialogic Border Net 4000 session Border Controller” organized by Dialogic, Bangladesh

●05 days training on “Usys-Softx3000, UMG8900, and Optix OSN3500 Transmission MUX basic operation, maintenance & Troubleshooting” organized by HUAWEI, Bangladesh

Skill:

•Proven analytical skills - able to identify and understand trends; able to synthesize and translate results into actionable items

•Ability to create and manage a project plan, timeline, budget and quality of project deliverables both within team and across project partners

•Motivated by the quality of the end-user experience with ability to operate within constraints and make tough choices

•Knowledge of performance measures, quality improvement programs and project management methods

•Ability to listen/observe/acknowledge/lead by example and provide recommendations

•Detail oriented with excellent organizational skills

•Creative ability to think out of the box. Excellent organization skills

•Ability to quickly recognize and analyze irregular data and situations

•Strong knowledge of MS Access, Excel, Visio, and Word

•Strong knowledge of MS-Office with a focus on Excel

Contact this candidate