Md Raqibul Islam Email & Phone Number

San Francisco, Ca, Us

Palo Alto, California, Us

Palo Alto, Ca, Us

- Developed and maintained strong relationships with global customers, providing consistent updates on open issues and ongoing projects, ensuring high levels of customer satisfaction.- Led escalations at both technical and management levels, resolving complex issues efficiently and minimizing downtime for enterprise customers.- Provided in-depth technical support across Windows, Unix, and Linux environments, specializing in VMware Cloud Foundation and large-scale enterprise deployments.- Expert in PostgreSQL and API integration, proficient in handling JSON and YAML data.- Specialized in L2/L3 networking including routing, VPN setup, load balancing, and firewall management, ensuring robust and secure network infrastructures.- Advanced proficiency with essential Linux/UNIX tools such as awk, sed, grep, vim, curl, tcpdump, systemd, coreutils, dnsutils and many more for system troubleshooting, log analysis, and performance optimization.- Managed SSL certificates using OpenSSL, ensuring secure communications and compliance with industry standards.- Authored and contributed to comprehensive KB articles and technical documentation, providing valuable resources for both customers and internal teams, improving troubleshooting efficiency.- Automated and optimized system processes using Python and Bash scripting, reducing manual workload and increasing operational efficiency.

Palo Alto, Ca, Us

- Progressed from Technical Support Engineer I to II, providing comprehensive support for VMware core products (vSphere, ESXi, vCenter) across various severity levels for a global customer base.- Resolved complex L3 and L4 issues, offering expert guidance to authorized service providers and ensuring timely resolutions.- Drove customer satisfaction by expediting issue resolution through detailed log analysis, issue reproduction, and collaboration with internal and external teams.- Owned multiple Subject Matter Expertise areas, delivering tailored solutions and enhancing service quality.- Proficient in Linux/UNIX systems, utilizing strong CLI skills and system knowledge to troubleshoot and optimize performance, including core dump analysis.- Experience with SSO, Active Directory over LDAP, OpenLDAP, and ADFS integration, ensuring seamless authentication and user management across enterprise environments.- Managed high-paced, high-traffic ticket environments, maintaining service quality through meticulous documentation and adherence to procedures.- Achieved a 95% customer satisfaction rate, resolving over 500 technical cases and reducing Mean Time to Resolution (MTR) by 30%.

Palo Alto, Ca, Us

- Designed and implemented a comprehensive school management system using Microsoft 365 for Educators, integrating various services to streamline administrative and educational workflows.- Built and automated user onboarding systems for students, employees, and parents, leveraging Azure Active Directory, Power Automate, PowerApps, SharePoint, and Outlook for efficient and seamless operations.- Configured and maintained Microsoft Teams as the primary platform for classrooms and assignments, fully integrated with OneDrive, OneNote, Projects, and Outlook to enhance collaboration and productivity for faculty and students.- Developed custom solutions for educational needs such as quizzes and tests, utilizing Microsoft 365 tools and external services to meet specific requirements.- Managed and resolved technical issues across the school’s website and Microsoft 365 environment, ensuring minimal downtime and optimal performance.

Us

- Started as a part-time consultation agent, quickly troubleshooting software/hardware issues with a goal of resolving them within 20 minutes.- Utilized a ticketing system to efficiently manage check-ins, reservations, shipments, and other customer service processes.- Promoted to full-time Apple Master, becoming Apple iOS certified to handle repairs, manage back end processes, and oversee logistics with Apple directly.- Advanced to Senior Agent, assisting in team management by setting goals, providing coaching, and streamlining workflows.- Led the team in resolving complex technical issues, offering direction and support in challenging scenarios.