WORK EXPERIENCE
Technical Advisor
Sherweb, Canada
March 2024 – May 2025
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Managed 100+ service tickets per month, maintaining a 98% user satisfaction score from over 500 users.
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Monitored Azure systems using Service Health and Log Analytics; escalated 10+ critical security issues.
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Diagnosed packet loss and network errors via Wireshark and Fiddler, improving connectivity for 300+ users.
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Delivered high-quality support across 1,200 interactions; awarded “Employee of the Month” three times
System Administrator
Cluster Village , Canada
January 2022 – June 2023
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Administered Active Directory for 150+ users; created and managed over 300 user accounts.
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Installed and maintained virtualization & web servers (WAMP, Tomcat, IIS, vSphere, ESXi).
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Conducted vulnerability assessments with 50+ tests ensuring 100% security compliance.
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Implemented Conditional Access & MFA; reduced unauthorized access incidents by 40%
Technical Support Representative
Greenland Group, Bangladesh
February 2021 – August 2021
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Delivered IT support via chat, email, and phone; reduced resolution time by 30%.
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Resolved software and network issues using root cause analysis and diagnostic tools.
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Authored 20+ technical documents including SOPs and configuration guides.
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Analyzed incident trends using Excel and SharePoint, improving system performance visibility by 70%.