Thanvir Zihad Email & Phone Number

Newcastle Upon Tyne, England, United Kingdom

As a Service Desk Analyst at Nomad Digital, I ensure seamless Wi-Fi connectivity for trains globally, blending expertise in telecommunications, rail, and IT. My role focuses on proactive issue identification and resolution, maintaining high service standards for our clients.Key Responsibilities:- Proactive Monitoring: Utilize monitoring tools to address issues, ensuring timely resolution within SLAs.- Issue Analysis & Resolution: Conduct thorough analysis of incidents, providing effective remediation and documenting actions.- Escalation Management: Manage escalations and maintain clear communication with stakeholders.- Customer Support: Deliver exceptional service via phone and email, keeping clients updated on issue status.- Ticket Management: Accurately log, triage, and investigate tickets, aiming for first-time resolutions.Knowledge Sharing: Collaborate with technical teams to share insights and foster continuous improvement.- Performance Improvement: Identify opportunities for efficiency improvements, working closely with management.- KPI Achievement: Consistently meet KPIs and deliver timely customer reports.Key Achievements:- Leadership in Major Incidents: Led P1 incident resolutions, reducing service downtime by over 50%, safeguarding client satisfaction.- Knowledge Base Development: Created a Confluence knowledge base that reduced onboarding time by 30%.- SLA Compliance: Achieved a 95% SLA compliance rate, contributing to a 40% reduction in high-priority incidents.- Problem-Solving Initiatives: Implemented preventive measures that reduced repeat incidents by 30%.- Customer Service Excellence: Consistently maintained a customer satisfaction rating above 90%.- Cross-Functional Collaboration: Improved response times by fostering relationships with technical support teams.- Reporting & Analytics: Developed a KPI tracking system to guide continuous improvement.

Gosport, England, United Kingdom

As a Reprographics/IT Junior Technician at Lighthouse Learning Trust, I supported the IT and reprographic needs across college sites, ensuring operational efficiency and improved learning experiences.Key Responsibilities:- First-Level IT Support: Provided prompt support for IT and audiovisual systems, ensuring minimal disruptions to teaching.- Ticketing System Management: Efficiently managed the internal IT ticketing system, resolving issues and escalating complex problems as needed.- Help Desk Services: Delivered responsive help desk support for hardware and technical queries, reducing downtime and enhancing user satisfaction.- Routine Maintenance: Conducted regular maintenance on IT and AV systems, ensuring equipment reliability.- Reprographic Operations: Managed printing processes with advanced machinery, ensuring high-quality output.- Service Coordination: Assisted in coordinating reprographics services and evaluating new contracts to improve service delivery.- Support for Teaching Staff: Collaborated with educators to optimize technology use, fostering innovation in the classroom.- Documentation Development: Created comprehensive user guides to facilitate troubleshooting and enhance self-service capabilities.Key Achievements:- Enhanced User Satisfaction: Resolved over 90% of IT/AV issues on first contact, minimizing disruptions and improving satisfaction.- Efficiency in Ticket Resolution: Reduced response times by 25% through streamlined ticket management, increasing productivity.- Maintenance Program: Developed a maintenance program that decreased system downtime by 30%, improving reliability.- High-Quality Reprographic Services: Increased reprographics efficiency by 15% while maintaining high-quality standards.- User Documentation: Developed user guides that reduced repetitive support requests by 20%, enhancing self-service.- Training Support: Assisted in staff training on IT tools, improving engagement with technology.

Portsmouth, England, United Kingdom

-Created a safe and welcoming atmosphere for customers.-Used de-escalation techniques to address issues and resolve conflicts.

Dhaka, Bangladesh

-Worked in data management like creating tables and indexes for projects.-Analyzed software development, implementation, software marketing & testing.

Master'S Degree, Computer Network Administration And Management

Full-Time Course Modules: -Cloud Computing -Computer Security -Enterprise Network Design and Management -ICT Configuration.

Bachelor'S Degree, Computer Science

Higher Secondary School Certificate, Science

Secondary School Certificate, Science