Hi, I’m
Md Shakib Akther Rahat
Microsoft 365 Specialist
St. John's,NL
Every problem is a gift—without problems we would not grow.
Tony Robbins
Summary
Eager to learn, help and take up new challenges as reflected by dynamic career path. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
7
years of professional experience
1
Certification
Work History
M36, SherwebSherbrooke, Quebec
Primer Technical Advisor
08.2021 - Current
Job overview
- Assist M365 Premier partners and customers by taking the necessary steps to solve technical problems:identify causes, offer remote support using virtual machines, find solutions and deliver the winning recipe
- Assess customer problems and build trust through your system administrator or technical advisorexperience
- Improve business-to-business relationships
- Customer satisfaction is at the forefront
- Provide customized technical solutions to large corporations around the world
- Your customers will besystem administrators, IT directors and executives
- Manage client escalations and de-escalations and work with engineering teams to offer premier-levelresolutions
- Tackle new technical challenges daily, whether it's about security, Active Directory, AAD, autopilot,device management or others.
S&P Data, St. John'sNewfoundland
Customer Service Associate
07.2021 - 08.2021
Job overview
- Handle inbound calls from customers who have general inquiries about their TV subscription
- Analyze information presented by the caller to process the next steps Present the best products, services, or solutions to customers according to the nature of the inquiry
- Complete appropriate documentation for all customer transactions within the systems
- Validate customer information and requests
- Follow company communication procedures, guidelines, and policies.
Shanghai Wicresoft Co. Ltd, A Joint Venture of Microsoft Corp. LimitedZixing, Minghang, Shanghai
Technical Support Engineer
07.2019 - 03.2020
Job overview
- Trained by Microsoft professionals in Microsoft office 365 Exchange Online
- Provided technical support to worldwide Microsoft Office 365 exchange online customers (ITadministrators) by resolving their technical problems
- Communicated with customers via phone call or email and followed up with them till their issue isresolved
- Convinced customers and helped them to get onboard to the Microsoft platform from other platforms
- Meet and exceeded the key performance indicators (customer satisfactory rating, closing case number) bythe company management team
- Got “Top Performer award'' several times to meet the target
- Got promoted to Acting Team Lead and manage office 365 modern technical support team to ensure 35engineers providing excellent support to O365 global English-speaking customers
- Got additional responsibility from the Team Manager to train the new hires and take assessments and helpthem to get on board
- It was a growing team and we had 54 new hires
- My responsibility was to train somenew hires by myself as well as assigning new trainers from senior team members of our team and trackthe training status of each new hire till they get onboard
- My team was consisting of so many international team members from all over the world, so I got thechance to learn to communicate with different cultural teammates at work.
BASE Technologies LtdGulshan, Dhaka
Business Development Officer
05.2016 - 01.2019
Job overview
- Researched market trends and volume to establish a suitable product line for the organization
- Found a very prospective new product line named EV battery and presented its market size, trends,business feasibility and sales projection to the management and got approval
- Sourced products from different vendors and collected quotations, specifications and contents of theproduct
- Coordinated with the supply chain department and finance department to understand the procurementprocess and costing
- Calculated the product costing considering the import cost, capital expense, operation expense, VAT &
- Tax and financial expenses
- Prepared project Gantt chart from giving purchase order to distributing the products to customerwarehouse
- Successfully launched the product in the market named “Cheetah Battery”
- Started feasibility analysis on manufacturing the product by importing the raw materials, manufacturingequipment and buying the technical know-how
- Learned about 12V Advanced Gel Battery (IPS/ UPS/ Solar/ tri-cycle) battery and 48V Lithium-ion batteryraw materials, assembling process, quality checking process as well as understanding the technicalspecifications
- Calculated the manufacturing cost of a product considering the project cost, manpower, utility,depreciation, VAT & Tax, financial expense
- Prepared project Gantt chart considering the construction of a factory, shipment of equipment, installation& commissioning of equipment and trial production with Microsoft project
- Achievements: BASE Tec CHAMPS Award
- Participated in a virtual Microsoft Azure workshop organized by Seneca college in Toronto, ON, Canada
- Enrolled in a Web development course by Udemy to gain knowledge about programming languages.
Education
Ahsanullah University of Science & Technology
Bachelor of Science from Electrical and Electric Engineering
2015
Skills
- Utilized Troubleshoot Active Directory, Exchange online, Exchange server, SharePoint, Microsoft Teams, Microsoft Viva and the range of the Microsoft Office suites
- Troubleshooting and Diagnostics,IT Support,Remote Diagnostics, Support system management, Customer relationship management, Technical issues analysis, Customer service expert, Technical issue resolution
Certification
- Microsoft 365 Certified: Fundamentals (MS-900)
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Primer Technical Advisor
M36, Sherweb
08.2021 - Current
Customer Service Associate
S&P Data, St. John's
07.2021 - 08.2021
Technical Support Engineer
Shanghai Wicresoft Co. Ltd, A Joint Venture of Microsoft Corp. Limited
07.2019 - 03.2020
Business Development Officer
BASE Technologies Ltd
05.2016 - 01.2019
Ahsanullah University of Science & Technology
Bachelor of Science from Electrical and Electric Engineering