Rizwan Awan Email & Phone Number

Commsource is a British Telecom company providing telecom services of Broadband, SIP, PSTN and SIM all over the United Kingdom.I am part of this team as a Network and telecom support Engineer. As a network engineer I am responsible for Level 2 support of SIP, Broadband and PSTN services including WIFI and operational software support. In addition I am responsible for order porting from different networks to our supplier network.For new customers I am responsible for configuring the SIP lines of different vendors link SNOM, Polycom, Yealink Sangoma and responsible for configuring the bankend from our PBX server and creating call strategies as per the requirement.Configuration of Broadband and termination to network and fault handling related to SIP, Broadband and PSTN and internal network.I am also providing Level 1 support to 3g/4g SIMs where I am responsible for Bar/Unbar the SIMs, Swap the SIM with relevant details and also troubleshoot mobile APN settings issues which are routed from our CommSource server.Asterisk SIP support (PBXwave version 5.6, 6.0).1. BT Openreach 2. Gamma 3. Gamma WLRCustomer support online1. Asterisk SIP support (GUI)2. ADSL/DSL support3. FTTx support 4. DATA sim support

Rawalpindi, Punjab, Pakistan

To meet the business and residential customer and define services about security alarm systems, CCTV, Fiber optics, Web designing, SEO and grab them into our business, also responsible for the contractors work under the company and provide work and dispatch them into the orders. Other administrative tasks are to create visibility reports, staff and contractor performance reports, and send directly to CTO.

United Arab Emirates

Dispatcher, Controller, Fleet management, Reporting, Field Technical Support, Customer Field Support, Customer Service, Customer Experience, Customer relation, Customer handling, Fiber optic jointing, splicing, and triple-play service, copper telephony service, Telesales Inbound outbound callsOverallMy working responsibility was to handle the field staff and dispatch them on the field for request orders. Follow up the existing pending request orders based on KPI and given SLA as per SOP. Handling emails and phone calls about old and latest inquires about service provisioning and send it to the concerned department for follow up. Market and Sell newly launched products and promotions over the phone and in the filed if necessary. Conducting surveys to take feedback about services and products. While in the field started earlier I was doing installation of 3p services to Residential Customers and different line installation to Commercial like SIP servers, VOIP servers, Networking, CCTV (both IP and RG). Also responsible for migration for copper account to GPON. When I was on technical support I was handling customers and Field engineers call for technical support by Using different applications (CBCM, CRM, PMS, ENRM, FOS, FSM, NMS, EGPS, CUSTOMER LOCATOR, WASILNI) I was responsible to send a daily KPI and Productive report to Director CS. Configuration and testing of ONTs (HUWAWEI, ZONE, ALCATEL) via NMS and PMS.

Pakistan

Field Supervisor, Field Technical Support, Technical Coordination to different PTCL departments, Customer Field Support, Customer Service, Customer Experience, Customer relation, Customer handlingOverallAs a field Engineer my responsibilities were to go on the field, provide DSL and XDSL services to customers over copper and fiber optics. Meeting PTCL staff for complaints resolution. Also responsible for end to end connectivity. Installation of P2P services, PABX and internet services to commercial customers. I was promoted to supervisor and as a supervisor, my responsibilities are to directly report to manager and handling field problems related to field to technicians and manage critical situations and customers.