Network and Customer care

Improving processes to improve quality of life - making a difference. To attain a position in a prestigious work environment where my abilities can be utilized

Network Engineer._____ January 2009 – Present.
Wateen Telecom

Network design, configuration, installation and maintenance of local and wide area networks
Develop close working relationship with customers, suppliers and other team members
Ensure high level of technical competency on designated product range and network technologies and supply product information when required
Provision of product release notices and other technical information as a value added service to nominated Com Tech support customers
Provide ad-hoc portfolio support when required
Design, proof of concept and implementation of small to medium scale data commiunications infrastructure projects
Network analysis and troubleshooting of LAN/WAN faults
Ensure service level agreements are met or exceeded in accordance with policies and procedures
Attend to on-site issues when required
Supervisor (Inbound) customer Support._____ December 2007 – January 2009.
Wateen Telecom

Managing a shift of 80 to 100 agents on the floor.
Synchronization with all concerned teams like O&M, SDS and Field Engineers.
Daily Shift Reports and Shift Highlights.
Daily Refresher Updates, Attendance Record and Break schedule Designing.
Case Escalation and highlighting internal and External issue of customer care.
Coordination with the management.
Training of agents newly/existing.

Customer Support Representative. _____March 2007 – December 2007
Wateen Telecom

Management of the consumer/corporate client technical issues regarding network or equipments.
On call resolution of consumer/corporate client complaints using network management system.
Synchronization with all concerned teams like O&M and Field Engineers.

Customer Support Representative. _____Aril 2005 – March 2007
PTCL V-Phone

Management of the consumer client technical issues regarding network or equipments.
On call resolution of consumer client complaints using network management system.
Synchronization with all concerned teams like O&M and Field Engineers.



Network Administration._____May.2004 – April 2005
Message Communication (Advertising Company in print Media)

Maintenance of all processes regarding the Computer Network Administration.
Maintenance of network and computers, backups of software and applications.

2003 Bachelor of Science in Computer Scinces.
Allam Iqbal Open University Islamabad.
1999 F.Sc (Pre-Engg).
Govt College Sheikhupra
1996 Matriculation.
Govt High School Sheikhupura

I. CCNA Training (From CORVIT Lhr).
II. 1 year Diploma in computer hardware and troubleshooting.
Trainings
TRAINING IN NATIONAL ENGINEERS (NE)
LAN/WAN Concepts (Sub-netting, VLSM, VLAN,OSPF, RIP, NAT, PAT,ACL Definition etc)
VPN (Types of VPN, Planning, Designing, Implementing, Managing, Configuring and Troubleshooting of VPN)
Wi-MAX (Intro to IEEE 802.16 Standard, OSM-3500 & i-Surf 1008 IAD Installation, Configuration and Troubleshooting, L2 & L3 deployment combination for VPN on both devices i.e. OSM & IAD)