Suranjit Paul
Vancouver,Canada
Summary
A well-trained information and technology expert with more than 5 years in supporting end-users and managing infrastructure. Proficient in Active Directory, Azure, Exchange Online, and hardware deployment. Has effectively handled international clients’ services, worked on 95 percent of the technical cases, and maintained – 100 percent SLA compliance in a fast-moving environment. Prepared to apply my knowledge to improve IT services for 5+ years.
Support professional with proven track record in team collaboration and achieving results. Skilled in conflict resolution, customer service, and process improvement. Reliable and adaptable, consistently meeting evolving business needs while maintaining high standards. Strong communicator with leadership abilities, ready to drive success in dynamic environment.
Overview
10
10
years of professional experience
1
1
Certification
Work History
User Support Manager
United Financial Limited
05.2020 - 01.2021
- Acted as the primary escalation point for the global client services team, exhibiting expertise in Active Directory, Azure, Fortinet Encryption and Decryption, Entra ID, Exchange Online, Teams, and Intune
- Deployed laptops and other hardware equipment for new hires, ensuring all configurations are correctly set up
- Maintained and troubleshoot Head office and Branch Office all PCs, printers, photocopiers, scanners, Wireless equipment, and Local Area Networks ensuring their proper working condition
- Managed and updated the Service Desk ticketing system including equipment inventory and control
- Troubleshoot, Managed, and resolved Microsoft Office 365 User Accounts, licenses, applications, and services issues
- Followed up on technical cases including proper escalation and management of the case until case closure
Assistant Manager
Habib Group
10.2013 - 05.2020
- Designed and Implemented Network Systems including LAN, WAN, and Intranets
- Configured Network Hardware such as Routers, Switches, and Firewalls
- Monitored all Servers (Active Directory and Linux Server) and Network Performance
- Monitored and responded to office tickets in the IT ticket system
- Visited branches and ships to resolve IT issues, audited active configurations, and installed, replaced, or performed maintenance of IT‐related equipment
- Coordinated with Vendors and Service Vendors for Network Service and Equipment
- Documenting processes, performing diagnostic tests, and installing/maintaining computers and systems
- Vendor Coordination: Liaised with vendors for procurement of IT equipment, software, hardware, and services, ensuring timely delivery and installation
- Ensured timely and accurate billing and follow-up on outstanding payments
IT Support Specialist
Regent Airways
10.2010 - 09.2013
- Provided exceptional customer service to end-users, internal stakeholders, vendors, and other entities you will deal with daily
- Working knowledge of servers, PCs, operating systems, windows updates, business productivity software, and peripherals in a Microsoft environment
- Provided second-level technical support to employees (Including Outside Countries Station) & Board of Directors through the resolution of Help Desk work orders as assigned while ensuring Help Desk Service Level Agreement is met
- Performed various research and development tasks including hardware/software testing and keeping up to date with new technology
- Deployed, configured, and maintained IT hardware, including desktops, laptops, and peripherals
- Monitored and managed inventory levels to ensure an adequate supply of IT equipment
- Installed, operated, troubleshoot, and maintained computer equipment and software applications
- Installed, tested, ordered, and configured new workstations and hardware
- Ensured all incidents, notes, and updates are documented promptly within the Service Management Tool
- Participated in the after-hours on-call rotation
- Identified problems, monitor, administer and problem-solve various system, network, and operational issues
- Prepared and maintained records and statistics
- Liaised with Assistive Technology vendors and suppliers
- Performed other work within the job band as assigned
Education
Masters of Administrative Science - Computer Security and Forensics
Fairleigh Dickinson University
Vancouver, BC01.2023
Bachelor of Science - Computer Science & Engineering
University of Science and Technology Chittagong
01.2010
Skills
- MAC OS
- Windows
- Linux
- VMware
- TCP/IP
- VPN
- VLAN
- AWS
- Microsoft Teams
- Azure
- Basic Knowledge about Google Cloud
- Microsoft Office 365
- Routing and Security Protocols
- LAN & WAN
- Firewalls
- IDS/IPS
- Virus Scanning- Endpoint Network
- Cloud Technology
- Continuous Improvement
- Staff Management
Certification
- Red Hat Certified System Administrator
- Mikrotik Certified (MTCNA, MTCRE, MTCWE)
- NSE-1 and NSE-2 Certified
Volunteer Experience
Co-ordinator and Treasurer, University Alumni Association
Projects
DB Migration, Successfully migrated large-scale databases to a cloud platform with minimal downtime and data loss. Collaborated with cross-functional teams to develop a migration plan and optimize performance. Implemented robust testing strategies to ensure data integrity and consistency. CloudFormation, Designed and implemented infrastructure-as-code using AWS CloudFormation. Created templates for rapid deployment of complex applications. Enforced best practices for reliable and scalable infrastructure provisioning. LogDNA, Implemented and centralized logging solution for efficient log management and analysis. Developed custom log ingestion pipelines for diverse data sources. Integrated LogDNA with Monitoring tools for proactive issue resolution.
Bootcamp
Splunk Boot Camp, 5 days, Configuration and Managed components including Splunk Forwarders, Indexers, Search Head, dashboards, reports, and alerts organized by Think Cloudly.
Languages
English
Full Professional
Timeline
User Support Manager
United Financial Limited
05.2020 - 01.2021
Assistant Manager
Habib Group
10.2013 - 05.2020
IT Support Specialist
Regent Airways
10.2010 - 09.2013
Bachelor of Science - Computer Science & Engineering
University of Science and Technology Chittagong
Masters of Administrative Science - Computer Security and Forensics
Fairleigh Dickinson University
Similar Profiles
Donté WallerDonté Waller
Deputy Team Lead Financial Management Analyst I (Civilian) at United States Department of the Navy Department of the Navy (DON) – United States Defense Agency Financial Management Operations (FMO) DivisionDeputy Team Lead Financial Management Analyst I (Civilian) at United States Department of the Navy Department of the Navy (DON) – United States Defense Agency Financial Management Operations (FMO) Division
Ansel C.S.M. LeslieAnsel C.S.M. Leslie
Director and Operations Chief (COO) at The Riansel Financial Planning Services Limited (Agency of the Maritime Financial Group)Director and Operations Chief (COO) at The Riansel Financial Planning Services Limited (Agency of the Maritime Financial Group)
RAKESH JRAKESH J
Network Engineer at EQL FINANCIAL TECHNOLOGIES PRIVATE LIMITED (Formerly name of INDIAFILINGS PRIVATE LIMITED)Network Engineer at EQL FINANCIAL TECHNOLOGIES PRIVATE LIMITED (Formerly name of INDIAFILINGS PRIVATE LIMITED)
Ivan LinIvan Lin
Volunteer at AMS Food BankVolunteer at AMS Food Bank
Yetunde Precious AsaoluYetunde Precious Asaolu
Independent Research and Writing (Mental Health) at Independent / Self DirectedIndependent Research and Writing (Mental Health) at Independent / Self Directed