Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

ASHRAFUR RAHMAN

Sterling Heights,MI

Summary

Highly motivated and skilled IT Support Specialist with a proven track record of delivering exceptional technical assistance and problem-solving expertise. Seeking a challenging role in an innovative and dynamic organization where I can leverage my strong technical acumen and customer service skills to provide reliable IT support, contribute to continuous improvement initiatives, and ensure seamless operations for end-users and stakeholders.

Overview

8
8
years of professional experience
1
1
Certification

Work History

IT SUPPORT

Universal Logistics Holdings, Inc
09.2021 - Current
  • 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.

MANAGER, CUSTOMER SERVICE AND ACCOUNTING

Bioscope,LLC
11.2015 - Current

• 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.

HELP DESK TECHNICIAN

MLS Inc.
07.2016 - 11.2018
  • 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.

Education

BACHELORS - COMPUTER INFORMATION SYSTEMS

University of Detroit Mercy
Detroit, MI
2024

ASSOCIATES - COMPUTER INFORMATION SYSTEMS

Wayne County Community College
Detroit, MI
2020

Skills

  • Technical Troubleshooting
  • Customer Service
  • Hardware and Software Knowledge
  • Problem Solving
  • Ticket Management
  • Network Support
  • Remote Support
  • System Configuration
  • IT Security
  • Documentation

Certification

  • CompTIA IT Fundamentals+ (ITF+)
  • CompTIA A+
  • Microsoft Technology Associate (MTA)

Languages

Bengali
Native or Bilingual
English
Full Professional

Timeline

IT SUPPORT

Universal Logistics Holdings, Inc
09.2021 - Current

HELP DESK TECHNICIAN

MLS Inc.
07.2016 - 11.2018

MANAGER, CUSTOMER SERVICE AND ACCOUNTING

Bioscope,LLC
11.2015 - Current

BACHELORS - COMPUTER INFORMATION SYSTEMS

University of Detroit Mercy

ASSOCIATES - COMPUTER INFORMATION SYSTEMS

Wayne County Community College
  • CompTIA IT Fundamentals+ (ITF+)
  • CompTIA A+
  • Microsoft Technology Associate (MTA)
ASHRAFUR RAHMAN