Summary
Overview
Work History
Education
Skills
Timeline
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Muhaimin Choudhury

North York,Canada

Summary

Detail-oriented, organized with experience in IT and Technical support. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.

Overview

3
3
years of professional experience

Work History

IT Support Specialist

WIPRO SOLUTIONS CANADA LTD
04.2023 - 12.2023
  • Reduced downtime with effective troubleshooting and timely problem resolution.
  • Testing, updating, and decommissioning of application and hardware
  • Troubleshooting issues related to hardware, software, and any repair of equipment
  • Inventory management and coordinating with vendors for the consumables and part orders
  • Enhanced IT system stability by implementing proactive maintenance routines and monitoring tools.

USER SUPPORT SPECIALIST

TEN THOUSAND COFFEES
11.2022 - 04.2023
  • Create Resource articles to help with internal processes as well as a software guide detailing all the features
  • Answer all tickets submitted through Intercom and investigate, report, and troubleshoot issues accordingly
  • Create GitHub tickets for bugs and enhancement of software
  • Solve partner ask ticket submitted by CSM through GitHub
  • Take turns in hosting meetings to review pull requests or bugs in the technical team.

TECHNICAL PRODUCT SUPPORT SPECIALIST

ILOBBY
10.2021 - 11.2022
  • Respond to support calls and tickets
  • Collaborate with other Technical Support Specialists to find solutions to more complex issues
  • Assist Junior Technical Support Specialists with ticket escalations, perform advanced system and product troubleshooting, and ensure that all escalated problems get resolved in a timely manner with a high level of customer satisfaction
  • Participate in advanced customer roll outs, testing, troubleshooting and quality assurance
  • Utilize advanced management tools to ensure correct operation of customer equipment
  • Configure the iLobby platform and hardware
  • Deploy and ship hardware implementations to clients and maintain hardware inventory
  • Guide the customers when setting up remotely

TECHNICAL SUPPORT REPRESENTATIVE LEVEL 2

TELEPERFORMANCE
03.2021 - 10.2021
  • Provide technical support regarding installation, operation and maintenance of products and applications as well as answer other inbound customer queries
  • Use screen share to guide and resolve customer's issues with apps, mail and online issues
  • Mentor other advisors by answering any questions they might be facing during customer interaction, while also providing relevant resources to find the answers in the future
  • Perform diagnostics using software, highlighted emerging issues and kept knowledge on updated product information
  • Log each interaction with troubleshooting step, including issue and resolution.

Education

MASTER OF ENGINEERING - Electrical And Computer Engineering

UNIVERSITY OF WATERLOO
WATERLOO, ON
06.2019

Bachelor of Science - Electrical Engineering

LEADING UNIVERSITY
SYLHET, BANGLADESH
01.2017

Skills

  • Proficient with Microsoft Office, Excel, Zoho, Zendesk, Intercom, Amplitude, SendGrid
  • Working knowledge of Active Directory, C Programming and HTML, CSS and SQL

Timeline

IT Support Specialist

WIPRO SOLUTIONS CANADA LTD
04.2023 - 12.2023

USER SUPPORT SPECIALIST

TEN THOUSAND COFFEES
11.2022 - 04.2023

TECHNICAL PRODUCT SUPPORT SPECIALIST

ILOBBY
10.2021 - 11.2022

TECHNICAL SUPPORT REPRESENTATIVE LEVEL 2

TELEPERFORMANCE
03.2021 - 10.2021

MASTER OF ENGINEERING - Electrical And Computer Engineering

UNIVERSITY OF WATERLOO

Bachelor of Science - Electrical Engineering

LEADING UNIVERSITY

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Muhaimin Choudhury