MD OMAR FARID BHUIYAN

IT Support Specialist

Electro Rent(May 2022 - July 2023)

Providing advanced technical support and customer service to end-users byanalyzing, researching, and resolving complex issues via phone, email, and remotedesktop connection. Articulating technical concepts in a relatable way to the endusers.
Diagnose and troubleshoot hardware, software, and network connectivity issues,including Windows operating systems, Microsoft Office, and various businessapplications, desktops, laptops, printers, plotters, and mobile devices.
Strong troubleshooting knowledge of errors in SharePoint, OneDrive, Teams, Office2016, Office 365, VoIP Phone Systems, MDM (Apple, Meraki, Sophos), Adobe Suite,Microsoft Exchange, Remote Desktops, OS Recovery, Hyper-V.
Excellent problem-solving skills by working from the ticket queue to ensure allrequests are resolved in a timely and efficient manner, as well as, providing regularupdates and following-up with end-users to meet department and customerservice objectives (awarded for quickly resolving 20+ tickets/day with a 95%success rate).
Worked closely with Network and System Administrator with installations, repairs,and maintenance of the server, router, access point, switch, firewall, and VPN, aswell as onboarding/offboarding, providing access to system privileges.
Conduct regular system audits for IT infrastructure to ensure optimal performance,minimize downtime, and compliance with company policies and procedures.
Participated in various IT projects, including hardware and software upgrades,system migrations, and security initiatives by suggesting new ideas and theirimplementation.
Maintained inventory of IT assets and equipment, ensuring accurate records andtimely replacement of outdated or damaged equipment; provide updates tomanagement.
Analyzing ticket types and building a relevant FAQ on commonly reported issuesfor all employees and providing training to employees across all departments onnew technologies to optimize productivity; reduced tickets by 27% and createdKnowledge Base for internal IT coworkers that decreased ticket response time by39%.

Diploma in Computer Systems Technician from George Brown College Toronto