Imran Dawood Email & Phone Number

Sydney, New South Wales, Australia

Sydney, Australia

Sydney, Australia

Ingenico Group offers the right, secure, smart and seamless payment solutions whatever the channel: in-store, online and mobile.• Application administration for Payment Solution, implemented in APAC and Europe• Fault analysis and troubleshooting• Batch jobs executions for payment settlements.• BAU process improvements

Lahore, Pakistan

• Assess current capacity of compute and storage landscape of SAP and non-SAP applications landscape and plan and evaluate multiple possible solution. • Evaluate different Software Defined Network (SDN) solutions for Data Centre and Campus Network.• Negotiate SLAs with Service Providers including Voice and Internet, Compute & Storage Support. • Preliminary assessment of using cloud for some of applications.

Accra, Ghana

Ericsson Regional Support Centre provides customer support to 78 operators in Africa region. I was part of 60 plus members team. My responsibilities included providing support for Ericsson Prepaid billing solution, interacting with customers for every case, provide support as per SLAs. Key Achievements:• Excellent communication with Customer teams which helped gain their trust and manage their expectations. • Provided very quick responses and resolutions to trouble tickets, bringing down average solution time from days to 5.5 hours/ticket. This helped the organisation to justify support costs and increased customer satisfaction index. Other responsibilities:• Software & Hardware Support Delivery.• Handle Critical, High, Medium priority Trouble tickets.• Provide root cause analysis for problems reported. • Assess capacity of nodes to see if problem is capacity related and propose solution accordingly.• Ensure correct Software releases and patches are installed.• Provide support for operational issues such as business configuration, system related errors and alarms. • Provide support for issues related to billing and Call Detail Records (CDR). • Coordination with software design teams for registering software bugs.• Identify and register new sales opportunities.

Accra, Ghana

My role included O&M of Ericsson Prepaid Billing Solution and to work with Airtel Business & Marketing teams to design and implement prepaid services including new promotions and prepaid plans, Roaming Plans, SMS bundles and short code services. Key Achievements:• Performed an audit of existing services and corrected problems in tariff implementations which helped in stopping revenue leakage and fraud. • Developed shell scripts to take automated backups and automate daily tasks. Other Responsibilities:• Provide Operation Support as per agreed targets. • Problem management to avoid recurring issues. • Perform planned changes in business configuration. • Perform planned changes in system configuration. • Perform Audit ofo Node configurationso Tariffso User accounts and access policieso Operational activitieso Audit trail and Audit logs• Tariff changes as per marketing requirements.• Prepaid voucher generation and loading into billing system.• Troubleshooting of network problem and subscribers’ complaints.• Batch jobs execution.• Impact analysis of proposed upgrades.

Lahore, Pakistan

I Worked with NQM Team which performed duties as a watchdog for Ericsson Managed Services, ensuring vendor meets its agreed targets, KPIs and quality of network performance is as per SLAs. Key Achievements:• Worked with IN/VAS Design team to design SMS Antispam solution and a new SMSC. Negotiated with vendor for required features and ways of working of this new solution with existing one.Other Responsibilities:• Assess Audit reports ofo Node configurationso Tariffso User accounts and access policieso Operational activateso Audit trail and Audit logs• Review Customer support requests (Trouble Tickets) raised by Managed Services Teams and review formal answers provided by vendor.• Review SLAs and WLAs. • Part of Acceptance test team, for new nodes commissioning.

Performed my duties as O&M Engineer for Ericsson Prepaid Billing Solution covering all UNIX/Linux Nodes and Ericsson proprietary hardware, covering end to end solution. Key Achievements:• Development of shell scripts for health checks and to optimize other daily operations.• My vigilant and proactive approach in daily operations avoided any unplanned down time during my stay. Other Responsibilities:• Troubleshooting and fault analysis. • Tariff Making, Service Creation, new promotions• Configure Customer Care access.• System configuration changes. • Perform housekeeping (purging, re-indexing)• Generate Database reports.• Provisioning new subscribers.• Batch jobs execution. • Prepare daily statistical reports and share with customer. • Planned activities for upgrades, patch installations, configuration changes

A short-term job to do Integration and execute Acceptance Test Procedures with Customer team for Charging Control Nodes (CCN). My responsibilities also included training local staff for O&M of CCN nodes. Key Achievements:• Development of shell scripts for health checks.• Developed a shell script which took raw data and prepared a traffic stats in Human Readable formats, presenting in hourly, daily and peak stats. Other Responsibilities:• Operation & Maintenance of CCN. • Generate statistical reports and share with customer.• Planned Activities for configuration changes.• Knowledge transfer to customer teams.

Lahore, Pakistan

Accomplished:• Capacity evaluation of existing Nodes.• Planning for new nodes for new services and upgrades.• Traffic Impact analysis, especially before implementing any new service or software upgrade. • Communication with Business & marketing departments for Business configuration designing and implementation as per their requirements.• Design and implement tariff configuration for prepaid roaming.• Preparation for different statistical reports for capacity planning and expansion. • Request for Proposal (RFP) preparation and evaluate received proposals.

Lahore, Pakistan

I worked as NOC Engineer being part of large Operations Team. Key Achievements:• Developed a comprehensive of shell script for daily health checks, the script logged into every node and executed commands and compiled all data in easily readable formats, storing each file with date and time stamps for record keeping. Other Duties performed:• Perform daily routines and checks on UNIX/Linux Nodes.• Initiating backups and take system dumps during night shifts.• Keeping close watch on the system, constant monitoring to ensure smooth operation of systems.• In case of any abnormality, solve the problem, troubleshot and taking necessary remedial and preventive measures otherwise escalate to next level of operations. • Preparing statistical reports.

Graduate Certificate In Behavioural Economics

Statement Of Attainment In Vmware Vsphere: Install, Configure, Manage V6, Information Technology

Bachelor Of Engineering - Be, Telcommunications And Electronics