Muhammad Hammad

Experience

• 

  Fiverr

  Apr 2021 - Dec 2023

  Search Engine Optimization Manager
• 

  HUM News

  Aug 2021 - Sept 2021

  Data Entry & Software Hardware Management
• 

  Digital Media Wing, Government of Pakistan

  Sept 2021 - Dec 2021

  Search Engine Optimization Manager
• 

  Zong CMPak Ltd

  Sept 2022 - now

  Job Responsibilities:• IT Service Management (ITSM) for end-to-end IT delivery and provisioning IT services, including planning, designing, building, implementing, deployment, improvement, and support for customers and stakeholders.• CRM system administration, including user creation/modification, assigning rights and role-based access.• IT Support and management of IT Complaint TAT and IT Service Desk.• Providing daily, weekly and monthly Ad Hoc reports & presentations to management using Excel and PowerPoint.• Using SQL and Linux to troubleshoot various issues and verifying the logs and connectivity of different third parties.• Creating queries using SQL for extraction of data.• Ensuring end-users Charging, Provisioning, CRM, BVS, MNP, IDD, IR, Configurations and queries related to reports are dealt efficiently and timely.• Working with the Systems team, Planning and Implementation team, Engineering teams and vendors to improve system performance.• Providing 24/7 support services to Zong's customers, vendors and related third parties (i.e. banks).• Ensure provisioning against business orders on relevant nodes i.e. HLR, IR, PCRF, CRBT, MCA etc.• Monitoring and rectifying issues related to 3rd party services (SMS, MML, USSD, MMS).• CDR verification, escalation on generation of ECDRs and coordinating till resolution of the issue.• Ensuring smooth MNP operation between PMD and internal CMPAK nodes.• Analysis of complaints due to system-related issues, identifying the root cause, and providing solutions.• Monitoring of online charging system and always ensuring network availability and connectivity of BOSS nodes.• Coordination with vendors to get support for resolving issues.• Monitoring daily delivery of batch files to DWH.• Administration of BOMC (In-house application/services monitoring tool), which includes adding new machines, new 3rd parties, database queues and configuring alerts on their different parameters. Show less Job Responsibilities:• Promotion/Bundles modifications and new configurations on CRM• Tariff modifications and new configurations• Offer relations and dependencies• Mutex configurations• International Dial Code Dialing definitions & revamps• International Roaming related issues and weekly changes• Usage Notification scripts development• Weekly and Monthly presentations• Abnormal activity dashboard new developments and maintenance• Requirement related discussion with vendors and end users Show less • Worked in Business Support System (BSS) Operations. Dealt with complaints and procedures, managed customer-facing in business activities.• Provided support for customer-facing activities, including responding to complaints and inquiries to ensure high levels of customer satisfaction.• Assisted with the development of new products offered by the company, working closely with product development teams to provide input on customer needs and market trends.• Collaborated with team members to identify areas for process improvement and contributed to implementing changes to improve efficiency and accuracy. Show less

  • Executive IT (Grade 6)

    Jan 2024 - now

  • Executive BSS (Grade 5)

    Sept 2023 - Dec 2023

  • Digital Trainee Executive BSS & IT Infrastructure

    Sept 2022 - Aug 2023