Md Rafiqul Islam Email & Phone Number

Calgary, Ab, Ca

• Delivered IT support to internal employees for issues related to hardware, software, and applications.• Utilized ServiceNow to efficiently record, monitor, and oversee incident management and service request.• Supported branch environment for devices like MSR, Cheque Reader, Cash Counter, CDU etc.• Enhanced MDM via IBM MaaS360, ensuring secure access, device tracking, and seamless user experience.• Managed password administration seamlessly through Azure Active Directory for user access control.• Fortified authentication with RSA SecurID, ensuring identity verification for enhanced security measures.• Facilitated access to applications and desktops across devices through Citrix Virtual Apps and Desktops.• Collaborated effectively with cross-functional teams to ensure the resolution of technical issues and improve operational efficiency.

Sackville, Nova Scotia

• Troubleshot Windows OS, server, hardware, and software issues, providing timely resolutions.• Performed regular system updates and patches for enhanced security and up-to-date technology assets.• Managed user accounts, permissions, and security protocols, ensuring confidentiality and data integrity.• Implemented backup server, ensuring daily, weekly, and monthly backups for both on-site and off-site tape.• Upgraded Windows Server from 2012 R2 to 2019, enhancing system efficiency.• Provided IT training and support, emphasizing customer-centric approach.• Directed annual IT budget, conducting a symphony of savings while maintaining peak performance.• Orchestrated seamless software license acquisition, deployment, and compliance for optimal functionality.• Developed and documented IT policies, providing clear guidelines for operations, security, and compliance.• Maintained a comprehensive equipment asset database, ensuring accurate tracking of hardware resources.• Collaborated with vendors for IT equipment procurement, showcasing negotiation skills.• Crafted and maintained robust disaster recovery and prevention documentation, fortifying the organization against unforeseen events.

Dartmouth, Nova Scotia, Canada

Dartmouth, Nova Scotia, Canada

- Provided technical support for Apple macOS and iOS products.- Reduced the customer complaint rate by 92% by improving the technical problem-solving process.- Led customers to configure and update operating systems, resetting password for email and user accounts.- Utilized P.A.I.R troubleshooting method by asking the right probing questions, analyze the information, isolate root cause, and resolve the customer's issue.- Performed proper documentation of all received calls in Apple Contact Management System.

Halifax, Canada Area

- Monitored CCTV cameras and dealt with any emergencies.- Maintained safety and security of property and server system. - Performed other duties as assigned by Supervisor.

Master’S Degree, Petroleum Engineering

Activities and Societies: Bangladesh Student Society,

Bachelor Of Science (Bsc), Electronics And Telecommunication Engineering

Activities and Societies: Earth Club, NSU Wireless Forum