Rohail Khattak Email & Phone Number

Islāmābād, Pakistan

Managed the Kubernetes clusters for Pakistan's largest mobile network operator - Jazz where they deployed their self-care app.• Troubleshooted and handled all P1, P2 and P3 tickets within pre-defined SLAs.• Updated old and created new Jenkins CI/CD pipelines for efficient deployments of microservices onto all environments - production, staging and disaster recovery.• Set up resource and service monitoring on the clusters to ensure early detection of potential issues using tools like Grafana, Elastic stack and Nagios.• Implemented automation scripts of processes using Python, to improve the response time of the system as well as customer tickets.• Successfully set up a new Kubernetes cluster from scratch for disaster recovery. • Communicated effectively with the client to understand their requirements for new services and share possible suggestions.• Collaborated with the backend and frontend teams, the operations team, the solution architect and the quality assurance tester to ensure all new and old services were working as intended and to debug and solve any issues that arose.• Created and presented a weekly report of activities to management for review and forecasting.• Used SQL to query from and write entries into the database.• Performed successful periodic updates of tools and apps used in the clusters without any unexpected downtime or degradation of services.

Vancouver, British Columbia, Canada

Manged the Vancouver customer service team of an international e-commerce company. ▪ Maintained high customer satisfaction score and ensured all team KPIs were met.▪ Successfully migrated the company onto a new ERP and CRM software.▪ Created and maintained a company wide FAQ database for internal and external use.▪ Onboarded and lead training programs for new hires.▪ Introduced process automations which increased efficiency and reduced response times.

Vancouver, British Columbia, Canada

Provided world class customer service to guests across North America. Consistently exceeded monthly goals and was recruited to help other teams as well.▪ Maintained over a 90% satisfaction score.▪ Helped the Training team to support practicum training for new hires.▪ Helped the Orders team with post-sale operations.

Expanded the customer base for Telus in Vancouver, North Vancouver, Surrey and Burnaby regions.▪ Created a new sales pitch which greatly improved regional sales.▪ Consistently met sales targets.▪ The sales pitch I created was used to train new hires as well.

Islamabad, Pakistan

Hired into summer internship with principal focus on managing a portfolio of Pakistan’s largest corporates. Also identified potential clients for business generation. ▪ Managed the account upgradation of Pakistan’s largest cellular service provider. Made account handling easier for the Relationship Manager. Maintained constant communication with the client during this time. ▪ Authored a report on the outlook of the telecom industry in Pakistan. It was used by MCB corporateexecutives to help decide on establishing lending needs of the telecom industry. ▪ Developed robust understanding of capital raising techniques and their effect on corporate operations▪ Proactively participated in understanding the needs of MCB’s clients and how to address them.