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Mahamudul Islam

@mahamudulislam

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IT Operations Specialist with 8 years' experience in troubleshooting, CRM management, and incident response.

Bangladesh

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What I'm looking for

I seek a role where I can improve system availability, lead cross-functional initiatives, provide technical support, and advance incident response processes in a collaborative environment.

I am an IT Operations Specialist with a Master of Science in Digital Investigation and Forensic Computing and eight years of hands-on experience delivering technical support and operational improvements.

At Danham Properties Limited I implemented a new software installation process that reduced deployment time by 40% and improved user satisfaction by 15 points, and I developed an incident response plan that cut outage response time by 50%.

Previously, I served as Team Leader and Customer Support Engineer, managing support teams, providing remote support for financial customers, and overseeing installations, connectivity and configuration projects while maintaining CRM records.

I am committed to cross-functional collaboration, secure access controls, backup best practices, and continuous improvement to drive customer satisfaction and operational stability.

Experience

Work history, roles, and key accomplishments

IT Operations Specialist

Danham Properties Limited

Sep 2017 - Jul 2023 (5 years 10 months)

Implemented new software installation processes reducing deployment time by 40% and improving user satisfaction by 15 points; developed an incident response plan that halved outage response time and increased system availability.

Technical Troubleshooting Incident Response Software Deployment CRM Windows Linux

Team Leader, Customer Support

International Acumen Limited

Jun 2008 - Jan 2011 (2 years 7 months)

Managed and coached support teams to meet SLAs for financial customers, delivered remote networking and maintenance support, and oversaw project installations and CRM account management.