Umme Bushra

IT Specialist Support with 3+ years of experience in help desk support, customer troubleshooting, ticket documentation, QA/product support, and cross-functional issue resolution across hardware, software, web, mobile, and business applications. Strong background diagnosing Windows/application issues, logs, dashboards, APIs, data-related issues, DNS, TCP/IP, SSH, and basic network connectivity. Familiar with Microsoft 365/Office 365 concepts, ServiceNow-style ticketing, Jira, Confluence, Zendesk, TestRail, Postman, SQL, and support documentation.

Known for patient customer service, clear user guidance, fault analysis, escalation discipline, and the ability to work independently in fast-paced support environments.

QA Automation Intern / Technical Support - Ciena - Ottawa, ON

(2025-01 - 2025-08)

• Provided technical support for validation environments by investigating incidents, test failures, logs, dashboards, and error outputs; documented findings and supported timely escalation to engineering teams.
• Troubleshot system and environment issues involving APIs, SSH, DNS/TCP/IP, network-layer validation, configuration details, and hardware/software test setups in an optical networking environment.
• Monitored Jenkins dashboards, Grafana reports, TestRail results, and recurring failure trends to identify root causes, support problem resolution, and recommend follow-up actions.
• Created and maintained technical documentation, test evidence, issue summaries, and operational notes to support repeatable troubleshooting, reporting, and knowledge sharing.
• Used Python, Jupyter, APIs, JSON-based technical information, and SQL-style validation while strengthening scripting, automation, and technical investigation skills.

Technical Support Specialist - Dynamic Solution Innovators - Dhaka, Bangladesh

(2023-01 - 2023-11)

• Delivered first-tier help desk-style support for software users through tickets, email, chat, and virtual channels; diagnosed login errors, app crashes, slow performance, configuration questions, data issues, and feature behavior.
• Troubleshot hardware/software and application issues across web, mobile, desktop, Windows, Android, iOS/macOS-style user environments, including installation, device configuration, connectivity, and client-server related issues.
• Handled incidents, service requests, and problem reports by asking probing questions, documenting case notes, tracking status, and escalating unresolved or complex problems to developers with clear evidence.
• Used Jira and Confluence to track defects, document support cases, update issue status, maintain troubleshooting notes, and support organized follow-up similar to enterprise ticketing workflows such as ServiceNow.
• Provided user guidance and training in simple non-technical language, helping users understand application workflows and reducing repeated support questions while maintaining strong customer service standards.

IT Specialist Support - Dynamic Solution Innovators - Dhaka, Bangladesh

(2021-03 - 2022-12)

• Assisted users during UAT and day-to-day product usage by troubleshooting common technical issues and guiding them through step-by-step resolutions.
• Responded to user-reported issues across web and mobile applications, including login problems, syncing issues, performance concerns, feature misunderstandings, and application bugs.
• Documented defects, user feedback, support notes, expected vs. actual results, and troubleshooting steps to support faster investigation and resolution by technical teams.
• Executed functional, regression, smoke, and end-to-end tests to verify software reliability, validate fixes, and support release readiness.

Master of Applied Computing - University of Windsor (2024-01 - 2025-08)

Bachelor of Science - Computer Science and Engineering - BRAC University (2015-09 - 2020-04)