To attain a respectable and challenging position in an esteemed diverse company where I can be given the opportunity to develop my technical and personal skills and can add to the growth and reputation of the organization.
Professional Experience
ETISALAT (Emirates Telecommunication Corporation) Clients Support Representative for Internet Technical Support Etisalat is one of the largest telecommunications companies in the world and the t leading operator in the Middle East and Africa, headquartered in the UAE. It operates in 18 countries across Asia, the Middle East and Africa, servicing over 100m customers out of a total population of approximately 1.9bn people. Being a team member of Etisalat my responsibilities are
Provide first level technical support and resolution of the end-user problems of the large variety of internet customers in UAE, over multiple communications channels, including telephony, facsimile and over the internet (covering e-mails and text chat) Scope of support:
• Answer the client queries and provide support through telephone and email • Study and investigate any trend of problem and escalate to the concerned section • Ensure the maximum customer satisfaction by providing high quality technical and non-technical support to all the subscribers of Etisalat • Technical support to both Business and Home internet users for trouble shooting with various types for CPE’s, Routers and all types of Internet connections • Escalating technical problems in Etisalat Network and customer premises to the concerned departments and make the necessary follow-ups to provide appropriate solutions in a timely manner • Providing full support to any prospect/sales enquires and provisioning issues related to Etisalat Internet services • GPON, Dial up connections, ADSL, cable modems, ISDN, wireless, leased line etc. • Various operating systems, browsers, antivirus programs and firewalls • Configuring/installing modems, routers and LAN • Networking protocols like TCP/IP, FTP, TELNET,SMTP,POP3 • Configuration of Email clients, web based email administration & related services • Web Hosting ,Virtual emails on domain administration and related services • DNS/DHCP installation and configuration.
Eductation
Academic Qualification. Jun. ‘01 – Jul. ’05: Newport Institute of Communication & Economics Karachi BS Computer science Sep. ‘1999 – May. ‘01: Govt.Science College Malir Cantt Karachi HSSc (pre-eng) May. ‘97 – May. ‘99: Shah Latif Boys Secondary School Steel Town Karachi SSc (science Group)
Certification
• Microsoft Certified System Engineer. o Installing, Configuring and Administering Microsoft Windows XP Professional. o Managing and Maintaining a Microsoft Windows Server 2003 Environment. o Implementing, Managing and Maintaining a Microsoft Windows Server 2003 Network Infrastructure. o Implementing, Managing Microsoft Exchange Server 2003. o Planning and Maintaining a Microsoft Windows Server 2003 Network Infrastructure. o Planning, Implementing and Maintaining a Microsoft Windows Server 2003 Active Directory Infrastructure. o Designing a Microsoft Windows Server 2003 Active Directory and Network Infrastructure. • CCNA (Training) • A+ (Training).
NETWORKING: I have Strong theoretical concepts and professional exposure of Networking and my experience Involve: • Configuration of routers for different types of media. • Suitable architecture and network design. • Use of switches and hubs (for LAN implementation).
OPERATING SYSTEMS: WINDOWS: • Command over windows, XP and 2003 Server, 2008 Server, Exchange Server 2003, 2007. • Designing, maintenance and troubleshooting of Active directory, DHCP, DNS, WINS and IIS. • Installation, Operation, Configuration and Maintenance.
Professional Skills. Symantec. • Symantec Antivirus Cooperate Edition • Symantec Endpoint Protection • Symantec Access Network Control • Symantec SMS for SMTP • Symantec Backup Exec 11d (Intelligent disaster recovery for Windows based servers e.g. Win 2003 server, SQL server, Exchange server).
Projects/Field Work.
Habib Bank Limited. • Deployment of Symantec Antivirus Corporate Edition10.2 (Nation wide) • Deployment of Symantec Sygate Enterprise Protection. (Head Office) • Deployment of Symantec Endpoint Protection. (Head Office)
Faysal Bank Limited. • Deployment of Symantec Mail Security for SMTP (Nation Wide) • Deployment of Symantec Antivirus CorporateEdition10.2 (Nation Wide) • Deployment of Symantec Network Access Control (Nation Wide) • Deployment of Symantec Endpoint Protection.
