SUMMARY:

• Experienced Information Technology professional with demonstrated skills in delivering services and high level technical supports to stakeholders in alignment with business needs.
• Experienced in IT, SQL, Salesforce, data analytics, custom reporting, customer support, business analysis in automotive industries and sector.
• Excellent knowledge and experience in MS Office Suite including Word, Outlook, Excel, Project, PowerPoint, Access. Experienced in Salesforce CRM, Salesforce Developer knowledge including Visualforce, Lighting component, Apex Programming, Custom objects, Data Analysis, Relational DBMS, SQL
• Citrix portal and ticketing system, JIRA (project issue tracking tool), Basic Object Oriented Programming (OOP) - HTML, java, Big Data Analysis, Understanding of UML modelling, ER Data modelling, User Experience, SDLC, Project Management methodologies including Agile software development.

TECHNICAL SKILLS:

Networking skills: Decent understanding of (Dynamic Host Configuration Protocol), Domain Network Server (DNS) routing, switching system, TCP-IP.

WORK EXPERIENCE:

Confidential, NJ

Application Support Specialist (Present)

Responsibilities:

• Supporting as level 2 and 3 application tickets for BMW RSP Plus (Retail Sales Portal) projects using ITSM and Sales force CRM platform. Trained in Salesforce Developer including Apex programming, lightning component and visual force.
• Working with various range of BMW Applications, release deployment depending on business need using devops, Hotfix for defect applications in Jenkins, smoke test after implementation, creating access to server application before deployment, managing backups, removing temp access after deployment.
• Documenting operational manuals for various support projects.
• Agile SDLC team work for BMW IT software development.
• Working for BMW BYO project Build Your Own), dealing with BMW Genius Image Generation (CoSy) using Server Side Configuration tools, Unified Configuration Protocol.

Confidential, CA

Application Support

Responsibilities:

• Dealing with Connect Math and ALEKS software of McGraw Hill to provide software support to sector.
• Troubleshooting technical issues/ Systems Bug using JIRA software tracking tool and providing guided solution to resolve the problem through Salesforce.com CRM platform.
• Escalating major Content Bugs/SYS Bugs to appropriate department, monitoring progress and providing resolution in specific timeframe, ensuring SLA’s.
• Documenting each case in Sales force platform for generating future reports of common issues, Advising technical requirements required for every ALEKS (MHE) software users to avoid technical glitches.
• Working along with UX research team for software user experience and design development.

Confidential

Strategic Support Specialist

Responsibilities:

• Dealing with Real time Yodel Database, mainly creating and distributing accurate reports using Yodel Business Intelligence Database Management Systems and MS excel ensuring existing policies, standard and guidelines.
• Dealing with strategic client report issue, escalation and resolution in most efficient way using emails, tickets, Web reporting, Citrix portal tools.
• Troubleshooting computer problems via the telephone & web channels like ticketing system.
• Maintaining productivity by answering tickets and resolution to ensure customer SLA.
• Resolving issues by coordinating solutions with the Reporting Line Manager for high priority escalation following company internal procedures.
• Communicating efficiently with assigned team or function both advance notice and real time, necessary software while required to new team member assigned.

Confidential

Customer/Technical Support Specialist

Responsibilities:

• Supporting individual credit report and cancellation process along with technical support team using Citrix portal system. Attained complex on technical support, financial decision-making process, credit building history, and financial association and disassociation reports, default accounts, CCJ, future credit opportunities. As a multilingual, dealt with the issues both (technical and financial) of clients with language barriers
• Helping existing clients to build greater confidence and minimize credit deficiency by identifying credit affecting issues and analysing potential solutions.
• Analyzing factors affecting consumers credit acceptability, helping them to make best effective financial and purchasing decision.

Confidential

IT Network Support Specialist

Responsibilities:

• Local Area Network (LAN) testing of internal cabling to all client machines.
• Installing the switch router and establishing modem connections to the PC’s.
• Configuring the DHCP server and installing firewalls.
• Establishing wireless connections in order to maintain uninterrupted internet facilities.
• Configuring the office telephone system to operate via the server using VoIP software and technology.
• Maintaining the network system through scheduled tests e.g. LAN testing and connection checks.
• Investigating faults and/or loss of performance by analysing and diagnosing faults e.g. checking cabling, routers, software settings, drivers and network adapters etc.
• Taking corrective action once the cause of the fault or loss of performance e.g. replacing faulty devices, reinstalling or updating software etc.

Confidential

Responsibilities:

• Investigated sustainable renewable energy resources for powering telecommunication base station in developing countries Bangladesh.
• Analysed current power issues in country’s telecom sector and evaluated the best possible renewable solution for its green future based on capital and operational expenditure.
• Designed power supply solution using renewable sources along with traditional source for reducing diesel dependency.
• The research has been ed first prize at Biennial Convention of American Association of Bangladeshi Engineers and Architect 2016, Detroit-Michigan and nominated for the publication on its upcoming conference.

Confidential

Responsibilities:

• Evaluated text mining of twitter data with various algorithms such as NB, Identified and analysed what fields are convenient and what are less convenient specifically for London riot 2011 twitter dataset, performed structural analysis.
• Constructed Data processing through cleaning big data without elimination of mandatory field for ensuring data quality, interpreted and analysed the clean data set in Weka 3.6 data mining software.