Ccna R&S, Ccna Voice, Mcitp, Mcsa, Mcse-Communication
Resume:
Muhammad Rehman
CERTIFICATIONS
CCNA - R&S
CCNA – Voice
MCSE - Communication
MCSA - Server 2012
MSCA – Server 2008
MCITP – Server Administrator
Server Virtualization with Windows Server Hyper-V & System Centre
Windows 2008 Server Virtualization
Microsoft OCS 2007
VMware VCP-DCV5.5
VMware VCA – Cloud
VMware VCA – WM
Genesys GCP8-COV
GS Zoom IE Level 1
JNCIA-ER
JNCIS-ER
JNCIA-SSL
JNCIS-SSL
JNCIA-JUNOS
JNCIA-EX
TRAININGS
VMware vSphere
Genesys One Foundation
Genesys SIP Deployment
CISSP
Windows Server 2012 Microsoft Lync 2013
CCNA
MCITP
Core Solutions of Microsoft Lync Server 2013
Enterprise Voice and Online Services with Microsoft® Lync® Server 2013
Microsoft Virtualization for VMware Professionals – VDI
AREAS OF EXPERTISE
VOIP
SIP
CTI
IVR
Genesys GVP
Inbound /Outbound Contact Centre
Microsoft technologies
Computer networks and TCP/IP
VLANs
Network cabling
Preventative maintenance
SharePoint Administration
Patch Management
Supporting desktop systems
Networking – Switches / Routers / Firewalls
Windows Server (2003,2008, 2012, 2016)
1st/2nd line support
Backup systems
Microsoft Exchange
Microsoft Lync
Active Directory
Software version control
Microsoft Visual Studio
Debugging
Database administration
Microsoft SQL Server 2005 - 2008 - 2012
Disaster recovery
Oracle DBA
Photoshop
Technical support
Project Delivery
Integration
Application development
Resource vendor management
Diagnosing hardware & software faults
Testing and evaluating new technology
Infrastructure support
Server support
Remote support tools
HTML
JavaScript
JSP
Customer training
Database - SQL, Oracle, PL/SQL development
System administration
Network Services Support and Management
VMWare Technologies
Citrix
Hyper V
System Centre
Virtualisation Security products
Linux & open Source
PERSONAL SKILLS
Hard working
Attention to detail
Focused
Assertive
Listening
Confident
People skills
Team Player
Evaluating
Problem solving
Implement best practices
Thinking creatively
Communication skills
Good analytical skills
Goals orientated
Troubleshooting
Time management
Decision making
People skills
Leadership skills
Proactive
Multitasking
Good documentation skills
Ability to grasp concepts quickly
Technically minded
Friendly personality
PERSONAL DETAILS
Muhammad Rehman
62 Cork Street
Leicester
LE5 5AP
E: **********@*****.***
Skype: m.rehman29
DOB: 22/09/1986
Visa: Leave To Remain
PROFESSIONAL SUMMARY
An IT Professional with extensive analytical and software experience of investigating and diagnosing network problem and also knowledge of IT operating systems, especially Windows, Linux, Lync, Cisco, Juniper, Genesys, VMware and Citrix. Multi-talented with good all round technical skills and the ability to develop and maintain close working relationships with other support and development teams. Having the personal drive required to deliver a service that exceeds the expectations of colleagues and end users through a positive, well organised and structured work ethic.
Looking for a career advancement opportunity with a company that will challenge my problem solving skills and allow me to develop my knowledge & potential.
WORK EXPERIENCE
Freelance
SYSTEM ENGINEER Jan 2014 – Sep 2015
Designed a program in java using Skype API to integrate Skype with different SIP environments such as Microsoft Lync, Cisco, Avaya, Genesys, Asterix etc.
Deploying SkypeEX on client environments and providing remote support
(http://www.skypeex.com)
iOS APP DEVELOPMENT Aug 2014 – Nov 2014
Developed an iOS app (Impact Association Test) for a PhDs Student research work at University of Leicester. (http://goo.gl/tSWmrv)
C Square Consulting – Karachi
PROFESSIONAL SERVICE CONSULTANT Jun 2012 – Dec 2013
Responsible for maintaining and installing IT infrastructures based around Genesys Contact Centre, Microsoft and Linux Server Technologies, VMware and Citrix Virtualization Technologies and many other vast range of technologies. Working as part of a team and operating in a fast paced, changing and challenging 24x7 environment.
Ensuring user notification of maintenance requirements and system availability. Maintaining confidentiality with regard to the information being processed and also providing on-the-job training to relevant department staff members.
Worked as PS Consultant in Project Implementation and Support Team.
Contact Center Project Implementation includes complete Contact Center solution with Avaya, Genesys CTI, and GVP IVR, GPlus adapter for Siebel and Microsoft Dynamics, NICE, Genesys Quality Manager, Avaya Witness recording solution and UCMA connector for MS Lync.
Virtualization Project Implementing including complete server and desktop virtualization environments with VMware vCenter, VMware Horizon, Citrix XenServer and Citrix XenDesktop.
Prime responsibilities include Genesys Contact Center Implementation and System Integration.
24*7 Technical Supports to C Square Contact Center Customers.
Vendor Management, Change request coordination and approval for Partners and Clients.
Assist Project Managers / Business Consultants in Pre-Sales in designing complex solutions.
Strengthening the IT infrastructure through to implementing new technologies.
Performing routine audits of systems and software
Project Summery at C Square Consulting
1.GQM Upgrade - Gulf International Bank (Saudi-Arabia) Sep 2013
Upgrade of Call Recording and Quality Monitoring Solution to GQM 8.1.5.3.
Migrating Oracle Database for Audio, Screen Recording, Quality evaluation and User information
Encryption of media files for security.
2.Cisco Network - Agility Pakistan Sep 2013
Cisco router RV180 setup and VPN connection to Head Office.
3.Call Recording solution - Gulf International Bank (Saudi-Arabia) Aug 2013
ZoomInt Contact Center Recording Solution deployment and integration for Recording and Quality Monitoring Solution with Genesys Contact Center.
Screen recording of agent desktop.
High Availability for both audio and screen recording.
4.GQM Upgrade - Korek Telecom (Iraq) July 2013
Upgrade of Call Recording and Quality Monitoring Solution for both Erbil and Baghdad sites
Migrating Oracle Database for Audio, Screen Recording, Quality evaluation and User information from GQM 8.1.495 to GQM 8.1.5.3 for both sites.
Both sites Baghdad and Erbil are designed to record calls for respective Contact Center and have their separate active backup.
Share recording information to provide single view for administration.
5.GQM Implementation - Gulf International Bank (Bahrain) May 2013
Deployment and integration of Recording and Quality Monitoring Solution with Genesys Contact Center
Audio and Screen Recording of Agent during the call.
Encrypting all media files on storage for security.
6.Citrix XenDesktop - Korek Telecom (Iraq) April 2013 – May 2013
Design and Configuration of Citrix XenDesktop 6.0
Separate virtual desktop policies for Contact Center Agents and Administrations staff.
Citrix XenDesktop Shared Desktop pooles
Personalized vDisk for storage.
7.Multi-Site Genesys Contact Center - Korek Telecom Iraq Oct 2012 – Mar 2013
End-to-End Genesys Based Multi-Site Contact Centre. With 80 Seats in Erbil and 46 Seats in Baghdad.
Genesys Framework 8.1 multisite Implementation with HA.
Genesys Voice Platform 8.1 with HA / Genesys SIP Server with HA.
Genesys Outbound 8.1 with preview and predictive dialing mode
Genesys Quality Management 8.1 Implementation with HA
Genesys IWS Implementation and customization.
8.Log Correlation Engine (Tenable), KASB Bank (Pakistan) Aug 2012
Deployed Tenable Log Correlation Engine Server, at KASB Bank Pakistan for Network Security and Vulnerability Monitoring
Virtual University of Pakistan – Karachi
ASSISTANT NETWORK ADMINISTRATOR Oct 2010 – May 2012
Supporting all desktop IT Services including desktop PCs, laptops, PDAs, IP telephony, meeting room video conferencing and office printing. Manage routine maintenance jobs, database backups & ensure that they are secure & reliable
Duties:
Administering & designing LANs, WANs internet/intranet, and voice networks.
Analysing & developing key components using methodology prescribed techniques.
Communicating and negotiating with users, specialists, other staff and suppliers.
Network connectivity troubleshooting, ping, tracert, telnet.
Responsible for communication protocols, configuration, integration & security.
Investigating, diagnosing and resolve all network problems.
Maintaining pre-packaged software applications on the LAN.
Upgrading and repairing faults on campus systems, networks & peripheral equipment.
Cisco &Juniper switch configuration in particular VLAN configuration/troubleshooting.
Monitoring of campus network, implementing Policy based security & Access, maintaining and troubleshooting the VPN Link between Campus and Head Office and also providing video conferencing solution for meetings and presentations
Assisting New Students for University Structure, Helping Students with their Online Learning Management System and Providing information to online Students
Base Camp Data Solutions – Ohio
IT SUPPORT OFFICER Apr 2010 – Oct 2010
Responsible for the installation and maintenance of IT equipment including (but not restricted to) printers, scanners, and workstations. Supporting customers using remote access technologies and also by visiting client sites. As well as handling day to day IT requirements of the company such as user management, trouble shooting, help and advice. Maintaining desktop applications, local area networks, IT security and telecommunications.
Duties:
Diagnosis of desktop, application, networking and infrastructure issues.
Experience of supporting a wide and varied client base.
Troubleshooting PC’s, laptops and mobile devices.
Providing 1st/2nd line support to users.
Administering the IT department’s policies and procedures.
Responsible for hardware and software installation, maintenance and repair, installed Microsoft Exchange 2007, Office Communication Server 2007, Microsoft SharePoint Server and BlackBerry Enterprise Server.
Maintaining a log of all problems detected and system backups.
Responsible for maintaining backups and for project work such as new builds.
Working closely with software suppliers to resolve operational issues.
Responsible for supporting: Windows XP/Vista Office 2003 and 2007, Windows Server, Small Business Server 2003, Active Directory management Exchange 2003, Blackberry Server, Backup products, Anti-Virus products, DNS/DHCP, TCP/IP, Ethernet, wireless router and Firewall Configurations.
KEY SKILLS AND COMPETENCIES
Proficiency in the troubleshooting and resolution of all client queries.
Good problem solving skills along with the ability to maintain calm under pressure. .
Strong Knowledge of: ASP.NET, C#, Silverlight, Java, Javascript, PHP, Perl, HTML, CSS, VBscript, Shell Script.
Excellent system programming skills on Linux and Microsoft Windows platforms.
Database experience: SQL, Oracle, Cassandra and PostGreSQL.
Able to handle complex calls and situations.
Demonstrating empathy and understanding when talking to customers.
Attention to detail & ability to work in a pressurised time sensitive environment.
Communicating technical information to non-technical personnel. .
Ability to multi task & prioritise under ever changing & challenging workloads.
Ability to quickly understand complex problems and devise effective solutions.
Willingness and ability to work independently and as part of a team.
A good working knowledge of all levels of helpdesk support.
Experience of setting up and maintaining hardware and software systems.
Ability to work shifts and weekends - occasional overtime / overnight.
Having the ability to listen to, understand and defuse difficult situations.
Highly organised and disciplined with a passion for Information Technology.
Customer focused and keen on exceeding expectations.
Enthusiastic and able to interact with departments and personnel at all levels. .
Experience of Blackberry Devices and Blackberry Enterprise Server - BES.
Undertaking and completing projects on your own initiative.
Meeting customers face to face and handling & prioritising problems.
Perform routine backups & archival of files to assist with disaster recovery.
Escalating and identify any critical issues.
Analysing user support statistics/data and recommending appropriate measures.
Answering incoming calls from clients, processing emails and logging calls.
Acting as the first point of contact for all IT & technical queries.
Developing the infrastructure and systems to meet the company’s needs.
Involved in the rollout of software updates and patches.
Investigate specialist and complex IT support issues.
Deploying new hardware, server backups & evaluating new software & security risks
Commercial technical support experience of servers and network infrastructure.
Ability to be clear & concise when explaining technical procedures to customer
Willing to work flexible schedules / shifts.
Good understanding of: Server Hardware Technology, UNIX, SQL, LANs, WANs.
Experience of: VMWare, Citrix, Cisco, Genesys, Windows Servers, Unix/Linux, Active Directory Group Policies, TCP/IP, DNS, Juniper, IIS, Apache, Amazon EC2, Azure.
Having the judgement necessary to choose the best solution to complex problems.
Detailed practical understanding of project processes.
Storage: NAS, SAN and locally attached storage and connectivity to devices.
Hardware: Rack mounted servers, blades, chassis, structured cabling.
Experience with Open Source platforms, frameworks and components.
Good presentation and facilitation skills.
Prioritising and managing many open cases at one time.
Responding within agreed time limits to call-outs.
ACADEMIC QUALIFICATIONS
MSc Cloud Computing
University of Leicester 2014 - 2015
BSc (Hons) Telecommunication and Networks
University of Sindh 2006 - 2009
HONORS & AWARDS
2014 UK Microsoft Imagine Cup Competition Finalist
REFERENCES – Available on request.
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