خلاصہ

Professional with around 11+ years of experience in IT service delivery , Projects, Networks, Cloud & Telecom for both enterprise and ISP sector. Committed to procuring and governing IT resources and support staff to deliver innovative solutions meeting budgetary and performance expectations. As a certified ITIL professional, worked at improving IT processes to meet KPIs and ensured excellent service delivery according to business needs. Skilled in developing training and coaching programs support engineers and onsite technicians. Demonstrated history of improving customer satisfaction ratings and increasing first call resolution rates.

پراجیکٹس

Emporium Mall Lahore

تجربہ

کمپنی کا لوگو
Senior Manager Service Delivery
Systems limited
ستمبر ۲۰۲۲ - موجودہ | Lahore, Pakistan

ITIL , handling IT service delivery operation with fortune 200 company

کمپنی کا لوگو
Senior Service Delivery Manager
dinCloud Pakistan (Private) Limited
مئی ۲۰۲۲ - اگست ۲۰۲۲ | Lahore, Pakistan

IT service delivery, ITIL, SLA management, customer engagement

کمپنی کا لوگو
Manager ICT
CNS Engineering
جون ۲۰۱٦ - اپریل ۲۰۲۲ | Lahore, Pakistan

IT service management , service delivery , project management

کمپنی کا لوگو
Senior Engineer – Technology Infrastructure
Bol Media Network, Islamabad
مئی ۲۰۱۵ - مئی ۲۰۱٦ | Islamabad, Pakistan

Worked as Senior Engineer-Technology Infrastructure to design IT services and develop ITSM, which included:
• Establishment of complete network architecture including Ethernet cabling, Equipment Installation and configuration of Cisco Solution
• Analyze all problem requests in system and identify potential problems and/or increasing trend of repetitive incidents.
• Provide on-job training to new members in the support team.
• Identify incidents that arises from change processes and/or increasing trend of repetitive incidents.
• Create Knowledge with repeatable procedures with a goal of reducing the number of incidents and reduction the process time.
• Managing a network & ITSM of around 500+ nodes for ICT Services
• Supervising a team of engineers in IT, Network, and ICT Inventory
• IT related support and operational tasks
• Responsible for office automation
• Following up with stake holders for rectification
• Prepare monthly operational demand forecasts including outstanding risks and issues
• Addressing the user needs after analyzing their queries and concerns

کمپنی کا لوگو
Network Engineer
NayaTel Pvt. Ltd.
اگست ۲۰۱۱ - مئی ۲۰۱۵ | Islamabad, Pakistan

Worked as a Network Engineer for operation and maintenance of Complete ICT services & network, which included:
• Playing a leading role in TAC
• Create the key concepts, guiding principles and design of new solution/revised process, which can raise the operational capacity of the team.
• Prepare monthly duty roster by ensuring optimal use of resources, with the high response level 24x7.
• Provide on-job training to new members in the support team.
• Arrange staff training and perform briefings to TAC staff on changes or deployments that may affect volumes at TAC.
• Monitor and manage the daily call loads to ensure that Service Level Agreements are achieved.
• Technical evaluation of fixed broadband solutions and products
• Technical specification for products to be deployed in the fixed network
• Developing SOPs, guidelines and technical specifications for fixed broadband network
• Network Planning/strategy experience for fixed broadband networks
• Coordination with L1 and L2 teams to provide support for FTTH issues
• Managed separate teams for 24/7 operations and maintenance of the support system.
• Preparing the user and Technical manuals for different products and improving the last editions
• Providing technical assistance to SLA signed Corporate Customers and coordination with Upstream Providers to optimize traffic issues
• Responsible for using CRM to assign and modify Trouble Tickets of customers and assigning them priority as per service level Agreements

تعلیم

University Of Engineering & Technology, Taxila
بیچلرز, , Bachelors of Science(HONS.)‎
Telecommunication
CGPA 3.3/4
2011
Pakistan scout cadet college Batrasi Mansehra
انٹرمیڈیٹ / اے لیول, , F.sc(pre.eng)‎
General Science
2007
Pakistan scout cadet college Batrasi Mansehra
میٹرک / او لیول, , Matriculation in Science‎
Science
2005

پیشہ ورانہ مہارتیں

ابتدائی Audit Assignment Handling
ابتدائی AWS
متوسط B2B Business Development
ماہر Corporate IT
متوسط Corporate - Procurement / Administration Departmen
متوسط Corporate HR Department
متوسط Custom CRM
متوسط DevOps
ماہر Electric Circuits Analyses
متوسط Enterprise Sales
ابتدائی Funds Management
متوسط Government
ابتدائی Graphana
ماہر Handling Assignments
ماہر Help Desk Support
ابتدائی Import Operations Handling
ماہر Individuals / Consumers
ماہر Internet Services
ماہر IT Infrastructure Designing
ماہر IT Infrastructure Operations
ماہر IT Service Delivery
ماہر ITIL
ماہر ITIL v3 Foundations Certified
ماہر ITSM
ماہر ITSM Practices
ماہر ITSMF
ابتدائی Logstash
متوسط Microsoft Azure
ماہر Mobile Services Management
ابتدائی Nagios
متوسط Regional Banks
ماہر Service Desk Management
ماہر Service Operations
ماہر Stitching Skills
متوسط Traffic Signal Knowledge
ماہر مبيعات المشاركة
ماہر تسويق الشركات

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