I’m
welcome to my portfolio
IT Support Specialist
3
+
Years of Experience
1
00
+
IT Support Cases Resolved
Successfully delivered L1-L2 technical support for enterprise clients using JIRA, Microsoft 365, Active Directory, and SCCM—resolving issues efficiently and enhancing system uptime.
3
00
+
System Admin Tasks Handled
From account provisioning in hybrid environments to managing DNS, DHCP, and Group Policy—ensured secure and smooth operations for 300+ users.
ABOUT ME My Career Summary
Hello there, My name is Samia Sultana. I am a qualified IT Support Specialist with over one year of experience delivering Level 1 and Level 2 support for global enterprise clients, along with three years in IT education. I demonstrate expertise in troubleshooting technical issues, managing Active Directory, DNS, DHCP, and Microsoft 365 environments, as well as providing both on-site and remote support. With a proven ability to apply ITIL principles, I enhance service desk operations and deliver customer-focused solutions in hybrid environments. My strong communication skills and track record in improving device compliance and user access management further strengthen my professional capabilities.
Windows OS
I have had the opportunity to work on several projects.
Troubleshooting
Guiding tech and customers through troubleshooting and other IT support assistance.
JIRA
Delivering Level 1-2 technical support to global enterprise clients via JIRA
User Account Management
Managing user account provisioning, system outage diagnosis, and cross-platform problem
management
SKILLS SUMMARY
Technical skills
🗸 Windows OS 🗸 Troubleshooting 🗸 Microsoft 365
🗸 JIRA 🗸 User Account Management 🗸 Active Directory
🗸 System Diagnostics 🗸 Security 🗸 Anydesk
🗸 TCP/IP 🗸 DNS 🗸 SCCM 🗸 Intune
Soft skills
🗸 Problem-Solving 🗸 Communication 🗸 Teamwork
🗸 Critical Thinking 🗸 Quick Learner 🗸 Customer Service
🗸 Time Management 🗸 Adaptability 🗸 Leadership
🗸 Creativity
My Services I'm Specialized In
01
IT Support &
Troubleshooting
I help clients ensure smooth IT operations through expert support, system troubleshooting, and ticket resolution across platforms like Windows OS, Microsoft 365, and Active Directory.
02
System
Administration
I assist clients in managing and maintaining enterprise IT environments—including account provisioning, network diagnostics, DNS, DHCP, SCCM, and Intune setup—to ensure secure and reliable infrastructure.
03
Technical
Training & Mentoring
I provide hands-on training in Python, AI, and Robotics, helping users develop technical confidence while delivering customized documentation and practical exercises for all experience levels.
04
Cloud & ITIL-
Based Solutions
I guide clients in adopting cloud tools like Azure AD and implementing ITIL-aligned service management strategies to improve incident handling, problem resolution, and system performance.
Develop your digital foundation — a comprehensive guide to building strong IT support, Ticketing System, Active Directory, Microsoft 365, Windows Server, ITIL framework secure systems, skilled teams, and cloud-ready infrastructure through my professional services.
Resume My Work Experience
STORE TEAM MEMBER - Woolworths
Bankstown, Sydney
Communicating with Customers and handling their complaints and concerns professionally. Managing Impulse software and diagnosing any problems to troubleshoot and ensure all the products are scanned in.
COMPUTER SCIENCE TEACHER
Presidency International School, Bangladesh
A CAIE-affiliated school, delivering a globally competitive Cambridge education while nurturing patriotic,
ethical, and culturally rooted future leaders.
IT SUPPORT SPECIALIST
Leadsoft Bangladesh Limited, Bangladesh
Leading IT provider specialising in finance, blockchain, IoT, and AI—delivering innovative solutions and
lasting client partnerships.
Research My Research Experience
Research Project 1
Performance Analysis of Transport Protocols TCP Variants and UDP on Energy Consumption for Wireless LAN
This project investigates the energy efficiency and performance of various TCP variants (such as TCP Reno,
TCP NewReno,TCP Vegas) and UDP under different network conditions. Using simulation tools, the study
evaluates metrics like throughput, delay, jitter, and power consumption to identify the most suitable transport
protocol for energy-sensitive applications, especially in wireless or mobile networks.
Research Project 2
Multiple Disease Prediction System
This project investigates the application of machine learning techniques to predict multiple diseases,
including heart disease, Parkinson’s, and diabetes—using patient health data. It evaluates the performance
of SVM, Logistic Regression, and Random Forest algorithms, optimizing for accuracy and reliability in medical
diagnostics. A Streamlit based interactive web interface was developed to enable real-time predictions, ensuring
accessibility for end-users.
Portfolio My Portfolio Work
My Education
Bachelor's in Computer Science & Engineering
Bangladesh
Key study areas
Programming Fundamentals | Artificial Intelligence | Graph Theory | Software Development | Networking | Big Data & Cloud Computing | Machine Learning
Qualifications & Courses
Google IT Support Professional 2025
Coursera
Udemy
Introduction to Service Management with ITIL 4
2025AZ-900: Microsoft Azure Fundamentals 2025
Udemy
LinkedIn Learning
IT Helpdesk for Beginners
2025CompTIA A+ Core 1 (220-1101) Cert Prep 2024
LinkedIn Learning
Testimonials What My Clients Say
Prompt and Effective Support
Samia quickly identified and resolved our technical issue with Microsoft 365 and Active Directory. Her professionalism and clear...
Michael R.
IT Manager, FinTech Solutions
Exceptional Technical Trainer
I learnt so much from her training sessions on Python and AI. Her ability to simplify complex topics...
Sarah A
Student, Presidency International School
Insightful and Reliable
She provided great advice on system security and user account management. Her knowledge in SCCM and Intune is...
Olivia Chen
Operations Lead, Retail Tech Group
Smart Troubleshooter
Samia handled our system outage professionally—troubleshooting DNS and network issues like a pro. Her ITIL-based approach really stood...
Ahmed Khan
Senior Developer, LeadSoft
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