Enter Description

Coordinate with stakeholders and IT partners and analyze all business requirements of clients and design efficient IT systems to meet business and technology needs.
Responsible to write technical proposal responses to meet RFP requirements and for the timely execution and facilitation of proposals in response to RFPs

Responsible for carrying out ISO/IEC 20000 (ITSM) and ISO 27001 (ISMS) internal & external audits.

Establish policy of IT Service Management and Information Security in accordance with ISO 20000 and ISO 270001 standards.

Configuration and Administration of Windows Server 2012/2016, Active Directory with roaming profile, FTP, DNS, DHCP, Linux OS under various LAN and WAN environments.

Creation and management of Remote Branches connectivity of commercial and internal clients through VPN using PFSense.

Managing website services for multiple clients (Colgate Palmolive, Fomma, Letusproceed and mostly are US based websites of different clients.

Integration of Open source firewall with Grafana, Splunk, graylog, Cerebro and Kibana.

Implemented Unified Network monitoring over PRTG Platform with historical & real-time reports of network performance, netflow traffic Analyzer with alerts based on high bandwidth consumption, Interface goes UP/Down Switch Broadcast etc.

PFSense Proxy Server Deployment with DHCP Static Mapping, OpenVPN Configuration, NTOP and Mac Authentication.

• Managed System and Network Infrastructure and Supervised an IT Team of 8 Engineers & worked towards the achievement of the operational objectives in a 24/7 environment & Provide Technical Support to 12 local Campaigns (Cybernet Macdonald Uniliver California Pizza etc) & other International Campaigns of USA, AUS, UK, and UAE.
• Managing Voice and Network infra-structure and provide Level 2 Technical support.
• Unified PFSense as a transparent proxy server to monitor and control internet access of enterprise network users with their respective requirements.
• Creation and management of Remote Branches Connectivity of commercial and internal clients through VPN using PFSense.
• Unified IT monitoring with the Solar Winds Orion Platform with historical and realtime reports of network performance, netflow traffic Analyzer with alerts based on high bandwidth consumption, Interface goes UP/Down, Switch Broadcast etc.
• Responsible for fulfilling day to day backup operations and backup/recovery jobs both onsite and offsite, monitoring and troubleshooting failures of Servers deployed on VMs over ESXi in accordance with Disaster Recovery Plan.
• Used Nagios for Server and application monitor and storage resource monitor with Alerts based on high utilization of CPU, Memory and storage etc.
• Troubleshoot various network and Voice issues affect solutions and collaborate with staff and outside vendors to resolve complex problems.
• Implementation of KPIs and SLAs for response and resolution time incorporated in Ticketing System.
• Implementation of all procedures in IT-SOP PIT-201 v5 are aligned with ITIL standards v3.
• Manage the consistent use of agreed tools and methods to address and resolve user identified problems in line with service level agreements incorporated in ticketing System.
• Implemented SLA reports, technician wise, category/sub-category wise reports completed incorporated in Ticketing System.
• Ensuring that the goals of the incident management

During my 4 Years of professional exposure, my specialties are

• Provide Level 2 support on Managing Network infra-structure.
• Provide technical support and software/hardware trouble shooting to End User (CSRs, Managers and above).
• Provide Rapid response and technical support to complaints lodge via ticketing system based on priority (Critical, High, Medium and low).
• Installation, commissioning and maintenance of computer operating systems of Servers and all other End user systems.
• Check all call center services IVR, Auto rectifier, 118, 99000 and other services on hourly basis and share the compiled shift report at shift end.
• Manage IVR integrated Fiber and Radio PRIs, manage Hi-path 4000 PABX and reporting servers.
• Maintain and troubleshoot overall Network and Voice connectivity.
• Manage Siemens HiPath, Genesys Servers, Asterisk PABX and call center applications Open Scape Contact Center Enterprise (OSCC) applications, Genesys (IWS) and Vici dial.
• Coordination with Vendors for the rectification of issues in their services. (PTCL, NTC and Multinet).
• Coordination with engineers present at DR site for smooth call routing and data operations.
• Manage routing of calls to Outsourced KE contact center and internal as well.
• Management require Call center analysis i.e. Reporting, Call Routing Strategies and future Plans.
• Manage and maintain reports of all Junior IT Support Staff.
• Troubleshoot SAP CRM related Issues. Level 1 support. Share technical reports extracted form SAP Logon on hourly basis.
• Create Technical workflows of new project and discussed with Team for smooth project execution.
• Provide training to End Users and Junior IT Staff.
• Manage and maintain reports of all Junior IT Support Staff

• Award of Best IT officer of the year 2014 with cash stipend at KE
• Award of Talented Student by Prime Minister of Pakistan Nawaz Sharif at NED.
• Awarded with LAPTOP and EVO wireless device by Prime Minister of Pak.

My responsibilities at TRG includes:

• Monitoring all the Base Transceiver Station performance through NMS all over Karachi, Lahore, and Rawalpindi and Islamabad cities.
• Providing clear, concise, accurate and frequent communications to clients regarding their technical issues and actual root cause of the problems.
• Documentation and logging all pertinent information via software CRESTEL.
• Providing support and trouble shooting at client end issue