Bilal Hassan

Experience

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  Wateen Telecom

  Jan 2014 - Feb 2015

  Network Field & Support Engineer

  NOC Duties (24/7 - Rota System and on-call )Device monitoring / alerting. Service monitoring / alerting. Incident management and escalationSupporting : Access Networks, client side systems / CPEs,Field duties to include customer installs and site visits for escalations.

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  ELC Solutions (Pvt) Ltd

  Mar 2014 - Apr 2015

  Tier2 Network Support NOC Engineer

  A Project by Telenor Telecom Pakistan,Tools: Telecom Implementation (BTS/BSS-MW SWAP / Configuration)Operation & Maintenance of 2200 sites of Telenor in North Region (JV Project)Operation & Maintenance of 1080 Sites of Telenor Pakistan in Central (1-B and C1-A) Region (FLM Project)5. Fault handling and escalation (identifying and responding to faults on networks,liaising with 3rd party suppliers, handling escalation through to resolution). 6. Maintenance of WIKI and technical documentation (for NOC) of processes and procedures used throughout normal operations7. Participate in a 24x7 call-out rota if required. Show less

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  Gourmet

  May 2015 - Mar 2017

  Regional IT Tech Lead

  Responsible for proactively maintaining, monitoring and real-time troubleshooting of more than 24 Gourmet sites mainly located in different cities. Also responsible for designing, security, configuring and documenting new and old sites according to the requirements.Day to day responsibilities:Daily addressing to real-time troubleshooting tasks and operation issues, at times joining long conference calls with other IT teams to get to the root cause of the issue.Making changes on daily basis on both Server and client network as per the requirements.Creating ACLs, NAT/PAT, route-maps, VPNs, Vlans on almost daily basis.Configured VPN and GRE tunnels on Cisco IOS.Installation and configuration of: Cisco 3850 switches, Cisco 2960-X access switches Creating policies, web-filters, user groups and adding/removing URLs from local categories on different firewalls at different locations.Monitoring network stats, logs and alerts. Show less

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  Console Connect Inc.

  May 2017 - Sept 2017

  1st Line Noc Engineer

  Act as the central point of contact for all our customer support needsLog and track all issues, requests, events, and changes within our ticketing systemWork within Incident Management / Major Incident Management framework to ensure the professional progression of our customer’s support needs. Perform initial triage, resolve actions, or information gathering in order to aid in quick, andappropriate, resolutions Escalate all appropriate support tickets to our 2nd / 3rd line Networking engineering team,whilst maintaining ownership of the ticket Liaise, and coordinate, with all required third parties as needed Provide proactive, and reactive, escalation function both with internal and external contacts toensure ticket SLA and a high standard of customer communication Work within all company and departmental policies and processesShare best practice and seek continuous improvement both on a personal and departmentallevel with new and existing colleaguesAssist with the completion of reports and data validation as requiredA good understanding of WAN technologies and functions - layers 1, 2, and 3Exposure to networking devices – routing and switching (Cisco, Extreme, Juniper, etc…) Experience of routing protocols (BGP, OSPF) Use of, or exposure to, network monitoring tools (SNMP, trap information, Syslog, etc…) Experience of ticket management systems for Incident and Change Management Maintain/update appropriate wiki and knowledge base articles Ideally worked within an ITIL environment or framework Show less

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  Lucid Networks Ltd

  Oct 2017 - Jan 2020

  Technical Support Representative

  Delivering service and support to end-usersInteracting with customers to provide and process information in response to inquiries, concerns, requests and technical support Diagnose and Install, configure, and troubleshoot computer systems, servers, Office 365 and network issuesProvide daily technical support services for information technology establishmentsReceive customer calls to provide step-by-step guidelines for the resolution of a technical issueDocument and track customer issues using a ticketing system to ensure quick resolutionMaintain the security and integrity of company database by setting access controlsExplain highly technical details to customers using simple understandable termsMaintain an up-to-date knowledge of company products and servicesMonitoring of Servers and Network devices performance by responsing alerts generated by different monitoring tools Show less

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  WeDo Business Services

  Jan 2020 - now

  Technical Analyst

  - Work with customers to design, build and maintain computer and network infrastructure - Work closely with customers on-site and remotely to provide practical technical assistance- Manage company's and customers routing, switching and network infrastructure with the best industry and security standards- Maintain up to date detailed documentation in company systems