Mahabub ALAM Sikder

MS 365 Service Desk AnalystFreelance / Project

• Job Details:Working with MS 365 Migration Project (upgrade and configure user’s mobile devices) using Azure (Microsoft Endpoint Manager Admin Center) tools.

System Support TechnicianFull Time

• Job Details:1. Provide 1st & 2nd line technical support to 3 different BT domain (In-house and offshore users) via phone, walk-ups, email and via ITSM portals (Gemini & Remedy). 2. Identifying and taking ownership of all IT related problems on a daily basis, from in-house software such as AXIS to hardware, laptops, PCs, and Printers, and working through issues until resolutions are found or passed on for further investigations by the 3rd level support. 3. Monitoring and carrying out Daily, Weekly, and monthly checks via EMC Networker v9.1.0, SCCM2012- Configuration and Operation manager (VM host Load), Aircon (Cisco-Linksys wireless internet camera), CCTV backup, Splunk, Zabbix, Net2 Door Access control, Avaya, CMS Supervisor R17.Tiger2020/ Impact360-Hypnos, WhatsUp, Octopus Deploy (Web deployment tools). 4. Updating and Creating SharePoint articles to ensure information and knowledge base is kept up to date and shared amongst the team. 5. Performing of Windows 10 Rollout project – in a team, deployed Windows 10 over 300 users. 6. Manage and maintain IS assets, network, contacts and service contracts inventory via SharePoint 7. The first point of contact for website and infrastructure affecting issues and monitoring the performance and capacity of the IT Infrastructure including response, investigation, escalation and resolution of incidents. 8. Provide 1st line support for Enterprise applications including Oracle Service Cloud/RSA Security Console/Creative Cloud/Equinity Selector / Salesforce /Config Editor/ Citrix App Center and escalating incidents and liaising with third party support where appropriate. 9. Creation and deletion of user’s accounts across multiple systems including ID card and building access. 10. Support ‘’In-house’’ Applications such as Microsoft Dynamic AX 2009 (an ERP tool) Sales order / Purchase order and stock fixes and monitoring the alerts. 11. Configure and deploy PC/laptop/telephony/ Citrix thin client Hardware and Software’s to the end users. 12. Maintenance of files and records for auditing purposes and the ability to create clear, understandable technical documentation for the benefit of our team and customers. 13. Monitoring various alerts on the systems including Comms rooms and act accordingly within the company procedures.

Desktop and Infrastructure Support (Data Center Operations)Full Time

• Job Details:1. Maintain, monitor and support the datacentre infrastructure estate that operates to a 24/7 SLA using StruxureWave Data Center Expert 7.2.1. 2. Technical support of Data Centre facilities including hardware installation and configuration. 3. Provide infrastructure support for solution implementation projects using DCIM – Data Center Infrastructure Management tools (nlyte Software v 6.3). 4. Maintaining the integrity, quality and reliability of systems (WAN/LAN Infrastructure, Servers, Operating Systems, Storage and Telecommunications). 5. Manages and coordinates tape library, SAN Storage, Router, Firewall and Switch administration. 6. Liaising with off-site tape storage vendor and 3rd party Technical support and also coordinates the installation and maintenance of computer equipment with staff or outside vendors. 7. Plan and perform installation, movement and decommissions of hardware within the raised floor environment and also work closely with Ops LAN, WAN, UNIX, and AS400 & Ops RDS teams. 8. Print Badges using Pro-Watch3 for the Clients and Visitors within the organisations (Including UK & Europe). 9. Closet Tracker (Site Closet Stock inventory) - Take care Datacentre Asset Management with regular updating Closet Tracker Spreadsheet. 10. Communicate with the users & dealing about their Issues, request, work order that raised via BMC Remedy within the SLA.