Mohammad Islam

Experience

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  Eastern Bank Limited

  Jan 2014 - Jan 2017

  Digital Banking Technical Support Officer

  Documentation: Created and updated documentation such as FAQs, troubleshooting guides, and knowledge base articles to assist both customers and colleagues.Training and Onboarding: Assisted in training new employees in the technical support department and contributed to onboarding processes.Data Analysis: Analyzed customer support data to identify trends, recurring issues, and areas for improvement in digital banking services.Feedback Implementation: Gathered customer feedback and collaborated with product development teams to improve digital banking platforms based on user suggestions and pain points.Compliance and Security: Maintained a strong understanding of security protocols and compliance regulations relevant to digital banking, ensuring customer data protection and adherence to industry standards. Show less

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  Mutual Trust Bank Ltd.

  Jan 2017 - Jan 2019

  Digital Banking Technical Support Officer

  Customer Support: Provided top-notch technical support to digital banking customers, addressing their inquiries and issues promptly and professionally.Troubleshooting: Diagnosed and resolved customer-reported technical problems related to online banking services, mobile apps, and ATMs.Product Knowledge: Maintained in-depth knowledge of digital banking products and services to effectively assist customers and provide product recommendations.Escalation Handling: Handled complex issues by effectively escalating them to the appropriate department or senior team members, ensuring timely resolution.Quality Assurance: Monitored and maintained the quality of customer interactions, ensuring adherence to service standards and regulatory compliance. Show less

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  AVASO Technology Solutions

  Oct 2023 - now

  Information Technology Field Engineer

  At AVASO Technology Solutions from August 2020 to November 2022, the role of IT Help Desk Technician involved providing essential technical support and assistance to employees and clients. Responsibilities encompassed troubleshooting and resolving IT-related issues, including hardware and software problems, network connectivity, and system configurations. Furthermore, support extended to user account management, software installations, and the facilitation of remote or on-site troubleshooting sessions. This position played a vital role in ensuring the smooth operation of IT systems, enhancing user productivity, and maintaining a high level of customer satisfaction through technical expertise. Show less

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  Teva Pharmaceuticals

  Feb 2024 - now

  Information Technology Support Engineer

  As an IT Support Engineer at Teva Pharmaceutical Company Australia, I am dedicated to providing efficient and effective technical assistance to ensure seamless operations across all IT systems. Leveraging my expertise in troubleshooting hardware and software issues, I collaborate closely with team members to deliver timely solutions and support to end-users. With a commitment to continuous improvement, I actively contribute to the optimization of IT processes and infrastructure, helping to enhance productivity and streamline operations within the organization. Show less