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Management Profiles
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Name
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Md. Mahedi Hasan
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Designation
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Help Desk Technician, BdREN
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Joining Date
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10 October 2011
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Educational Qualification
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Diploma-In-Computer Engineering.
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Phone
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+8801717888859
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Email
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cse.mahedi@yahoo.com
mehedi_bdren@yahoo.com
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Job Responsibilities
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Shall work under the guidance of the BdREN TST consultant and Network Engineers.
Provide the first line of support for internal customer calls, e-mails and support tickets;
Provide support in the 24x7 Network Operations Center;
Proactively monitor all production networks, servers, applications and services;
Respond to alerts/alarms and escalations according to standard operating procedures;
Escalate issues to Tier 2 & 3 support (systems, networking & engineering) as necessary to meet required SLAs;
Track all issues utilizing a ticketing system;
Help define and document Operations Methods & Procedures (M&Ps;) for the Network Operations Center;
Work with Level 3 Engineering support and third party vendors both during routine deployment and outages;
Manage incidents from beginning through final resolution, including user notification and
Schedule flexibility to work at non-standard business hours and shifts.
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