Redhwan Jamiruddin
Toronto,ON
Summary
- 4+ years of experience in technical support, incident management, team management, and IT service implementation and 2+ years in Project Management
- Hands-on experience in Active Directory, DHCP, DNS, routing, switching & virtualization
- Excellent administration skills and attention to detail in record keeping
- Document and resolve common issues which led to the preparation of User manuals and FAQ
- Used Microsoft Excel, office to develop inventory tracking spreadsheets
- Excellent communication and interpersonal skills for analyzing technical issues and providing required resolutions/updates
Overview
12
12
years of professional experience
Work History
Support Analyst
CIBC Bank
Scarborough, ON
06.2021 - Current
- Review and identify all incorrect, invalid, or incomplete customer requests and unresolved issues for escalation to appropriate internal partners for resolution
- Process and fulfill retail and non-credit customer requests made through Electronic Banking Channel
- Prioritize and organize workload to ensure deadlines are met and diaries items are processed according to policies and procedures
- Executed training programs new and/or temporary staff on procedures, adherence, and guidelines to ensure transfer of knowledge and streamline process
- Identify opportunities for improving controls and processes, and support updates, cost containment, and client satisfaction
- Provide complete and accurate statistics and reports as required (e.g. work and time sheets, statistic gathering, investigative reports) for review by Team Leader
- Collect measurement information for job function following procedures and guidelines (e.g. volume and time) to complete internal tracking document.
- Implemented business initiatives to optimize day-to-day operations, resulting in 20 - 30% increase in productivity.
- Oversaw process improvement initiatives.
Information Technology Manager
Crown Comp Tech
Dhaka, Bangladesh
08.2017 - 01.2020
- Oversaw planning, application development, verification and risks involved in software projects.
- Developed and implemented training initiatives for new hires.
- Oversaw implementation lifecycle processes based on organizational needs, regulatory requirements and customer demand.
- Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.
- Managed customer contact center with 13 support representatives.
- Maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets.
- Developed project management roadmap to define project objectives, timelines and milestones.
- Developed and initiated projects, managed costs and monitored performance.
- Proposed and implemented system enhancements to improve performance and reliability of storage environment.
- Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
Student Technical Assistant
Max Planck Institute For Intelligence System
Stuttgart, Baden-Württemberg, Germany
10.2016 - 10.2017
- Patched software and installed new versions to eliminate security problems and protect data.
- Supported users with software, hardware, and network issues
- Configured hardware, devices, and software to set up workstations for employees.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Provide documentation of all methods and procedures.
- Assist with systems support efforts, ensuring all desktop applications, workstations, and related equipment problems are resolved promptly with limited disruptions.
- Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues.
IT Support Consultant
Snoke Connect
Berlin, Berlin, Germany
06.2013 - 12.2013
- Monitored systems in operation and quickly troubleshot errors
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team
- Analyzed issues to identify troubleshooting methods needed for quick remediation
- Patched software and installed new versions to eliminate security problems and protect data
- Used ticketing systems to manage and process support actions and requests
- Managed high levels of call flow and responded to Server technical support needs
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Handled 40 Tickets per day to address customer inquiries and concerns
- Provided technical support to users over phone, and email.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
IT Technical Support Specialist
Crown Comp Tech
Dhaka, Bangladesh
08.2011 - 11.2012
- Performed day-to-day LAN and WAN administration, maintenance and support
- Configured networks for smooth, reliable operation to meet business processes and objectives
- Backed up company data to distributed storage centers to avoid massive data loss
- Maintained applications to keep software current with necessary software updates and upgrades
- Configure and maintain Microsoft Active Directory environment with Windows clients and Windows/Linux servers including managing Group Policies and all network services (Active Directory, DHCP, DNS, file/print sharing, SFTP, and Web services)
- Implemented network security measures to minimize data loss
- Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system
- Provided on-call support for network engineering duties
- Managed computer operation scheduling, backup, storage and retrieval functions
- Managed data backups and disaster recovery operations to comply with business continuity initiatives
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Resolved 40 technical support inquiries per day.
Education
Graduate Certificate - Cybersecurity
George Brown College
Toronto, ON08.2022
Master of Engineering - Biomedical Engineering
Martin-Luther-University Halle-Wittenberg
Halle (Saale), Germany06.2017
Master of Engineering - Biomedical Engineering
Hochschule Anhalt - Anhalt University of Applied S
Köthen (Anhalt), Germany03.2015
Bachelor of Science - Electrical & Electronic Engineering
Stamford University
Dhaka, Bangladesh04.2011
Skills
- Active Directory
- Windows Server Management
- Office 365
- TCP/IP (LAN, WAN)
- Pc Hardware
- VPN
- Sql
- Software Development
- Problem Solving
- Information Systems
- Mobile Devices
Timeline
Support Analyst
CIBC Bank
06.2021 - Current
Information Technology Manager
Crown Comp Tech
08.2017 - 01.2020
Student Technical Assistant
Max Planck Institute For Intelligence System
10.2016 - 10.2017
IT Support Consultant
Snoke Connect
06.2013 - 12.2013
IT Technical Support Specialist
Crown Comp Tech
08.2011 - 11.2012
Graduate Certificate - Cybersecurity
George Brown College
Master of Engineering - Biomedical Engineering
Martin-Luther-University Halle-Wittenberg
Master of Engineering - Biomedical Engineering
Hochschule Anhalt - Anhalt University of Applied S
Bachelor of Science - Electrical & Electronic Engineering
Stamford University
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