Muhammad Asif Email & Phone Number

Pakistan

Karāchi, Sindh, Pakistan

Karāchi, Sindh, Pakistan

Team Structuring & Scaling- Scaled Customer Success team by 3X (from 9 people to 27). Including 11 global hirings.- Recruited the best resources who have a customer success mindset, good common sense, & a curiosity to learn new things.- Hired and integrated 1 Team lead Billing & 1 Manager Customer Success.- Partnered with HR & finance business partners and.

Karāchi, Sindh, Pakistan

• Manage Customer Success Team (Recruit professionals with strong cultural fit, design and implement onboarding process for new team members, delegate tasks and responsibilities among team members, resolve conflicts.
• Manage Customer Success Activities (Onboarding, Training, Customer Support, Customer Success Management, Renewals, Advocacy)
• Measure Effectiveness of Customer Success (Define operational metrics and quarterly targets for team, track and monitor metrics, conduct weekly meetings for review within team)
• Drive Customer Success Outcomes (reduce churn and increase renewal rates, increase value through higher product/service adoption and customer satisfaction)

Karāchi, Sindh, Pakistan

• Server Management - User permissions, virtual host config., troubleshooting via logs etc.
• Web Services (Apache, Nginx, Varnish, PHP-FPM, Memcache, MySQL, MariaDB etc.)
• Hands on experience on infrastructure such as Amazon Web Services, Digital Ocean, Vultr, Google Compute Engine (GCE) etc.
• Security Management – Shorewall rules, fail2ban, Sucuri, CloudFlare, securing apps’ admin page by htaccess rules and by changing admin URL / path to prevent from hackers and brute-force attacks
• Application Management & Troubleshooting – PHP based open source CMS like WordPress, Woocommerce, Prestashop, Drupla, Magento, Joomla etc.
• DNS Management – NS, Records (A Record, CNAME, Redirections),

Karachi, Pakistan

• Defined and improved the SOPs for providing best technical online support and daily updated them.
• Conducted training sessions for new inductees and existing employees and counseled them for improvements
• Created support tutorials, documents, and presentations, applied weekly updates and maintained them on a local FTP for the reach of all agents of the support department.
• Demonstrated strong observations on DSLAMs / ONU / Alarms
• Monitored the traffic of customers calls ratio and took necessary steps and measures to point the exact problem or down areas in the case of abnormal or burst traffic.
• Configured online smart TV and DSL modems for port mapping to ensure proper connectivity with HeadEnd via BRAS and Middleware.

Karachi

• Troubleshoot and provided online technical solution to Broadband, EVO, SmartTV customers.
• Assisted customer in configuring LANs i.e. assigning IP’s, DNS and default Gateway
• Escalated issues as needed and maintained communication with customers and technical teams.
• Collaborated with team members to share knowledge of issues and corresponded the resolutions.
• Conducted surveys, analyzed patterns of the customer issues and submitted reports to Supervisor and Assistant Manager.
• Tested new portals/CMSs such as CRM (when it was first launched in PTCL), PTCL-MMBB portal, AAA Portal, EVO AAA etc. before they were fully implemented for all the employees, and reported bugs to Supervisors.

Karachi

• Provided online configuration and support of all types of ADSL modems like ZTE, Huawei, Zhone, Zyxel, Fiberhome etc.
• Guided customers for setting up their personal 3rd party routers with PTCL's ADSL modems.
• Provided live support to EVO 3G for slow / no browsing, software installation, PPP link connectivity
• Reset customer's DSL password in case of Authentication issue and re-configured their devices.
• Investigated the exact cause of the complex issues related to DSL / EVO
• Followed a specific pattern leading to quickly pick and diagnose the issues either related to Modem's configuration issue, Windows Settings issue or or due to virus/ trojans.

Karachi

• Took live calls from Broadband customers and provided online resolution for issues related to PTCL's services
• Provided initial Layer 1 Support to customers, logged data into the database and registered their complaints in case they were unable to resolve online.
• Troubleshoot issues related to Slow / No browsing, LAN settings
• Guided customers about bypassing splitter in the case of sync unsync issues
• Analyzed and filtered out customers issues and forwarded their live calls to Layer 2 agents with documenting appropriate remarks related to the matter.
• Monitored live traffic pattern and responded to Supervisor if found the likeness of common issues from the specific area for marking them as a "Down Time" after confirmation from NOC.

Malir Karachi

One year experience as an assistant lecturer at Govt.Jamia Millia Polytechnic Institute Malir, in which I instructed the following courses to the D.A.E. Electronics students.- Amplifier Radio Receiver (ARR): Introduction to Amplifier (audio voltage amplifier, common base and common collector circuitry, coupling of amplifier i.e. RF coupled amplifier.

Karachi, Pakistan

• Conducted troubleshooting of Mobilink cell sites including corrective and preventive maintenance of BTS Motorola Horizon Macro-I / II and BTS Alcatel Evolium
• Performed maintenance and troubleshooting of Alcatel BSS network issues
• Diagnosed faults on the interfaces of GSM 900, DCS 1800 and MW IDU
• Monitored different types of alarms, TRX, CTU / CTU2, combiner, SUMA board, microwave IDU and ODU, IF cables, PCM cables, Feeder cables etc.
• Ensured the alarm cables were properly connected to DDF
• Performed as a BSS Engineer in the absent of BSS Engineer in which the duties were to visit Mobilink cell sites for preventive maintenance

Master Of Business Administration (Mba), Telecommunications Management, Marketing, Cgpa 3.4 / 4.0

Telecom Courses: Technology Management Global Communication Industry & Policy Management of Telecommunication Management of Network.

Bachelor Of Engineering (B.E.), Telecommunications Engineering

Major Courses: Advance Mobile & Wireless Communication Routing & Switching Networks Digital Switches & Exchanges Digital Signal Processing.