Avijit Sarkar (RHCSA)

Experience

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  Grameenphone Ltd

  Nov 2010 - Jan 2011

  Internship

  • I arranged at least 25 in-house Training Program

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  Aamra Companies

  Oct 2012 - Jan 2015

  Executive at Tecnical Support & VAS

  Providing Technical Support at Sainsbury’s Asia Limited, Standard Chartered Back (SCB), Tetra Pack, and GAP InsResponsibilities:  Configuring mailbox at Outlook for Exchange and POP mail service & also Diagnosis (Archiving Mailbox, Maintain OST/PST file, Address Book & Other Issues). Configuration of mailbox (Exchange and POP), synchronization calendar, contacts etc. on the Smart Phones - Android, Windows Phone, Apple Device and also take care others issues. Connect a New Laptop/Desktop to Domain Server. Video Conference Device setup, maintenance & other support. Wi-Fi Router Configuration & Maintenance (Icon, Netgear, Linksys, TP-Link.). Understanding & providing the client support as per their needs.  IT related asset inventory maintenance. Show less

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  Mahindra Comviva

  Jan 2015 - Sept 2017

  I worked to MS project for Robi – Airtel Bangladesh Unit as a L1 Support EngineerResponsibilities:  Operations and Maintenance of Comviva dBILL (Charging Gateway), ASE (Advanced Subscription Engine), MSDP, CGW, LDPA platform. Monitoring the implementation & operation of defined controls and recommendations on a going basis via client. New Plan ID & Service ID creation on ASE & CGW for CP (Content Provider) and also provide the UAT result for new services. New User creation on ASE, dBILL & LDAP platform and also provide the Users’ support according to their needs. Bulk submission related issue of CP on MSDP platform.  Remove Existing Data Pack, Data Pack Status and Data Pack all related support. Support all project & operations as level 1 support. Understanding operator’s working grid lines, technology, framework etc. Show less I worked to GSS project for Airtel Bangladesh Limited.Responsibilities:  Providing Technical Support for the Microsoft Outlook 2007, 2010 & 2013/ LYNC 2010 & 2013/ Outlook Web Access / Office 365. To deliver the advanced technical troubleshooting and problem resolution for VIP / Senior Users at the Airtel location. Handling Service Request and Incident related to unify messaging and MS Outlook platform 2007, 2010 & 2013, LYNC 2010 & 2013, Office 365. Diagnosing, Configuring mailbox in outlook (Individual, Generic/Shared Mail box), Handling PST / Archive related issues in outlook, Signature, Meeting, Calendar, and Address book related issues. Android, Windows Phone, Apple Device – IPAD / IPHONE and their related issues i.e. configuration of mailbox on these Smart Phones, troubleshooting related to mail inflow, synchronization of mailbox, calendar, contacts etc. Show less

  • Consultant - Managed Servise (MS)

    Apr 2016 - Sept 2017

  • Consultant at Global Support Service (GSS)

    Jan 2015 - Mar 2016
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  Munshi HR Solutions Limited

  Oct 2017 - Jul 2021

  Technical Support Engineer L1

  Project for Grameenphone Limited & Telenor Myanmar (TNM)Responsibilities:  Preparing the Daily Aging report on basis of logged ticket on the tool.  Preparing the Daily Productivity report for the resource who are working in this project. Installation & configuration of a user’s computer hardware operating systems and applications.  Maintenance and monitoring of computer networks and systems. Taking ownership of customer issues reported and seeing problems through to resolution. Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams. Ask customers targeted questions to quickly understand the root of the problem.  Track computer system issues through to resolution, within agreed time limits. Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue. Prioritize and manage several open issues at one time. Follow up with clients to ensure their IT systems are fully functional after troubleshooting. Ensure all issues are properly logged. Show less

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  Wipro

  Jul 2021 - Sept 2023

  Senior Project Engineer - Service Desk

  Project for Grameenphone Limited & Telenor Myanmar (TNM)Responsibilities:  To create, manage & maintenance User Accounts & System Accounts as per the requirement on different Organization Unit (OU). To create Distribution List (DL) or Mail Group and also provide permission to Group Owner to modify the DL. To provide permission (read/write/modify) on the share folder location. VPN ID creation, manage & maintenance and share the SecureIID Authentication Token or RSA token to the users.  Preparing Report on daily basis like as: Aging Report, Work Order Report, 75% SLA Violation Report, Call Report, Productivity Report.  Preparing Report on monthly basis like as: Business Justification Report against the SLA Violation & TOF Report.  Minor & maintain the response and resolution SLA on the Service Tool like as: Summit Tool, IDM Tool, GSS Service Now Portal & Service Manager (TNM).  To response users’ call with 30 seconds & also managing 97% Response Call SLA on every month.  To provide support under Frist Call Resolution (FCR) category within 30 minutes and also achieving the 40% FCR on each month.  To attend the users’ call within the described SLA time (30 seconds), guide them properly on the appropriate direction and also assign Support Engineer to solve the issue.  To raise Incident (INC) and Service Request (SR) tickets with proper approval flow on basis of requests through mail and phone call to the Service Tool.  To answer users’, internal Infra and Application Team queries over the mail as per their queries within the Mail SLA Time (60 minutes).  To prepare and update the Standard Operation Procedure (SOP), organize and attend the Knowledge Transfer (KT) session within the Team to enrich the trustworthy support. O365 Migration & Secure LAN Project: To take KT from project team and guide the user regarding the migration related task through mail & over the phone communication. Show less