Md. Abdur Rahim
Project Coordinator | Support Manager
IT professional with over 4 years of experience leading cross-functional teams. I currently manage the
national myGov ITSM Project, where I focus on system Implementation, mitigating risks,
and
enforcing SLAs. I am looking to bring this technical leadership to a role focused on complete project
ownership, guiding teams to deliver on core business objectives.
Professional Experience
Project Coordinator & Support Manager
UY Systems Ltd.
Dec 2023 – Present
Project: myGov ITSM Project (a2i)
- Team Leadership: Led the Support, Implementation, Call Center QA teams for the national myGov ITSM project. I managed daily schedules and team resources to keep operations running smoothly.
- System Implementation: Managed the practical implementation of myGov system for various government offices/agencies. This involved handling system configurations, user onboarding, and live technical support.
- Stakeholder Reporting: Built and maintained clear reporting systems to give executives and government stakeholders accurate updates on team performance and project health.
- SLA & Operations Management: Handled daily operational tasks and solved problems early to ensure our support and call center teams strictly met all client Service Level Agreements.
Sr. Executive (Implementation & Support)
Business Automation Ltd.
Mar 2021 – Nov 2023
Project: National Portal Framework (a2i)
- Team Operations: Guided daily support tasks and mentored team members to keep the portal's operations running smoothly.
- Quality Assurance: Handled manual testing for government website features to make sure everything worked exactly as required.
- Client Support: Managed incoming technical issues and user requests. I focused on fixing the root causes of problems to reduce future support tickets.
- Training & Documentation: Wrote clear user guides and led practical training sessions so users knew exactly how to navigate the National Portal Framework.
Data Entry Operator
Chhinnamukul Bangladesh
Jul 2018 – Nov 2019
Project: Basic Literacy Project (MOPME)
- Accurately entered and updated data into designated systems with high precision.
- Performed quality checks on data to identify and correct errors.
Reference