Associate Engineer, IT at SITA (2023-10 – 2026-06)
Multinational IT & Telecoms — Air Transport Industry. Contract position.
- Delivered L1/L2 IT support for airport-critical systems serving 300+ daily operational users across terminal and ground operations, achieving 99%+ system availability in a mission-critical environment.
- Administered Microsoft 365, Azure AD (Entra ID), and Active Directory for 500+ user accounts — including provisioning, Conditional Access policies, MFA enforcement, and full lifecycle management.
- Managed and patched 300+ Windows Server endpoints and end-user devices using SCCM and Intune; contributed directly to a 25% reduction in unplanned IT downtime through proactive maintenance scheduling.
- Triaged and resolved 40+ incidents per week via ServiceNow, consistently meeting SLA targets and reducing average resolution time through structured problem management.
- Enhanced data compliance by 40% through implementation of DLP policies, MFA enforcement, and Intune-managed endpoint controls aligned with zero-trust security principles.
- Coordinated infrastructure upgrades with global SITA teams and third-party vendors; supported VPN, Wi-Fi, and WAN/LAN connectivity infrastructure across the airport campus.
- Configured and maintained SharePoint Online sites and Microsoft Teams environments for cross-departmental collaboration, improving information sharing across 10+ airport operational units.
Sr. Executive, Internet & Infrastructure at Aamra Networks Limited (2021-03 – 2023-09)
Full-time position managing enterprise infrastructure.
- Managed enterprise infrastructure for corporate clients — including servers, networking equipment, and 150+ end-user devices — delivering consistent uptime and service quality.
- Configured, monitored, and troubleshot Cisco and MikroTik switches, routers, and firewalls; reduced network downtime by 20% through proactive fault identification and resolution.
- Maintained CCTV systems, PABX/IP telephony infrastructure, and hardware fleet — handling 25+ support tickets weekly while maintaining 95%+ client satisfaction in quarterly service reviews.
- Collaborated with clients to scope and implement WAN/LAN upgrades, improving connectivity performance and reducing escalations.
- Managed IP address allocation, DNS, and DHCP configurations across client networks, ensuring accurate and conflict-free network addressing for 150+ devices per client environment.
IT Support Analyst at Japan Tobacco International (2021-03 – 2021-08)
Contract position providing IT support services.
- Provided onsite and remote IT support for 100+ users across manufacturing and business functions.
- Supported Microsoft 365 services, endpoint management, and collaboration platforms including Teams and SharePoint.
- Managed incidents, problems, and change requests through ITSM ticketing platforms, maintaining accurate resolution records.
System Support Specialist at British American Tobacco Bangladesh (2018-03 – 2021-02)
Contract position delivering end-user support across a large enterprise environment.
- Delivered end-user support for hardware, software, printers, and enterprise applications across a 400+ user environment.
- Managed Microsoft Active Directory — user provisioning, password resets, access management, and Group Policy administration.
- Performed system deployment, software installation, patch management, and asset inventory control for 200+ endpoints.
- Maintained service quality through ITSM ticket management and SLA adherence, contributing to a 98% SLA compliance rate.
