I had the honor to rejoin CYBERNET as Assistant Manager iNOC, where I was entrusted with the critical role of overseeing and enhancing the Network Operations Center at CYBERNET World Headquarters. I conducted a comprehensive GAP analysis and audit of existing processes related to monitoring, incident management, and configuration management. Based on these insights, I revised processes to achieve optimal performance within the department.Key responsibilities and accomplishments… Show more I had the honor to rejoin CYBERNET as Assistant Manager iNOC, where I was entrusted with the critical role of overseeing and enhancing the Network Operations Center at CYBERNET World Headquarters. I conducted a comprehensive GAP analysis and audit of existing processes related to monitoring, incident management, and configuration management. Based on these insights, I revised processes to achieve optimal performance within the department.Key responsibilities and accomplishments include:Implementation and Configuration of World-Renowned Service Management Application: Deployed a globally recognized ITIL-based Service Management and ticketing application across regional NOCs, resulting in a 60% improvement in service management quality by implementing SLA.Process Reengineering of Head Office and Regional NOCs: Spearheaded reengineering efforts, leading to a 25% increase in operational efficiency and a 30% reduction in configuration and fault rectification times across both head office and regional NOCs.Policies and SOP Writing for NOC Daily Monitoring and Configuration Tasks: Authored and implemented 15 detailed policies and Standard Operating Procedures (SOPs), standardizing daily monitoring and configuration tasks, improving reliability by 40%.Building & Leading International Technical Support Department: Established and trained a team of engineers to provide expert support to international clients for PNIs, NNIs, IPTs, IXs, GPON, and MPLS L2/L3 circuits. Show less

• 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

• 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. Show less

• 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. Show less

• 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. Show less

• 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. Show less