Mosharrafa Ahmad Email & Phone Number

Nova Scotia, Canada

Providing User Support and technical assistance for incoming queries and issues related to computer systems, software, and hardwareIdentify Incidents and Tickets on Easy vista/BMC Helix IT Service managementResolving client concerns by answering incoming calls, scheduling and placing outgoing calls, and dealing with customers in real-time via the chat feature, ticketing systems, video/screen sharing, and other channels of communication. Troubleshoot to determine the best solution based on the issue and details provided by the end-userSupport end users in their use of applications such as Microsoft Office, virtual desktops (Citrix, VMWare, Microsoft Azure), CRM, VPN, and moreDocument issues and ensure all solutions are logged and organized appropriatelyEscalate unresolved issues to the next level of support personnel when necessary

Dhaka, Bangladesh

● Responded customer inquiries by phone and email● Kept customer interactions records, processed customer accounts and filed documents● Performed troubleshooting for the customers’ problems and resolved internet bandwidth issues, network routing issues by implementing proper protocols● Identified and diagnosed networks and servers status by monitoring application and referred problems to the appropriate team members by ticketing system

58/9 Free School Street,Panthopath,Dhaka

● Developed e-commerce website content● Performed e-commerce website maintenance tasks – product additions, deletions, pricing, and description ● Graphic design, image optimizations, and layout changes of the website (HTML, CSS)● Did online marketing promotion via social media and email

Master'S Degree, Information Technology

Bachelor Of Science (B.Sc.), Telecommunications Engineering

Activities and Societies: 1. Participated in Workshop on “Your Career with Cisco”. 2. Participated in Seminar on “Technical Challenges.