Experience

Petrochemical Engineering Consultants

• Pakistan
• Design Services
• 1 - 100 Employee

• Windows & Linux System Administrator | Network Administration & Security | Firewall | VoIP | PABX

  • May 2018 - Present

  Karachi Division, Sindh, Pakistan • Spearheaded a rapid ICT infrastructure transformation at Petrochemical Engineering Consultants, enhancing operational efficiency and capabilities. • Led the design and deployment of 110 data and voice nodes cabling for improved connectivity. • Strengthened cybersecurity with the deployment of Kaspersky Endpoint Security, PF-Sense, and Sophos, • Recovered 80% of critical data post-ransomware attack using Uranium backup. • Achieved… Show more • Spearheaded a rapid ICT infrastructure transformation at Petrochemical Engineering Consultants, enhancing operational efficiency and capabilities. • Led the design and deployment of 110 data and voice nodes cabling for improved connectivity. • Strengthened cybersecurity with the deployment of Kaspersky Endpoint Security, PF-Sense, and Sophos, • Recovered 80% of critical data post-ransomware attack using Uranium backup. • Achieved significant cost savings of $1.5 million through the implementation of TrueNAS storage. • Introduced a service desk application, resulting in a 60% reduction in ETTR (Estimated Time to Resolution). • Designed and implemented a robust Asterisks VoIP system with 100 extensions and 8 PSTN trunks to facilitate seamless internal communication. Show less



SAMAA TV

• Pakistan
• Broadcast Media Production and Distribution
• 700 & Above Employee

• Associate Manager IT – Service Desk | Asterisks Elastix VoIP | SIP Trunks | Active Directory

  • Mar 2015 - Apr 2018

  Karachi Division, Sindh, Pakistan • Direct, control, and evaluate nationwide ITSM operations and support lifecycle for 900 users. • Recruit, train, supervise, and control shift rosters of IT staff for 1st level support. • Collaborate with 2nd and 3rd Level teams for hardware, network, VoIP, and application issues. • Ensure support of the following 14 domains is in compliance with the ITIL framework. • IT Infrastructure, Active Directory, Group Policy, Microsoft Exchange, DNS, and… Show more • Direct, control, and evaluate nationwide ITSM operations and support lifecycle for 900 users. • Recruit, train, supervise, and control shift rosters of IT staff for 1st level support. • Collaborate with 2nd and 3rd Level teams for hardware, network, VoIP, and application issues. • Ensure support of the following 14 domains is in compliance with the ITIL framework. • IT Infrastructure, Active Directory, Group Policy, Microsoft Exchange, DNS, and DHCP. • Microsoft, MAC OS, Systems & Peripherals. • LAN, Wireless LAN, VoIP, and Telephony Infrastructure based on Cisco, Unifi & Asterisks. • Configure and maintain SLA, 25 catalog items, and their associated workflows. • Implemented a customer-centric attitude & first-call resolution of incidents & service requests. • Document, audit, and improve service desk processes weekly. • Monitor health, usage, and overall compliance of Manage Engine Service Desk monthly. • Headed a team of 12 Service Desk Engineers.

• VoIP Engineer | Asterisks | Elastix | Linux | SIP Trunks | IVR | Call Routing

  • Jul 2013 - Mar 2015

  Karachi Division, Sindh, Pakistan • Orchestrated nationwide control of VoIP (Asterisks) systems with over 900 IP Extensions, facilitating seamless communication for multiple group companies. • Expertly managed queries related to new extensions, IVR timings, and call flows, ensuring efficient operations. • Played a pivotal role in resolving complex SIP and PSTN trunk issues with service providers, enhancing telecommunications system stability. • Demonstrated efficiency by… Show more • Orchestrated nationwide control of VoIP (Asterisks) systems with over 900 IP Extensions, facilitating seamless communication for multiple group companies. • Expertly managed queries related to new extensions, IVR timings, and call flows, ensuring efficient operations. • Played a pivotal role in resolving complex SIP and PSTN trunk issues with service providers, enhancing telecommunications system stability. • Demonstrated efficiency by deploying a nationwide IT Service Desk application in just two months, while also training 12 IT Engineers for 1st-level support service desk operations.



CYBERNET

• Pakistan
• Information Technology & Services
• 700 & Above Employee

• Senior Engineer NOC | Data Center | Monitoring & Escalation | Alcatel | Web Hosting Servers

  • Oct 2008 - Jul 2013

  Karachi Division, Sindh, Pakistan • Administered Alcatel unified communication systems for 25 Lakson Group Companies, managing 2000+ Digital & IP Extensions, 15 ISDN PRI lines, 6 BRIs, 1000 DIDs, and 1000 DODs. • Managed 50 PSTN Trunks, 10 SIP Trunks, and 25 IVR Call Flows to ensure uninterrupted communications. • Led the restructuring of cabling and the Main Distribution Frame for 3000 extensions, resulting in significant infrastructure improvement. • Designed solutions… Show more • Administered Alcatel unified communication systems for 25 Lakson Group Companies, managing 2000+ Digital & IP Extensions, 15 ISDN PRI lines, 6 BRIs, 1000 DIDs, and 1000 DODs. • Managed 50 PSTN Trunks, 10 SIP Trunks, and 25 IVR Call Flows to ensure uninterrupted communications. • Led the restructuring of cabling and the Main Distribution Frame for 3000 extensions, resulting in significant infrastructure improvement. • Designed solutions and created comprehensive technical documentation for contact center campaigns. • Excelled as a data center engineer, demonstrating expertise in rack space and connectivity provisioning. • Monitored and escalated issues in nationwide IPLC, DPLC, and POPs, ensuring network reliability. • Accomplish a project of deployment of Huawei Video Conferencing Systems at over 15 remote locations, enhancing communication capabilities.

• Customer Support Engineer | Windows XP | Windows Server | LAN | Email | Technical Support

  • Apr 2006 - Oct 2008

  Karachi Division, Sindh, Pakistan • Commenced professional journey as a Customer Support Engineer at CYBERNET, delivering Level 1 and Level 2 support to over 2000 users through multiple channels. • Demonstrated dedication to resolving complex technical challenges, including desktop, laptop, OS, Emails and Microsoft Office issues. • Played a pivotal role in ensuring seamless LAN, Wireless LAN, and Internet Service/IP NAT operations, optimizing user functionality. • Managed… Show more • Commenced professional journey as a Customer Support Engineer at CYBERNET, delivering Level 1 and Level 2 support to over 2000 users through multiple channels. • Demonstrated dedication to resolving complex technical challenges, including desktop, laptop, OS, Emails and Microsoft Office issues. • Played a pivotal role in ensuring seamless LAN, Wireless LAN, and Internet Service/IP NAT operations, optimizing user functionality. • Managed user IDs, email creation, deletion, and password reset procedures, ensuring smooth account management. • Facilitated users in configuring and troubleshooting POP3, SMTP, and IMAP email settings. • Committed to collaborating and escalating Level 3 issues to Network Operations team for prompt resolution. • Recognized for exceptional contributions to the completion of a challenging 200-seat Contact Center project within a remarkable three-month timeframe.