Mosaddeq Hossain

Technical Support Engineer Ii @CrowdStrike

Calgary, AB, CA

Provide technical support by troubleshooting, identifying root causes, and resolving or escalating customer issues.> Collaborate with internal teams to address customer escalations and ensure timely resolution.> Deliver exceptional customer service by meeting or exceeding response quality and timeliness expectations.> Document bugs and work with Senior Technical Support Engineers or Engineering teams to address product issues.> Develop troubleshooting processes and contribute to the knowledge base to improve support efficiency.> Advocate for customers by addressing their technical challenges and ensuring their success.> Manage relationships with customers through effective communication via live chat, conference calls, and written correspondence.> Troubleshoot issues in Windows, macOS, Linux environments, including operating systems, networking, and security applications.> Support hybrid environments and security solutions, including AV, VPN, Firewall, and proxy technologies.

Northern Sydney Institute of TAFE

Advanced Diploma , Information Technology (Network Security)

Jahangirnagar University

Bachelor's degree, Physics

Jahangirnagar University

Master's degree, Physics

Northern Sydney Institute of TAFE

Diploma, Information Technology (Networking)