Serwer Alam

About Serwer Alam

A Senior IT Engineer with 7 years of experience with dynamic and results-driven in leading digital transformation initiatives. Skilled in developing and implementing digital strategies to drive business growth and enhance customer engagement. Proven track record and highly self-motivated. Strong negotiating skills and business acumen. Strong leadership and communication abilities to inspire and collaborate with cross functional teams. Can utilize strong troubleshooting skills, leadership abilities, and passion for delivering outstanding customer service to contribute to the success of a dynamic organization. Currently, I work in Azure Environment with expertise in managing and troubleshooting Office 365 including Onedrive, SharePoint, VDI, Azure AD, Citrix.My interest particularly centers around efficiently distributing resources, ensuring seamless operations.My goal is not just to detect issues, but to anticipate them, proactively spot them before they manifest into critical problems.I\'m committed to assisting users for AI based self-service tools swiftly and effectively, I aim to enhance network resilience and minimize downtime. Excited to be at the forefront of innovation and Digital Technology.I\'m dedicated to driving impactful solutions that empower organizations to harness the full potential of Azure while ensuring robust device health and cloud performance. Previously I completed my Bachelors from Sikkim Manipal University with specialization in Information Technology.My dedication to clear communication streamlined user support. By breaking down technical barriers, I significantly reduced resolution times and improved user satisfaction by 95%Through self-motivated learning, I developed expertise in translating complex technical concepts. This proactive problem-solving approach not only improved user experience but also empowered team leaders to make informed decisions regarding user support strategies.

Experience

1. Senior Enginer (IT Infrastructure L2 Sme)

   TP

   Nov 2024 — Present

   Led and mentored a team while providing comprehensive Level 2 support for diverse software applications and hardware systems across organizational processes.· Troubleshoot and resolve moderately complex system hardware, software, and network failures and conflicts.· Participates in the review, evaluation and recommendation of solutions relating to hardware and software acquisitions and/or network updates during project implementation.· Provided comprehensive technical support and maintenance to 500+ end-users in different geographical boundaries within the organization, resolving hardware, software and network issues in a timely fashion.· Resolve complex help desk tickets for end-user support, resulting in over 95% user satisfaction.

Education

• Sikkim Manipal University

  BCA

  2010 — 2013

Skills

• Ip
• Software Installation & Troubleshooting • Hardware Troubleshooting & Backup Operation • Printer Installation and Troubleshooting • Network Troubleshooting • Os Installation and Troubleshooting • Incident Management & IT Assistance
• Operating Systems
• Information Technology
• Windows
• Network Administration
• Microsoft Office
• System Administration
• Tcp/Ip
• Dynamic Host Configuration Protocol (Dhcp)
• Microsoft Excel
• Microsoft Word
• Switches
• Networking
• Router Configuration
• Software Installation
• Routing Protocols
• Windows Xp
• Dhcp
• Active Directory
• Windows Server
• Hardware
• Ccna
• Vmware
• Ospf
• Internet Protocol Suite (Tcp/Ip)
• Dns
• Eigrp
• Wan
• Troubleshooting
• Cisco Technologies
• System Configuration
• Virtualization
• Routers
• Vlan