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| IT Executive | | | Ref. Number: | CRM11425 | | |
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| Personal Information |
| Personal Profile: | More than six years of experience in Information Technology Management, Operations and Contact Center Solutions. Completed successful design and implementation of IT solutions in several banks, brokerage houses and shipping companies. Strong communication skills and proven track record of increasing responsibility in I.T. Services and full life cycle project management.
Projects:
- Complete execution at Warid Telecom, of Karachi Contact Center expansion phase, which included increments of PRI and IVR Call back with NE O&M team.
- Complete installation of VoIP based Call center solution at Standard Chartered back which included implementation of IVR, CTI, Predictive Dialer, deployment of voice recording solution, procurement of PRIs from National Telecom Provider (PTCL) and allocation of bandwidth for interconnection of Karachi and Lahore Contact Centers.
- Completed installation of Ingenious Call Center Solution at American Presidents Line (APL) Pakistan. Completed deployment of all TDM based call center. Deployed Eletech’s Call recording solution
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| Education: | Bachelor Degree |
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| Date of Availability: | 1 months notice |
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| Current Position |
| Current Job Title: | IT Executive |
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| Current Salary: | 20-40,000 $ |
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| Preferred Position |
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| Preferred Salary: | 80-100,000 $ |
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| Education | Education:
BS-Information Technology PIMSAT 2001
Intermediate D.A. Degree College for Men 1997
Matriculation The City School 1995
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| Working Experience | Professional Experience:
Warid Telecom (Pvt) Limited: Information Technology Executive Jan07-Todate
- Looking after the complete I.T Operations at Karachi Contact Center having 150 agents.
- Prepared system documentation and provided training. Tested new system enhancements and integration.
- Complete installation and configuration of Router, Logger, and HDS.
- Working experience with IPCC Enterprise including ICM scripting, & configuration.
- Worked with Call Manager enhanced features including IPMA, Attendant Console, and Extension Mobility configuration.
- Able to install and configure Cisco Customer Voice Portal (CVP) 3.1.
- IPCC Express scripting, CAD and Supervisor installation and troubleshooting.
- Has working experience with Automated Speech Recognition and Text to Speech software including Scansoft and Nuance.
- Configuration and Installation of Cisco voice gateway including Cisco AS 5350, 5400.
- Hands on experience in configuring Cisco gatekeepers 2811, 3825 and 3845.
- All sorts of configuration of Content Server Switches (CSS).
- Assigning Operational activities to team members on daily basis.
- Regional Network monitoring using different NMS tools. Co-ordination with Enterprise Data Networks on planning and execution of different protocols and connectivity issues.
- Creation of VLANs and ACLs for all related services on our Core switch. Able to work with Layer 3 switches including 3500, 4500 series.
- Complete Management of Data Centers which includes, cabling, racking, cooling, power and allocation of space to each department.
- Management of Wallboard server and its connectivity with local and remote Historical Data Server of IPCC to reflect real time statistics on Wall-Boards. Integrated SMS server to respond CS about real time statistics via SMS.
- Maintaining the operations at defined quality standards.
Teledata Pakistan Corporation: Manager Operations (VoIP): Jan04-Dec06
- Responsible to introduce all IP based products and looked after the existing customers and products for the company.
- Provided complete consultation to all our customers on different I.T. Projects which included network connectivity, setting up remote assistance, Call/ Contact Centers, Voice recording.
- Provided connectivity solutions to small and medium sized enterprises to their branches throughout Pakistan.
- Provided support with requirements analysis, application testing and release management for our internal and external customers. Provided all sorts of recommendations on assigned tasks.
- Analyzing business requirements and converting them into application specifications.
- Designed and implemented different Call Center deployments in several companies such as Indus Motors, APL, SCB and ARY Digital.
- Completed project management and implementation of several products such as Eletech’s Digital Voice Recorder, IVR, Predictive Dialer and InterVoice contact center application.
- Provisioning of media and different Value Added Services (VAS) for company and its customers from Pakistan Telecommunication Company Limited.
- Arrangement of different levels of training for in house engineers and external customers.
- Co-ordination with different Principles such Intersoft Dubai, InterVoice Dubai, NBS tech and Pongee.
- Assigned day to day tasks to team members for all the relevant projects.
Global Reach Telecommunications: Regional Manager Aug02-Dec03
- Responsible for managing and co-ordination of overall aspects of IT network operations for the regional point-of-presence (POP).
- Designing, planning and deploying of customized LAN/WAN connectivity solutions for I.T. network expansion and new site deployment.
- Responsible for design and implement our own CTI in different Contact Centers.
- Supervision/Monitoring of the gateway placed in California and look after the connectivity issues in some Indian Call Centers.
Khadim Ali Shah Bukhari Securities: Network Engineer Sep01-May02
- My Job parameters were to maintain all existing LAN and WAN links.
- Closely work with senior network engineers to build and tune ISDN Services, Frame Relay and POP mail system.
- Maintain all system performances and coordination with hardware vendor incase of fault identification.
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| Other Skills | - Unified Communications: Complete Installation, configuration and administration of Cisco Call Manager 4.1, Cisco IPCC Express 3.5, Cisco IPCC Enterprise including Cisco Voice Portal CVP. Has complete knowledge of integrating CCM with CRS and deploying complete IP Telephony in enterprises. Experienced in setting up Cisco MCS-7000 Series and Cisco Content Service (CSS) Switch 2600 DSP.
- Routing & Switching: Installation, configuration and management of Cisco 7200, 3800, 3600, 2800, 2600, 2500 and 800 Series Routers. 1900, 2900, 3500, 3700 and 6500 Series Switches.
- Routing Protocols: Design and implement Interior and Exterior Routing Protocols such as RIPv1, RIPv2, IGRP, OSPF and BGP. Implemented QoS on Cisco Routers and Catalyst Switches by allocating different precedence value for Voice and Data Traffic.
- LAN/WAN: Complete management of LAN of over 500 nodes and traffic management over WAN. Worked with Frame Relay and ISDN.
- Wireless: Configuration and installation of wireless networks using access points, bridges and Wireless LAN cards of Wi-LAN, Cisco Aironet, Dlink, Linksys.
- Data Communication Expertise: Commissioning of E1 using HDSL Tellabs and Schmid modems. Worked with ISDN BRI, PRI and ATM.
- Contact Center Solutions: Completed several projects for banks brokerage houses and Telecom Companies to deploy in house Contact Center solutions using Intel’s Di-Logic and Cisco IPCC. Deployed and worked with several VoIP based Call Center solution for companies and successfully configure all sorts of gateways and switches including Quintum A-800, AXT/AXM 1600 and 2400. Worked with Nuera F-200 IP integrating with CAC (Channel Access) and Cisco’s analog and digital gateways.
- Bandwidth Procurement: Provisioning of bandwidth for all the related projects from PTCL and private Internet Service providers.
- Operating System: Installation and configuration of Windows 2000 Server including Active Directory, MS Exchange, ISA, VPN and routing. Worked with different version of Cisco IOS.
- Project Management: Ability to Organize and manage resources for the project. Ability to perform workflow analysis, generate functional specifications, design and system testing.
- I.T. Service Management: Able to work and implement I.T. Service Management for enterprises, Cost Benefit Analysis, Risk Assessment and Disaster Recovery Planning. Preparation of all sorts of SOPs and SLAs for internal customers and vendors. Provided responses to RFP received from the corporate clients.
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