Network Team Lead Support Services Lead

Hafiz Ahmed Flat#****, *** Parkway Forest Drive, North York

Toronto, ON, M2J1L6

Mobile: 647-***-****, Email: *****.********@*****.***

Network Team Lead Support Services Lead

CCNA

Profile

Results driven professional with more than 7+ years of versatile technical and support service experience in IT

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Network Deployment and development and processing strong client service.

Innovative and hands-on professional with a proven track record of customer support service in FMCG,

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Banking, Telecommunication and Public Projects with a clientele that included HSBC, Standard Chartered

Bank, Telenor, Axiata, Orascom, British American Tobacco, Unilever, World Health Organization.

Strong work ethic. Provides memorable customer service & telephone support through partnership to service

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customer needs and inquiries.

Adaptable to service impacting situations, able to diffuse conflict through constructive thinking; diplomatic &

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tactful.

Advocate for first call resolution; experienced in supporting 24x7 IT helpdesk and infrastructure support

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environments.

Proven ability to facilitate, develop and adapt to work processes and day to day business operations.

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Competencies:

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Strong people skills-approachable and empathetic Bachelor’s Degree in Computer Science

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Excellent communication and presentation skills Team player able to work under pressure

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with professional & articulate voice. Thrive on challenges

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Experienced to provide clear verbal instruction and Customer Focus, ability for building relationships and

advice to varied technical levels. a strong team ethic

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A Skill for listening, establishing rapport and Demonstrated ability to prioritize assigned tasks

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finding the right solutions for customers Strong sense of ownership and responsibility, with the

§ Ability to apply common sense and technical proven ability to work with minimal supervision.

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knowledge to resolve customer based application Have strong interpersonal skills.

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and technology issues Enjoy working in a fast-paced team environment while

§ In-depth experience in configuring, troubleshooting maintaining a professional attitude

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and fine tuning LAN/WAN-Cisco network devices, Analytical, organized and multi-tasking capabilities

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including router and switch, security, wireless and Sound judgment to escalate issues to senior members

other peripherals in various topologies within the help desk organization.

Professional Accomplishments:

§ Enhanced customer relationships and brought in new business by proactively responded to a high level client

(Robi- Axiata Telecom) service request by leading a team of 2 engineers to resolve their billing network

issues and the support senior executives in managing related issues which.

§ Saving the company approx. $ 250,000 in future discount technology purchase by recipient of prestigious

Cisco Silver Level Partnership awarding a pioneering business in networking.

Professional Experience

Team Member - January 2014 – till now

Tim Hortons –Avenue Road Toronto.

Give every customer immediate and undivided attention. Surprise and delight the customers with consistent,

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delicious food and drinks.

Accurately and efficiently facilitate guest purchase and cash /transactions management -POS experienced

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Anticipate and overcome guest objections to customer service.

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Build lasting relationships ("clientele") with guests by contacting them to follow up on purchases, suggest

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new food items or merchandise.

Technical Team Lead, Network Division May 2002 – September 2013

Tech Valley Networks

Provided front line phone and email end user support relevant enterprise infrastructure and applications

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Accurately & comprehensively recorded all IT incidents and service requests using helpdesk ticketing systems

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Delivered 24hrs basis IT Network Customer Support Service for various enterprise locations, banks, telecom

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operators and other organizations

Led IT execution of approved programs, interacting with the functional and client business teams and IT.

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Planned and communicated to business /customer for Network Solution and Design, Service Management,

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and other issue resolution and escalation.

Provided Cisco post-installation support, including troubleshooting, prioritization and system enhancements.

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Diagnosed and resolved IT incidents using remote control tools; trained and provided technical instructions

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Proactively maintained communications with end users to cultivate a high level of customer service

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satisfaction

Adhered to departmental service goals, followed up when required, prioritized IT issues to maintain SLA

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Identified trends and outages: sent out firm wide communications relevant to IT infrastructure & maintained

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support documentation

Completed Projects

Axiata- Robi Telecom

Role: Network Team Lead 2011-2013

Support Services Lead (Data Network 24hrs basis)

Objective: Restructure the existing data network, implementing network security technologies in a comprehensive and

layered approach; experienced with LAN / WAN / VPN and remote network technologies

§ Project team member for implementing and coordinating enterprise-scale network designs and Network

capacity planning.

§ Configured and maintained all the data network devices which include routers, switches, firewalls and load

balancing solutions from Cisco or other manufacturers in mission critical, 24x7x365 high-availability

environment.

§ Led the Support Service for the highest level of network availability in 24x7x365 manner all over the

Bangladesh.

Bangladesh Bank (Central Bank of Bangladesh)

Role-Network Team Lead 2008 – 2009

Support Service Lead

Objective: To install a completely new enterprise network infrastructure for Bangladesh Bank, Central Bank of

Bangladesh.

§ Provided network design of both the physical and logical network considering the full redundancy for all

possible failure points and network security.

§ Led the Network Design and Installation Processes, which included the configuration, implementation and

also the integration with Microsoft Network (Domain Controller, DNS, Exchange, SharePoint,

Communicator, and ISA), Database Server, along with an ERP system.

§ Headed the support service for uninterrupted smooth Network Operation all over the Bangladesh.

HSBC BANK

Role-Network Team Lead

Support Services Lead under AMC

Led the support service for their 24x7x365 smooth Network Operation on a national basis.

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Provided (Administered) National telecommunications solutions, support, and maintenance for 2,000+

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Corporate HSBC employees

Provided quality 1st level technological support to enable the business of HSBC

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In charged of the ongoing operational network enhancement project.

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Warid Telecom

Role-Network Team Lead 2006 – 2008

IT Call Centre Lead

Project Value: Turnkey Project

Led a 24/7 Facilities Maintenance call centre which effectively serviced large IT Networks and help desk

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support service nation-wide for newly build Telecom IT network.

Provided (Administered) National telecommunications solutions, support, and maintenance for 3,000+

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Corporate Warid employees

Conducted employee Customer Service and Call Centre trainings which increased performance rates and

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maintained the call center's Service Level above 90%

Oversaw and developed standard operating procedures and policies of call centre

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Other projects accomplished for international clients: Nokia Siemens, KAFCO, DHL, P&O Nedlloyd, Lafarge,

WALMART Global Procurement, CARE, World Health Organization, US Embassy Dhaka and so on.

Technical Profile:

Computer Expert in MS-DOS, Microsoft Windows OS (Windows XP, Windows 7 /8); intermediate

Operating Systems skills in Linux Unix and Solaris.

Networks: TCP/IP, DNS, DHCP, WINS, VPN, SMTP/POP3/IMAP4, FTP, SNMP, PPP

Firewalls- (Access Control Lists, NAT), IPSec, SSL, VPN

Routing & Switching protocol

Wireless Networks,

Structured Cabling, Fiber Optic,

Network troubleshooting

Server Products: Windows Server 2008/ 2012, Mail Server, Proxy Server, DNS, MS Active Directory

Applications: Symantec antivirus enterprise, HP Help Desk, CA Unicentre, VMware, 3Com network

supervisor, Cisco NMS and LMS, Cisco WebEx, SolarWind, MS Office Suites (Word, Excel,

PowerPoint, Exchange Mail, Outlook 2007), Internet Explorer, Symantec Backup Exec

administration.

Hardware: PC Hardware and experienced in troubleshooting hardware and software problems

Cisco Router (39x, 38x, 29X Series), Cisco Switch (37x, 29x Series), Security Devices (IPS,

ASA 55x Series), Cisco RAS Dell and Sun Server, Cisco Wireless LAN Controller, Cisco

AP, Nortel Contivity

Education:

B.Sc. (Hons.) Computer Science - 2003 National University, Dhaka

Technical Certifications & Professional Development

§ Pursuing ITIL V3 Edition 2011 Foundation Course

§ Cisco Certified Network Associate (CCNA)

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