Engineer Support
Resume:
Amir Hashmi
Email: ************@*******.***
Overview
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
management
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
management
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
dependability
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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
Education
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: https://www.linkedin.com/in/amir-hashmi-b2690222 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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