Nasif Hasan
@nasifhasan
I resolve complex technical escalations across telecom, enterprise IT, and cybersecurity operations.
CanadaWhat I'm looking for
At Rogers Communications, I lead Care Tier 2 escalations from intake through resolution, coordinating Engineering, Network, Retail, and back-office teams on complex customer-impacting issues. I apply root-cause analysis and technical decision-making across wireless, connected home, provisioning, equipment, orders, roaming, billing, and fraud prevention.
I've also supported enterprise endpoint deployments, application integration, and Windows migration for approximately 18,000 devices at BMO Financial Group, along with endpoint configuration and application deployment at Canada Post. Across telecommunications, financial services, and enterprise IT, I bring more than seven years of experience in incident management, service delivery, networking, endpoint security, coaching, and process improvement.
Experience
Work history, roles, and key accomplishments
Escalation Support Advisor | Tier 2 Escalation Management
Jul 2025 - Present (1 year 2 months)
* Lead Care Tier 2, Technical Tier 2, and TME escalations, applying advanced troubleshooting and technical judgment to complex network, provisioning, equipment, order, and service issues.
* Exercise technical decision-making and escalation authority on customer-impacting cases, determining resolution paths including high-value device and equipment swaps, provisioning actions, and cross-functional
Lead Tier 2 escalations for complex technical and service issues, coordinating with engineering and network teams to drive resolution and root-cause analysis. Provide technical guidance and coaching to frontline advisors.
* Manage high-priority connected home residential customer and operational escalations involving complex technical and service issues.
* Coordinate with Engineering, Infrastructure, Field Operations, and cross-functional teams to drive resolution.
* Perform root cause analysis and support proactive initiatives to reduce repeat escalations.
* Mentor frontline advisors on technical troubleshooting,
Supported large-scale enterprise endpoint deployment, application integration, and Windows migration activities across approximately 18,000 endpoint devices.
Assisted with infrastructure support, software deployment, system configuration, and troubleshooting within enterprise banking environments.
Collaborated with technical and business stakeholders to support operational continuity and technolog
In my role at Canada Post, I played a crucial part in supporting enterprise system deployment and endpoint configuration. I was responsible for application deployment and ensuring endpoint security through Microsoft Endpoint Configuration Manager. Additionally, I provided technical troubleshooting for various operating systems and enterprise applications, contributing to seamless operational suppo
Education
Degrees, certifications, and relevant coursework
George Brown Polytechnic
Post Graduate, Network and System Security Analysis
2018 - 2019
George Brown College
Post Graduate Certificate, Network and System Security Analysis
2018 - 2019
Pursued a Post Graduate certificate in Network and System Security Analysis at George Brown College from 2018 to 2019.
American International University - Bangladesh (AIUB)
Bachelor's degree, Computer Engineering
2010 - 2016
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Job categories
Skills
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