Fawad Masud Email & Phone Number

Lahore, Pk

Lahore

Responsible for representing the company and maintaining long-term relationships with existing large and multi-site customers in a competitive marketplace and maximizing sales opportunities within them. Also responsible for maintaining and developing working relationships with business partners and distributors• Managing Telco Accounts of Company as Account Manager• Researched and identified opportunities for account growth, account penetration, and market expansion.• Negotiated and closed long-term agreements with new clients in assigned territory.• Fostered and facilitated relationships with product distribution channels to increase product sales.• Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.• Developed and executed strategic initiatives to implement key changes and improvements in business development and sales programs.

Lahore

Responsibilities:• Manage a team of Support Engineers, Franchise Support Coordinators, Asset Management Coordinators and Team Leads covering over 2,500 users at Mobilink (One of the leading telecom company in Pakistan) throughout the region across more than 20 offices to ensure that agreed targets are met and appropriate qualitative standards achieved.• Develop and implement robust processes to ensure that a high quality service is provided to both internal and external customers.• Implement methodologies to improve first call resolution.• Assist in laying down the work flows and SLAs with customers. • Assist in Implementing HP Open View Service Manager 9.2 and Asset Manager 9.30.• Assist in driving the Knowledge Management Process• Plan with other IT Teams (Services, Networks, CRM, P&I) to execute the relevant installations/ugrades throughout the region.• Identify opportunities and recommend solutions that will enhance or improve current processes.• Design and develop an enhanced reporting structure which ensures the early identification of product faults and ensures minimum risk to the business.• Provide Feedback to Management about the system related issues faced by users to improve the performance• Analyze Help Desk activity and make recommendations for increased organizational efficiency and effectiveness.• Train Helpdesk staff to ensure that support is provided in a consistent manner.• Implement staffing and scheduling models to ensure guaranteed coverage to the business.• Develop a performance measurements framework and facilitate feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered.

Responsibilities:-• Supervise the Helpdesk support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed. • Gather and analyze metrics to benchmark the helpdesk workload/performance and identify trends in call center issues. • Work within team to promote excellent customer service, effective response times and provide expert insights into general support issues. • Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction. • Train helpdesk staff on operational procedures and troubleshooting techniques. Provide training on new hardware and/or software applications as requested. • Ensure that staff provides timely and considerate customer service to end users by fielding Helpdesk calls and resolving technical issues. Assist all office staff and instructors, both in person and via the phone. • Analyzing and identifying trends in issue reporting and devising preventative solutions. • Expected to offer suggestions for any noted process improvements and develop the new procedures. • Hardware Problems, Computer Upgrades, Networking Setup/Diagnoses, Software Problems, PC specific Issues/Troubleshooting • Other duties as may be assigned by the Tech Support Manager

Responsibilities:• Provide prompt and accurate technical support to users, employing high degree of customer-service skills and technical expertise while ensuring customer satisfaction.• Log incoming calls and e-mails support requests into call-tracking database (HP Open view Service Center) for 1st level and escalate trouble tickets to specialized staff for 2nd level support if required.• Respond to, evaluate, and prioritize incoming phone calls and e-mail requests for technical assistance from users within in company or company customers (Franchises) experiencing problems with hardware, software, network, computer-related issues and other web based company applications.• Installation & Maintenance of Desktops, Notebooks, Printers and Scanners of different brands like HP, Compaq, Dell, IBM , Lenovo etc.• Update the register of IT assets and contribute to audits of IT arrangements.• Coordinate with other IT Teams (Service Delivery, Networks, P&I, CRM Operations) during the relative upgrades as required and assigned.