ASHRAFUR RAHMAN

• Maintain and troubleshoot computer network hardware issues to identify and rectify problems, ensuring seamless operations and optimal performance.
• Repair computers, peripherals, network equipment, and software with precision and expertise, maintaining a safe and functional operating condition.
• Provide installation, maintenance, queue management, and configuration support for direct connect and network-based single-purpose and multifunction peripherals, streamlining workflow efficiency.
• Collaborate with upper management and the operation group, offering valuable insights and assistance on technology-related projects and research.
• Consult with users, management, vendors, and technicians to assess computing needs and system requirements, leading to effective solutions and enhanced productivity.
• Offer after-hours support, swiftly addressing urgent issues and ensuring continuous support for the organization's IT infrastructure.
• Act as the first point of contact for all technical support issues, delivering prompt and reliable assistance to end-users.
• Manage and maintain IT hardware inventory, ensuring availability of necessary equipment, and place IT orders promptly to maintain a smooth supply chain.

• Coordinated the operational activities and work schedules of over 8 employees, including monitoring performance, providing training, and ensuring compliance.

• Led initiatives to drive customer-centered solutions, resulting in achieving a 90% average customer satisfaction rating in 2019, reflecting excellent performance.

• Managed daily calls and client accounts, delivering top-notch customer service while selling and recommending plans and services to customers.

• Communicated with customers to identify and fulfill their needs, utilizing Kayako, a customer service software.

• Supervised business accounts and all accounting operations, efficiently managing equipment inventory and ordering supplies. • Oversaw payroll management, issuing paychecks for employees, while continuously identifying opportunities and developing strategies to enhance the customer service experience and improve customer retention.

• Processed Help Desk tickets and contributed to providing effective client support, resulting in an improved customer-centric environment.
• Managed inbound support calls and emails, promptly responding to support-related inquiries, and escalated issues to the appropriate unit when necessary.
• Oversaw the installation and configuration of Windows and Mac Operating Systems, facilitating the setup of new devices on client networks.
• Conducted User Data migration and performed troubleshooting and remediation for hardware, software, network, and printing issues.
• Fostered and promoted prompt client support, offering assistance to clients with Office 365, mobile device, desktop, and laptop support and guidance.