Mir Akbar Hossain

1. Manage Help Desk tickets (2nd/3rd line). 2. Respond to customer issues via phone, email and computer chat. 3. Provide customer assistance. 4. Document customer interactions. 5. Run diagnostics to resolve customer reported issues. 6. Escalate issues to the next Tier with next level of difficulty. 7. Install, make changes and repair computer hardware and software. 8. Follow-up with customers to ensure issues are resolved. 9. Administration, support and configuration of Microsoft 365 for new and existing users. 10. 2nd line infrastructure support (Microsoft Azure).

Installing or upgrading Windows systems and servers. Deploy, manage and troubleshoot Active directory, Group Policy, File server, ADRMS etc. Deploy and manage virtualized environment. Deploy and maintain Exchange server. Implement Microsoft 365 services. Manage and monitor Microsoft 365 services. Troubleshoot and resolve issues with user access to cloud services. Assist with the creation of policies around the proper use of Office 365 services and support. Implement, monitor, and maintain Microsoft Azure solutions, including major services related to compute, storage, network, and security. Providing technical support for staff and back-end system users. Provide customer support. Analyze system issues and provide resolutions. Assist in development and enhancement of IT systems. Provide 2nd and 3rd level system support.

Teach Microsoft technologies Windows Server, Exchange Server, Microsoft 365, Microsoft Azure. Planning, preparing and researching lessons. Conduct role-specific training on tools and programs. Maintain updated records of training curriculum and materials.