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Job Title: Assistant Manager/ Associate Manager (IT Service Management)

Source: Bdjobs.com Online CV Bank

Last Updated: 7 Feb 2023

MD. MAHAMUDUL HASSAN
1st Floor, Azad Place, Shantidhara Society, North maniknagar, Dhaka, Mugda, Dhaka
01782313306
[email protected], [email protected]

Career Objective:

Very adept with proven ability to ensure the effective and efficient running of ICT systems and to provide IT
support and service that will improve the efficiency and performance of a company. Linkedin Profile:
www.linkedin.com/in/hassancse

Career Summary:

1. ICT Coordinator Customer Service at WorldVision Bangladesh

2. IT Coordinator(Contractual) at International Finance

Corporation(IFC).

3. IT Officer at BD Finance

Special Qualification:

1. Customer Experience

2. IT Support & Service

3. Gathering & Interpreting Data

4. IT System Administration

5. Asset Management

6. Communication

Employment History:

Total Year of experience: 9.6 yrs

1. ICT Coordinator Customer Service, National Office (3.2yrs) (15 Feb 2021 - Continuing)
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WorldVision BangladeshArea of Expertise:Project Management/ Co-ordinator (2 yrs), Information

Security (2 yrs), Solid knowledge of best practices in IT system administration and IT (2 yrs)

Duties/Responsibilities:

1. For Customer Practical Experience, manage ITSM tool and maintain 95% response and 98%
resolution SLA, Ensure more than 85% NPS value of IT Service Management System survey & 20%
ITSM survey uptake, Practice Customer Experience Accreditation program.

2. Make sure that based on the Global windows 10 configuration guide, all software/application
including BigFix, MS Office, SUN PMQA, Outlook, SentinelOne, Zscaler, TeamViewer etc. has been
installed and functioning smoothly in all endpoint devices. As well as ensure the accessibility of cloud
based O365 application, Onelogin Portal, and other web-based application.

3. Assure stable ICT core Infrastructure for smooth business continuation such as Plan Design Establish
of LAN & WAN as per requirement, Network monitoring and coordinate with ISP for ensuring
maximum bandwidth.

Setup network peripherals i.e. Printer, Scanner, Switch, Router, Wireless Access Point as well as
Configure F5 VPN connection for accessing in house application which is hosted in Microsoft Azure
cloud platform

4. As an Active Directory administrator manage user permission, user account, etc as well as manage AD
server.

5. Implementation and management of need base system like LMMS and provide access to
software/hardware in Disaster and Crisis period as a member of National Disaster Management Team

6. Develop sites as per requirement in SharePoint for archiving data in cloud storage with the automation
process by using Microsoft Power automation.

7. Ensure Zscaler-Cloud-based security application protection and reporting for all endpoint devices and
as a SAP regional Zscaler- Cloud-based security application Administrator, Monitor Zscaler Security
Dashboard regularly and take necessary steps to keep our system safe and secure from all advanced
threats, Gambling, Phishing, Pornography, Adult themes, etc.

8. Ensure SentinelOne Endpoint Security software deploy, monitoring, and protection for 100% endpoint
devices and as a SentinelOne country administrator, provide 2nd level support to Field IT Personal for
any update of SentinelOne including manual installation, uninstallation, software update, disabling agent
as we as Periodically initiate full disk scan of all endpoint devices from SentinelOne administrator portal.

9. Ensure 100% BigFix client reporting, Software, and Security patch installation, update, uninstallation
in all endpoint devices through BigFix.

10. Best utilization of ICT resources followed by ICT resource policy. Assessment and strategic planning
& budgeting for ICT equipment procurement. Provide all technical evaluation of ICT items procurement.
Continual improvement of interpersonal relationships/networking with external stakeholders.

11. For best usage of Office Internet connectivity and Printer by ensuring Office WiFi/LAN connectivity
for NO Based staffs in designated devices, With the collaboration of NO NOC team, ensure network
availability for National Office up to 95%, allocate only one printer connection to every user.

12. Enhance the User`s Digital Capabilities including Conduct needs-based capacity-building training
and sharing sessions on upcoming technology and application with new and existing staff, Conduct and
facilitate training on In House application & database, Promote knowledge base article portal for quick
solution.

13. Ensuring all ICT assets servicing and repairing and Continual improvement to develop new process
to claim and get product warranty as early as possible. Negotiate with vendors for best market price for
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any non-warranty ICT items repairing and servicing.

14. Generic process automation such as Finance Team Bank voucher batch payment approval process
automation through Microsoft Power Automation
2. ICT Coordinator - Field Office (1.1yrs) (18 Dec 2019 - 14 Feb 2021)
World Vision BangladeshArea of Expertise:IT support (1.1 yrs), Networking (1.1 yrs), Microsoft Office
Suite (1.1 yrs)

Duties/Responsibilities:

1. Ensure ICT support at all level by acknowledging and resolving issues as per SLA(95%) for smooth
ICT operation and Implement Customer Service Excellence program (process, metrics, reporting) to
improve customer satisfaction.

2. Implement IT policies and guidelines to ensure the appropriate use of IT equipment and services in
compliance with WVI Partnership Standard.

3. Ensure stewardship and best usages of ICT resources and ICT Equipment Purchase/Obsolete
Declaration and recommendation.

4. Ensure smooth functionality of all system and business applications i.e. Big4 (SUN Infor PMQA,
SSUI, OP, Horizon), WVCentral, GEMS, Provision, LMMS, Zscaler.

5. Manage and ensure Outlook, Virtual Meeting Solution (Skype, MS Team & Zoom), Global Endpoint,
McAfee, OneDrive, Zscaler, Active Directory & Global application to ensure business communication.

6. Exchange update information to stakeholder to know the rapid changes of ICT environment LMMS,
Outlook, upcoming MIS application and mentoring-Best Practices, improve business productivity.

7. Continual improvement interpersonal relationship/ networking with internal & external stakeholders.

8. Conduct capacity building training on new things/new technology/application with ICT team, field
staff and for newly joined staff.

9. Ensure smooth ICT functionality by assessment & recommendation for WAN Connection & Optimize
Bandwidth 100%.

10. Plan, Design, Establish LAN & setup network peripherals i.e. Printer, Scanner, Switch, Router,
Wireless Access Point.

11. Network monitoring and coordination with NOC and ISP for network availability up to 95%.

12. Ensure emergency system restoration for business continuation from Disaster Recovery site.

13. Provide support for the Installation of appropriate electric line for ICT related Equipment’s,
installation and Commissioning of equipment and Supervise equipment maintenance process.

14. Database application implementation based on user requirement to run the business process
effectively and efficiently. Provide end user support & necessary training for implementing the in-house
applications. Increase business productivity and user satisfaction by ensuring smooth functionality of all
database applications at field office.

3. IT Coordinator (3.6yrs) (1 May 2016 - 17 Dec 2019)

International Finance Corporation (IFC)Area of Expertise:Project Implementation (3.5 yrs), ITSM (3.5
yrs), Networking (3.5 yrs)

Duties/Responsibilities:

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I have held the position of IT Coordinator as an Outsource staff at International Finance

Corporation(IFC) on behalf of Star Computer System Ltd.

Job Responsibilities:

1. Manage the ICT Service desk by using the ITSM tool (ServiceNow) to provide a single point of
contact for the users and to maintain response and resolution SLA. As a result, the Net Promoter Score
(NPS) value increased by 20%.

2. Act as an implementer & point person of the respective project of Bangladesh IFC country office to
implement IFC Global ICT projects such as Microsoft O365, Managed Printing Service, Cisco Video
Conferencing system, Mobile App based Multi-Factor Authentication System, Windows operating
system version migration (windows 7 to windows 10).

3. As an Active Directory IFC Bangladesh Organizational unit administrator, manage permission, user
account etc.

4. To ensure an efficient and effective work environment of the IFC country office, maintain error-free
LAN & WAN connectivity, configure, maintain, and troubleshoot network printers, Cisco switches,
Access Points, routers, and all other network devices, Access Control Systems, as well as administration
of Server room such as power system, Cooling System, etc by following Global team standard procedure.

5. Best utilization of ICT resources by following IFC Global Standard policy and guidelines.

6. Responsible for monitoring, managing, tweaking, and modifying to optimize performance and
improvement of the Investment Portal and Other various systems of the organization. Recommending
necessary changes and additions to the system.

7. Conduct needs-based capacity-building training and sharing session on upcoming technology and
application for new and existing staff.

8. Rewarded 2018 best service desk engineer for maintaining more than 95% NPS value.
4. IT Officer (1.7yrs) (9 Aug 2014 - 30 Apr 2016)
Bangladesh Finance LimitedArea of Expertise:Database Administration (1.7 yrs), Networking (1.7 yrs), IT
system support and maintenance (1.7 yrs)

Duties/Responsibilities:

1. Execute of Core banking system across all branches, as a team member integrate and implement Core
Banking Software(Name: BankUltimus ) and this system helps to speed up most of the common
transactions of bank and customer

2. Develop web based IT Help desk applications to manage and deliver high-quality IT services and
products to internal users.

3. Maintaining Core Banking Software including system support, system patch updates, and Bug fixing
to provide error-free transactions.

4. Deployed server-based antivirus software to keep the endpoint device, system, and network 99% safe
from advanced threats like Spyware, Adware, Malware, and Botnet call back.

5. Redesign ICT Policy based on Bangladesh Bank ICT Policy guidelines to speed up the IT operation.

6. Design & facilitate end-user training on different ICT products and services to empower user`s ICT
knowledge.

Academic Qualification:

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Exam Title Concentration/Major Institute Result Pass.Year Duration Achievement

CGPA
B.Sc Computer Science & Khulna :2.91 2007-
2013 -
Enginnering Engineering University (out of 2013
4)
Mojid CGPA
2003- Board
HSC Science Memorial City :5 (out 2005
2004 Schoiarship
College,Khulna of 5)
CGPA
Khulna Zilla
:4.56
SSC Science School And 2003 - -
(out of
College
5)

Training Summary:

Training Title Topic Institute Country Location Year Duration

Installing and
configuring
servers,
Configuring
server roles and
features,
Configuring
World Bank
Hyper-
Windows Group In
V,Deploying and Bangladesh Online 2017 3 Months
Server 2012 House
configuring core
Training
network
services,Installing
and administering
Active
Directory,Creating
and managing
Group Policy
Microsoft
Office 365: Administration
Administration (Office Linkedin
Bangladesh Online 2022 1
(Office 365/Microsoft Learning
365/Microsoft 365)
365)
World Bank
Information Group In
Bangladesh Online 2016 3 Days
Security House
Training
Windows 10 Advanced Linkedin
Bangladesh 2023 1
for IT Support Troubleshooting Learning
Microsoft Advanced
Linkedin
Power Business Bangladesh 2023 1
Learning
Automate Automation
Yellow Belt
Certification WVeCampus Bangladesh 2020 6 Months
Program
Customer
Experience
WVeCampus Bangladesh 2022 4 months
Accreditation
Program
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Professional Qualification:

Certification Institute Location From To

ITIL3®
Foundation
November November
Certificate in IT AXELOS Dhaka
4, 2016 5, 2016
Service
Management
ITIL4®
Foundation
March 28, March 29,
Certificate in IT AXELOS Dhaka
2022 2022
Service
Management

Career and Application Information:

Looking For
:Mid Level Job
Available For
:Full Time
Present Salary
:Tk. 97000
Expected Salary
:Tk. 130,000
Preferred Job Category
:Bank/Non-Bank Fin. Institution,IT/Telecommunication,NGO/Development
Preferred District
:Dhaka

Skill:

Fields of skill
Network Engineering
Active Directory
Windows Server
LAN/ WAN
IT Support Service
Project Management/ Co-ordinator
Information Security

Language Proficiency:

Language Reading Writing Speaking

English High High Medium
Bengali High High High

Personal Details:

Father's Name
:Md. Abul Hossain
Mother's Name
:Lutfunnessa
Date of Birth
:20 Oct 1987
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Gender
:Male
Marital Status
:Married
Nationality
:Bangladeshi
Religion
:Islam
Permanent Address
:248,Hazi Ismail Road,Shaikpara,Khulna, KhilgaonTSO, Sonadanga, Khulna 1219
Current Location
:Dhaka

Reference (s):

Name : Mohammad Nadir Hossain

Organization : International Finance Corporation
Designation : CO IT Lead
Primary Mobile
: 01711591811
No
Primary Email : [email protected]
Relation : Professional
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