Sr. IT Specialist

Zak’s IT Services – New York, USA | 07/2024 – Present

• Administered Windows and Linux servers, Active Directory, DNS, DHCP, and Group Policy to manage user accounts, permissions, and secure access to systems and applications.
• Managed installation and configuration of new hardware and software—including desktops, printers, wireless access points, PA systems, antivirus, and enterprise applications—ensuring smooth and efficient deployment.
• Designed and implemented disaster recovery and backup processes, including scheduled backups and periodic recovery tests, to reduce data loss and downtime.
• Provided front-line technical support to end users via phone, email, and in person, troubleshooting issues with a strong customer-focused approach.
• Implemented and optimized network infrastructure components such as routers, switches, firewalls, and wireless systems to deliver secure and reliable client networks.
• Diagnosed and resolved hardware, software, and network issues for clients, minimizing disruptions and maintaining high system uptime.
• Conducted user training sessions and created clear, user-friendly documentation to help clients effectively utilize IT systems, applications, and tools.
• Maintained detailed technical documentation of client environments, including network setups, configurations, and troubleshooting procedures, to streamline ongoing support.
• Strengthened security posture by implementing security protocols, applying patches and updates, and monitoring systems to protect client environments.
• Collaborated with other IT professionals and third-party vendors to resolve complex issues, coordinate implementations, and enhance overall service quality.

IT Support Specialist

Bank Asia – Dhaka, Bangladesh | 05/2022 – 06/2023

• Provided technical support to employees via phone, email, and remote access.
• Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
• Performed routine maintenance and software updates on support tools and customer systems.
• Configured workstations, networks, servers and printers for end users.
• Tested hardware components prior to deployment in production environment.
• Created user accounts and configured settings in Active Directory.
• Assisted colleagues with complex IT problems or inquiries.
• Performed regular maintenance checks on computer hardware components.
• Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
• Implemented security measures to protect sensitive information from unauthorized access.
• Identified problems in printers, scanners and networking hardware, applying required fixes, or escalating issues.
• Evaluated local area network (LAN) and wide area network (WAN) performance data to verify availability and speed, identifying network problems.
• Imaged OS and software deployments throughout system and addressed implementation concerns.
• Configured hardware devices and software settings to optimize network performance.
• Monitored network performance and identified potential areas of improvement.
• Implemented security measures to protect the network from unauthorized access or malicious attacks.
• Configured and maintained various network devices such as routers, switches, firewalls.

Support Executive (Contractual)

Standard Chartered Bank – Dhaka, Bangladesh | 05/2018 – 04/2022

• Troubleshot and resolved hardware, software, and network issues, reducing downtime.
• Answered user inquiries to resolve computer software or hardware operation problems.
• Performed server patching activities using Windows Server Update Services.
• Monitored system performance and implemented optimizations, leading to an improvement in user satisfaction.
• Installed and performed minor repairs to hardware, software or peripheral equipment.
• Implemented security measures such as antivirus protection to protect against malicious attacks.
• Performed hardware upgrades, including RAM, SSDs, and graphics cards, to improve system performance.
• Managed Active Directory user accounts, groups, and permissions, enhancing system security.
• Installed, configured and maintained computer hardware, software and peripherals.
• Conducted regular system backups and disaster recovery operations, ensuring data integrity.
• Resolved printer, scanner, and other peripheral device issues, maintaining operational efficiency.
• Troubleshot network connectivity issues for both wired and wireless connections.