MD YEASIN ARAFAT

Experience

• 

  Grameen Foundation

  Mar 2017 - Apr 2018

  Project Representative
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  Fiber @ Home Ltd.

  Jan 2018 - Feb 2018

  Web Development Intern
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  Panasia Shipping Agency

  Nov 2020 - Jul 2021

  IT Support Engineer

  • Implemented and managed internal network infrastructure• Developed an application for product forwarding log analysis and efficient logistics operation• Responded to inquiries in person or via email, chat or telephone

• 

  Next Go

  Jul 2021 - Aug 2021

  Offensive Security Analyst
• 

  Goodfood Market (TSX:FOOD)

  Feb 2022 - Aug 2023

  Logistics Operations Associate
• 

  Concordia University

  Mar 2022 - Aug 2024

  Exam Invigilator

  • Set up the examination venue by placing booklets and the examination material• Assisted the candidates before, during and after the examination and responded to emergencies• Created a calm, positive and supportive environment while managing the exam’s integrity• Ensured that candidates had correct papers and attendance register was signed and completed• Collected the scripts and the exam material, packed and delivered them to the concerned person

• 

  Alorica

  Sept 2023 - now

  Bilingual Technical Support Specialist

  • Deliver Tier 1 technical support both in English and French via phone, email, and live chat, resolving product issues and basic security concerns, achieving a 95% customer satisfaction rate.• Diagnose and mitigate common security vulnerabilities (e.g., malware, phishing, and unauthorized access) following standard procedures, reducing security incident escalation by 30%.• Document and track technical issues, incidents, and customer requests in Salesforce, ensuring accurate case management and facilitating swift resolutions.• Manage escalations, identifying root causes of technical problems and security threats, driving timely resolutions, and contributing to a 20% improvement in first-contact resolution (FCR). Show less