Muhammad Arsalan IQBAL

Personal Details

Contact Number +1-514-***-****

Email Address abh81r@r.postjobfree.com

Residential Address 303 - 3070 Avenue Linton, Montreal QC, Canada

Objective: To work in a position that offers learning, challenge and

good opportunity for growth.

Employment History

Technical Services Professional (Technical Team Leader) with Ericsson

Canada in Network Management Group (OSS / ENIQ / ENIQ Events) for Regional

(North American) customers (April 2014 to date)

.CA (competence area) lead role, which involves solving OSS configuration

management issues related to GSM, UMTS and LTE networks.

.SME (subject matter expert) for OSS platform and fault management

.Work load management of resources based in Montreal, Mexico and India.

.Competence development of extended team resources.

.Devise new ways of working to ensure efficient utilization of resources.

.Innovate and steam line procedures / ways of working.

.Ensure the team motivation level is up to mark to succeed as a support

organization.

.Handle customer escalations and address them by driving the team to a

solution.

.Pushing for add on sales.

.SME (subject matter expert) for platform, fault management, performance

management and configuration management for GSM, UMTS and LTE NMS systems.

.Standing in for Technical Operations Manager (Customer Support).

.Position the team for cloud, NFV and network transformation.

Additional responsibility is to manage the competence domain teams (CM / PM

/ FM /PL). Devise effective plans for efficient way of working. Handle

customer escalations and ensure the overall team KPI is good.

Technical Services Professional with Ericsson Canada in Network Management

(OSS / ENIQ / ENIQ Events) Group for Regional customers (April 2013 - March

2014)

The job requires good hands on experience with Ericsson products (OSS /

ENIQ / ENIQ Events). To help customer with their problems related to live

traffic and project related issues.

. CSR handling, problem solving and consultation on the Customer Solution

(OSS / ENIQ / ENIQ Events)

. Emergency handling (24/7)

. Verification of restorations on Customer Solution level and verification

of updates / change requests on Customer Solution level (OSS / ENIQ / ENIQ

Events)

. Provide feedback on service delivery / system performance

. Improvement activities related to customer satisfaction

. Assist the Second Line Support, in trouble report writing for standard

product faults affecting the Customer Solution (OSS / ENIQ).

. Assist in configuration management, i.e. updating Customer Solution

documentation when changes to the Customer Solution are introduced

(restorations, updates, changes or introduction of new features).

. Work closely with the customer to ensure all their problems /

consultations are addressed properly and in time.

.Pushing for add on sales.

Additional role assigned is CA (competence area) lead, which involves

solving OSS configuration management issues related to GSM, UMTS and LTE

networks. Work load management of resources based in Montreal, Mexico and

India. Create competence development plans for extended team resources.

Services Professional with Ericsson Canada (Contract) in Network Management

(OSS / ENIQ) Group for Global / Regional customers (July 2011 till March

2013)

Solve second line problems for global customers as part of the GS (global

support / GSDC) team. The job requires good hands on experience with

Ericsson (OSS / ENIQ) products. To help first line support with their

problems related to live traffic and project related issues. Emergency

handling is a key aspect since it is required to be on call for

emergencies.

VAS / OSS / ENIQ / PCN Consultant (Service Layer) with Ericsson Ghana

(Contract) in Regional CNS department for MTN RSSA (April 2011 - June 2011)

To ensure that all problems are solved with the time specified in SLA.

Transfer of knowledge so that the resources can work independently. We were

supporting all MTN accounts in RSSA region.

. CSR handling, problem solving and consultation on the Customer Solution

(OSS / ENIQ)

. Emergency handling (24/7)

. Verification of restorations on Customer Solution level and verification

of updates / change requests on Customer Solution level (OSS / ENIQ)

. Provide feedback on service delivery / system performance

. Improvement activities related to customer satisfaction

. Assist the Second Line Support, for support, in trouble report writing

for standard product faults affecting the Customer Solution.

. Assist in configuration management, i.e. updating Customer Solution

documentation when changes to the Customer Solution are introduced

(restorations, updates, changes or introduction of new features).

. Work closely with the customer to ensure all their problems /

consultations are addressed properly and in time.

.Pushing for add on sales.

. Stand in for SDM (Service Delivery Manager) during his absence.

VAS / OSS / PCN (Service Layer) Consultant with Ericsson Ghana (Contract)

in Service Delivery department (Feb 2010 - March 2011)

To ensure that all problems are solved with the time specified in SLA.

Transfer of knowledge so that the resources can work independently. We were

supporting 2 customers so regular service review meetings were to be

arranged to discuss timelines for problem solving and to highlight any hot

issues.

. Perform updates/upgrades of live networks

. Identify and isolate malfunctioning systems/nodes, and apply resolving

processes if possible

. Identify add on sales opportunities and address those opportunities to

the appropriate function within Ericsson, when applicable

. Plan and design networks within a given framework and in accordance to

contract specification, and participate in network optimization

.Manage project to ensure time lines are met and there are no overheads on

the project budget

. Participate in on-call support rotations within the technical teams and

provide first line support

. Participate in technical reviews and provide on-site support to our

customers, local support offices and Ericsson organizations

. Work closely with the customer to ensure all their problems /

consultations are addressed properly and in time.

.Pushing for add on sales.

. Stand in for SDM (Service Delivery Manager) during his absence.

VAS / OSS / PCN Consultant (Functional Team Leader) with Ericsson Ghana

(Contract) in Customer Network Support department (Feb 2009 - Jan 2010)

To ensure that all problems are solved with the time specified in SLA.

Transfer of technology so that the resources can work independently. We

were supporting 2 customers so regular service review meetings were to be

arranged to discuss timelines for problem solving and to highlight any hot

issues.

The job description includes detailed analysis of any problems in the node

that the customer raises. Competence required includes UNIX, networking,

good knowledge of Ericsson IP / VAS / OSS / PCN / EMA / EMM products,

databases, VERITAS clusters etc. The job includes providing level one

support for any problem, configurations and integration issues. Project

involvement is also there which includes assisting projects team in

integration issues and conducting ATPs. For all products audit needs to be

carried out as well as CP/EP loading procedure. Also assistance is provided

to solution architects for system / network dimensioning and planning.

Further it also time management skills are also required for different kind

of severities and priorities set by the customer depending on working level

agreement with the customer.

VAS / PCN / OSS Consultant with Ericsson Nigeria (Contract) in ELS Back

Office department (Nov 2008 - Jan 2009)

To ensure that all problems are solved with the time specified in SLA.

Transfer of knowledge so that the resources can work independently. We were

supporting 12 customers.

The job description includes detailed analysis of any problems in the node

that the customer raises. Competence required includes UNIX, networking,

good knowledge of Ericsson IP / VAS / OSS / PCN / EMA / EMM products,

databases, VERITAS clusters etc. The job includes providing level one

support for any problem, configurations and integration issues.

Team Leader ELS for I.P.M.M (VAS / OSS / PCN / EMA / EMM) Group with

Ericsson Pakistan (Feb 2008 - October 2008).

The prime responsibility was to ensure that SLA requirements were met

properly. I had to determine the severity of the problem and to ensure that

the problem was solved with in time lines specified according to SLA. I had

to assign tasks and devise a work flow to be followed for a team of 5

resources. Proper management escalations were to be made to the appropriate

manager in case of hot issues. Further, good presentation, negotiation and

communication skills were required for interaction in meetings to discuss

problems with different teams. Besides this time management was also

required in order to prioritize work based on the severity of the problems.

Services Engineer I in ELS for I.P.M.M (VAS / OSS / PCN / EMA) Group with

Ericsson Pakistan (July 2006 - Jan 2008)

The major responsibilities were to troubleshoot any problems reported and

escalate them to second line support. Keep track of upgrades and new

projects. Conduct ATPs for new products. Also to ensure the quality of

service that is regularly monitoring statistics from all VAS / OSS nodes to

check for any abnormalities.

. CSR handling, problem solving and consultation on the Customer Solution

(VAS / OSS / PCN / EMA)

. Emergency handling (24/7)

. Verification of restorations on Customer Solution level and verification

of updates / change requests on Customer Solution level (VAS / OSS / PCN /

EMA)

. Provide feedback on service delivery / system performance

. Improvement activities related to customer satisfaction

. Assist the Second Line Support, for support, in trouble report writing

for standard product faults affecting the Customer Solution.

. Assist in configuration management, i.e. updating Customer Solution

documentation when changes to the Customer Solution are introduced

(restorations, updates, changes or introduction of new features).

. Work closely with the customer to ensure all their problems /

consultations are addressed properly and in time.

Internee in Transmission NOC with MOBILINK Pakistan (3 months)

. Proactively monitor alarms for transmission nodes in the network

. Dispatch resources to fix the issues

.Send daily, weekly and monthly reports to management

.Participate in node re-parenting and rehoming activities during the night

shift

Internee with Techlogix Pakistan (1 month)

.Writing software segments in C++ / MFC environment.

Trainings & Management Skills

Trainings:

. Technical training on EMO System Administration

. Training on Business Development EMO

. Technical training on TELSIS ISR (Intelligent SMS Routing System)

. Training on GPRS BSS Operations and integration.

. Training on GPRS BSS Signaling.

. Solaris 9 Operating environment, System Administration I and II.

. Web trainings ELS, NSG, CIC and Security Sally.

. X86 boot camp

. ENM (Ericsson network Manager) boot camp

. Linux Certification

. X86 Certification

. Workshop on business processes & ways of working (eTOM, ITILS & PROP-

C)

. Training on introduction, architecture and Ericsson approach towards

cloud, NFV and SDN

Management Skills:

. Time management (Working with support department and managing

priorities of problems according to their severity)

. Leadership skills (Working in support department as team leader and CA

lead)

. Customer Satisfaction and negotiating skills (Working with support

department)

. Problem solving (Working with support department and solving problems)

. Resource management (Working as team lead and competence area lead)

Competence Area

I have performed Customer Network Support, installation, integration tasks

and updates / upgrades on the following nodes:

. MMS (Multi-media Message Service by Ericsson)

. MIEP ( Message Internet Enabling Proxy)

. SASN(Service Aware Support Node by Ericsson)

. GPRS (SGSN & GGSN & radius & e-DNS & i-DNS)

. EMA (Ericsson Multi Activation)

. ADC (Automatic Device Configurations)

. MPS (Mobile Positioning System)

. MoIP (Message over IP)

. ISR (Intelligent Short message Routing service by TELSIS)

. ENM / OSS / ENIQ (Operations Support System)

. MSDP (Mobile Services Delivery Platform)

. SAPC (Service Aware Policy Control)

. EMM (Ericsson multi mediation)

. LBS (Location Based Service)

. ENM (Ericsson Network Manager)

. ENIQ events

I have worked on the following projects as SI:

. Upgrade from OSS R6.2 to OSS R7.1 for MTN

. Upgrade and implement SASN 2009B 4+1 cluster for MTN

. MMC 5.0 single node installation for MTN Ghana

. MIEP 4.0 single node installation for MTN Ghana

. Upgrade EMA 5.3 to R4 FD04 for MTN Ghana

. GGSN upgrade from R5 to 2009B for MTN Ghana

. SGSN upgrade form R8 to 2009B for MTN Ghana

. Setting up PSM for MMC, MIEP and OSS for Orange Kenya

. ENIQ statistics integration with VOLTE for EKN USA

. ENIQ events small update for AT&T

Computers, Programming, Electronic Simulations, Electronic and Languages

. Operating systems: LINUX, SOLARIS, Windows 98, Windows Xp, Windows

VISTA

. Hardware : HP servers and blades, SPARC servers, F5 load balancer, SUN

and EMC storages

. Programming languages: C, C++, assembly, Embedded C++, UNIX scripting

. Languages : Fluent in English, Urdu and Punjabi

. Protocol Analyzer : ACTERNA 8360 to analyze SS7 traces at MTP, SCCP

and ISUP layer

. Protocols: TCP/IP, SMPP, MMSE, IMAP, MAPI, SMTP, UDP LDAP, DIAMETER,

FTP, TELNET, SFTP, SSH and HTTP.

. Databases : Versant, SQL, Sybase and Oracle

. LITP, cobbler, puppet, core middleware SUN cluster & VERITAS cluster,

Symantec file store

. Net backup solutions

Education History

. Bachelors in Telecommunication Engineering from National University of

Computers and Emerging Sciences (FAST-NU).

. A levels from Cardinal School Lahore, Pakistan with Mathematics, Physics

and Chemistry

. O levels from Lahore Presentation Convent School, Pakistan with

Mathematics, Physics Chemistry and Biology.

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