Md. Abdur Rahim
Support Manager | ITSM Lead
Results-driven IT professional with over 4 years of experience in Support Operations and Implementation leadership. Currently managing the national myGov ITSM Project while actively applying Business Analysis methodologies to optimize workflows and requirements. Passionate about evolving into a Project Manager role by leveraging a strong foundation in technical management, stakeholder reporting, and strategic resource allocation.
Professional Experience
Support Manager
UY Systems Ltd.
Dec 2023 – Present
Project: myGov ITSM Project (a2i)
- Team Leadership: Lead the Support and Implementation team for the myGov ITSM project, ensuring efficient service delivery.
- Implementation & Analysis: Oversee deployment of ITSM solutions and analyze client requirements for system optimization.
- Reporting: Manage all reporting requirements, generating detailed progress reports and performance metrics.
- Strategy: Coordinate daily operations to ensure Service Level Agreements (SLAs) are met.
Sr. Support Executive
Business Automation Ltd.
Mar 2021 – Nov 2023
Project: National Portal Framework (a2i)
- Leadership: Led the support team and provided mentorship to resolve escalated technical issues.
- QA & Requirement Validation: Executed manual testing procedures to verify government website functionality against requirements.
- Client Ops: Managed multi-channel support and tracked inbound tickets for clear resolutions.
- Training: Conducted training sessions on 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.
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