Ahmer Javed Email & Phone Number

Sydney, Nsw, Au

Sydney, New South Wales, Australia

My job responsibilities in this role are as under:• Managing the National Service Centre which comprises of our Customer Service team and the National Allocations Team.• Handling all Second Level escalations from customers and Internal stakeholders.• Engage with National Customers like Woolworths, Coles, NCR, Fujitsu, Aldi, Costco, Ritchie's, ARCLB, IGA and several others regularly.• Manage all NGPs from Sales and Projects team.• Review Invoicing and present monthly Revenue details to the General Manager.• Review and approve worksheets for fortnight processing of employee salaries & SIF payments for technicians.• In charge of Internal and External Customer Regulatory Compliance.• Identifying areas for continuous improvement for my teams, provide training for efficient use of CRM and ERP systems, set targets, review performance and conduct team appraisals.• Regular interaction with Senior Leadership Team to manage risks, staff hiring and business growth.

Sydney, New South Wales, Australia

My job responsibilities in this role are as under:• Oversee and analyze team performance to ensure all targets are achieved as per SLA.• Coach the team and implement continuous improvement plans to enhance employee capabilities.• Lead the investigation of chronic customer/network issues to ensure optimal service delivery and to identify areas of improvement.• Provide accurate feedback to leadership team regarding network performance and inform them timely about any issues which can potentially impact the business.• Engage regularly with all external and internal stake holders including clients, vendors and business partners namely TfNSW, Westpac, BOS, NCR, EFTEX, SSX, TNS and Sapio.• Conduct inter-department meetings with HR (Disciplinary matters, Enterprise agreement and contract renewals), Sales (Customer Feedback), Invoicing (review rejected invoices), Discrepancies team (Lost property investigation), Cash Forecasting (Missed Services) and Operations (Aged Tickets Review).

Sydney, Australia

• First point of escalation for all complex issues and customer complaints.• Preparing daily network report and ensuring the Availability is maintained above 98.5%.• Monitoring on shift service desk Agent efficiency and login times.• Observing on field tech utilization and ensuring no tech remains free for more than 30 mins.• Following up with Vendors and internal stakeholders to resolve all open issues timely.• Identifying problem areas and working with my manager for Process Improvement.• Training team members on all network entities and reviewing regularly by testing them.• Preparing Roster and filling in for Sick leaves if/when required.• Documentation and escalation of performance and discipline related issues to my manager.• Standardizing procedures and ensuring they are always followed.• During this role I was also selected to work as Transition Manager in Project ZEUS. This was a PM role (7 months) in which we migrated 742 Westpac ATMs to Prosegur network.

Ibc-3 F8 Markaz Mobilink Islamabad

I worked in Mobilink Jazz (Biggest Telecom Operator of Pakistan) as RAN Support Specialist. My responsibilities and expertise on each vendor are listed below:a) Ericsson: • Level 2 support expertise on Ericsson RBS/Node-B 6000/EVO BSC/RNC 8200. • 2G/3G/4G WO implementation through Winfiol, Command Handling and CNA.• Performing BSC/RNC Migration, SGSN Shifting and Soft/Hard Reset activity.• Performing NWI-E configuration during SGSN Shifting and BSC Migration activities.• Analyzing, Troubleshooting and Resolving issues related to APZ 212 60C, APG 43, EPB (C1&C2), EPB blades, CMXB, SCXB, CP and RPs using RNC Element Manager.• Loading license files (LKF) on Node-B through Element Manager.• As a part of RNC/BSC 8200 health check, collect performance logs on weekly basis. • Extract Historical Alarms from OSS and current alarms through alarm list viewer (ALV).• Monitor Stats of degraded sites through ENIQ and check live traffic using EBA.• Taking Trace route and Ping response of GB, Signaling and voice IP’s.• Performing Acceptance Test (ATP) on newly integrated Ericsson BSC’s.• External Cells Creation, Neighbor modification and LAC Change.• Use AMOS to check down Node-B and M3UA link statusb) ZTE:• Troubleshooting any board in ZXG10 V3 BSC/RNC which is malfunctioning.• Checking site status and issues in ZX SDR 8900, 8700, 8906.• Implemented MSC Pooling and load balancing for entire network.• Checking BSC/RNC/Cell level stats.• Checking M3UA, SGSN and SCTP IP’s.• Taking trace route and ping of site from BSC/RNC towards gateway.• Implementing all kinds of configuration tasks BSC/RNC/Cell level.• RF export extraction 2G/3G/LTE in ZTE.

Lahore, Punjab, Pakistan

At the start of my career, I worked as Field Operations Engineer for MobiServe . My job responsibilities were as under:• Performing Preventive and Corrective Maintenance tasks on all sites in my cluster.• External alarm and battery bank testing.• Removing all snags reported by customer and sharing pictures with HD.• Maintaining data of all Telco/Non-Telco hardware installed on site.• Coordinating with Vendor for arrangement of spares and sharing weekly progress report.

Bachelor Of Engineering - Be, Telecommunications Engineering

Harvard Manage Mentor

Multiple workshops related to Management, Leadership and Strategy.