Mohammed Ishaq Email and Phone Number

• Manage Netka ticketing system, making sure all incidents and service requests are ticketed and addressed in a timely manner• Plan and execute minor IT Infrastructure Projects, ensuring Project activities are completed in an efficient, timely and cost effective manner• Work closely with IT Infrastructure Team, Field Engineers and Vendor to timely troubleshoot incidents and minimize the outages• Ensure IT Operations teams are engaged in time, necessary documentation are produced for all major projects and uploaded to central repository for future reference• Communicate project status to Stakeholders in a timely manner• Prepare operational reports including network's status, network performance, failures, power outages, and subsequently deliver them to concerned parties in a timely manner • Implement incident management policy and procedure and initiate the related incident report when needed• User creation, deletion and modification requests.• IOS upgrades of switches.• Plan and coordinate several service continuity procedures by making sure IT systems are backed up and updated constantly.• Adding profiles for mab and dot1x devices in Cisco ISE and support field support to troubleshoot ISE issue.• Troubleshooting network connectivity issue, wifi issue.• Adding , reserving and deleting devices from DHCP.• Continuously monitor the KPIs of Network Operation Center to avoid any long-term disruption of IT services• Track project progress and produce project status reports at regular interval as per department’s guidelines.• Manage contractors/Supplier staff to ensure all project activities are completed on time.• Provision RFC (request for change)

• Responsible to close Enterprise and consumer fixed and managed service complaints in agreed SLA’s• Access technology platforms like BNG, Backhaul routers, IMS, CTS, SBC, HSS for technical troubleshooting• Performance reporting of active customer links• Cross functional engagement with sales, presales, technology and delivery teams• Identify top reasons/ root cause for fixed line tickets and derive solutions to reduce fixed technical complaints• Drive governance meeting with product and technology team to ensure customer operation readiness for new opportunities and products• Proactive Monitoring and ensure Associated actions are proposed to report the alarms. Regular health checks performed to avoid uncontrolled outages.• Rerouting traffic, Unblocking ports, network cleanup and checking the call flow for all VoIP services for SIPT issues by escalating to next level.

• Responsible for Real Time Network Monitoring of LAN, WANand Fault Reporting of Vodafone& Client network.• Minimizing the risk of network downtime through continual monitoring (24*7) of network elements and links.• Monitoring & basic troubleshooting CE Routers, L2 & L3 switches, Wireless access points, Adwa devices and Riverbeds.• Experience with Cisco, Alcatel Routers and Switches.• Organizing weekly call with UK Onsite Engineers and 2nd Line Engineers to resolve issues like SNMP/Backup failure and some configuration issues.• Initiating the bridge call and engaging all resolving teams for live troubleshooting of Application/tool issues in order to avoid the Business impact.• Experience with Ticketing tools like Fixed line BMC Remedy and VGE Remedy.• Providing regular/daily reports to higher authorities on status of network performance, bandwidth utilization chart and other network enhancement related requirements.