Md Ahsanul Moyeen

• Providing hardware, software, printer and network support to clients across Federated Co-Operatives Limited Onsite & Remotely via RDP, MECM, TeamViewer etc.
• Addressing tickets by using ServiceNow and responding to texts, emails, and calls on technical issues.
• Processing Onboarding/Offboarding of employees by using Microsoft 365 admin Centre, Exchange on Prem, Exchange Online, AD, Azure, Adobe Admin Console etc.
• Setting up and deploying IT equipment for new employees.
• Setting up CISCO phone by using PCP, CUCM & CISCO unity.
• Generating various reports i.e., Several software installed on PCs of FCL Employees through Microsoft SCCM.
• Assigning license of different Software to users.
• Creating, enabling/disabling email accounts by using Microsoft Exchange.
• Providing/Removing access to shared mailboxes to user.
• Developing some scripts to facilitate IT work, such as large number of Onboard, etc.
• Imaging and refreshing Windows and IOS machines.
• Installing and Configuring or Updating Microsoft Active Directory, DNS, DHCP, and Group Policy.
• Managing Asset Management by using ServiceNow.
• Communicating with manufacturer for warranty support.
• Training users in software and operating systems
• Attending training sessions and conferences to stay current with best practices on how to help users with technical issues.

• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Offered friendly and efficient service to customers, handled challenging situations with ease. Served customers and followed outlined steps of service.
• Exceeded goals through effective task prioritization and great work ethic. Resolved problems, improved operations and provided exceptional service.
• Inspired customers to see what's possible with latest technology by understanding their needs, identifying, and creating complete solutions according to their needs and lifestyle, and retrieving all necessary products and services for them.
• Contributed as team member to achieve daily sales revenue and service attachment target of more than 80% for 3 times week.
• Provided excellent sales, technical, and customer service support and solutions for Microsoft Windows Computers/Laptops, MacBooks/iMacs, iPhones, iPads, and Android phones/tablets at Point-of-Sale system as best performer.

• Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
• Explained complex technology-related issues in understandable terms to customers.
• Took ownership of issues and set proper and realistic expectations to deliver prompt solutions.
• Researched and recommended network and data communications hardware and software.
• Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
• Worked with customers to identify issues & advise on telecommunication voice core network solutions like SBC, call controller/soft switch/media gateway controller, media gateway/voice switch, and signalling gateway, etc; Provided identification, diagnosis, and resolution to technical problems & ensure proper documentation.
• Visited customers for interoperability tests, system deployment, or problem resolution, installed and configured new devices and system components, provided technical training & ensured proper technical sales support.
• Discussed the unsolved issues with the director of customer service & other support engineers/ specialists in QC, Canada in the weekly meeting to take necessary measures to solve the issues.
• Generated knowledge base documents/SOP and Answered customers' technical questions related to Infrastructure/System/Network/Server.
• Developed Bash scripts to mediate data for different modules and Lawful Intercept and/or Billing.
• Developed JSON scripts using PostMan API platform to make configuration process easy.
• Tested different products/switches on different platforms (Cloud/VMWare/BareMetal) on different voice network scenarios and/or designs with different signalling systems including SNMP (MIB) in TelcoBridges lab to find bugs and report on fixes and worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.

• Designed and successfully coordinated deployment of legacy TDM and Next Generation Succession network elements and switching, and software upgrades in accordance with its network plan.
• Ensured nationwide large, complex network projects are implemented and completed within time and budget constraints by utilizing project control methods.
• Ensured that existing network is sufficiently engineered and provisioned to adequate capacity to meet forecasted customer or voice, SMS, and roaming traffic requirements including IP and transport technology or data and SDH/PDH network.
• Performed responsibilities with professional knowledge for thorough end-to-end understanding of legacy TDM and Next Generation Succession network to be able to predict impact of any changes to both network and its voice and VoIP, SMS, and Roaming services if new features, hardware, or software are added.
• Contributed to cost-effective utilization of corporate financial resources (funds and assets) through planning, submission, and monitoring of major corporate network project expenditures.
• Ensured customers receive quality service by providing technical advice and assistance to peers and other departments.
• Provided professional and technical consulting expertise to Network Planning, Core Network Engineering, Network & District Operations, and Network Support.
• Proudly provided professional and technical expertise and mentorship to Core Network Engineering Assistants.
• Defined technical requirements for vendor selection. Consulted with and manage vendors in USA, Canada, Asia, UK/Europe, etc, partner, and stakeholder relationships. Communicated with international or multinational vendors and subcontractors or 3rd parties for support, procurement, AMC renewal, and related quotation/RFQ/RFP and ensured billing/payment, project coordination, and implementation.
• Provided leadership and project management for Wireless Core Switching and Telco Cloud Core Network Engineering projects and initiatives.
• Performed necessary responsibilities for leading Core Network Engineering automation opportunities, including design and implementation using enterprise tools and methodologies.
• Managed, trained/developed, and utilized team of engineers and technicians for Network Operation Center/ Service Operation Center/Datacenter and field support with daily operations (24x7 or on-call or weekends/holidays) and escalation matrix as well as traveled to different districts/regional Pops/sites/DC/NOC/SOC.
• Completed the planning and implementation phase of end-to-end network projects and managed/run the entire technical system engineering, Network Planning, Core Network Engineering, IT & Billing system, Network & District Operations, and Network Support.

Provided IT Infrastructure support as follows:

• Maintain large-scale windows domain with standard security practice and
  policy.
• Working with network operations, networked computers and other networked
  devices (e.g., routers, switch, PC, printers, scanners etc).
• Setup, installation, repair and configuration of desktop hardware and
  software.
• Monitoring & Maintenance of Network.
• Asset management Software Administration & Deployment.
• Managing Asset Management through Help Desk using CA Unicentre software.
• Technical support related Anti spam, Antivirus & Anti-spyware solution.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Assessed system hardware/software and suggested modifications to improve
  speed.
• Answered calls and emails, assisting employees and customers with
  troubleshooting computer issues.
• Setup, installed, configured, repaired linked peripherals such as monitors,
  networking equipment, printers, and more.
• Explained technical information to non-technical individuals for better
  understanding.
• Tested and installed motherboards, processors, and graphics cards on
  desktops and laptops.
• Imaged and prepared new computers.
• Used diagnostic tools to identify hardware failures and replace non-functional
  components.
• Maintained accurate records of communications, remedial actions and
  installation activities.
• Processed over fifteen support requests weekly for technical assistance on
  wide range of issues related to Windows, Mac OS and Hardware.

• Provided core network configuration & integration based on core IP planning; subscriber profile & package policy changing & upgrading.
• Performed site configuration and integrations; performed all radio parameter changes requested by optimization; service provided for daily Operations and Maintenance (O&M) activities, monitored performance management information.
• Maintained NOC inventory and time-to-time upgrades including system, data, and hard copies.

• Supported internal customers (FO, AN, TX, RF) & maintained centralized control of the network.
• Controlled and coordinated change requests (CR) and work orders (WO).
• Ensured 1st level troubleshooting of terminal-based (CORE, TX, BTS, RF) recoverable faults.
• Led surveillance team & monitor all possible network elements and services. (0% alarm missing).
• Service provided for fault Identification & server (TT Server, File Server, M2000, T2000) maintenance.
• Created, prepared and delivered reports to various departments

• Service provided for commissioning, integration, Operations and Maintenance (O&M) activities & troubleshooting of MW & BTS nodes, BTS handoff configuration, radio access network optimization.
• Completed 230 BTS sites (Tower Infrastructure Roll out) for commercial launch within this tenure.

• Managed and provided service for necessary Operations and Maintenance (O&M) activities, Core network, Transmission network, BSS network and Field based operation of the region, site survey, drive test, radio access network optimization, and supported the operation of a team of engineers/technicians.
• Involved in different marketing, reporting, administrative & documentation work including financial monthly budget and performance of the region/area.