Rafiqul Islam

WORK HISTORY

EDUCATION

ABOUT RAFIQUL ISLAM

With over 5 years of experience in Computer Networking, IT Service Management (ITSM), and Data Center operations, I am a seasoned professional in the IT industry. Currently serving as a Senior IT Operations Support Analyst, I specialize in managing and supporting complex IT infrastructures. My role encompasses acting as a Change Manager, Incident Manager, and Problem Manager, ensuring seamless IT operations and driving continuous improvement.I have hands-on experience operating my company\'s client network, managing day-to-day networking troubleshooting, On-boarding/Off-boarding, vendor management and patching. Additionally, I hold a CCNA certification and have completed the CCNP ENCOR bootcamp training, further solidifying my expertise in networking. I have also successfully completed the ITIL 4 certification and possess extensive experience in IT Service Management (ITSM), with a vast knowledge of ServiceNow and Data Center Infrastructure Management (DCIM).I am adept at conducting and presenting at daily Change Advisory Board (CAB) meetings, as well as managing weekly Technology Review Board meetings and IT Audits. My extensive experience includes overseeing critical IT changes, mitigating incidents, and resolving problems efficiently, all while maintaining a focus on delivering high-quality service and operational excellence. I have also successfully completed the Certified Data Center Professional (CDCP) certificate and training, enhancing my skills in data center design, operations, and management.Key Skills:Computer NetworkingRouting & Switching Network Monitoring Vendor ManagementData Center OperationsData Center Infrastructure Management (DCIM)Installation & DecommissionIT Service Management (ITSM)Change ManagementIncident ManagementProblem ManagementIT Operations SupportServiceNowSalesforceAchievements:Successfully managed and implemented numerous IT changes with minimal disruption.Streamlined incident and problem management processes, significantly reducing resolution times.Led cross-functional teams in high-stakes environments to ensure operational stability and efficiency.Completed CCNA certification and CCNP ENCOR bootcamp training.Successfully completed ITIL 4 certification.Successfully completed Certified Data Center Professional (CDCP) certificate and training.