Shafiqul Alam
@shafiqulalam
I resolve complex Microsoft 365 issues and improve cloud operations through technical support and monitoring.
BangladeshWhat I'm looking for
I'm currently providing Level II Microsoft 365 support at BGP Group Pty Ltd., resolving escalated software, hardware, network, and identity issues while administering Microsoft 365 and Active Directory remotely.
Previously at Wicresoft, I handled 10–12 Microsoft Premier cases daily and resolved more than 2,000 M365 support tickets for EMEA and APGC customers. I maintained 95%+ KPI performance, earned 90% five-star customer feedback, and was recognized as Customer Hero and Employee of the Month.
At AnnaNovas IT, I monitored infrastructure with Zabbix, Prometheus, and Grafana, built Python alert automation, and worked with DevOps teams to improve reliability. I also delivered Tier-1 and Tier-2 SaaS support at BRAC IT Services, including incident resolution, root-cause analysis, documentation, and change requests.
I bring hands-on experience across Exchange Online, Active Directory, Azure identity, Microsoft Teams, SharePoint, OneDrive, PowerShell, cloud migrations, and end-user support. Earlier in my career, I also developed digital marketing strategies spanning SEO, social media, email, paid advertising, and content marketing.
Experience
Work history, roles, and key accomplishments
Level II – Technical Support (M365)
BGP Group Pty Ltd.
Jun 2025 - Present (1 year 2 months)
Provided expert Level II technical support for Microsoft 365, efficiently resolving escalated IT support tickets. Troubleshot complex software, hardware, and network issues, enhancing system performance and user satisfaction.
Microsoft 365 Customer Support
Wicresoft
Jun 2023 - Apr 2025 (1 year 10 months)
Handled 10-12 Microsoft Premier cases per day, ensuring timely resolution while maintaining KPI compliance. Provided technical support for M365-related issues, ensuring customer satisfaction and retention.
Senior Technical Support Engineer (DevOps & Monitoring)
AnnaNovas IT
Jan 2023 - Jun 2023 (5 months)
Used Zabbix, Prometheus, and Grafana to monitor infrastructure performance. Developed Python scripts to automate alerts and reduce manual tasks.
Technical Support Engineer
BRAC IT Services Ltd
Mar 2020 - Dec 2022 (2 years 9 months)
Provided Tier-1 and Tier-2 support for a SaaS product with high uptime. Resolved a wide range of incidents via ticketing system, from basic resets to critical failures.
Digital Marketing Manager
Savvy Social
Jan 2018 - Feb 2020 (2 years 1 month)
Developed and executed online marketing strategies to enhance brand visibility, website traffic, and customer engagement. Managed and optimized campaigns across SEO, social media, email, and paid advertising platforms.
Education
Degrees, certifications, and relevant coursework
Khulna University
Bachelor of Engineering, Electronics and Communication
2014 - 2018
Pursued a Bachelor of Engineering in Electronics and Communication, gaining a strong foundation in electronic systems and communication technologies.
Tech stack
Software and tools used professionally
Availability
Location
BangladeshAuthorized to work in
Job categories
Skills
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