CURRICULUM VITAE OF

MD. ARAFAT ALAM

C/O: Md. Shohidul Alam
House No.165/167, Road: 10, Block C, Section-6, Mirpur, Dhaka
Mobile No. +8801742661013, +8801520100115
Email: arafat.rakib@gmail.com

CAREER OBJECTIVES
To utilize my technical and management skills for achieving the target and developing the
best performance in the industry. A strong desire to transform “as-is” organizations into “to-
be” market and industry leaders through my experience, innovative ideas, skills and creativity
for accomplishing the projects.

Skills:
 Asterisk, IP PBX, Telephony System, GoAutodial, Vicidial.
 Customer Service Solutions (Voice, Non Voice, Digital Platform)
 LAN/WAN/NOC Administration
 Project Management
 Workflow Planning
 Dynamic IVR design and Implementation
 Managing Large Infrastructure (2500+ Workstation, 80+ Server)
 Technical Support (Level -3) & Troubleshoot.
 Linux, Microsoft System Administration.
 Web Application and Database.
 System Security and Vulnerability assessment (Nessus).
 Mikrotik.
 VMware and Hypervisor Administration.
 Managing Vendors.

Work Experience:
 Associate Manager, Enterprise Solution and ADC Department,
Technology Division at BRAC Bank Ltd. (from 1st December, 2019 to
Present)

 Managing Genesys Omni channel contact center solution.

 Understanding Business requirements from CC operation team and implementation
with service providers.
 Managing voice connectivity with IPT (Shortcode) and PSTN service providers.
 Maintain voice regulation for bank with BTRC and providers.
 Work with multiple team and channel (ATM, CDM, Cards, CBS, DB, Collection
etc.) of Bank in Collaborative way to provide service with Dynamic IVR.
 Managing IPPBX solution of 150 users of Bank for collection department call center.
 Managing IT contact center of the Bank.
  Assistant th
Manager, IPTSP & VC at ADN Telecom Ltd. (from 3rd October,
2019 to 28 November, 2019.)

Responsibilities:
 Managing TDM based IPTSP soft switch to provide voice support to clients.
 Call routing to different destination (based on clients or ICXs demands) from asterisk
based soft switch.
 Integration of legacy PBX & PSTN with digital IPPABX system.
 Providing asterisk base call center and IPPBX solution (GoAutodial, Elastix, Issabel,
Yeaster, Panasonic IPPBX etc.).
 Meeting with client and understanding requirement to implement voice system.
 Working with billing team for charging Clients, ICX, ANS, Operator, IGW.
 Configuring DID, Toll free and shortcode numbers for clients.
 Consulting business team on voice solution and processing regulatory activity with
BTRC about LTFS & Shortcode.
 Configuring E1, FXO-FXS and different types of voice gateway to provide client
service.
 Worked with network team to establish voice connectivity at client activity.
 Supervising a team to provide IPT support.

 Assistant Manager | Technology

2019 to 30th September, 2019.)
at Genex Infosys Ltd. (from 1st January,

Responsibilities:
 Technical Lead of Telenor Malaysia Call Center Process (Voice, NON Voice and
Back-office Process), BATB and Samsung BD, 333 (Govt Services.), UBER BD,
CPP BD. 
 Design, Configure and implement dynamic IVR using Asterisk.
 Maintenance and providing support of Avaya Aura Contact Center solution for
Robi.
 Managing vendors for different type solutions for maintenance and implementing CR of
enterprise level solutions.
 Asterisk base voice solution implementation, configuration and maintenance.
 Vicidial, Go Autodial customization, implementation, maintenance.
 Creating reports using complex query from MySql, MSSql DB for Call center.
 A Large Data Center Monitoring and Management.
 project management and business process implementation.
 Manage organizational IT inventory and monitoring all IT operational activities.
 System Administration (Linux RHEL, Centos 5.X, 6.X, 7, Windows-2008, 2012, 2016).
 Managing Organizational Active Directory Domain Controller (Windows-2008),
Mail Service (Hmail, Gsuite).
 Installing and Configuring ADDC, DNS and DHCP server for different call center
process in different network.
 Administrating more than 80 Physical Servers with ensuring System Security.
 Managing more than 25 Virtual server both in VMWare ESXI (6, 6.5) and Hyper-V
(Windows server-2012 r2).
 Managing Centralized Kaspersky Antivirus server for more than 1700 licensed user
with ensuring system update.
 Responsible for System Security.
  Checking system logs to take necessary step to avoid any kind of system threat,
 Creating organizational IT process for Standardization of business and operation.
 Project documentation and helping business to make business proposal for Call Center
solutions.
 Managing a highly experienced IT support team

 Specialist | Technology at Genex Infosys Ltd. (from 1st January, 2017 to 31st
December, 2018.)

Responsibilities:

 Installation, Customization and Configuration of Asterisk base Solution GoAutodial

and Vicidial for call center.
 In house Custom dialer solution development for dynamic IVR, voice broadcast.
 Manage and Maintenance of Genesys Email Solution.
 Managing Elastix PBX solution for Organizations.
 Planning, Implementing Enterprise Solutions for Customer Service operations.
 Managing IT operations to run Customer service processes (Voice, Non Voice) of
Different telecommunication company (Robi, Banglalink, Grameen Phone).
 Monitoring Live Systems and deploying updated system patches, system backup.
 Ensuring DB backup with system restore and disaster recovery.
 Installing and managing Hyper-V, VM Ware Servers.
 Configure and deploy virtual machines and ensure backup to all configuration
procedures.
 Implementing and Managing IP Telephony Networks.
 Understanding new requirements from existing and new client and deploy into system.
 Checking logs, reports and troubleshoot the running issue in system level to run smooth
operations and services.
 System administration (Linux and Windows). 


 Seniorth Executiveth| Technology at Genex Infosys Ltd. (Largest BPO in Bangladesh)


from 6 March to 12 December, 2016.


Responsibilities:

 Installation and Configuration of Call center application. 

 System administration, Monitoring and maintenance. 
 AVAYA system maintenance and Troubleshooting for Robi.
 Installation, Configuration and Maintenance of Mail server, Proxy Server, Apache Server,
MySQL server.
 Managing NTTN and vendors to ensuring seamless connectivity and monitoring network
for GP and Banglalink.
 Installation and Customized Configuration of Asterisk base Solution GoAutodial and
Vicidial. 
 Configuring and Maintaining Customer service (Voice) Enterprise Solution “NGUCC”
and “Contaque”. 
  Network Engineer at MY Outsourcing
th
Limited (Call Center and Solution
Provider) from January, 2015 to 29 February, 2016 and successfully completed
challenging projects.

Responsibilities:
● Installation and Configuration of Asterisk base Solution GoAutodial and Vicidial.
● Provide onsite support on dialer to client end.
● Linux Server maintenance and Network Security.
● Integration of Call center solution to with Legacy PBX & ISDN (E1) using FXO FXS
GW
● Call reports and voice log maintenance from Server.
● Responsible to maintain, monitor & troubleshoot 80 agents workstation.
● Maintaining and monitoring 60 seat call center including Toll Free Number for NESLTE
BD.
● Maintaining and monitoring call center including Toll Free Number for Berger BD.
● Responsible to maintain, monitor & troubleshoot all network issues.
● Configure & managing Office network, Wi-Fi network.
● Installing Hardware and configuration of Physical & VM servers

Complete Projects:
● Asterisk Based Call Center Solution (with Dynamic IVR) Design, Installation, Configuration
for Telenor Malayasia (40 seats ), BATB (45 Seats), Samsung Bangladesh (40 Seats).
UBER (200 Seats), Govt Servce 333 (50 seats.), Chaldaal telesales (20 seats), CPP BD (10
seats) GoBdGo, IGLOO (Abdul Monem Pvt. Ltd.), Ekhanei.Com, Nestle Bangaldesh,
Bangla Trac Communication.
● Integrating 3rd party Voice logger (Orecx) with Avaya Aura Solution.
● Successfully Managing the Process as technical process manager of Telenor Malayasia,
BAT, Samsung Bangladesh, 333 (Govt Service), Uber.
● Implementation of Contaque dialer for Banglalink Telesales with 4 E1 card.
● Load Balancing call distribution of Asterisk based solution to manage large volume of
calls.
● Implementation of Genesys Email Solution for GP email service.
● Scheduled base IVR skill implementation
● CSAT survey & NPS through Outbound autodial with asterisk.
● Installed and configure more than 30 physical servers to host applications for business
process solutions.
● Installed and Configured 5 VMWare hosts (16 guest servers) and 3 Hyper –V servers (Each
having 3 guests) and also configured VM network for those.
● Implementation of Genesys Email solution for GP customer service operation.
● Implementation of Digital Customer service platform and integration with Facebook.
● Implementation of Active Directory Domain Service in Different operational processes.
● Implementation and Maintenance of 250 seats Telesales contact center of Robi with
asterisk based solution NGUCC.
● Installing IPPBX solution and integration with legacy PBX system at Singer BD, Square
Hospital, United Hospital.
ACADEMIC QUALIFICATION

Name of the Course Passing

Group/Concern Board/University GPA /CGPA
Examination Duration Year
Jahangirnagar 3.50 Out of
PMSCS Computer Science 1 Year 2016
University 4.00

Patuakhali Science
Computer Science 2.96 Out of
B.Sc. Engg.(CSE) 4 years 2015 and Technology
& Engineering 4.00
University.

Govt. Syed Hatem Ali 5.00 Out of

H.S.C Science 2 years 2010
College, Barisal 5.00

Udayan Secondary 5.00 Out of

S.S.C Science 10 years 2008
School, Barisal 5.00

PERSONAL SKILLS

 Flexible, adaptable, and both willing and able to learn quickly.

 Leading and organizing team. Also adaptable as a part of a team
 Able to generate innovative ideas & Capable of working efficiently under high pressure.
 Constructive and diplomatic team player with strong communication skills.
 Able to work under pressure and problem solving skill.

EXTRA CURRICULER & VOLUNTARY ACTIVITIES

 Secretory, Synapse (IT club, PSTU).

 Organizational Secretory, Bangladesh Human Rights Commission, PSTU.
 Microsoft student partner (MSP), PSTU.
 Joint Secretory, Aloktory Cultural Organization.
 Organizational Secretory, Chandradwip Students Welfare Association, PSTU
 Chief Coordinator of Reunion Committee 2013 of Udayan Secondary School, Barisal.
 COMMUNICATION SKILLS

Language Reading Writing Speaking

Bengali Very Good Very Good Fluent
English Very Good Very Good Fluent

PROFESSIONAL CERTIFICATIONS

Achieving Certificate
Certificate Name Date/Duration Authorized by Certification ID Number
Microsoft Certified
Solution Associate Microsoft
(Windows Server 2016) 18th AUG, 2018 Corporation 16193550 G894-6043
Advanced Certificate
For Management Oct 2017- Feb
Professionals 2018 IBA, DU; MoICT N/A N/A

SPECIAL COURSES / TRAINING

 RHCSA/RHCE from CSL under Government Hi-Tech Park project(February,2016 –
May,2016)
 CCNA training from CSL (June 2017- September 2017).
 Day long Leadership Training to create future leaders in industry at Genex Infosys Ltd.
16th June, 2018
 National Mobile application Development Awareness and capacity
Building Program Organized by ICT Ministry (15th February,2014 -19th
February,2014)
 Seminar On Outsourcing Held in PSTU

PERSONAL PROFILE

Father’s Name : Md. Badrul Alam

Mother’s Name : Tahamina Alam.
Present Address : House No.165/166, Road: 10, Block C, Section-6, Mirpur, Dhaka.
Permanent Address : Shahreer’s Dental, Kawnia Main Road,Barisal.
Date of Birth : 27th December, 1993.
Nationality : Bangladeshi (By Birth).
NID : 19930695102000017
Religion : Islam.
Marital Status : Single.
Blood Group : O+
REFERENCES

Dr. Anthony Albert Dr. S.M Taohidul Islam

Project Director Dean,
Prime Bank Eye Hospital Faculty of CSE
Mobile: 01714162879 Patuakhali Science and Technology
Email: a.albert300@yahoo.com University
Mobile: 01719018370,
Email: staohidul@yahoo.com

I affirm that the information given here in is true and accurate to the best of my knowledge
and belief.

…………………
Md. Arafat Alam