MD SOHEL AKTAR

Bengaluru,KA

Summary

Proactive Technical Support Executive with practical experience supporting Microsoft Office 365 and Windows Server in dynamic enterprise environments. Adept at technical troubleshooting, user support, and system administration, complemented by a growing expertise in cloud technologies. Currently pursuing the AWS Certified Cloud Practitioner certification to deepen understanding of cloud infrastructure and services. Strong knowledge of SaaS, Active Directory, and remote support tools, with a proven ability to resolve complex technical issues and deliver exceptional customer service. Passionate about leveraging Microsoft and AWS cloud platform experience to excel as a Cloud Support Engineer.

Overview

year of professional experience

Certification

Work History

Technical Support Engineer

Teleperformance

04.2025 - Current

Provide live chat technical support to North American customers, troubleshooting and resolving issues with Microsoft Windows, Office 365 and related Microsoft products while meeting SLA response targets.
Maintain an average customer satisfaction (CSAT) rating above 95% by delivering prompt, clear assistance and consistently exceeding performance goals for first-contact resolution and response time.
Diagnose and resolve software, hardware and network problems using established procedures; escalate complex issues to senior teams when necessary to minimize customer downtime and ensure quality service.
Document support cases and update internal knowledge base articles, streamlining support processes and improving team efficiency.

Representative – Operations (Trust & Safety)

Concentrix

01.2024 - 09.2024

Reviewed and moderated user-generated content on YouTube in compliance with platform policies and community guidelines to maintain a safe digital environment.
Executed backend moderation tasks using internal tools like Yurt and Google Sheets, ensuring accurate documentation and timely content actions.
Identified and escalated sensitive or high-risk content to senior moderation teams for further investigation.
Maintained quality and accuracy in content decisions, consistently meeting productivity and compliance targets.
Contributed to team efficiency by following evolving content policies and providing feedback for process improvement.

Education

Bachelor of Engineering - Electronics And Communication Engineering

East West College of Engineering

Bengaluru, India

08-2023

Skills

Cloud Platforms:
AWS (EC2, S3, RDS, IAM, VPC, CloudWatch)
Scripting & Automation: Python
Operating Systems:
Linux (Ubuntu, CentOS, RedHat ), Windows Server
Networking & Security:
DNS, TCP/IP, DHCP, Subnetting, Security Groups, NAT Gateway, VPN, Load Balancer, SSL/TLS

Databases & Storage:
Amazon RDS, DynamoDB, MySQL, S3 (Bucket Policies, Versioning, Lifecycle)
Monitoring & Logging:
Amazon CloudWatch, Log Groups, Basic Troubleshooting of Linux Logs
Other Skills:
Strong Troubleshooting, Incident Management, Technical Documentation Cloud computing exposure

Certification

AWS Certified Cloud Practitioner

Projects

AWS Cloud Project – Static Website Hosting
Self-Initiated Project | 2025

Developed and deployed a fully functional static website using Amazon S3, CloudFront, and Route 53
Configured secure HTTPS access and global content delivery via CloudFront CDN
Gained hands-on experience with IAM, SSL certificates, and AWS billing tools
Demonstrated understanding of cloud architecture, security best practices, and cost optimization

Timeline