Sr. Voice Engineer / Manager

Tariq Zaman

Contact#: +92-334-******* Email ID: ************@*****.***

OBJECTIVE

To secure a position in ICT & Telecom environment, where I can make significant contributions towards a company’s immediate and future goals

SUMMARY

Over 6 years of experience as Manager Operations, acting IT In-charge, Sr. Network Admin and Senior Support Engineer

KEY SKILLS

Hands on Avaya products (CM, AES, SES, ACR/QM/Work Force Management, CMS, System Manager, Session Manager, AACC), Cisco routing and switching, Wireless LAN, and virtualization– ESXi 4.x, Project Management and Team Lead

EDUCATION DETAILS

2006 to 2008 MS

Hamdard University

Karachi Pakistan

2002 to 2005 BS (CS)

IBMS/CS

Peshawar Pakistan

KNOWN LANGUAGES

English, Urdu, Pashto

TRAINNINGS

Avaya Workforce Management from Avaya Singapore

Avaya Quality Monitoring from Avaya Singapore

AACC from Dubai

Avaya Scopia from Dubai

Cisco Network Academy Program (CNAP-1, CNAP-2, CNAP-3, CNAP4, CNAP-5 ) RCNA Pakistan

Wireless LAN RCNA Pakistan

CERTIFICATES

ACSS - Avaya Aura Communication Manager

ACSS - Avaya Call Center Elite Implementation and Maintenance

ACSS – Avaya Aura Messaging

Avaya Aura® Session Manager and System Manager Implementation and Maintenance

Microsoft Certified Professional (MCP)

Cisco Certified Associate Instructor

CCNA/CCNP

PROFESSIONAL EXPERIENCE

ORGANIZATION Pronet Private Limited

PERIOD April 2011 - Current

TITLE Senior Manager Ops and Support- Avaya

Job responsibilities:

Team management to give support to clients

Attend meetings with technical and business once a week to discuss issues if any

Planning for upcoming projects

Site survey for new deployments

To define Scope of Work in collaboration with Project Manager as per ISO 20000

To raise change for current setup in compliance with ISO 20000

Works with other departments, customers and vendors to provide efficient fault resolution of issues or systems outages

Responsible for ensuring all related documentation and technical issues are effectively conveyed to relevant team members

Logged ticket and communicate with Avaya BB Engineers for technical support on critical issue in- case of high severity

Develop or assist with the Root Cause Analysis reports

Monitors ticket update information and ensures trouble-ticketing information is current and accurate

To administrate/install/upgrade the Avaya PBX, Witness Server, Avaya Enablement Services, and IP Office 500

To give customer support with 24/7 scale for Avaya PBX, Witness, CMS, SES, Avaya Enablement Services, Session Manager and System Manager

Installed and implement Avaya Communication Manager 3.1 to 6.x,

Provide out-of-hours and weekend support when required.

Install and implement AES, G450, G650 gateways, CM 5.x, ACR 10.1.

DS1 configuration, SIP trunk, Integrating Avaya PBX with different vendor

High Availability installation of Avaya AES and SES

Installation of Microsoft Server 2008 and SQL 2005 enterprise, registration and all other necessary arrangements to make CRM application fully functional.

Tie trunk of Avaya with Cisco and Alcatel

Testing of Prognosis application for monitoring purpose to share pre-requisites with client

Perform testing before deployment of new requirements

Completed projects:

a.Avaya PABX (G450, ACM 6, AES 6.0 & ACR 10.1 for 400 users)

b.Avaya PABX (G650, ACM 6, AES 6.0 & ACR 10.1 for 200 users)

c.Avaya PABX (G450, ACM 6, AES 6.0 & ACR 11.0 for 200 users)

d.Avaya PABX (G450, ACM 6 for 60 users)

e.Avaya PABX (G650, ACM 6 for 700 users)

f.Avaya CC ( CM/AES/SM/SMgr/AACC/AEP/QM/WFM)

g.Avaya IPT setup in Deutche Bank Pakistan

h.Avaya IPT setup in Pakistan Stock Exchange Karachi

Technical Sessions

Avaya WFM training session for Zain Iraq and Metco Iraq team in Dubai

Knowledge transfer session for IT team on AACM/ACR12.0/AACC 6.4

Knowledge transfer session for Agents to use QM/WFM

Knowledge transfer session for Supervisors to prepare roster/scheduling, scorecard and forecasting

Presentation for Contact Center Managers on QM/WFM

ORGANIZATION Ministry of Information & Broadcasting

PERIOD July 2006 to April 2011

TITLE Sr. Network Admin (Acting IT In-Charge for One year)

Job responsibilities:

Responsible for ensuring all related documentation and technical issues are effectively conveyed to incoming shifts

To Identify, isolates, and resolves data communications problems.

Monitors network management systems and tracks all network problems for resolution

Installation and Maintenance Cisco switches and routers

Works with subscribers and business in resolving service impacting issues

Provide technical training and coaching to other team members

Develop or assist with the Root Cause Analysis reports

Connect network equipment (setting up the routers, connecting the switches)

Installation and Maintenance of Novell Netware 6.5 environments

Installation and maintenance of ESXi 4.1

Maintenance of Novell 3.12 Server

Maintenance of LAN and WAN with Head office and other stations Pan Pakistan with Lease Lines and later though VPN and FTP

Installation and Maintenance of Draytek (Vigor2900 Series device) as a firewall

Installed new / rebuild existing servers and configure hardware, peripherals, services and settings in accordance with standards and project / operational requirements.

Completed project:

Upgrade of Novel Netware from 3.12 to Netware 6.5, Implementation of ESXi 4.1 and virtualized Servers with minimal budget, Email automation setup

ORGANIZATION Regional Cisco Networking Academy Hamdard University

PERIOD July 2007 to Oct 2009

TITLE Regional Instructor (Part Time)

Job responsibilities:

Cisco Networking Academy training professionals and to students of BS/BE/MS of Hamdard University, as well as to students of other educational institutions (FAST, Behria University)

a)Networking Fundamental

b)Routing Protocol concepts

c)LAN Switching and Wireless

d)Accessing the WAN

Fundamentals of Wireless LAN

Hands on to CCNA and CCNP students 2801, 2811, 2620, Layer 3 Switches

Hands on to Wireless LAN students on Aironet 1200 series Access points and 1400 series bridges

Curriculum Lead and Academy Equipment Manager

Organize National level academy seminar, Guests were Cisco EMEA regional Manager and Trainer from Lebanon

Assist FAST student in quizzes and scenarios for PROCOM in 2008

Invited as a panel member to observe Networking participants in PROCOM 2008

References

Will be furnished if require

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