Umer Khan Email & Phone Number

United Arab Emirates

• 24/7 Support: Provided comprehensive technical support for various call center and banking applications, including retail banking, customer care, collections, chat banking, and SaaS.
• L2 Technical Support: Quickly resolved outages, adhering to SLA agreements, with effective troubleshooting and root cause analysis to enhance system stability and implement corrective actions.
• Incident Management: Delivered detailed root cause analysis and mitigation plans for recurring issues, improving overall system stability and customer satisfaction.
• Documentation & Training: Enhanced team efficiency by developing and maintaining support documentation and training materials, facilitating faster onboarding and increased productivity.
• Customer & Product Collaboration: Worked with product management to address customer feedback and usage patterns, identifying areas for enhancement and streamlining troubleshooting processes.
• System Maintenance: Conducted regular system health checks, performance monitoring, and software updates to address vulnerabilities and ensure data protection.

United Arab Emirates

• Real-Time Troubleshooting & 24/7 Support: Provided immediate technical support for Altitude Software to restore operations withinagreed SLA parameters.
• Tier-2 Technical Support: Offered advanced support for AltitudeSoftware products, collaborating with R&D, DevOps, QA, and L3 centralteams to address product defects and bugs.
• Infrastructure Health Checks: Conducted regular health checks on servers, systems, networks, and databases to proactively identify and mitigate issues, recommending hardware and software improvements to enhance.
• Issue Management: Managed daily follow-ups on escalated customer issues, delivering detailed root cause analysis (RCA) and mitigation plans.
• Performance Monitoring: Monitored system performance daily to detect and address potential issues proactively.
• Project Tasks & Customer Support: Handled software installations, upgrades, and supported customers during System Integration Testing (SIT).

Pakistan

• Responsible for Centralized Fault management System Hp Open View, HP OM, TelAlert & HP TeMIP.
• Telenor Centralized Inventory management of GSM RAN, BTS, IP Core, IT, RF & Microwave.
• User Accounts Management (Deletion, Suspension and Revocation as per Information Security Policy).
• Automation of Business reports through SAP Crystal Reporter.
• SLM support on first level or directly to vendor to minimize service disruption and handle customer complaints.
• Vendor management to ensure vendor delivery as per the contractual terms and conditions.

Islamabad

• Planning, Testing and maintaining all IT Operations, Supervising LAN, WAN and IT Helpdesk issues.
• Hardware, systems and software Installation, configuration, troubleshooting and maintenance.
• Routine checkup of all Applications; Servers, Switches and Routers.
• Design process and SLA's for better and Smooth Operations.
• Coordination with vendors for new projects.
• Maintain internal audits and ensured IT infrastructure Operation.

Islamabad

• Network Up-gradation: Design Scalable Network using manageable switches with redundancy.

Ccnp Switching, System, Networking, And Lan/Wan Management/Manager, A+

Activities and Societies: Building, managing high availability using HRSP, VRRP, MPLS network design, GLBP, Implementing PVST+, MSTP, RSTP.

Associate’S Degree, Cisco Certified Network Associate, A+

Activities and Societies: Network Routing & Switching• ROUTING: Static Routing, Default Routing, Dynamic Routing (Rip, EIGRP, OSPF).

Computer System Engineering, Computer Engineering, A

Activities and Societies: Military front guard member at school Hostel prefect at college. Carried honorary appointment of Jonier NUST.

Bachelor’S Degree, Computer Engineering, A

High School, Science, A