Javed Ghaffar

Experience

• 

  PlanetBeyond

  Mar 2011 - Jul 2017

  As I already had an experience of Support, Quality Assurance, Product Management, I was preferred for this position internally.I handled different VAS services offered by Telenor as Product/Channel Management Executive.Telenor Cricket Commentary & AlertsTelenor IQ MathTelenor Social● Work to provide digital solutions of SMS service i.e. WAP based Cricketalerts to all the subscribed users● Propose new features and ensure timely development● WAP based alerts within push alerts to give insight into fullscore cards● IVR based Live Match Audio Commentary for Telenor Users● Run different campaigns to send out bulk marketing messages Show less I worked as Enterprise Services Executive for Telenor Corporate Call & SMS. It was an instantaneous broadcast messaging system designed for business concerns that require constant contact with customers and staff via SMS & CallResponsibilities:●Data analysis to create reports to analyze service behavior andsuggest improvements.● Ensuring smooth working of service by regular and thoroughtesting (Interface & API)● Regular analysis of complaints/queries and reporting them in aclear and meaningful manner● Answering complaint, stats required and queries 24/7 onall channels(email/Phone)● Troubleshooting the issues related to service and coordinating withdifferent stakeholder for identification and resolution ( ITOperations and Software development teams)● Managing the new release of the service, ensuring its working bytesting between test and live interfaces), aligning stakeholdersfor test to live migration, then thorough testing after livedeployment Show less Working as UAT tester for SMS and IVR based VAS services provided by Planet Beyond for all operators in PakistanCreating test cases for services and carrying out the test plansOverall service testing for each service, confirming the their live status and reporting any bugs or errors observed to relevant stakeholders within organization and relevant cellular operatorsGenerating daily reports for tests executed and creating Excel and Google sheet based dashboardsCollaborate with Software Development, Product Development and Marketing team to report bugs and service feedback to improve the user experience Show less ● To handle and provide maintenance to all the VAS products beingprovided by Planet Beyond Pakistan Pvt. Ltd.● Ensuring that the data center, servers and services are runningwithout any problems and in case a problem arises, taking thenecessary steps to make sure that problem gets fixed as soon aspossible.● Providing first/second level support to the Clients, Handling theComplaints raised by the Clients/Users and coordinating with theClient’s staff for swift resolution of issues within SLA(Service LevelAgreement.● To ensure that SLAs are properly followed.● Escalate issues/complaints to leads when necessary.● Extracting statistics required for monthly invoicing from the databases. Show less

  • Product/Channel Executive

    Aug 2016 - Jul 2017

  • Enterprise Services Executive

    Nov 2015 - Aug 2016

  • Quality Assurance Executive

    Apr 2015 - Nov 2015

  • Technical Support Engineer

    Mar 2011 - Apr 2015
• 

  SOS Pakistan Pvt. Ltd.

  Sept 2017 - Feb 2018

  Monitoring And Evaluation Specialist

  Coordinating with different teams and monitor day to day operationsConduct weekly/monthly audits for outgoing logisticsManaging the Cash In-Transit (CIT) services to transport cash & valuables within the city and across Pakistan by air or surface

• 

  SWI - Innovation Delivered

  Apr 2018 - Feb 2020

  Radio Frequency (RF) Support Engineer

  . T-Mobile 5G Pre-Launch Test• 5G eSSV coordination in Southern markets of Florida (Miami & Jacksonville) with Nokia for T-Mobile 5G pre-launch project• Post Processing of 5G test logs using TEMs.• Inventory management• Resources and workload management . 4G-3G Coordination & Post ProcessingAutomated RF drive tests for several existing and new technologies including LTE(L1900, L2100, L700, L600), WCDMA(UMTS 1900, UMTS 2100)and GSM 1900.  Project includes both Network Integration(NI) and Single Site Verification (SSV) Working with operators like T-Mobile, Sprint in multiple USA markets (States)on 2G, 3G and 4G Networks. Conducting drive tests and Coordinating with drive test teams for SSV’s, Cluster Drives, Carrier Aggregation (CA) and VoLTE testing. Providing and maintaining all field Inventory and making sure the smooth fieldwork. Reporting and coordinating directly on regular basis with customer. Preparing drive test reports and escalate issues like Sector Swap, illogical serving, poor coverage etc. Show less

• 

  Motive

  Feb 2020 - now

  Working as Tier II Engineering Support Specialist to handle the customer queries escalated by Tier 1 Support Providing resolution to complex queries and respond as per defined SLAHandling unhappy customers, helping through non-technical issues both via call and emailTroubleshooting hardware/software issues, escalating them to Tier III or relevant stakeholdersWorking on special tasks / projects. Working as first line of defense (Tier I Support Specialist) to handle the customer queries via calls, emails and live chat software. My day-to-day job involved handling unhappy customers, helping them with their non-technical issues, troubleshooting hardware/software issues, escalating them to Tier-II / Tier III Support teams and working on special tasks / projects.

  • Software QA Engineer

    Nov 2024 - now

  • Senior Technical Lead

    Sept 2024 - Nov 2024

  • Lead Technical Support Engineer

    May 2022 - Sept 2024

  • Technical Support Specialist - Tier III (Embedded/Hardware)

    Nov 2021 - May 2022

  • Technical Support Specialist - Tier II (Software)

    Mar 2021 - Nov 2021

  • Technical Support Specialist

    Feb 2020 - Mar 2021