Ashikuzzaman Khan Ridoy
Arlington
Overview
9
9
years of professional experience
Work History
Director of Services
Tidel Engineering
05.2024 - Current
- Implemented cutting-edge technologies into daily operations to improve overall efficiency.
- Took entrepreneurial approach to enable technical expertise of customer services organization.
- Provided exceptional leadership through clear communication of expectations and goals for team members at all levels within the organization.
- Ensured compliance with industry standards and regulations by conducting regular audits and assessments of departmental processes.
- Developed comprehensive training programs to enhance staff skills, knowledge, and expertise in their respective roles.
- Built and sustained trusting client relationships.
- Hired, developed, motivated and retained top talent.
- Expanded service offerings by researching market trends and incorporating innovative solutions into existing programs.
- Conducted thorough market research to identify new opportunities for growth within the industry.
- Increased employee engagement through regular recognition programs and team-building activities.
- Collaborated with other departments to develop strategies for better integration of services across the organization.
- Optimized service delivery through effective resource planning, scheduling, and forecasting techniques.
- Improved customer satisfaction ratings by addressing issues promptly and implementing corrective actions.
- Implemented strategies to enable team members to provide quality services to clients.
- Maintained knowledge of business operations to keep departments and employees up to date on important work-related changes.
Tidel Engineering LP
01.2022 - Current
- Evaluates expanding or enhanced computer operations; makes recommendations for improvement and upgrades to hardware and software to manage workload and system requirements
- Provides technical support-identifying, investigating, and resolving users' problems with computer software and hardware-for problems that are beyond the expertise of Technical Support Representatives
- Applies knowledge of computer software, hardware, and procedures to solve problems
- Collaborates with other employees to research and resolve problems
- Collaborates with programmers to explain errors and/or recommend modifications to computer programs
- Arranges service by software or hardware vendors to repair or replace defective products
- Develops and communicates department projects and goals
- Maintains knowledge of technology innovations and trends
- Performs other related duties as assigned and maintain electronic ticket and resolve
Technical Support Analyst
Accenture
03.2021 - 11.2021
- Complete detailed reports listing requests for technical assistance, steps taken to resolve them, and the specific dates and individuals involved
- Resolve issues for staff via phone or electronically
- Perform hardware and software installations, configurations and updates as needed
- Provide daily support to users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation
- Develop training manuals and troubleshooting procedures to help both support personnel and end users interact properly with hardware and software
- Create and implement new processes to improve efficiency and customer satisfaction while reducing costs
- Collaborate with technical staff and clients to establish goals and objectives for system improvements and upgrades
- Creating an electronic ticket in snow-(service-now) for every client's technical problem and resolve
- Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
- Resolved complex technical issues for clients, enhancing overall system performance.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Improved customer satisfaction by providing timely and accurate technical support to ensurers.
- Supported continuous improvement initiatives by identifying opportunities for process optimization within the support team environment.
- Used ticketing systems to manage and process support actions and requests.
- Diagnosed and troubleshot hardware, software and network issues.
- Monitored system performance to identify potential issues.
Technical support
Statefarm
10.2020 - 02.2021
- Identifying hardware and software solutions
- Troubleshooting technical issues
- Resolving network and VPN issues
- Installing and configuring hardware and software
- Speaking to business partners to quickly get to the root of their problem
- Talking business partners through a series of actions to resolve a problem
- Following up with clients to ensure the problem is resolved
- Managing multiple cases at one time
- Complete detailed reports listing requests for technical assistance, steps taken to resolve them, and the specific dates/individuals involved
- Resolve VPN and technical issues related to network interruption
- Provided expert technical support to clients, ensuring smooth operation of their satellite systems.
- Elevated customer satisfaction levels through the timely resolution of technical support requests.
- Increased customer satisfaction by providing expert technical support for electronic products.
Customer Service Representative
PLS Financial Services
09.2019 - 12.2020
- Diagnose and resolve technical hardware and software issues involving internet connectivity, email
- Maintain high-volume workload within fast paced environment
- Assisted an average of 550 clients in weekly, consistently meeting performance benchmarks in all areas (speed, accuracy, and volume)
- Provide technical support, identified, and resolved issues with Windows OS, IP phones, network printers, networking and telecommunications equipment and Hi-speed scanners
- Managed the escalated service concerns received from staff, employer contacts and account managers
- Proficiently and professionally responded to customer and sales representative's questions pertaining to orders, product availability, backorders, price, products and services, procedures and policy
- Assisted customers in navigating company's website and troubleshooting technical issues
- Provided suggestions regarding increasing technical support productivity
- Trained new employees to incorporate an efficient screening process
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Met existing customers to review current services and expand sales opportunities.
- Consulted with businesses to supply accurate product and service information.
Professional Driver
Uber
01.2017 - 01.2019
- Used iOS system to manage client expectations and experience to a high degree of satisfaction
- Effectively inspected and operated vehicle to ensure personal safety and protection of valuables
- Obeyed traffic laws, and followed established traffic and transportation procedures
- Developed rapport with clients to improve communication and emphasize appropriate safety measures
- Provided customers with prompt and courteous service as well as problem-solve customer complaints
- Managed time effectively to ensure punctual pick-ups and drop-offs for all scheduled appointments.
- Improved customer satisfaction by providing timely and efficient transportation services.
- Actively sought out new customers by networking within the community and promoting positive word-of-mouth referrals.
- Enhanced safety for passengers and pedestrians through strict adherence to traffic laws and regulations.
- Provided transportation services for special events such as weddings, proms, parties, or corporate functions upon request.
- Arrived on time to customer appointments.
- Drove safely and obeyed traffic laws to avoid accidents and injuries.
Store Manager
7 Eleven
01.2016 - 01.2017
- Streamlined operations, and implemented company strategies through merchandising, replenishment, product inventory, and loss prevention
- Managed daily store operations including store financial performance, cash control, fuel, inventory, customer service and staff management
- Trained and developed staff members in accordance with company policies and procedures
- Efficiently managed all operational functions including receiving/back-room inventory and store maintenance
- Managed the cash drawer by taking in cash, making change, and accurately balancing the drawer
- Coached personnel and evaluated the progress of the store to company's standards of quality revenue and service
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
- Implemented loss prevention strategies, significantly reducing shrinkage.
- Boosted overall store sales by implementing innovative marketing strategies and exceptional customer service standards.
Education
Information Technology System Administrator Training Certificate Program -
My Computer Career
Dallas, TX06.2020
Bachelor - Computer Information System
Devry University
01.2019
Skills
- Bachelor's degree candidate with over 5 years of experience in a technical environment
- Experienced in customized MSI deployments, configuration, and preventative security maintenance
- Hands on skills performing PC installation and operating system configuration in designated networks
- Experienced in troubleshooting OS including client platforms from Windows XP to Windows 10
- Installed Windows 7 Server 2008 while learning Active Directory and Group policy functions
- Trained onboarding employees/contractors in the use of applications and in technical support methods
- Innovative problem solver with a commitment to exceed goals set forth by customers and administration
- Excellent communication and diagnostic skills, consistently solve problems reputation for productivity, complex problem resolution and professionalism
- Proactive self-starter known to initiate process and system improvements to increase system stability and staff productivity
- Staff training and development
- Client retention strategies
- Performance metrics analysis
- Service delivery optimization
Technicalandtrainingexperience
- Performed network security setup & connectivity on Smartphones, laptops, and gaming systems.
- Retrieving system maintenance, Configuring ipv4 and ipv6 addresses.
- Computer virtualization and troubleshooting common system problems.
- Understand security socket layer and transport layer security.
- Installed Windows 7 Server 2008 while learning Active Directory and Group policy functions.
- Building custom computers & installing hardware and software.
- Troubleshooting windows and operating system error, Microsoft OS system installation, identify security threats and vulnerabilities, understand computer name resolution.
- Microsoft users, group and authentication, Microsoft Operating system administrative tools, TCP and IPD ports, Laptop features and mobile device.
- Mobile device networks connectivity and application.
- MS operating system administration tools, Windows logon, logoff, account changes and attack mitigation, BitLocker drive encryption.
Languages
Bengali
Full Professional
English
Full Professional
Timeline
Director of Services
Tidel Engineering
05.2024 - Current
Tidel Engineering LP
01.2022 - Current
Technical Support Analyst
Accenture
03.2021 - 11.2021
Technical support
Statefarm
10.2020 - 02.2021
Customer Service Representative
PLS Financial Services
09.2019 - 12.2020
Professional Driver
Uber
01.2017 - 01.2019
Store Manager
7 Eleven
01.2016 - 01.2017
Information Technology System Administrator Training Certificate Program -
My Computer Career
Bachelor - Computer Information System
Devry University
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