Reyad Hossain

• Maintain essential IT infrastructure, including operating systems, security tools, applications, servers, email systems, laptops, desktops, software, and hardware

• Manage end-user accounts, permissions, access rights, and storage allocations by best practices regarding privacy, security, and regulatory compliance.

• Responsible for providing regular updates on the progress of each incident, and quickly providing high-quality, creative, and timely solutions professionally while meeting defined customer service goals

• Administration of our SaaS solutions (Manage and support of platforms, including, Office 365, Office Exchange, and Azure Active Directory)

• Install and maintain audio-visual equipment including display devices, projectors, televisions, camera systems, video teleconferencing systems, microphones, and speakers

• The ability to adjust quickly to changing priorities and make sound decisions.

• Independently support assigned client systems, e-mail systems, and workstations through remote access tools, phone/email, & on-site.

• Experienced in managing and securing corporate devices using platforms such as Intune, JAMF, and SCCM.

• Providing L2/3 support face-to-face, over the phone, and via email. Develop, document, and maintain policies, procedures, and associated training plans for core services.

• Experienced in 3CX admin, setting up users, and removing resigned employees.

• Backups & setting up accounts for new users. Constantly improve self-knowledge in the different products via formal and informal training sessions

• Help Desk User assistance and support with computer systems mobile phones, office phones, printers and peripherals –Level 2.
• Experience of deploying and administering Unified Endpoint Management solutions, such as Intune
• Managing devices and deploying software into the company’s devices through SCCM Server.
• Installing and configuring computer hardware, software, systems, networks, printers, and scanners
• Perform configurations, installations, reconfigurations, upgrades and reallocations of Macintosh and windows-based workstations and laptops.
• Analyze and recommend new products, upgrades and services for end users
• User-level hardware and software systems integration and support – Level 2.
• Inventory and asset tagging of computer equipment and peripherals
• Basic network configuration and troubleshooting
• The ability to adjust quickly to changing priorities and make sound decisions
• Setting up accounts for new users, repairing and replacing equipment as necessary
• Testing new technology and training junior staff

• Supporting customers in diagnosing simple and complex faults which include but not limited to Fixed Voice/Broadband technical support across NBN, HFC (Cable) and ADSL.
  
• Taking inbound calls from customers across all OPTUS lines of business and resolve their inquiries through multiple communication channels. Where required, provide outbound call-backs to customers.
• Obtain and record all customer contacts into the database and action cases in line with OPTUS processes.
• Ensure data entry is performed with high accuracy and in line with KPIs.
• Adhere to the team schedule & ensure the set targets are achieved for quality assurance
• Attend all team meetings and other reasonable requirements and duties as necessary for successful operations as directed by the management of OPTUS
• Ensure a safe, healthy, and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.
  
• Complete all necessary training requirements and professional development opportunities, self, and team.

• Responding to IT support requests over the phone, via email and in person.
• Downloading, installing, and configuring software to meet user requirements.
• Analyzing issues and determining the correct software or hardware solution.
• Ensuring correct use of applications, networks, and equipment.
• Maintaining IT documentation including network and user details.
• Fixing hardware issues including replacing equipment and peripherals such as computers, terminals, and routers.
• Ability to prioritize and work efficiently within a fast-paced and fluid environment.
• Testing and updating existing software.
• Escalating advanced IT support cases. Documenting records of actions taken.
• Ensuring the computer network’s optimal performance.
• Strong analytical and problem-solving skills.
• Experience in Citrix / Lotus Notes / Exchange

• Provide Desktop support for software installations, network connection.
• Troubleshooting, desktop re-imaging, MS Office suite support, and desktop hardware setup
• Maintaining and upgrading existing systems as required identifying, investigating, and analyzing business processes, procedures, and work practices.
• Identifying and evaluating inefficiencies and recommending optimal business practices, and system functionality and behavior..
• Conducting regular reviews of systems and generating reports on efficiencies and improvement areas.
• Acting as a central reference and information source, providing guidance and assistance in the system project decision-making process.
• Taking responsibility for deploying functional solutions, such as creating, adopting and implementing system test plans, which ensure acceptable quality and integrity of the system.
• Provide subject matter expertise and resources to install, maintain, configure, IP addressing, configure the router.
• Use ticket tracking system such as IRIS to access assigned tickets, resolve and close them. Using data and process modeling techniques to create clear system specifications for the design and development of system software.
• Write/document detailed troubleshooting results in Knowledge-Based System.
• Generating training credentials, and directing formal training to users. Designing new computer systems and frameworks

• Managing gaming functions, managing TAB functions, monitoring gaming operations for the venue.
• Maintaining compl iance and responsible gaming practices.
• Day to day operations of a busy gaming section.
• Demonstrated solid cash ha ndling proficiency.
• Experience with Point of Sale (POS) and EFTPO and already have TAB basics, TAB AML/CTF, T AB Retail Security Certifications.
• A strong working knowledge and gaming reconciliation procedures.

House-7, Road 2/c, Block-J, Baridhara, Dhaka

• IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• System documentation maintenance and review in ConnectWise
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
• Desktop applications and operating system management.
• Installation, configuration and troubleshooting
• Identify customer optimization and user experience improvements.
• The first point of contact for business customers
• Assists with producing documentation for installation, network topology, and troubleshooting of communications hardware or software.
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security

• Work on communications systems and IT projects as a part of a dynamic team of network troubleshoot and resolve.
• Manage network management programs and prepare network status reports.
• Assist/Support other network related requirements as directed by management.
• Available on-call to assist with trouble tickets as needed
• Manage projects and deliver on time with periodic status reports to management. Manage and coordinate installation of new data services
• Recommend the changes or technology upgrades to address performance, standardization and industry best practices.

• Making sure the branch floor runs smoothly , meet the store's monthly targets and handle budgets, recruit and train staff.
• Check that the products we sell are well displayed, enhanced branch turnover, deal with any inquires, and monitor customer service, making shifts.
• Establish rapport with existing & prospective customers.
• Monitoring the use of machines and terminals within the shop
• Taking responsibility for shop security and for the internal appearance and ambiance of the shop.
• Dealing with the approximately large volume of customers on a daily basis