Summary
Overview
Work History
Education
Skills
Timeline
Generic

MD TAHMINUR RAHMAN

Dartmouth,NS

Summary

Experienced Service Desk Analyst with a strong background in providing front-line technical support for hardware, software, and network-related issues. Proven ability to manage incident tickets from triage to resolution using industry-standard ticketing systems. Skilled in resolving issues remotely with tools like SCCM and BeyondTrust and proficient in Active Directory, Microsoft Office 365, and telephony systems. A dependable team player with a focus on delivering excellent customer service and supporting organizational goals through IT Service Management processes.

Overview

2
2
years of professional experience

Work History

Technical Support Analyst

Bell
Toronto, ON
07.2023 - 06.2024
  • Delivered Tier 1 and Tier 2 technical support for HRM clients, handling hardware and software issues, network connectivity, and telephony systems.
  • Managed and resolved incidents using a ticketing system, prioritizing and escalating issues to Tier 2 or external providers when necessary.
  • Utilized remote control tools (SCCM, BeyondTrust) to troubleshoot and resolve user issues, reducing the need for on-site visits.
  • Supported Microsoft Office 365, Active Directory, and telephony infrastructure, ensuring prompt resolution of user access issues and email configurations.
  • Triage, classified, and categorized incidents, adhering to HRM’s Service Desk processes and standards for timely resolution.
  • Participated in on-call rotations to support after-hours incidents and system failures, following the documented Major Incident Process.

Technical Analyst

Softcovision
Toronto, ON
12.2022 - 06.2023
  • Provided Service Desk and IT support for desktop and mobile devices, handling user issues related to Microsoft Exchange, Intune, and Active Directory.
  • Logged and managed incidents through the IT service management tool, documenting troubleshooting steps, solutions, and follow-ups.
  • Used remote control tools to diagnose and resolve software and hardware issues for end-users across multiple departments.
  • Assisted with LAN/WAN troubleshooting, ensuring network stability and resolving connectivity issues.
  • Supported video conferencing setups and live event productions, ensuring smooth operations for HRM clients.
  • Advised users on best practices for software utilization and network resources.

Field Service Technician

Rogers
Toronto, ON
05.2022 - 12.2022
  • Installed and configured network hardware (routers, switches) for residential and business clients.
  • Resolved issues related to telephony services and LAN/WAN connectivity, ensuring minimal disruptions to client services.
  • Provided ongoing technical support for network installations, troubleshooting and resolving issues efficiently to meet customer needs.
  • Documented all work performed and issues resolved in the ticketing system, adhering to company policies and IT standards.

Education

Diploma - Computer Systems Technology

Seneca College of Applied Arts And Technology
North York, ON
01-2024

Skills

  • Service Desk Operations
  • Incident Management and Ticketing Systems (ITSM Tools)
  • Remote Control Tools (SCCM, BeyondTrust)
  • Active Directory and Microsoft Office 365 Administration
  • Telephony and Video Conferencing Support
  • LAN/WAN Troubleshooting
  • Endpoint Manager (Intune), BES, Microsoft Exchange
  • Customer Service Excellence
  • Triage, Categorize, and Escalate Incidents
  • Hardware and Software Troubleshooting
  • Major Incident Management and Reporting
  • ITIL Framework
  • Teamwork and Collaboration

Timeline

Technical Support Analyst

Bell
07.2023 - 06.2024

Technical Analyst

Softcovision
12.2022 - 06.2023

Field Service Technician

Rogers
05.2022 - 12.2022

Diploma - Computer Systems Technology

Seneca College of Applied Arts And Technology

Similar Profiles

CREATE PROFILE
MD TAHMINUR RAHMAN