Rafiqul Islam

Calgary, Alberta · (368) 995-6700 · rafiqul.islam@anidea.me

MEng & (ISC)² CC - IT Technician with 5 years of experience in system administration, network management and cybersecurity. Proficient in Microsoft 365, ServiceNow, Google Workspace and Change Management. Managed Windows Server (2012 R2 - 2022), Active Directory (on-premises, Azure) and optimized virtualization (Hyper-V, VMware and Azure). Monitored networks using PRTG and Wireshark. Implemented storage and backup solutions, deployed remote access and enhanced the disaster recovery plan. (ISC)² CISSP – in progress (currently at Domain 4).

Experience

IT Service Desk Analyst

RBC Royal Bank - Bedford, NS

• Resolved 93% of ServiceNow tickets within SLA, enhancing user productivity.

• Assisted with user authentication and identity verification using RSA SecurID.

• Supported 200+ users monthly with Entra ID issues, boosting efficiency.

• Ensured BYOD access and compliance via IBM MaaS360, improving security.

• Provided user support for virtualization solutions using Citrix DaaS.

• Troubleshot and optimized Microsoft 365 Copilot and Windows configurations.

2021 - 2022

IT Technician

Opportunity Place Resouce Association - Lower Sackville, NS

• Oversaw domain-based IT systems and segmented network operations.

• Managed OS and software patching to maintain security and system stability.

• Configured user accounts, permissions, group policies and security protocols.

• Cut backup time 40% by automating NAS/tape solutions for 500 GB of data.

• Led migration and OS upgrades for 2 servers, firewall and 60 client computers.

• Provided IT training and support, emphasizing customer-centric approach.

• Deployed SSL VPN for 20 remote users, ensuring 100% uptime.

• Enhanced Google Workspace for 20+ users’ email and apps.

• Directed annual IT budget, optimizing costs while maintaining peak performance.

• Maintained disaster recovery documentation to enhance business continuity.

2018 - 2021

Technical Support Advisor

Concentrix - Dartmouth, NS

• Provided technical support for Apple macOS and iOS products.

• Reduced the customer complaint rate by 92% by improving the technical problem-solving process.

• Led customers to configure and update operating systems, resetting password for email and user accounts.

• Documented all calls in Apple Contact Management System, demonstrating attention to detail.

• Delivered exceptional customer support by providing technical solutions to end-users and effectively troubleshooting issues using the P.A.I.R (Probe, Analyze, Isolate, and Resolve) method.

2017 - 2018

Education

Dalhousie University

Master of Engineering in Petroleum Engineering
Major courses: Production Technology, Reservoir Engineering, Drilling Engineering, Natural Gas Reservoirs

GPA: 3.29

2014 - 2016

North South University

Bachelor of Science in Electronics and Telecommunication Engineering
Major science and math courses: Principles of Telecommunication Network, Mobile and Wireless Communication System, Calculus and Analytical Geometry IV, Engineering Mathematics

GPA: 3.01

2007 - 2013

Skills

  • IT Training, Support and Troubleshooting
  • Operating Systems: Windows 7,10,11; Windows Server 2012 R2, 2019, 2022; Ubuntu; MacOS, iOS, Andrid
  • Microsoft 365 Tools: Teams, Outlook, OneDrive, Word, Excel, PowerPoint, Defender, Admin
  • ServiceNow (Incident Management)
  • Mobile Device Management (IBM MaaS360, Microsoft Intune)
  • Backup & Storage Server Management
  • System Configuration, Updates and Patch Management
  • IT Policy Development and Documentation
  • Cross-functional Collaboration
  • Vendor Collaboration and Negotiation

Interests

Apart from being an IT professional, I enjoy most of my time being outdoors. In the winter, I like walking in snowshoes, exploring zoo lights, and driving nearby cities. During the warmer months here in Calgary, I enjoy mountain hiking, free climbing (one of the breathtaking experience at the Willow Creek Hoodoos, Drumheller), and kayaking.

When forced indoors, I follow a number of sci-fi and phycological thriller genre movies and television shows, I am an aspiring chef, and I spend a large amount of my free time exploring the latest technology advancements in the Cloud computing and Cybersecurity world.

Awards & Certifications

  • ISC2 Certified in Cybersecurity - December 2023 Validate candidacy here
  • Microsoft Certified: Azure Fundamentals - November 2023 Validate here
  • Secure storage for Azure Files and Azure Blob Storage - November 2023 Validate here
  • Configure secure access to your workloads using Azure networking - November 2023 Validate here
  • Configure SIEM security operations using Microsoft Sentinel - November 2023 Validate here
  • SQL Essential Training - October 2023 Validate here
  • Intensive Cloud Computing Hands-On Training - September 2023 Validate here
  • Career Essentials in System Administration - August 2023 Validate here
  • Installing and Configuring Windows Server 2012 R2 - March 2018 - CBT Nuggets
  • MTA: Networking Fundamentals - July 2017 Validate here
  • 2 nd Place - North South University - Emerging Tech Competition 2009
  • 2 nd Place - Mahipur Degree Collage - Annual Exam Competition 2004
  • 1 st Place - Kholsi Bilateral High School - Annual District Math Competition 2003