Sayed Islam Email and Phone Number

Support system upgrades and deployments for SPS/Procurement Desktop Defense (PD2).Support and manage the Tier 2 Service Desk.Provide general technical analysis and design input to the technical team.Support the cyber security team and Government audit activities.Provide professional customer support by responding to User Assistance Calls from telephone contact, e-mail, and escalated system requests.Respond to customer correspondence within 4 hours.Resolve or assist in resolving customer inquiries accurately and efficiently.Review Tier 1 or 2 trouble tickets and resolve or reassign to relevant tier groups in a timely manner.Meet or exceed established closure rate (80% first call resolution) for User Assistance Calls.Proactively seek information from team members and other tier groups to aide in finding solutions for non-routine ticket issues.Follow Tier 1 processes, procedures, and best practices as outlined in the contract.Provide input and updates to the Standard Operating Procedure (SOP).Distribute User Notification e-mail when events impact the user community.Tier 2 Help desk support and lead over the Tier 1 help desk team and ensure that all tickets are sufficiently resolved.Technical and functional liaison between Tier 1 help desk and Tier 3 technical and SME team members.

Assist Agile teams to produce documents and manage metrics, create and manage templates, and audit documents for the Product Development Lifecycle process.Collaborate with and lead a cross functional team to deliver results .Manage communication with various engineering teams and execute leadership to ensure alignment and execution. Translate complex technical information into concise, compelling, easy-to-understand language for both non-technical and IT teams. Track derived documents in project tracking tool. Create test data for validating scenarios based on functional requirements. Analyze system requirements to create test cases.

Performed a comprehensive bug analysis for recently uploaded automotive software and documented identified defects in the bug tracking system.Provided software improvement feedback to the engineering team. Evaluated the effectiveness of autonomy software by conducting remote field tests in diverse environments, adhering to predefined test cases. Maintained real-time supervision of driving tasks, perception, and tracking in ever-changing environments.Achieved growth by actively engaging in monthly training sessions, gaining expertise in modules like simulation and closed course dynamic tests. Implemented annotation of real-world data and objects through the use of a live project tool.

Supported team in ensuring proper data entry and verifying its accuracy for transcription purposes. Managed and organized data on servers and optical storage drives.Ensured quick resolution of customer inquiries regarding data discrepancies. Engaged in regular attendance of pre-brief sessions.Maintained a high level of adherence to both HIPAA regulations and internal procedures. Visited local sites to gather necessary information and bridge gaps in investigations.

Participated in extensive testing initiatives alongside the software department for new software and app releases. Conducted manual testing for regression, improvements, and issues. Conducted extensive compatibility tests on multiple platforms including Internet Explorer, Firefox, Android, and Windows for software and web apps.Utilized bug tracking software (Bugzilla) to report quality issues to team lead.

Compliant with company policies, objectives, and communication goals. Kept track of inventory, recorded essential details, and used reports to assess warehouse situation.Maintained records of sales goals and generated comprehensive reports for management. Increased team productivity through effective supervision, clear communication of job expectations, and regular employee coaching. Managed and updated P&L chart regularly. Handled all employee onboarding and off boarding procedures. Targeted weak areas for improvement based on solicited customer feedback. Assisted payroll department in the timely distribution of employee salaries. Participated in recruitment efforts by interviewing prospective candidates for open positions. Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.

Set up and connected Infotainment Head Unit to make sure that the SW and the corrected regions were correct.Downloaded the SW from network drive and Navi pack on to USB and updated the Head Unit to current SW based on release notes.Sent CAN message to do Hard and Soft reset.Performed tests on a new released software.Reported issue by using company bug tracking tool (Jira, Bugzilla).Tested for connectivity issues with BT, MUSIC, USB and AUX.Performed other tests such as Hard key, volume, voice recognition etc.Performed other duties assigned by project manager.