Owais Ahmed

Experience

• 

  TRG - The Resource Group

  Jan 2013 - Jan 2013

  CSE for Qubee.

  My responsibilities include:• Monitoring all the Base Transceiver Station performance through NMS all over Karachi, Lahore, and Rawalpindi and Islamabad cities.• Providing clear, concise, accurate and frequent communications to clients regarding their technical issues and actual root cause of the problems.• Documentation and logging all pertinent information via software CRESTEL.• Providing support and trouble shooting at client end issue

• 

  K-Electric

  Jun 2013 - May 2017

  IT Officer

  During my 4 Years of professional exposure, my specialties are• Provide Level 2 support on Managing Network infra-structure.• Provide technical support and software/hardware trouble shooting to End User (CSRs, Managers and above).• Provide Rapid response and technical support to complaints lodge via ticketing system based on priority (Critical, High, Medium and low).• Installation, commissioning and maintenance of computer operating systems of Servers and all other End user systems.• Check all call center services IVR, Auto rectifier, 118, 99000 and other services on hourly basis and share the compiled shift report at shift end.• Manage IVR integrated Fiber and Radio PRIs, manage Hi-path 4000 PABX and reporting servers. • Maintain and troubleshoot overall Network and Voice connectivity. • Manage Siemens HiPath, Genesys Servers, Asterisk PABX and call center applications Open Scape Contact Center Enterprise (OSCC) applications, Genesys (IWS) and Vici dial. • Coordination with Vendors for the rectification of issues in their services. (PTCL, NTC and Multinet).• Coordination with engineers present at DR site for smooth call routing and data operations.• Manage routing of calls to Outsourced KE contact center and internal as well.• Management require Call center analysis i.e. Reporting, Call Routing Strategies and future Plans.• Manage and maintain reports of all Junior IT Support Staff.• Troubleshoot SAP CRM related Issues. Level 1 support. Share technical reports extracted form SAP Logon on hourly basis.• Create Technical workflows of new project and discussed with Team for smooth project execution. • Provide training to End Users and Junior IT Staff.• Manage and maintain reports of all Junior IT Support Staff Show less

• 

  Sybrid Private Limited - A Lakson Group of Company

  Jul 2017 - now

  Manage and supervise the Infrastructure and Support team of Level 1 and Level 2 engineers.Responsible to manage overall IT operations and infrastructure. (Network, Server, Voice)Serve as Company representative for ISO 20000-1 ITSM ISO 270001 ISMS audit.Responsible to carry out client meetings and deliver technical demonstrations and clarity of our IT products and services ( Inhouse Telephony Solution, Inhouse Hosted and Site to Site VPN Solution, IT Operations and Service Management, Virtualize Data Center Solution and others.Manages and provides services of PFSense Proxy Server: IPSec, DHCP Static Mapping, OpenVPN and NTOP.Provide and manages Site to Site and hosted VPN services for both internal and external clients. Installation, configuration and management of VMware vSphere 6.5 ESXi host and VMs with backup and recovery mechanismManage IPSec and MPLS connectivity between remote branches.Periodically check the auto-failover mechanism and perform DR drills.Configuration and Administration of Windows Server 2012/2016, Active Directory with a roaming profile, FTP, DNS, DHCPProvide website management, VPS and RDP services to multiple domestic and International clients.Implemented unified Network monitoring over PRTG Platform with historical & real-time reports of network performance, NetFlow traffic Analyzer with alerts based on high bandwidth consumption, Interface goes UP/Down Switch Broadcast and Server Monitoring.Responsible to write technical proposal responses to meet RFP requirements and for the timely execution and facilitation of proposals in response to RFPs. Show less Responsible to write technical proposal responses to meet RFP requirements and for the timely execution and facilitation of proposals in response to RFPsCoordinate developers to build and implement technology solutionsResponsible for carrying out ISO/IEC 20000 (ITSM) and ISO 27001 (ISMS) internal & external audits.Configuration and Administration of Windows Server 2012/2016, Active Directory with roaming profile, FTP, DNS, DHCP, Linux OS under various LAN and WAN environments.Creation and management of Remote Branches connectivity of commercial and internal clients through VPN using PFSense.Integration of Open source firewall with Grafana, Splunk, graylog, Cerebro and Kibana.Responsible for the automation of all practices of ITSM in SYDESK. Show less • Supervise an IT Team of 10 Engineers and worked towards the achievement of the operational objectives in a 24/7 environment.• Provide Technical Support for overall IT Infrastructure issues (Server, Network, Telephony, Security, VPN and Storage) companywide, external clients and for both Inbound and Outbound services pertaining to National Local Campaigns (Cybernet, Macdonald, Storm Fiber, Uniliver California Pizza & 20+ more) and for International Campaigns of USA, AUS, UK, and UAE. • Mentored team ensuring all were trained in product knowledge & capable of performing assigned duties and assist compliance to all standard and technical metrics and provide expert knowledge to resolve all IT issues.• Implemented Desktop Central for managing asset inventory through the useful lifecycle of each asset/inventory.• Mentored team ensuring all were trained in product knowledge & capable of performing assigned duties and assist compliance to all standard and technical metrics and provide expert knowledge to resolve all IT issues.• Implemented Unified Network monitoring over PRTG Platform with historical & real-time reports of network performance, netflow traffic Analyzer with alerts based on high bandwidth consumption, Interface goes UP/Down Switch Broadcast etc.• Perform maintenance, sustainment and operational activities for Servers, Systems and Storage using best practices in VMware environment• Implemented Service Desk Plus used as IT Ticketing System for capturing the records of IT Requests and Incidents and ensure that issues are resolved within predefined SLAs. Show less

  • Assistant Manager IT Services

    Jul 2021 - now

  • Technical Analyst

    Jul 2020 - Jun 2021

  • IT Team Lead

    Jul 2017 - Jun 2020