Farjana Islam

• Prepare devices for seamless onboarding • Support Office 365, Outlook, MS Teams, and Zoom • Manage asset tracking and maintain inventory records • Efficiently resolve technical issues based on support tickets • Perform imaging, configuration, and deployment of devices • Provide onsite technical support for both Windows and MacBook users • Utilize Jamf for macOS and Intune for Windows across the organization • Manage and resolve user requests via Zendesk and Jira ticketing systems

• Design Process Flow for Implementation • Experienced in SAP TM End-to-End Processes • Strategic Freight Procurement and Load Planning • Proficient in working with Embedded TM & SAP Fiori • Planning and Execution tailored to client requirements • Configuration of the Planning Profile and Route Optimization • Implementation of Sustainable SCM with SAP TM • Management of Domestic Inbound/Outbound Deliveries for various transportation modes • Management of Orders, Charges, and Transportation Planning

• Manage tickets while ensuring adherence to SLAs • Troubleshoot and resolve 1st and 2nd-level technical issues remotely • Provide support for Microsoft Office 365, Teams, and Skype for Business • Perform error analysis and troubleshooting for hardware and software issues • Create and maintain system configuration documentation, procedures, and user guides

• Diagnosed and resolved technical issues • Deployed, relocated, and replaced IT equipment • Administered Active Directory user accounts and groups • Monitored IT systems and infrastructure to maintain optimal performance • Prioritized, categorized, and documented incidents in the ticketing system (SNOW)

• Performed Windows device migrations • Installed and configured hardware and software • Replaced and configured new and old devices, including printers • Documented completed activities in the database and updated systems

• IT & Software End-User Support • Data Migration, Backup & Recovery • IT Asset Management & Hardware Lifecycle • Incident Management via IRIS Ticketing System • Network Configuration & Infrastructure Support

• Rack & Stack the new devices • Configure and manage routers, switches, and firewalls • Document network configurations and changes accurately • Work independently and efficiently in a static environment • Troubleshoot, configure, and maintain network infrastructure • Assist with network migrations, upgrades, and new installations • Collaborate with internal and external teams for network installations, upgrades, and repairs

Designed and developed a mobile banking application for Windows Phone

• Maintain professional communication with clients • Install, configure, and maintain hardware and software • Diagnose and resolve issues with Windows PCs and peripherals • Prepare documentation and manage internal/external application upgrades