Muhammad Saydur Rahman (Mbcs) Email & Phone Number

United Kingdom

United Kingdom

London, England, United Kingdom

Canary Wharf, United Kingdom

London

Canary Wharf, United Kingdom

London, United Kingdom

• Service Desk Institute (SDI) Top 3 Finalist for Service Desk Analyst of the Year 2017 and 2018• itSMF Finalist Best Service Management Team 2018 and Service Desk Institute (SDI) Small Service Desk Finalists in 2016 and shortlisted in 2018• Provide 2nd to 3rd line support including Incident Management and carry out Major Incident Process• Responding to phones, emails and portal request in Alemba vFire Core in a timely manner• Use reporting tools in Cisco UCCX to deliver key information and reports to managers and directors• Team lead the Service Desk team in Barnardo’s and delivering key reports to Management and Assistant Directors; including mentoring senior and junior staff at the Service Desk • Train and mentor apprentices and help pass their apprenticeship course• Carry out server backup tape request on the mainframe and maintenance using IBM Tivoli• Creating knowledge articles and implementing workaround and carrying out Incident Management role• Stakeholder engagement and management• Supporting Citrix Thin Clients (WYSE devices) and XenDesktop admin• Supporting Citrix SecureHub on smartphones and tablets using XenMobile admin• Document management (OpenText) support and Oracle EPR• VOIP and web conferencing support using Cisco, WebEx and Skype• Cybertill EPOS support and administration• Microsoft Office 365 and Office 2016 Support and Active Directory, Microsoft Exchange support• Apple Mac Support and configuration and Apple iPhone and iPad support• Remote support using Cisco VPN and Extranet Support

• I worked with the migrating of software packages from the old server to the new server• I used Flexera AdminStudio to package applications and set them on SCCM for deployment• Setting up group polices for printer management and documentation• Used VMware to test applications packages and provide details reports on findings • Testing off all new functionality and changes made to system and logging any bugs/fixes required with development team

London, United Kingdom

• Working with Alemba - Implemented the upgrade of vFire Call logging system as a Business Analyst• Service Desk Institute (SDI) 3 Star Award in 2015 and 2016• President Certificate of Appreciation awarded by HRH Duchess of Cornwall 2016• Assist VIP, Directors and Chief Executive with their incidents• Maintain SLA and OLA and making sure that the team achieve our overall targets• Create management reports on a weekly basis to help assist with the team’s targets and coach staff on areas of improvement and also carry out team rota’s and appraisals.• Escalate issues as needed and maintain communication with customer and technical teams• Carry out site visits and assist BRM with the understanding of customers’ expectations • Barnardo’s Team Member of the year in 2014, 2015 and Employee of the Year 2016• Hamilton Mercer Customer Service Trained to make sure the same level of consistency at the Service Desk

London, United Kingdom

• Providing 2nd Line support to the business and making sure all tickets are accurately logged• Upgrade and support of Windows XP to Windows 7• Upgrade and support of Office 2003 to 2010 and supporting of document management system• Supporting of mobile devices – Blackberry on BES Server, IOS and Android on XenMobile• Support mobile working using Cisco VPN and Extranet Support• Work with 3rd level team to help assist Incident Management with Major Incident process• Creating knowledge articles and implementing workaround

London, United Kingdom

• Providing 1st Line support to the business and making sure all tickets are accurately logged• Making sure all phone calls are answered and answer all incidents and request from email and self-service portal are carried out within SLA• Updating self-help documents so customers can try to fix problems themselves

London, United Kingdom

• Managed the menswear department and responsible for managing a large team (10+ staff)• Recruitment of staff during sale period and managing staff Rota’s• Using reports to identify best sellers and merchandise stock• Required to meet set sales targets and known to be one of the best sales managers in my store• Won three awards in three consecutive years for the selling of the NEXT Directory • Provided exceptional customer service and dealt with difficult customer complaints • Responsibility for training and motivating staff to provide high customer service• Carrying out transactions, exchanges and refunds on an internal system

• My role as a support technician involved me using the internal call logging system and providing 1st line technical support to clients. Using the internal call logging system and providing 1st line technical support to clients • Checking the support line voicemails and logging requests into the helpdesk system• Resolving technical problems on Microsoft Office and Windows server• Providing support for network systems for clients • Maintaining WAN networks and using document management systems and Active Directory• Project work - This project was to design and implement a computer and telephone network infrastructure for a small family owned law firm in London. My role in this project was to help deliver the implementation of a Windows vanilla network comprising of MS Windows 2003 servers and Windows XP clients. • I was responsible for the firms’ new cabling infrastructure and server and client connectivity. This included the migration of existing data from the old servers, email systems, backup systems and new client PCs. • I had to install and configure the entire client PCs to the network ensuring connectivity and efficient operability.• I gained experience in creating training manuals and provided a basic understanding to the users with regards to the new methods of file sharing, network printing, emailing and new MS Office software.• During this project I learned a great deal about designing a network infrastructure and the processes involved in implementing it efficiently.