Md M.
Senior IT Support Specialist
Open to offersNew to PlatformAbout
Engr. Md. M. is a seasoned IT Support Specialist with a decade-long career delivering comprehensive L1–L3 technical support across diverse sectors like telecom, oil & gas, manufacturing, and enterprise environments. His proficiency extends to managing Microsoft 365 administration, Active Directory, and network components such as LAN/WAN, VPN, and DNS. At Crystal Oilfield Contracting and Trading in Doha, Qatar, he provides expert IT administration, supporting over 100 endpoints and maintaining a 95% user satisfaction rate. His role encompasses administering Microsoft 365 services, configuring network devices, and ensuring robust LAN/WAN connectivity, reducing downtime significantly. Previously, he offered remote IT support at AgnoShin Technologies Ltd for banking and telecom clients, enhancing system readiness through automation. Notably, Md. M.'s efforts in IT roles have consistently maintained a 95%+ SLA compliance, improved ticket resolution times, and optimized IT procurement processes, delivering strategic value to organizations.
Experience
IT Administrator
Crystal OilfField Contracting and Trading · 2025 — PresentDelivered L1–L3 technical support for over 100 endpoints and managed support for 80+ Microsoft 365 users. Oversaw daily IT activities for desktops, laptops, printers, mobile devices, network devices, CCTV, and other office technology. Administered Microsoft 365 services including Exchange Online, Teams, OneDrive, and MFA. Handled Active Directory management involving users, groups, permissions, and file server access. Engaged in troubleshooting for a variety of issues including hardware, software, connectivity, and printers. Monitored LAN/WAN connections and addressed network problems effectively. Configured and provided support for switches, routers, and VPN access. Maintained NAS solutions for backup and facilitated data recovery as needed. Resolved over 40 weekly support tickets, ensuring a high user satisfaction level. Managed software licenses for Microsoft 365 to ensure compliance and cost effectiveness. Maintained thorough IT documentation concerning support processes and configurations.Senior System Engineer
AgnoShin Technologies Ltd · 2022 — 2025Provided remote IT support and infrastructure management primarily for banking and telecom clients. Operated within Windows Server environments, managing Active Directory and backup systems while utilizing IT management tools. Offered remote desktop troubleshooting for users spread across various locations. Handled tasks such as user account creations, password resets, MFA enrollments, and device onboarding. Deployed and configured Avaya call center infrastructure for enterprise clients. Automated system maintenance through scripting, contributing to reduced downtime. Took part in User Acceptance Testing and Disaster Recovery Planning for new infrastructures. Successfully completed multiple UAT cycles, ensuring readiness for production without rework. Conducted user training during technology rollout and adoption phases.Senior Officer - IT
Ha-Meem Group · 2020 — 2022Delivered L1–L2 support addressing desktops, laptops, printers, peripheral devices, and business systems for end users. Led day-to-day IT support efforts to ensure effective service delivery and business continuity. Installed and maintained office technology equipment including desktops and laptops. Diagnosed and resolved hardware, software, email, network, and printer-related issues for business personnel. Enhanced ticket resolution efficiency through process improvements and training for users. Oversaw IT hardware and software inventory, software licensing, and CCTV systems management. Streamlined IT expenditures through budget management and vendor coordination.Officer – ICT
ActionAid · 2019 — 2020Managed administration of Office 365 applications such as Outlook, Teams, and OneDrive. Provided support for Active Directory user accounts and handled VPN access and hardware assets. Offered both onsite and remote IT assistance for users involved in humanitarian field operations. Supervised IT asset tagging to achieve complete ERP inventory accuracy. Coordinated procurement efforts relating to IT, resulting in cost reductions via vendor optimization. Conducted user training programs aimed at enhancing operational efficiency.IT Support Specialist
Banglalink Telecommunications Ltd · 2012 — 2019Supported over 500 end users across various locations. Managed the logging and resolution of Incident and Service Request tickets according to SLA targets. Engaged in troubleshooting for hardware, software, VPN, and network issues. Administered Active Directory, managing users, groups, permissions, and conducting password resets. Deployed software and security updates employing SCCM. Installed and configured PCs and printers, resolving more than 30 user issues weekly. Offered specialized VIP support to management and critical business users.
Skills & Expertise
Education
- BSc in Computer ScienceMiddlesex University · — — 2012
- Diploma in Computer EngineeringNational Polytechnic College · — — 2007
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