Summary
Overview
Technical Skills
Work History
Education
AssistantManager
Upama Ferdousi

Upama Ferdousi

IT Support & Technical Documentation Lead
Glen Head,NY

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

7
7
years of professional experience
5
5
years of post-secondary education

Technical Skills

Ticketing Systems: JIRA, ServiceNow, BMC Remedy, Salesforce

Operating Systems: Windows (7, 10, Server), macOS, Android, iOS, Linux

Virtualization: VMware vSphere, VMware Horizon, Citrix, VDI (Windows 7 & Windows 10), Windows Server

Remote Support Tools :GoToAssist, JAMF, AirWatch MDM, Windows Remote Desktop, OPManager

User Account Management: Active Directory, AWS

Software & Productivity: MS Office Suite (Word, Excel, PowerPoint, Outlook), MS Teams, Slack, MS Visio, MS Project

EHR Systems: EPIC, HealthEdge

Networking: LAN/WAN Configuration, VoIP Systems (Cisco 8800, 7900 series)

Document Publication: JIRA Confluence, MS Teams Wiki, MS SharePoint

Programming Languages: Python and others (https://github.com/uferdousi197)

Work History

Lead Service Desk Agent

Ellumen
Silver Spring, MD
02.2025 - Current
  • Provided Tier 1 and Tier 2 support for JOMIS (Joint Operational Medicine Information Systems) applications, ensuring timely resolution of technical issues and maintaining high user satisfaction across military healthcare users.
  • Authored and maintained comprehensive internal documentation and SOPs for Service Desk workflows, troubleshooting procedures, and system updates to standardize processes and support knowledge transfer across the team.
  • Managed user access provisioning and role-based permissions within Jira, collaborating with project managers to ensure compliance with security protocols and smooth onboarding/offboarding of users.
  • Oversaw and organized Confluence spaces for the Service Desk team, creating structured knowledge bases and collaborating with cross-functional teams to keep documentation accurate, current, and searchable.

Technical Writer

Consilium Partners360
03.2024 - 11.2024
  • Authored and released an average of 5 technical documents per week for governance review and publication, enhancing new hire orientation by improving HealthEdge software training materials, resulting in streamlined onboarding processes and increased user proficiency.
  • Partnered with cross-functional teams, including IT, operations, and clinical departments, to create precise and actionable documentation supporting onboarding and continuous system training.
  • Streamlined content management by implementing version control and coordinating updates with the Learning and Development team, ensuring documentation aligns with the latest software updates and workflows.
  • Enhanced user experience by simplifying complex technical concepts into easy-to-understand documentation.
  • Proved successful working within tight deadlines and a fast-paced environment.

Lead Technician

Columbia University Medical Center
01.2022 - 03.2024
  • Provided technical support to 100+ users across multiple platforms, including Windows, Mac, iOS, and Android, both onsite and remotely, ensuring timely issue resolution and optimal device performance.
  • Resolved an average of 7-10 IT support tickets daily, prioritizing high-impact issues to ensure timely resolution while maintaining excellent customer service and user satisfaction.
  • Trained and mentored 3 newly hired technicians on daily IT operations, ensuring a seamless onboarding process and improving their ability to handle day-to-day support tickets efficiently, resulting in faster issue resolution and reduced escalation rates.
  • Assigned and delegated tasks to a team of 3 technicians based on their skill levels to promote growth and development, ensuring efficient ticket resolution and maintaining a high customer satisfaction rate of 95% or above.
  • Led the recovery efforts for 3 business units impacted by flooding, restoring damaged IT equipment and infrastructure, and successfully getting staff back to full operations within 2 weeks, minimizing downtime and ensuring business continuity.
  • Managed IT assets across 10+ locations throughout New York, coordinating hardware replacements to meet security compliance requirements and ensuring seamless transitions with minimal disruption to operations.
  • Trained end-users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.
  • Published 5 knowledge base articles monthly to provide readily available solutions, reducing downtime and improving first-call resolution rates for IT support issues.
  • Consistently received high user satisfaction ratings, becoming the preferred technician for support requests due to prompt issue resolution, personalized assistance, and a customer-focused approach.

IT Support Specialist

Columbia University Medical Center
01.2019 - 01.2022
  • Successfully assisted over 100 users in migrating from Windows 7 to Windows 10 as part of the EPIC electronic health record system upgrade, ensuring a smooth transition with minimal downtime and enhanced system compatibility.
  • Collaborated with the IT Director to develop a comprehensive remote work guide during the COVID-19 lockdown, assisting over 500 employees in transitioning to secure and efficient remote operations, minimizing disruptions and maintaining business continuity.
  • Collaborated with system engineers on multiple improvement initiatives, resulting in enhanced system performance and usability for over 100 end-users, reducing technical issues and improving overall user experience.
  • Managed over 30 consecutive support calls during critical system outages, ensuring clear communication, timely issue resolution, and minimizing downtime to maintain user satisfaction and business continuity.
  • Quickly adapted to the role, achieving full proficiency within 30 days and independently managing user support requests, contributing to improved team efficiency and service delivery.

Network/Telcommunication Support

Department Of Citywide Administrative Services
01.2018 - 01.2019
  • Supported the implementation, troubleshooting, and maintenance of LAN/WAN networks across 10+ core and remote sites, installing and configuring switches, supervisor modules, and testing connectivity to expand network infrastructure.
  • Monitored the performance of 50+ switches and routers using OpManager and IPManager SNMP tools, ensuring network uptime and setting up notification profiles to improve incident response times.
  • Ordered, enrolled, and managed 200+ wireless devices (iPhones, iPads, MiFi) through AirWatch MDM and Salesforce, generating monthly reports to track usage, enforce policies, and deactivate unused devices.
  • Configured and managed VoIP systems, troubleshooting Cisco 8800 and 7900 series phones, collaborating with DoiTT for new builds, and maintaining the DCAS VoIP database to streamline service requests and improve communication efficiency.
  • Redesigned and updated the Network Infrastructure and Telecommunication pages on Dcasconnect using HTML/CSS3, improving documentation accessibility and creating future reference guides for technical staff.

Education

Master of Science - Information Technology

Pace University
New York, NY
06.2022 - 12.2023

Bachelor of Science - Computer Information Systems

CUNY School of Professional Studies
New York, NY
08.2017 - 12.2020

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Upama FerdousiIT Support & Technical Documentation Lead