Imran Qasim Email & Phone Number

Doha, Qa

Doha, Qatar

• Technical Consulting in a ground-breaking technology supporting unified communication and collaboration solutions.• Provide the highest-level technical support to technical engineers to help them solve complex customer problems.• Analyze, configure, and troubleshoot unified communication and collaboration solutions.• Build moderate-to-complex lab setups to duplicate and solve customer problems.• Developing intellectual property material and delivering technical training to the technology team.• Work with software engineering to improve product quality by filing software defects and testing fixes.• Solves complex and diverse problems where analysis requires an in-depth evaluation of factors with imaginative and innovative troubleshooting and experimentation.

Doha, Qatar

The position is responsible for day-to-day operational activities which include monitor, installation, configuration and troubleshooting of Contact Center Enterprise Solutions & IPT Solutions.The position adheres to ITIL standards following Incident, change and problem management, policies and procedures and knowledge on information security best practices.Analyze and resolve Voice hardware and software problems in a timely and accurate fashion. Implement, maintain and support voice solution either Genesys Cloud CX, Cisco UCCE / PCCE, IPCC or IPCC, Uniphore Self Service AI Solution, Ameyo Chat & Email Solution. Voice / Video Recording / QM / WFM Solutions like Verint, Zoom, Speechlog.Interact with daily change requests.Interact with daily incidents and resolve within agreed SLA. Maintain technology documentation with up to date changes.Enhance and facilitate operations of Voice infrastructure.Cooperate with colleagues and project manager to stabilize operations.

Lahore

My responsibilities at Ufone-PTML were:• Administration, maintenance and planning of Solution running on Cisco IPCC Enterprise/Hosted. Solution includes ICM 7.5/8.5/10.5, CVP 7.5/8.5/10.5, CUPS, CUSP, Cisco Universal Gateways 5350XM, Cisco Unified Communication Manager 7.5/8.5/10.5 Cluster and Globitel Speechlog Recording solution.• Development of new IVR self-services dynamic applications on Cisco Customer Voice Portal Platform.• Integrating IVR systems, CRM and database functions, managing system resources and tracking response times to maintain operating efficiency.• Executing outbound campaign management and administration. Management of IVR/Agent based campaigns and resource planning. Data extractions from CRM based on different segments of subscribers.• To guide team members to make excellent frontend support framework available to call center business unit.• To advise and implement best support practices with team to achieve call center business goals.• Responsible to plan contact center IT networks expansion and operations with Network team.• Network and server monitoring and optimization through NMS (Using Solarwinds/Cisco Unified Operation Manager/Cisco Prime Collaboration)• Taking an active part in maintaining Data Networks. Connectivity of different sites using Microwave/OFAN, PTCL Fiber through E1 interface of routers.• Administration of Various Virtual Machines running on MS Virtual Server 2005/VMWare.• Look after Cisco IP Telephony setup. Administration of Cisco Call Manager, Cisco Gateways and IP Phones i.e. CIPC, 7960, 7912 etc.

Lahore, Pakistan

Expertflow is multination Cisco UCCE and UCCX solution provider and integrators. I joined Expertflow as IPCC and Voice Recording Engineer. Expertflow is an ATP partner of Cisco in UCCE and CVP.My responsibilities at ExpertFlow were:• Providing Support UCCX 8.5 Solution at KPLC. • Providing Support Zoom 4.9.0 Solution at KPLC. • Providing Support IPT and UCCE Solutions at PTCL Pakistan. • Providing Support Zoom 4.9.4 Solution at PTCL Pakistan.• Providing Support UCCE 8.5.3 Solution at Mauritius Telecom. • Providing Support Zoom 4.9.4 Solution at Mauritius Telecom.• Providing Support UCCE 8.0 and IPT solution at Raya Egypt.• Providing Support UCCE 7.0 and IPT solution at Tunisie Telecom Tunisia .• Providing Support UCCE 7.5 and IPT solution at Airtel Tanzania .• Managing UCCE 7.0 solution and Voice Gateways for Multilinks Nigeria.• Managing Voice Recording Solution (ASC) for Multilinks Nigeria.• Managing UCCE 7.0 solution and Voice Recording Solution (ASC) for Access Bank Nigeria.• Managing voice recording solution (ASC) for Wateen Pakistan.• Managing voice recording solution (ASC) for Warid Congo.• Managing Internal Network Management and Troubleshooting.• Expertflow Lab Designing and management.

As a part of IPCC/IPT Operations and Maintenance team I was involved in setting up, configuring and testing of components of the Cisco IP Contact Center ( Cisco Call Manager, and Cisco Intelligent Contact Manager), working with call flow analysis ,ICM scripting , IVR. Understanding the ICM Software Processes ,Evaluating Distributed CallManager, Evaluating Clustering Over WAN Environments, Evaluating Centralized CallManager , Multi Site Dial Plan Considerations,Analyzing Existing Dial Plans ,CallManager Dial Plan Routing Issues , IP networks and voice-over-IP (VoIP) applications, Inbound telephone call management.• Operation and Maintenance of IPT and IPCC Enterprise Network of Warid Telecom.• Troubleshooting of IP Phones (7911, 7936, 7940, 7960, 7970, 7985 etc.), Cisco IP communicator Installation.• Troubleshooting of IOS based devices (Gateways/Gatekeepers/Switches/SLTs/DSPs).• Troubleshooting of PGW 2200.• Troubleshooting of ICM Components (Router/Logger/HDS/PGs/CVPs etc).• Cabling and Labeling of Warid IPCC Enterprise Data Center.• Backup/Restoration Planning for all OS/IOS based devices of Warid IPCC Enterprise.• Configuration of ODBC servers.• Configuration of Automatic Running Configuration Backup of all IOS based devices.• Configuration of Gateways, Gatekeepers and Switches.• Configuration of Cisco Unified Communications Manager 6.1.• Cisco Extension Mobility Implementation. • Installation and configuration of Monitoring Softwares: RTMT, RMS, Solarwinds Engineering Edition, Orion and IpMonitor.• Installation of ICM Components (Router/Logger/HDS/PGs/CVPs etc).• Interaction with Cisco TAC Engineers. Preparing documentations, technical proposals. Managing the operations, daily planning, engineering, design. Ensures customer satisfaction.• R & D for Cisco Unified Provisioning Manager.• R & D for Cisco IAD 2400 Series Devices.• R & D for Asterisk for Windows.

I was responsible to handle the whole networking of D.C.O. Office Lahore i.e. troubleshooting LAN network.Managing and configuring routers and switches.Working on District Level Projects like:SWM Attendance SystemComplaint CellCall Center for DCO OfficeComputerization of HRMIS

I was responsible for LDI system i.e. Network Monitoring by using built in tools, router and switches configuration, Co-ordination with PTCL Staff for patching and testing of physical media. I was also a team member during installation of Site.

Mcs, Computer Science

B.Sc., Double Maths, Statistics

F.Sc., Pre-Engineering