Asif Akram Khan Email & Phone Number

Winnipeg, Manitoba, Canada

Winnipeg, Canada Area

 Document and audit all service events and create detailed documentation and reports asrequired. Implement an infrastructure maintenance routine which includes checking logs, backups andinfrastructure resources for problems. Research and recommend improvements to the client’s infrastructure that follow industry andvendor best practices. Develop, administer, and maintain policies and procedures for ensuring the security and integrity of all systems. Test and install issued patches in conjunction with software providers and vendors or other thirdparties. Perform hardware and software upgrades. Administer and maintain backup systems and processes and perform regular backup, replication, and disaster recovery tests. Manage and maintain user access in various infrastructure systems for clients. Diagnose and resolve network issues (e.g. LAN access). Plan, design, implement and troubleshoot network devices such as network cards and HBA,managed switches, wireless access points, firewalls, and routers. Investigate, troubleshoot, resolve support incidents involving the client’s infrastructure. Thisincludes server hardware, virtualization, routing and switching, NAS/SAN storage, backupinfrastructure, security (includes Antivirus, intrusion prevention), and client application support. Provide one-on-one end-user support and problem resolution via telephone, e-mail, and othervehicles of communication.

Winnipeg, Canada Area

 Configured new user profile in Active Directory & assigned necessary group permission. Managed end users password, resolved workstation hardware problems, Internet and LAN connectivity. Configured email client in workstations. Provided end-user support and problem resolution via phone, e-mail, remote and onsite.

Winnipeg, Canada Area

 Provide technical support and troubleshooting guidance related to Wireless & Wired Internet, Computer hardware and Software issues, Cable STBs and Phone system. Thoroughly document customer interactions and escalate potential issues through ServiceNow ticketing system. Provide support to various Email programs (Microsoft Outlook, Windows Live Mail and MacMail) through Remote Assistance tool. Employ time management and multi-tasking skills to maintain high service levels. Actively followed Best Value Best Experience methodology to elevate customer experiences and improve business.

Dhaka, Bangladesh

 Collected customer requirements for Cisco UC Solution and prepared suitable Network and System solution accordingly. Designed the technical documents and Bill of Materials for the proposed solution. Analyzed customer requirements to upgrade their existing solution and prepared the upgrade plan. Maintained regular contact with all Project Stake Holder to update project status. Created profile for end users and assigned required access through active directory user and group policy management. Installed & Configured Cisco Unified Presence Solutions and Integrate with CUCM. Configured Jabber client for IOS and Android mobile devices to have Audio & Video calls within corporate Wi-Fi network and through VPN. Installed Cisco WFM Solution & Integrated with Cisco Unified Call Center Express. Installed & configured IP Phones for end users and provided technical support. Installed and configured Cisco Unified Contact Center solutions, Cisco Unified Communications Manager and Unity Solution. Designed the Dial Plan, IVR Call Flow for Cisco IP Contact Centers and modified the Call Routing Scripts. Configured H323, SIP voice routing protocols in Cisco Voice Gateways. Installed and Configured Cisco’s TelePresence Solution, Codecs and Video End points.

Dhaka, Bangladesh

 Installed Windows and Linux operating system for Servers and followed pre installation check list to prepare the server. Installed and administered services like Active Directory, File server, Exchange server for a medium scale organization. Performed regular network monitoring and maintained day to day data backup of all live servers according to the Backup Policy. Designed and modified call routing scripts as per customer requirements. Redesigned the IVR call flow with new features. Configured RIP, EIGRP routing protocols in Cisco Routers and VLAN, SPAN in Cisco Enterprise & Floor Switches. Installed and Configured Cisco Call Manager, CVP, AW, Logger and Router. Administered Verint’s Workforce Management and Voice Recording Solution. Replace and upgrade of PC’s, Servers, software and network equipment. Installed Windows OS on Desktop computers for over 1000 users using Symantec Ghost application tool. Designed LAN network and Installed Structured Cabling for the Contact Center.

Msc, Network Computing, Merit

Research Topic:  Development of a demonstration of the effects of Network QoS using speech traffic as for example.

Bsc(Hons), Computer Science & Engineering, 3.66

Activities and Societies: Intra AUST Programming Contest 2004,2005.Research Topic:  Development of a Data Warehouse with some Data Mining.