Shahadat Rez Chowdhury

Dedicated and highly skilled IT Service Desk Analyst with several years of experience in delivering top-tier technical support and exceptional customer service in IT environments. Proficient in diagnosing and resolving hardware, software, and network issues, ensuring minimal downtime and optimal user satisfaction. Adept at efficiently handling service requests, incident management, and problem-solving while maintaining a strong commitment to continuous improvement and staying up-to-date with emerging technologies. Proven track record of consistently meeting and exceeding performance metrics in a fast-paced and dynamic IT support environment.

• Worked on the development of computer application systems such as Castleton CRM & Open Housing by implementing new tools, multiple application upgrades using ITIL/SCRUM methodologies.
• Developed a deep understanding of O365 applications and KB articles to understand and troubleshoot intermittent issues 
• Created a thorough understanding of Active Directory/ Azure AD and the Azure platform itself which we used Microsoft Intune to manage, access and endpoint management/ analytics
• Collaborated to support Infrastructure team to analyse network requirements and integration 
• Implementation and management of network migration using Cisco Meraki and Draytek and maintenance of network/cloud security using Microsoft Defender on Azure.
• Proficient in virtual environments - diagnosing and resolving them using VMware Horizon admin
• Assessed and reviewed Total Mobile & DRS applications, identified and fixed any bugs and latency issues, and collaborated with colleagues in order to maximise overall operational efficiency
• Provided application support to end users demonstrating excellent satisfactory in customer service with highly rated feedback scores
• Proactive communication skills both written and verbal to meet SLA terms which helped me reach employee of the month several times
• Established many knowledge based articles and updated old articles for peers and end user to troubleshoot intermittent issue which reduced time consumption on incidents/requests
• Coordinated hardware/software configuration, trained and new personnel, and pro-actively participated in weekly team meetings with the IT Head of Service.

• QA DevOps and Cloud Computing July 2022
• One Education - DevOps Essentials Jan 2022
• IBM Professional Cyber Security  Oct 2021
• BTEC Extended Diploma Level 3 Mechanical Engineering - Bury College July 2016