A S M Kawsar Harun

Customer Service Specialist (Ni) @Nokia

Ottawa, ON, CA

Perform critical and escalated design and performance activities across customer projects independently, including complex problem-solving in multi-vendor environments. • Develop, review, and recommend network-wide design strategies covering performance, spectrum, and capacity planning, aligned with traffic trends and customer forecasts. • Lead and coordinate field measurements and laboratory testing, including building and maintaining lab environments for validation, troubleshooting, and solution development. • Conduct comprehensive network audits to identify faults, performance gaps, and optimization opportunities, particularly in complex or escalated scenarios. • Optimize network performance across all components using data-driven insights, customer usage patterns, and predictive analysis. • Support and collaborate with cross-functional experts in network configuration development, interface analysis, and troubleshooting. • Mentor and support team members by assisting with critical cases, onboarding new hires, and promoting knowledge sharing across the team. • Deliver internal training sessions (e.g, SR Linux) and provide technical guidance to strengthen team capabilities. • Develop automation and testing initiatives (e.g, MOP automation support, lab enhancements) to improve efficiency and repeatability. • Collaborate proactively with team members, demonstrating strong teamwork, knowledge sharing, and willingness to support colleagues beyond individual targets. • Consistently met SLA targets by delivering prompt initial responses, interim fixes, and final solutions, maintaining high customer satisfaction.

Dhaka College DHaka

BBS, Management

Toronto School of Management

Diploma in Cybersecurity Specialist, Cyber/Computer Forensics and Counterterrorism