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Skills
Experience
Part-Time Instructor - Erasmus+ Programme
Rivensco Consulting Ltd.
2025-10 -
Delivered structured sessions to international Erasmus students, coordinating schedules and materials. Communicated clearly with a multicultural group, adapting explanations to diverse language levels. Facilitated cross‑cultural learning and ensured high participant engagement.
IT Executive - Web Systems & Client Support
Staff-India (Remote)
2023-02 - 2025-10
Acted as the primary support contact for 15+ international clients, troubleshooting web applications, servers, and MySQL databases, maintaining ~98% client satisfaction. Gathered client requirements, translated them into tickets, and coordinated with technical teams for deployments and updates. Produced detailed documentation and reports to streamline issue tracking and resolution.
Customer & Technical Support Specialist
Amber IT (ISP), Dhaka, Bangladesh
2022-07 - 2023-01
Resolved 150+ support tickets per month via phone, email, and live chat, achieving a 92% customer satisfaction score. Troubleshot internet connectivity and network configuration issues for residential and business customers, providing clear, non‑technical explanations. Documented recurring problems, contributing to over 15 service and product improvements, and trained three new staff members.
Project Coordinator & Client Support
Webermelon
2020-05 - 2022-06
Served as the main point of contact for 12+ client projects, handling inquiries, feedback, and issue resolution. Coordinated cross‑functional teams of 5–8 members across design, development, and QA to keep projects on schedule. Standardised issue reporting, reducing resolution time, and provided regular status updates to clients.
Remote Support Specialist
UCAP Canada (concurrent role)
2020-01 - 2020-12
Provided remote support to over 1,000 users of an education platform, resolving login, account, and usage problems. Collaborated with a cross‑functional, multi‑time‑zone team to troubleshoot issues and keep users informed. Ensured high availability and user satisfaction through timely problem resolution.
Languages
English
fluent
Hindi
fluent
Bengali
fluent
Last updated: 2 weeks ago