Jaodat Mand Khan

Experience

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  Abacus Consulting

  Mar 2013 - Jun 2013

  Internee

  I was an Internee on Telenor Project in IT department. I was assigned following tasks1. Providing hardware and software solutions to agents2. Providing solution to Network related issues3. Troubleshoot issues on Avaya Hardware and software IP telephones.4. Generate a report at the end of shift regarding issues in the shift.

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  National Radio Telecom Corporation

  Jun 2013 - Jul 2013

  Project Engineer

  I was in Research & Development Department of UET Lahore. I was working on the up-gradation of field radio equipment (PRC-77-a military version radio set). I worked under supervision of Dr. Naseer ud Din in this project.

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  Worldcall Telecom Limited

  Aug 2013 - Nov 2013

  Internship

  Internee in NOC department- Worked on O&M of NGN networks including following equipment1. HUAWEI SOFTX30002. Porta Switch3. UMG-8900 Creation of reports which includes1. ASR (Answer to Seizure ratio)2. ACD (After Call Duration)3. NER (Network Efficiency ratio)- CPU Utilization of Systems, SBC VoIP Calls, and SIP to SIP Calls - Taking different traces on SIP & ISUP for different issues and study to eliminate faults

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  MobiServe

  Nov 2013 - Nov 2014

  NOC Engineer

  Responsible for O&M of 1300 Mobilink sites of Lahore, Narowal, Hafizabad and Sargodha which includes following:1. Active monitoring of the network with effective trouble-shooting and minimizing down-time of Huawei BSS.2. Take corrective maintenance actions against down sites and alarms at sites.3. Escalating messages of down sites, down sectors & alarms to field teams for corrective & preventive maintenance.4. Coordinate with field teams responsible for operations and maintenance for fault rectification.5. Escalating e-mails to management team regarding critical & prolonged outages/issues.6. Provide technical support to field teams & site-engineers for rectification of faults.7. Monitoring hardware related issues and suggesting required actions to field team & management.8. Updating details against each trouble-ticket with feedback from field teams.9. Provide technical support to teams in troubleshooting Power related issues using NetEco software. Show less

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  IBEX | Global

  Nov 2014 - Dec 2016

  Junior Telecom Engineer

  -> Implementing telephony infrastructure using technical operations of Avaya voice / call center infrastructure including: Communication Manager, Application Enablement Services (AES), Call Managment system (CMS)-> Hands on experience in operating, configuring, and troubleshooting a converged IP network -> Proven experience in end-to-end problem determination/troubleshooting system issues-> Effective verbal and written communication skills to communicate with all levels of associates and engagement-> Demonstrated ability to work collaboratively as part of a team professional services effort, and to successfully operate in a flexible, virtual operating environment Show less

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  IBEX | Global

  Sept 2017 - Apr 2019

  Telecom Engineer

  ->To provide Technical support to all operational issues related to Avaya Technologies-> Call Center Design and Implementation – Including provisioning ofcircuit cards, trunking and VoIP phones.-> Maintaining enterprise voice and contact center technology -> Identifying and resolving complex voice and contact center problems & utilizing structured troubleshooting procedures, tools, and techniques-> Generating Real-time and Historical Reports/ stats of Call centers using multiple software.-> Designing/ Creating Call Management customized reports.-> Support and enhance Contact Center solutions based on platforms from Avaya Show less

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  MCB Bank Limited

  Apr 2019 - Sept 2021

  Senior Officer Contact Center

  Responsible for managing contact center of bank mainly telephony and CRM support:1. Identifying and resolving voice and contact center problems & utilizing structured troubleshooting procedures, tools, and techniques.2. Providing voice recordings and IVR support.3. Co-ordinate with vendors responsible for maintenance for fault rectification.4. Managing smooth operational activities by monitoring systems.5. Escalating e-mails to management team regarding critical & prolonged outages/issues.5. Provide support for agent’s software applications including mainly Customer Relationship Management (CRM) tool.6. Following SOPs of PCI compliants regulations.7. Implementation of technology according to State Bank of Pakistan regulations.Projects:My expertise include project management on following projects 1. Self Service mode on IVR for card activation, blocking, PIN generation, utility and account services.2. Implementation of Caller Spoofing by OTP verification through IVR and CRM. Show less

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  Ibex. Pakistan

  Sept 2021 - Jul 2024

  Assistant Manager

  Project Management:1. Lead the planning and implementation of projects.2. Facilitate the definition of project scope, goals & deliverable.3. Define project tasks and resource requirements.4. Develop full scale project plans.5. Plan and schedule project timelines.6. Track project deliverable using appropriate tools.7. Provide direction and support to project team.8. Constantly monitor and report on progress of the project to all stakeholders.9. Implement and manage project changes and interventions to achieve project outputs.Technical Support:1. Responsible for the day-to-day technology operations of our voice / call center systems.2. To provide technical support to all operational issues related to Avaya.3. Call Center Design and Implementation which includes provisioning of circuit cards, trunking and VoIP phones.4. To maintain and support enterprise wide Voice and Contact Center Technology. 5. To identify and resolve complex voice and contact center problems along with utilizing structured troubleshooting procedures, tools, and techniques.6. To execute complex contact center Upgradations and Migration activities. 7. Manage voice / call center systems and ensure they are agreed to with the business.8. Ensure voice infrastructure is fit to as per client requirement.9. Support and enhance contact center solutions based on platforms from Avaya.10. Skilled at integrating other ancillary voice products, such as Verint, recording platforms11. Security Patching of Avaya products to latest & greatest as per Avaya recommendations. 12. Removal of obsolete and out-of-support equipmentProjects:1. External and Internal Pentest, Scanning and Audit of Avaya machines2. Setup of new client voice setup using Private numbers on Avaya SBC, SM and CM. 3. Setup and configuration of Avaya IX messaging tool for voice recording. Show less

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  Ibex

  Jul 2024 - now

  Solutions Engineer

  1. Understanding of industry best practices pertaining to Architectures i.e. Telephony, network, Cloud Computing and Information Security.2. Project Scoping, Schedule, Risk Management, and Stakeholder Management Empower teams.3. Critical thinking to troubleshoot issues with minimal or no downtime.4. Create project Schedule on Project scheduling tools i.e. Smartsheet and Microsoft Project.5. Lead IT projects and work directly with clients. Manage project scope, schedule, risks, and stakeholder relationships.6. Collaborated with multiple Fortune 500 companies as an IT Solutions Architect, assessing business requirements to design and propose tailored solutions in network infrastructure, integration, and call center technology.7. Oversaw IT implementations for all clients, ensuring seamless and issue-free deployments. Show less