Working as Manager Operations my job responsibility includes:• Have close interaction with customers that includes UN Organizations, Banks, Petroleum Companies, Embassies, etc.• Manage nationwide operations.• Provide pre-sale solutions to customers.• Finalize project scope.• Responsible for planning and deployment of projects within the defined targets (i.e. cost, timelines, quality) and ensuring customer satisfaction.• Contribute to overall business strategy.• Develop and implement departmental policies.

Working as Assistant Project Manager my job responsibility includes:• HR management.• Venders’ management.• Operational team management.• Internal cash flow management.• Assist in finalizing project scope.• Arrange material for teams.• Responsible for the projects execution within the defined targets (i.e. cost, timelines, quality) and ensuring customer satisfaction.

Working as Deputy Manager Process Assurance my job responsibility includes:• Interacting with Managers/HODs every 3 months to preparing list of SOPs being implemented in all departments to ensure that necessary amendments, if required, are made in SOPs.• Develop and implement a centralized system for numbering of SOPs, and tracking of their versions including historical versions.• Conduct audit and collect monthly updates after coordination from Managers/HODs onimplementation status of such SOP and present report to management.• Identify processes that have become redundant with the passage of time.• Identify right or necessary processes that are being implemented but not documented and work with the concerned Managers/HODs to document those processes.• Carry out monthly audit of all MBL/NTL trouble tickets where multiple visits were made and present a summary to management every month in order to eliminate unnecessary multiple visits to customer premises.• Analyze monthly QC reports of POPs, Installations and Customer Comments Reports, work with concerned Managers/HODs to reduce complaints and take actions to bring process or structural changes in working of teams to reduce faults.

Working as Deputy Manager Transmission handled a team of 50 plus staff including Assistant Managers, supervisors and field staff. Segregated teams under two Assistant Managers to cover Islamabad and Rawalpindi areas effectively and efficiently. Job responsibility includes:• Hands on experience of DSL installation and physical media troubleshooting at customer end, DP, DC, MDF and Co-locations.• Hands on experience of DSL loop jumpering on DSLAMs (Alcatel 7300, Paradyne 8820, Cisco 6260).• Hands on experience of providing level 2 and level 3 support to customers regarding DSL, FTTU, Internet/IP connectivity, CPE configurations and LAN/WLAN related issues.• Responsible for Installation of DSL connection for all new/returning customers.• Responsible for level 2 and level 3 complaints resolution in minimum possible time.• Maintenance of Co-locations in PTCL exchanges.• Prepared and assigned KPIs for all posts and contributed in improving evaluation system.• Prepared Skill sets, SOPs and technical manual for the department.• Conduct trainings for field staff.• Reducing Operational cost of the department by minimizing/effectively managing expenses and overall resources.• Co-ordination with TAC and other operational departments for customers related issues.• As an initiative promoted sales through technicians, without affecting their routine tasks.• Improving quality of work in order to minimize customer complaints.

As Incharge-TAC during progression of my career from the post of Network Engineer → Senior Network Engineer → Assistant Manager → Deputy Manager Customer Care handled a team of upto 50 plus engineers to provide round the clock technical support to DSL and Nayatel FTTU customers. Job responsibility included:• Hands on experience of ALCATEL GPON ONT configurations on 7342 ISAM FTTU POLT using 5520 AMS (Access Management System).• Hands on experience of troubleshooting GPON FTTU customers using 5520 AMS via GUI and CLI/TL1.• Hands on experience of providing Level 1 technical support to customers regarding DSL, FTTU, Internet/IP connectivity, CPE configurations and LAN/WLAN related issues.• Developed team, SOP and Technical manual for effective Level 1 technical contact for new or existing DSL and FTTU customers.• Managing NOC in coordination with Network/Core Department.• Prepared KPIs and improved evaluation system for team members.• Instigated Quality and Control measures by adopting real time monitoring of calls and complaints.• Conduct regular Technical/Soft skills training for TAC members.• Coordinate and escalate complaints or any other issue pertaining to the customer to concerned department for troubleshooting/rectification.• Devised process for customer care relationship with corporate clients which includes on phone, email and visit.• Reducing cost of the department by minimizing/effectively managing expenses and overall resources.

Worked as Operation Engineer in MBL Networks Department, job responsibility includes:• Providing telephonic support to the customer in order to rectify the problem and answering customer’s queries on email.• Providing Level-2 and Level-3 support to the customer.• Monitoring of JFFNMS & backbone links and inform to the concerned manager.• Troubleshooting Point-2-Point and PPPoE connections.• Creating cross-connects between DSLAMs and Broadband Remote Access Server (BRAS).• Worked on different CPEs such as Aztech, Paradyne, Zoom, Speed Stream Routers and SpeedTouch Routers.