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Engineer Support

Ajman, United Arab Emirates
September 02, 2020

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Amir Hashmi

Mobile No: +*** (**) ***5971



Accomplished and result oriented Engineer with over 14 year’s experience in IT and customer support for voice and email process with leading organizations with large volume of clients and users worldwide

Currently with Etisalat, Ajman, UAE, as IT Support Engineer,providing support relating to Etisalat services

In depth expertise in customer management and operations, monitoring and resolving customer enquiries and handling complaints resolution and new business enquiries, while ensuring improvements in TAT of calls and improved customer satisfaction

CCNP & CCNA certified and experienced in the implementation Help Desk Support and Troubleshooting for software hardware, IT infrastructure

Proficient in team management and providing leadership for effective performance delivery with a track record for maintaining high quality standard of processes

Professional Experience

Etisalat, Ajman, UAE Mar 2008 to date

Emirate based multinational telecommunications services provider IT Support Engineer

Reporting to the Team Leader

Heading a team of 6

Currently in IMCNOC Etisalat dealing with over 600 operators/ISPs/service providers worldwide

Provide effective and timely support to over 600 users worldwide on IT related issues

Handle calls and complaints relating to Etisalat services

Ensure all daily queries and complaint mails are handled as per SOPs

Receive transaction data on daily basis and re-organize it for analysis; carry out comparative analysis of results with the standard values

Provide information support to new prospects /sales enquires

Interdepartmental coordination to resolve problems and provide solutions

Maintain the daily transactions data in the MS Excel

Prepare and deliver daily / weekly reports for different departments as per their requirements

Handle escalation of technical problems relating to Etisalat Network and follow-up with concerned

department to provide solutions within the TAT

Achievements at Etisalat

Previously worked in Etisalat call center which

processes calls from over a lakh customers who are users of Etisalat services, now at IMC NOC handling over 600 operators worldwide

Effectively handling and resolving 50 to 100

customers complaints per day

Ensured resolution of all issues within 48 hours, improving turnaround time by 90%

Implemented steps to improve closure of complaints in a timely manner by creating guidelines for

improvement which was implemented by the


Recognised by peers as a quality call handler and handled the role of assisting colleagues in managing difficult and challenging customers

Received “CSR of the Month” award from


Aided the company in their pursuit of customer

service excellence, helped them achieve 100% rating in an external audit, for communication, listening, problem resolution and politeness

Commended in performance evaluations for

demonstrating initiative, enthusiasm, tenacity,

persuasiveness, intense customer focus, and


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Business plus TV, Karachi, Pakistan Jan 2005 to Feb 2008 Leading Media Company

System Engineer

Reporting to Sr. Systems Engineer

Heading a team of 5

Handling 100+ users, providing full support and

troubleshooting of Networks, Server and Machines

Providing support for the following: Microsoft Office products (Outlook, Word, Excel, Access, Internet Explorer, Windows OS XP to Windows 8), desktops, laptops, printers, networked copiers, NICs, basic LAN/WAN connectivity troubleshooting with firewall and switches, cabling

Handling support for Printer/Fax, Backup system, updating current infrastructure, deploying new equipment

Maintain overall ownership of user’s issue & service, ensuring that they receive timely resolution

Provide feedback to IT head regarding technology enhancement as per requirements

Coordinating with team to provide solutions

Computer Skills

Networking Technologies: IWAN, GPON, ADSL, DIALUP, ISDN, Frame Relay, Ether Channel, VPN Networking Equipment: Routers (Cisco2500/2600/3600Series), Switches (Cisco 1900/2950/3550 series), DSL Router & Cable Modems (Siemens SE568/6520/504/AGU, Aztech208/206/605EU/605EW, Lucent 20A, Cisco Lucent, Motorola, Thompson, Linksys, Webstar Modems), 3.5G Router, NLE Unit (Matrox RT.X 100 Editing Card) Server Services: Mail (Winroute, MDaemon), Web/Proxy (Squid), FTP Protocols: TCP/IP, RIP, EIGRP, OSPF, BGP, PIM, IGMP, CGMP, HSRP, VRRP, GLBP, STP Operating Systems: WIN 98 / 2000 / XP / vista / 8 / 10 / Cisco IOS Languages: C, HTML

Tools: Paint Shop / Photoshop / CBCM / ECCF / CMS / Remedy ticketing Utility: MS Office 2000 Suite


B.E. (Computer System) - Usman Institute of Technology, Hamdard University, Karachi, Pakistan with CGPA of 2.7 - 2005 Training & Certifications

Cisco Certified Network Professional (CCNP) and Cisco Certified Network Associate (CCNA), Cisco ID # CSCO10899291

Trained and certified on Computer Hardware - PC Peripherals Linkedin: Nationality: Pakistani

Passport# AL6841292; Employment visa valid until: 21 May 2021 Date of Birth: 31st January 1981

Marital Status: Married

Languages Known: English, Urdu

Driving License: Pakistan, UAE

Address: Aljurf Ajman, UAE

Achievements at Business plus TV

Successfully handled continuity of operations and maintenance of system uptime

Achieved cost saving from 50 to 90% after upgrading the equipment

Created useful guidelines for staff for improving the processes

Promoted to System Engineer from Assistant System Engineer

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