SENIOR EXECUTIVE IPCC & IPT SUPPORT (TEAM LEAD )
Seeking a challenging senior position, where my skill set can be utilized in order to meet the organizational goals.
Senior Executive IPCC & IPT Support (Team Lead ) July 2013Warid Telecom (Pvt.) Ltd
Responsible for managing IT operations in South region as a team lead and ensuring smooth daily operations while making sure that everything is running fine i.e.
Integrated Peripherals applications such as CRM, IVR, TABS application, Asterisk (Halifax), Speech log ( Voice recording Solution), CTIOS(telephony application),Call Manager, ICM Scripting, VXML application for CVP Workforce Management ,Trend Micro, Symantec, Active Directory, Wallboard application, Uni-centre, MS-SQL 2000,Tomcat(Web application CVP),Informix, VERITAS, Solar wind ,Orion IP Monitoring and network operation of all over south region.
Major Job Responsibilities: Responsible for managing database administration , application management, Change Request for upcoming requires of company Gathering business reports for analysis, Design, and Develop reports for overall business continue plan and business automation.
Managing of process and logs monitoring for all application Looking for application server startup and shutdown process Export daily database backup for relevant sources Checking of debiting/rating plus billing process Looking for credit control tap-in processing Looking for sim card management application All monitoring, uploading and troubleshooting database and applications issues Escalate problems to concerned Vendors such as oracle etc.
Managing applications and routines access and Implementing Work for Maintains to Business and coordinating with IT Support teams (such as Wateen, Globitel, oracle, ITS to implement and make it operational.
Defining teams structure using task assigning routine.
Conduct trainings for supervisors for any specific IT Operation Modules (if required).
Management for IPT operation nationwide Project Accomplished Deployment of Cisco IPCC solution which is includes Cisco Unified Communication Management, PGW for E1s configuration and ICM for scripting, VXML application for CVP etc.
Implement vxml application for established connect between ICM Design and Implement wallboard application Database Migrations of CRM solution Expansion of GSM application capacity modules Upgrade and installation of Globitel customers care calls recording solution Deployment of E-Fax service based on Asterisk Implement Enterprise Antivirus Management Upgrading of Cisco CVP, with the support of team works Deploying of disaster backup plan of IPCC IT Infrastructure Management and Maintenance Prepared SOP, SLA, OLA with vendor/Clients for meeting KPIs.
August 2008 to June 2013Warid Telecom (Pvt.) Ltd
Executive IPCC & IPT Support Operations & Maintenance of IPCC enterprise solution with the support of vendor Management of MCS servers and Voice Gateway Troubleshooting and management of Warid Corporate IP Telephony MIS for over all IT departments including the divisions.
Management of Voice Recording solution over all contact centers Documentation of SLA and OLA for IPCC team CR and IR Management.
Responsible for Engineering Transmission integration with VOIP setup.
Systems/ Network Engineer April 2004 to July 2008Aqeel Karim Dhedhi (AKD) Securities Ltd
Configuration of Xeon servers (Windows 2003 server, SQL server) Implementation of AKD Trade Network Configuration of Cisco Switches, etc Active Directory, ISA configuration 2006 Diagnostic System Problem and trouble shooting Supporting staff Security general integrity of the network IT governance Recording Machines management Disaster Recovery planning for call centre External Tape drive management for Data backup Deliberate Technology and Business Initiative Coordination with IT HEAD for upgrading and feasibility study for future needs and requirements regarding Hardware, Software & Network into running environment in Call Centre and NOC area Distribution of information/news/technical literature, received from Principals to the Branches and concerned departments.
Hardware and Software troubleshooting at Server end Administration and support of Windows NT based Fast Ethernet Intranet which consists of > 80 users.
Planning for the additional needs and growth of network components.
Acting as Database and Network Administrator Information System development in MS-SQL for maintaining database and user service requests.
Team Training OTHER PROJECTS: Windows 2005 domain structure upgrade to Windows 2008 involving upgrade and scratch build scenarios.
Online banking system, enabling user to access accounts through any hand held device (preferably mobile) Text based point-to-point chat client software Providing Technical logic in Software Development.