Muhammad Umair Email & Phone Number

Lahore, Pk

Lahore, Punjab, Pakistan

- Oversees day-to-day operations of Cloud-hosted contact center solutions, ensuring smooth functioning and high availability.- Develops and implements operational procedures and best practices to optimize system performance.- Conducts regular system audits to identify improvement areas and ensure compliance with industry standards.- Leads a team of technical support engineers to provide timely and effective client support.- Mentors and trains support staff on technical skills and troubleshooting techniques.- Prioritizes and delegates support tasks to ensure timely resolution of client issues.- Manages implementation of contact center solutions for new clients, ensuring successful deployment within agreed timelines.- Plans and coordinates system upgrades and migrations to minimize downtime and disruption.- Utilizes monitoring tools to track system performance metrics and identify potential issues proactively.- Analyzes performance data to identify trends and patterns, informing decision-making for system optimizations.- Identifies opportunities for process improvements and efficiency gains within system operations.- Leads or participates in cross-functional teams to implement process improvements and drive organizational growth.

Lahore, Punjab, Pakistan

Leading team of support engineers to provide System Technical support to clients.Manage escalated tickets and provide resolution accordingly within shared ETR.Technologies used includes EsXi , Linux OS , Voice servers , MySQL Databases.

Lahore, Punjab, Pakistan

. Providing Hosted PBXes solutions to customers.• Ensuring the performance of system through active monitoring of traffic.• Troubleshooting and support to Hosted PBX, SIP TRUNK,.• Development of enterprise PBXes and Call center and their continuous integration with CRM.• System administration of LINUX/UNIX based voice enterprise and client servers.• Automating regular maintenance activities through bash scripting and CRONs.• Integrating open source github codes with existing infrastructures to increase productivity.• Configuring auto alerts.• Designing FTP solutions for call recordings of call centers.• Providing auto dialer solutions.• Syncing primary and secondary voice servers to keep them up to date.• Ensuring risk free environments through complex routing scenarios and limit configurations.• Active updating and upgradation of voice servers.. Design and implementation of Audio Conferencing servers.• Development and implementation of open source CDRs and real time Monitoring tools• Preparation of SOPs and Manuals.. Training sessions of Customer on new Deployment.

Lahore, Pakistan

. Manage the intranet and internet services for 700+ internal users.. Manage the day to day problems of users with instant solution.. Coordinate with client for any new Application deployment.. Conduct the training session with Team Leads and CROs.. Manage computer software, hardware installation and management.. Look after maintenance of all computers, printers, network devices and all servers.. Provide technical support on daily basis complaints of GDC. Provide network support in all departments of GDC. Manage and update all website related issues, client related software, updates and renewals. Maintain DC, ADC, File Server, Backup Server, ISA/TMG Server andAntivirus Server in Windows Server 2003/2008 Environment.