Adnan Munir

Experience

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  PTCL

  Jul 2007 - Mar 2012

  Technical Support Agent

  As a dedicated professional, I've delivered comprehensive backend support for a diverse range of services, including DSL, EVO, Smart TV, IP Video Phone, IP camera surveillance, static IP, VPN, POP/IMAP, SMTP, DXX, E1, T1 lines, and more. My expertise extends to providing robust support for LAN, WAN, and CPE-related issues, showcasing proficiency in configuring a myriad of devices, from routers and switches to ADSL modems, VOIP devices, web servers, IP cameras, VPNs, DVRs, hotspots, and third-party client-end software. I excel in troubleshooting network, hardware, and systems intricacies, ensuring seamless operations. Collaborating closely with NOC/NMS for L3 support, I effectively coordinate and escalate issues for consumer and corporate clients according to service level agreements (SLA). To enhance the end-user experience, I provide remote support using tools such as RDP, LogMeIn, and TeamViewer, showcasing a commitment to delivering top-notch and efficient technical assistance. Show less

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  TalkFree, Inc.

  Mar 2012 - May 2012

  Support Engineer

  In my role providing support to VOIP customers, I have effectively assisted users through various channels, including TeamViewer, LivePerson, Email, and Phone. Proficient in configuring VOIP adapters and devices such as PAP2, SPA, Audio Codes, MP Series, etc., I have demonstrated expertise in managing device access by locking and unlocking them through the support panel. My responsibilities include monitoring VOIP traffic and routes using live traffic graphs, testing and evaluating call quality, and implementing route changes for call quality optimization. In adherence to service level agreements (SLA), I proactively escalate issues to vendors through support tickets, ensuring timely and efficient resolution of customer concerns. Show less

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  Levi Strauss & Co.

  Aug 2012 - Aug 2013

  IT Executive

  As an IT Service Desk Support professional at the Pakistan Lahore Head Office/Data Center, I efficiently handle a broad scope of responsibilities encompassing network, servers, systems, and application support for office operations and Point of Sale (POS) systems across branch offices and retail locations. My role involves providing first- and second-level support to end-users and addressing software, hardware, and network communication issues. I actively contribute to user account management, creating new accounts and maintaining existing ones within the Active Directory using the IBM Tivoli system, ensuring compliance with LS & Co policies. I am adept at granting permissions according to company policies, conducting end-user training, and developing comprehensive documentation. Additionally, I install, configure, and manage systems, network printers, and handheld devices, ensuring data backup using CommVault Simpana. I use an ITIL approach through Service Now to efficiently identify, analyze, and creatively solve issues. My responsibilities include monitoring LAN/WAN/WLAN and system performance, managing IT equipment inventory, overseeing vendor contracts and purchases, and ensuring adherence to LS & Co IT policies and standards. I collaborate with the offshore team on projects, meticulously plan implementations and upgrades, and thoroughly evaluate software, hardware, and network solutions before deployment. Show less

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  ExpressCloud (Pvt.) Limited

  Dec 2013 - Oct 2016

  Network Engineer

  Accomplished professional with a proven track record of hosting services and comprehensive infrastructure support. Proficiently managed and hosted diverse components, including Applications, Virtual/Physical Servers, Microsoft O365, Microsoft Azure, Google Cloud, Domain hosting, IP Communication, Routers, Switches, Firewalls, and VPNs for clients in the UK, UAE, and Qatar. I have demonstrated expertise in supporting the infrastructure of international clients, offering end-user support through remote sessions, emails, chats, and phone calls, and successfully ensured the stability of the company's hosted data centre in the UK and clients' data centres through diligent monitoring. I have implemented secure site-to-site VPN connections between the UK data centre and client sites. I am proficient at monitoring network services and server performance, proactively maintaining optimal functionality. Executed server infrastructure moves and migrations from physical to virtual over the cloud, including on-premises Exchange migration to Microsoft Office 365. Proficient in servers' backup and disaster recovery, device configuration, and IOS backup. Skilled in coordinating with vendors and partners to ensure seamless operations. Preparing detailed technical documentation, helping material, and diagrams for effective communication and transparency. Show less