Experience

• 

  Pral, fbr

  Jan 2001 - Jun 2002

  Deo, quality controller, supervisor

  Worked in PRAL (Pakistan Revenue Automation Limited), starting as Data Entry Operator and then getting promoted to Quality Controller and left as Supervisor for about 1½ Year in total.Job Responsibilities• Data entry of critical tax returns into to automation system.• Quality controlling of data entered into automation system by other data entry operators. • Supervision of of team of 20 Data Entry Operators in my team.Achievements• Because of excellent accuracy and good performance got promoted to Quality Controller and then Supervisor. Show less

• 

  Zedsnet network technologies

  Jun 2002 - Jan 2005

  Senior network engineer

  Worked in ZedsNet Network Technologies as “Senior Network Engineer”Job Responsibilities• Planning and Implementation for the betterment of IT structure.• Implementation, Configuration and Management of ISA 2006• Implementation, Configuration and Management of Bandwidth Splitter• Implementation, Configuration and Management of HotSpot 2.0 for Wireless Sharing Automation and Management.• Management and Monitoring of different Wireless Devices (Bridges and Access Points) • Management of communication links between different LANs and WANs• Network Load Balancing and Management• Providing support for connectivity problems related to software/hardwareAchievements• Implementation of Omni directional antenna on 100 Feet High tower for signal distribution• Implementation of ISA 2006• Implementation of Bandwidth Splitter• Implementation of Antamedia HotSpot 2.0 for Wireless Sharing automation and management.• Implementation of Point to Point and Line of sight signal distribution.• Work on site with clients to install receiver devices and configure their system for connectivity. Show less

• 

  Hostbreak web technologies

  May 2005 - Jul 2008

  Got promoted to Manager Technical Support and Billing to manage shifts and overall company tasks related to Support, ranging from server administration and maintenance to day in day out customer service and support activities, from first interaction with potential client on sales side to handling their billing as well as acting as an office in-charge as a whole.Job Responsibilities• Managing administrative responsibilities• Assigning/Completing daily tickets in timely manner• Assigning/Completing daily targets to Support staff• Assigning/Completing daily targets to sales staff• Assigning/Completing daily targets to Billing staff• Preparing Daily ReportAchievements• Communication with international client over phone, live chat and emails.• Supervision and training of new support, billing and sales staff• Maintain high level of professionalism. Show less Worked for HostBreak Web Technologies for about 3 years. Skill Set:HOSTING SERVER MANAGEMENT• Windows Web Server Management and Deployment.• Mail Server Management and Deployment (MailEnable, iMail, SmarterMail).• Maintain Microsoft Windows 2003 and 2008 Servers• Administration of IIS,FTP, DNS, Domain Setup, Mail Setup and all related tasks.• Deployment of web sites on ColdFusion, PHP, PEARL, Python, ASP and ASP.Net.• Troubleshooting and fixing issues with websites and emails of all sorts.Primary Job Responsibilities• Planning and Implementation for the betterment of Web Hosting Server.• Managing and Monitoring Web hosting Servers• Planning and Implementing Web Hosting Server Backups• Migration Planning and Implementing from Physical Servers to VPS Infrastructure• Resolving and closing Technical Support Tickets.• Attending and resolving client issues on Live Web Chat and different Messengers.• Maintain high level of professionalismAchievements• Completed initial training well within probation time• Managed night shift for over 2 years and worked with broad range of international clients to give efficient service and availability in their time zones (specially for customers in US and Canada)• Communication with international clients over phone, live chat and emails.Migration from Physical Servers to Virtual Servers:• Migration Planning and Implementing from Physical Servers to VPS Infrastructure• Taking Backups on weekly basis• Initiating selling of Virtual Servers/Machines first time in hosting industry using MS Virtual Server 2005.Migration of office from one location to another:• Migration Planning and Implementation from old office to new office• Planning and implementation of new office network infrastructure• Planning the Entire new office network setup• Implementing the new office network setup• Managing LAN Communication System• Managing Hardware/Software problems in the System Show less

  • Manager Technical Support and Billing

    Jan 2007 - Jul 2008

  • Senior Server Administrator

    May 2005 - Jan 2007
• 

  Machsol

  Aug 2008 - now

  In control as "Level-III Enterprise Services Engineer" to commute directly with clients from across the globe for high priority and complex issues escalated by Level-1 and Level-2.Acting as "Manager Enterprise Support" to promote professionalism and strong skills. Through direct contact with team, through examples inculcate sense of responsibility and give confidence to the team to excel in their field.As "Manager Technical Writing" ensured that documentation is kept up to date, easy to understand and readily available when needed. Publishing KB articles online to allow issue resolution without having to contact support.- Defined and articulated SOPs for Support Team to handle day to day tasks.- SOPs for Deployment and Integration Product related projects of ALL Sizes.- Defined and articulated SOPs for Technical Writing.- Specialist in our flagship product (MachPanel Automation Solution). - Successfully completed countless deployments and integration projects. - Designed and conducted unlimited online trainings for clients from all across the globe.- Conducted and assisted with Sales Demos to confirm client purchases convincingly.- Solution architect / lead analyst for MachPanel Web Hosting Extension.Expertise in Exchange 2007, Exchange 2010 (hosting and non-hosting modes), 2013 and now Exchange 2016. Well-versed in Planning, Deployment and Integration with MachPanel and Migration from any platform to MachPanel Integrated Platform. As a Manager, responsible to ensure:- Maintaining Day to day support activities (Support Ticket, Live Chat, Phone Calls)- Assign and guide teams on customer requirements before asking them to conduct online Trainings and Sales oriented demos - Maintaining Product Documentation (Blog, KB portal, Other guides)- Forum/Blog Posting related to assigned fields (Microsoft Technologies)- Wrote many articles at (http://kb.machsol.com). Show less Joined MachSol Inc. as Level-II Engineer / Team Lead, Product Support Group and Performed a large variety of tasks including but not limited to: • Work with international clients by phone for product support.• Conduct Product Demos & Trainings• Track, Resolve and Close technical support tickets.• Perform Product QA on a very detailed level during initial phases of product development.• Track, Resolve and Close technical support tickets.Job Responsibilities• Troubleshooting Issues and assisting in Turnkey Solution Deployments• Planning and Implementation of Hyper-V and VPS Infrastructure• Planning and Implementation of Exchange 2007• Planning and Implementation of BlackBerry Enterprise Server• Implementation, Configuration and Management of Share Point Services 3.0, Hyper-V,• Management of Domain Controller, Additional Domain Controller, Group Policy, Sites and Services, ISA Server 2006• Management of communication links between different LANs and WAN• Management of Hardware and connectivity problemsAchievements• RevyHosting Project:Under RevyHosting project we had to deploy Active Directory, Trusted CA, Microsoft Exchange 2007, CRM, IIS, BES, OCS2007, SharePoint Portal Server 2007 and SQL 2005 for hosting purposes in Europe. My role was to perform integration of all these services with our product by coordinating and providing all the requirements to our local teams in Pakistan and offshore teams in Netherland.Implementation of:• IIS for Web/FTP Server • SmartStats Server for web stats• SQL 2005 Servers for Web Server Backend Database• Primary and Secondary DNS Servers.• Local Domain Environment, WSUS, ISA and Sophos Endpoint Security and Control• BlackBerry Enterprise Server(for deployment with MachPanel)• Share Point Services 3.0 (for deployment with MachPanel) Show less Worked as Team Lead in this project. This was a BPO project where http://bottomlinecom.net/ was provided Technical Support Services remotely for shared web hosting business setup they had by a team of 4 technical support representatives for their valued customers hosted with them. Project continued successfully for 8 months.Key Highlights:• Under BottomLineCom project, I worked on hosting automation solutions from parallels like Plesk and HSPComplete. • Provided Technical Support Services to valued clients of bottomlinecom. Show less

  • Level-III Enterprise Services Engineer / Manager Enterprise Support / Manager Technical Writing

    May 2005 - now

  • Level-II Engineer/Team Lead, Product Support Group

    Apr 2009 - Jan 2011

  • Team Lead - Bottomlinecom Project

    Aug 2008 - Mar 2009