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Application Support Engineer

November 28, 2017

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Hafiz Osaid Atif

** *-* *&D Society, Mohanwal Road Lahore.

Cell: +92-333-*******

Born: 21/12/1990

Personal Profile

Functional Areas: Telecommunications, VoIP, Electronics,

Result-driven, logical & methodical approach to achieve objectives

Calming and positive temperament; tolerant and understanding

Good strategic appreciation and vision; able to implement cutting-edge plans

Ability to seek and find solutions to challenges Education &


BS Electrical Engineering 2014

University of Management and Technology (UMT), Lahore (3.03/4.00 CGPA)

F.Sc (Pre Engineering), 2010

ILM College, Lahore

Matriculation 2008

Heritage School System, Lahore



Application Support Engineer at Verscom Technologies Feb 2017 – Present

Working at Verscom Technical Assistance Centre, Providing 24x7 Technical Support to globally spread NGN/VoIP Customers (Operators/ISPs) for below products;

Genband S3 SBCs (Jarrell/Annapolis/Q10/Q20/Q21)

Genband RSM (Real-Time Session Manager)

Verscom ODINE VCRS (Centralized Voice Routing Servers) Responsibilities:

24x7 On Call availability when assigned and handle support calls with minimal delay.

L2/L3 Support duties, such as resolving issues across several core telephony network elements

Answer, prioritize, and track support requests arriving over phone, and ticketing system

Giving technical support & guiding to customers and handling the customer problems with Genband SBC

Maintain and update internal knowledge base of common support issues

Coordination with the customers & vendor

Manage critical customer issues and facilitate communication between customers, escalation, and Vendor.

GENBAND S3 installation/configuration/upgrades/Troubleshooting

(Annapolis, Sandy Bridge, Q10, Q20, Q21)

.GENBAND S3 SBC Support to customers around the world

.GENBAND RSM Server installation/Upgrade/Patch


Deployment, management and support of Genband SBC (Session Border Controller) - the product supports multimedia session control

(both signaling and the media), interworking and security to VoIP network deployments.

Deployment, management and support of Genband RSM (Real-time Session Manager) - the product provides network-wide management services across multiple SBCs, it extracts, views and manages real- time sessions and network performance based reports.

Performing software and OS level upgrades (Genband SBC & RSM)

Configuring the services on SBC (like NTP, SNMP, networking, named, SSH, SMTP etc.)

Troubleshooting on Genband SBC & RSM (by checking SIP call flows, analyzing CDRs, logs, traces etc.)

Reproducing issues in a simulated lab environment (using programs like SIPP, VMware) in order to enhance support quality

Providing remote and on-site support, pinpointing critical server problems

Planning and performing migrations

Reporting the problems to the vendor and working with the support team of the vendor.

Creating bash shell scripts for daily operations.

Chasing the performance for hosted systems(in London and Boston) 1st Level Support Engineer at Verscom Technologies, Lahore Sep 2014 – January 2017

Monitoring of network of the clients for its smooth running

Trouble shooting in networks to identify and remove faults

Provide solutions to customer complaints to fix their problems

Monitoring of Network using Solar Winds Monitoring tools.

Clients management using Numara Footprints

Accessing servers and checking them for problems Internee at Descon Ltd., Lahore Jun – Jul 2013

BS (E.E)

Final Project

Designed Dual Axis Solar Panel Tracker for Final Year Project. In this project we tracked the sun on both x and y axis. Four “Light Dependent Resistors” were used as sensors to track the sun. Two DC motors were used for the movement of the mechanical structure on both the axis. PIC 16F877 microcontroller was used in this project. Port B was dedicated for the display on the LCD and Port D was used for the rotation of motors and Port C was used as the input source coming from the LDR’s through comparators named as LM324. Tracking was done in order to get maximum efficiency as compared to fixed mount and Single Axis Tracker system. As an outcome of our project, when the panels were pointed perpendicularly to the sun rays, it’d produce more energy and as a result increase the overall efficiency of the system. Auxiliary


PLC workshop held at University of Management and Technology

MATLAB workshop held at University of Management and Technology

Team Lead at Punjab Youth Festival

Photographer at Social Media UMT

Term Projects

Developed Rotating LED Display using Microcontroller

Designed two way security lock using flip flops.

Designed Water Level Detector using Logical Gates.

Devised Real Time Clock using FPGA

Computing Skills

Bash scripting

C,C++ programming

Hands on Linux experience


Session Border Controllers

Logic Designing

Problem solving


Proteus, Labview, Pcspim, MPlab, Matlab,

Microsoft Office( Word, Power Point, Excel )


Microprocessors, i.e. PIC, FPGA

Numara FootPrints

Network Management tools

Solar winds

Open NMS

Installed Linux using virtual tools




Digital Logic Designing


Computer Organization and Architecture

Computer Hardware and software


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