Fazle Rabbi Tusher

Provided expert Level 1 and Level 2 technical support to end-users, swiftly resolving a broad spectrum of hardware, software, and networking incidents to minimize downtime and enhance productivity.

Administered and maintained core Microsoft 365 services (Exchange Online, Teams, SharePoint) and Active Directory, managing user accounts, group policies, and security groups to ensure secure and seamless access.

Contributed to Windows Server administration, including patch management, system monitoring, and developing basic PowerShell scripts to automate routine tasks, improving operational efficiency.

Diagnosed and resolved complex issues related to remote access solutions (Citrix, VPNs, RDP), ensuring uninterrupted connectivity and productivity for a diverse user base.

Managed the full incident lifecycle using ServiceNow, Freshservice, and JIRA, consistently adhering to ITIL standards and contributing to efficient resolution times.

Supported application deployments, OS upgrades, and SCCM-based software distribution, facilitating smooth rollouts and minimal disruption across the enterprise environment.

Collaborated effectively with senior engineers on critical infrastructure projects, including device rollouts, system migrations, and security hardening initiatives, enhancing system reliability.

Supervised daily operational workflows for an online retail team, ensuring timely escalation and swift resolution of technical and logistical issues to maintain service continuity.

Delivered exceptional customer service and managed stakeholder relationships, effectively resolving front-line issues and contributing to enhanced customer satisfaction.

Identified and implemented process improvements, collaborating with team members to optimize service delivery and boost operational efficiency within a fast-paced retail environment.