概要

Professional with around 9 years of experience in IT Projects, Networks 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.

项目

Emporium Mall Lahore

工作经历

公司标识
Assistant Manager ICT
CNS Engineering/Emporium Mall by Nishat
Jun 2016 - 代表 | Lahore, Pakistan

Working as an ICT Asst. Manager for the ICT service Design and delivery for many projects including the largest, State of the Art, Mall and Hotel project in the region.
• Planning, Design, Infrastructure Development and Implementation of ICT/GPON Network and designing IT service management processes
• Advising the functional business managers/users in striving for the implementation of best practices/processes and IT capabilities to support the function of the Service Desk and help eliminate areas which cause problems.
• Regular Reviewing of service management lifecycle
• Benchmark with other companies and spotting new trends in business processes and latest technology.
• Considering multiple options, analyzing alternatives and selecting the one that best supports the business needs and technical reality to ensure all Service/Operational Level Agreements are met
• Performing monthly audit and quality check of IT service delivery and assist in preparing monthly summary report for management review.
• Resolution and remediation of all IT incidents and requests
• Operations and Maintenance of ICT/IBAS network infrastructure
• Facilitates 3rd Parties Support for Project Works
• Sharing of information with different stakeholders in a professional manner
• Integration of Switched, Voice & Access Control Network, and Schneider Electric Building Management System over the GPON Network
• Leading a Team of Engineers to run the 24/7 ICT operations of the Mall and Hotel
• Management and development of IT support teams
• Managing Change Requests via change management processes to improve
• Integration of Hotel Guest Room Management System to GPON
• Leading a Team of Engineers for 24/7 O&M at Emporium Mall and Hotel by Nishat Group
• Coordinate and manage relationship with key stakeholders, vendors and service providers

公司标识
Senior Engineer – Technology Infrastructure
Bol Media Network, Islamabad
May 2015 - May 2016 | 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

公司标识
Network Engineer
NayaTel Pvt. Ltd.
Aug 2011 - May 2015 | 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

学历

University Of Engineering & Technology, Taxila
学士, , Bachelors of Science(HONS.)‎
Telecommunication
CGPA 3.3/4
2011
Pakistan scout cadet college Batrasi Mansehra
中级/A级, , F.sc(pre.eng)‎
General Science
2007
Pakistan scout cadet college Batrasi Mansehra
大学入学/0级, , Matriculation in Science‎
Science
2005

技能

中级 Automobile Driving
初学者 CA+
初学者 CIA
熟练 Corporate Marketing Departments
熟练 Corporate - IT Department
中级 Corporate - Procurement / Administration Departmen
中级 Corporate HR Department
中级 Custom CRM
熟练 Electric Circuits Analyses
中级 Enterprise Technology Sales
中级 Government
中级 Government Business Development
初学者 Graphana
熟练 Individuals / Consumers
熟练 Internet Services
熟练 IT Infrastructure Design
熟练 IT Infrastructure Operations
熟练 IT Service Delivery
熟练 ITIL
熟练 ITSM
熟练 ITSMF
初学者 Logstash
熟练 Mobile Services
初学者 Nagios
熟练 Official Assignments
中级 Regional Banks
熟练 Service Operations
初学者 Software
熟练 Stitching Women Clothes
熟练 مبيعات المشاركة

Muhammad 联系人

Muhammad Asad
Karim Containers Pvt Ltd.
Hira khan
k-ENERGIS INTERNATIONAL Pvt. Ltd.