ROBIUL.HASAN

Experience

Five years of keeping the lights on.

From first-line triage to co-leading a multi-tier MSP service desk. Newest first.

2,500+
endpoints maintained
1,100+
Bitdefender EDR assets
25+
projects delivered
90%+
sustained CSAT

  1. Oct 2022 – Present

    Now

    Dhaka (Global Operations)

    L2 Support Engineer & Service Desk Co-Leader

    Techants Solutions Pty Ltd · Managed Services Provider (MSP)

    Leading technical escalations, enterprise infrastructure rollouts, and endpoint security operations across international MSP client fleets.

    Endpoints Managed
    2,500+
    EDR Assets Secured
    1,100+
    Projects Delivered
    25+
    Sustained CSAT
    90%+
    Team Mentored
    10+ Engineers
    • Co-leads and mentors a 10+ member multi-tiered service desk engineering team, orchestrating shift coverage, queue prioritization, and Tier-2 incident escalations.
    • Maintains continuous health, security patch compliance, and configuration baseline across 2,500+ endpoints monthly.
    • Deploys and administers 1,100+ Bitdefender GravityZone EDR agents, mitigating zero-day threats, phishing campaigns, and malware vectors.
    • Delivered 25+ enterprise IT infrastructure projects including M365 tenant migrations, Intune MDM zero-touch enrollments, and Active Directory consolidations.
    • Architects quarterly Service Delivery Optimization (SDO) compliance audits and validates immutable backup pipelines using Datto BCDR appliances and Acronis Cyber Protect.
    • Sustained >90% Customer Satisfaction (CSAT) rating and tight SLA turnaround across multi-client MSP contracts.
    Microsoft 365Microsoft IntuneEntra IDWindows ServerActive DirectoryBitdefender EDRDatto BCDRAcronis Cyber ProtectDatto RMMNinjaOnePowerShellBashPython

  2. 2021 – 2022

    Dhaka, Bangladesh

    Jr. Support Engineer

    Cobait Dhaka · IT Services & Infrastructure Consulting

    Delivered first-response systems triage, server maintenance, user identity provisioning, and automated backup verifications.

    Tickets Resolved
    1,000+
    Provisioning Speedup
    +35%
    Backup Integrity
    99.8%
    • Resolved 1,000+ support tickets encompassing hardware diagnostics, networking anomalies, VPN tunneling, and OS errors.
    • Administered Windows Server environments, Active Directory user provisioning, Security Groups, and Group Policy Objects (GPOs).
    • Performed daily backup integrity checks, disaster recovery test simulations, and bare-metal restore drills.
    • Streamlined onboarding/offboarding workflows, cutting provisioning turnaround time by 35%.
    Windows ServerActive DirectoryGroup Policy (GPO)DNS / DHCPVeeam BackupOffice 365VPN ConfigHardware Diagnostics

  3. 2020 – 2021

    Dhaka, Bangladesh

    IT Executive

    AQSBD · Enterprise Operations

    Spearheaded digital transformation initiatives, standardized IT Standard Operating Procedures (SOPs), and modernized internal communications.

    SOPs Authored
    15+ Guides
    Downtime Reduced
    28%
    • Drafted comprehensive infrastructure Standard Operating Procedures (SOPs) and disaster escalation matrices.
    • Digitized manual internal workflows, establishing secure cloud-based document management and communications.
    • Supervised local LAN/WLAN cabling, network switches, biometric access control, and hardware asset lifecycle management.
    LAN/WLAN NetworkingHardware LifecycleSOP DocumentationBiometric SystemsGoogle WorkspaceWindows 10/11

Also on my desk

Quarterly SDO audits and backup appliance checks

Every quarter I audit client fleets for Service Delivery Optimisation: RTO and RPO targets, patch compliance and security posture. I also run the on-site Datto SIRIS and ALTO appliances and Acronis cloud backups, so restore drills lose nothing.

Download CV Talk to me

Open to sysadmin & cloud infra roles

Got a messy network? I like those.