Mehtab Alam

Experience

• 

  HCL Infosystems Ltd.

  Oct 2018 - Mar 2020

  Junior Network Engineer & Technical Support

  •Managed the design, installation, and management of organization-wide local area network, wide area network, network segment, and internet system•Optimize network performance and reliability by maintaining hardware and software, analyzing technical issues, and ensuring availability to system users•Implement effective security measures to protect data, software, and hardware•Deliver Tier I network ticketing support to resolve all issues for 500+ users•Execute the maintenance window changes for multiple locations, performing troubleshooting of routing and switching issues.•Diagnosed program malfunctions, identifying root causes and implementing corrective solutions.•Coordinated with users and management teams to establish system requirements for specific software solutions.•Collaborated with staff, users and management to establish requirements for new systems or modifications.•Set up equipment based on staff needs and IT capabilities.•Monitored daily performance of existing computer systems.•Patched software programs to close security loopholes and update systems with latest functionality.•Supported non-technical users by quickly investigating and resolving hardware and software issues.•Recommended strategies to make the most out of systems with limited IT infrastructure.•Tracked reported IT issues to discover trends and plan remedial action.•Researched new updates, products and changes to best practices.•Assessed feasibility of process automations and recommended their implementation. Show less

• 

  YES INFRA SOLUTION PRIVATE LIMITED

  Apr 2020 - May 2022

  Assistant Technical Manager

  •Supervised hourly and temporary personnel, provided direction and reviewed work process.•Addressed and resolved customer inquiries and complaints to restore satisfaction.•Oversee office administration to ensure operations run smoothly.•Carry out office-related tasks including purchasing office supplies.•Maintaining sales materials.•For staff, prepared daily, weekly, and monthly reports.•Maintained appointment calendars for executives.•Managing data of employees, official needs and marketing task.•Handled tasks of diagnosing hardware and software problems•Performed multiple network QA tests and troubleshooting networks and devices for customers•Participated in a rotating 24/7 on-call customer service to support network problems•Troubleshooting technical issues: Technical support professionals need to be able to diagnose and troubleshoot issues with electronic devices, software, and hardware.•Providing technical assistance: Assisting customers with the installation, configuration, and use of software, hardware, and other technical products.•Responding to customer inquiries: Communicating with customers via phone, email, live chat, or in- person to address technical issues or answer questions.•Documenting technical support requests: Recording and tracking customer support requests, documenting issue diagnoses, and maintaining records of support interactions in a customer database.•Escalating complex issues: Troubleshooting more complex technical issues and escalating these to appropriate IT or engineering teams if necessary.•Providing product training: Providing customers with training materials and how-to guides to facilitate the use of technical products.•Remaining up-to-date with technology: Keeping abreast of technological advancements and updates in software, hardware, and other electronic devices to improve product knowledge.•Providing excellent customer service: Maintaining a high level of customer satisfaction by providing timely. Show less

• 

  Tracking

  Aug 2022 - Jul 2023

  •Co-ordinate with sales teams and generate leads for SFDA. •Maintaining the documentation for all information and activities related to the product.•Addressing the customer's concerns and complaints in a timely manner.•Staying updated with product knowledge, market dynamic, and sales process relating to the product.•Establishing the pricing guidelines and strategies for a new product. •Obtaining customer's feedback and giving recommendations to the production team for product revisions. •Recommending the product enhancements required to meet changing customer needs.•Supporting the marketing team in designing the appropriate marketing strategies for the product at different product cycle stages. •Resolving customer issue. •Develop a deep understanding of the company's products and services, as well as industry trends and market demands. •Work closely with the sales team to gather customer requirements, conduct product demonstrations and presentations, and build strong relationships with key clients. •Contribute to the development of new products and services, working closely with cross-functional teams (such as engineering, marketing, and operations) to ensure all products meet customers' s needs. • Conduct market research to understand customer needs, competitor products, and pricing strategies, and use this information to make recommendations for product improvements.•Develop and deliver training programs for internal teams and customers, to ensure a complete understanding of the product and its features and benefits. • Ensure that all product documentation (including user manuals, instructions, and marketing collateral) •Participate in industry events and conferences to keep up-to-date on the latest trends and to network with potential clients. •Collaborate with the marketing team to develop and implement targeted product marketing campaign. Show less Monitored and maintained network performance regularly to improve general network functions and performance• Assisted in-house lead network engineer on network design, configuration, testing, and implementation of IT solutions• Helped with on-call support for installation and troubleshooting of the configuration issues for customers.• Supporting the marketing team in designing the appropriate marketing strategies for the product at different product cycle stages• Collaborated with marketing and sales to maintain and update system configurations and present details to stakeholders.• Worked closely with cross-functional teams to manage and communicate product changes and life cycle stages. • Manage the product launch process, from initial planning to final execution, ensuring that all stakeholders are informed and engaged.• Continuously monitor product performance, collecting feedback from customers and colleagues, and making recommendations for improvements or changes as necessary.•Provide customer support•Troubleshooting hardware and software issues•Installing and configuring software and hardware•Responding to technical inquiries from employees and customers•Providing remote and on-site support•Maintaining computer systems, including updates and backups•Collaborating with other IT professionals to resolve technical issues•Performing system maintenance•Documenting technical procedures and standards.• Answer and direct phone calls•Familiarity with hypervisors such as VMware & Citrix Hypervisor•Experience with Linux-based operating systems like Ubuntu, Kali.•Proficiency in deploying and configuring Windows Server 2016/2019•Ability to manage Active Directory, DNS, DHCP, and other network services•Understanding of network protocols and topologies.•Knowledge of remote access technologies such as VPNs or remote desktop gateways•Ability to troubleshoot hardware and software issues related to virtualization, operating systems, and servers. Show less

  • Product Specialist

    Jan 2023 - Jul 2023

  • Administrative Coordinator & Technical Support

    Aug 2022 - Jan 2023
• 

  Home Today Group

  Aug 2023 - now

  Information Technology Officer

  - Currently working with Home Today Group of Company as an IT professional.- Over 6 years of experience in the IT industry.- Specializing in handling email domains and website domains.- Responsible for managing and maintaining ecommerce websites.- Product Listing on the ecommerce websites.- Proficient in ERP administration.- Skilled in data analysis and interpretation.- Experienced graphic designer- Jisr handling as admin.- Employees Training