PROFESSIONAL EXPEREINCE:
Mobilink BSD (LinkDotNet) Aug-2009 – July 2013
Business Manager Broadband/Internet (Customer Services & Support)
Appointed as Manager Broadband Services (Customer Services & Support ) to ensure the maintenance of operational efficiency in provision of support services to DSL subscribers (Consumer and Corporate), resident in Central (Punjab) region of Pakistan. In addition, maintenance of elevated quality control standards in line with minimal operational budget is a continuous trial. Actively involve in recruitment, training and supervision of 60 + team members comprising of Customers Installation Officers, Customer support officers, Team lead and Assistant Managers. My core responsibilities are to:
- Ensure effective resolution of pre- and post-Installations issues thus converting Sales targets into installations hence adding to revenue and market capture.
- Strategy formulation ,execution, resource allocation, continuous progress monitoring and cost measurement ensuring on time delivery and client satisfaction
- Take part in development initiatives including business development , SOP and promotion of customer centric culture
- Pre/Post-Shipment/Testing of Modems/Accessory Items used in DSL Broadband.
- Coordination with other departments (like Product, NOC, Call Centre, Sales etc.) for efficient & smooth working
- Monitor and evaluate business problems, develop process solutions and system requirements
- Set milestones and initiate daily/weekly/Monthly progress reports to management. Conduct weekly internal meetings with team members to ensure proper delivery.
- Ensure resources are properly allocated and responsibilities are well defined amongst team members
- Preparation of OPEX and CAPEX for DSL O & M.
- Manage & Develop the team by providing insight and coaching, monitoring performance and assessing progress over time whilst engaging team members in socialization events as well
- Training of Field / Office staff for Performance enhancement
Key Accomplishments:
- Reduced the operational expenses through proper utilization of resource. More than 60% Cost Saving in monthly assigned Budget
- Increased the efficiency and proper utilization of HR resources through proper restructuring, staffing and justifiable and measureable KPI’s
- Reduced the average delivery time (Internet Service delivery parameters to the value added customers) from 15 days to less than 3-Days
- Minimize the Complaint Ratio less than 1.5 % and resolution time less than 24 hours which helped to increase the quality of service and reduce the churn.
Pakistan Telecommunication Company Limited (PTCL)
Manager Multimedia & Broadband, Lahore Feb 2008 to July 2009
Joined PTCL in 2006 and was promoted to Manager Level to provide the MM&BB (IPTV and DSL) connections in Lahore region on Copper and Optical Fiber (FTTC). I was heading a team of 200 staff members and core responsibilities were:
- Follow up with Regional/Divisional Access Network Operational Teams for Line Qualification Test (LQT) and MDF Patching
- Responsible for overall performance of the MM&BB network in Lahore region and minimize repetition of complaint occurrence of almost 50,000 DSL and identification of the trouble area, reporting and follow-up for resolution.
- To co-ordinate with other departmental stake holders like Finance, technical, Billing and IT for smooth functioning ,support and provision of MM&BB in Lahore
- To Coordinate with Contractor/Supplier to procure of different accessories used in provision of IPTV and Broad Band & Inventory Management
Key Accomplishments:
- Successful Launch of Broadband and IPTV Project in Lahore
- Developing and implementing new workflows/SOP required to enhance overall customer experience
- Follow up concerned for the Resolution of Operational Issues (MDF, ONUs, DSLAMs etc.) being faced during pre/post launching of BB & IPTV services with all
- Increase the technical skills related to Networks of teams to provide the better Network solution to Value added customers.
- Recruiting ,Staffing and restructuring to ensure the proper working of MM& BB department
- Decentralized the whole set up of MM&BB which increase the installations rate from 100 to 200 Broadband Connections in a day
Engineer WLL & Engineer Operation Access Network (OSP) Jan 2006 to Jan 2008
As Engineer WLL MSC, my core responsibilities were:
- Performing routine maintenance of MSC/HLR, MSC server, BSC and associated equipment (SFOTX300 , UMGW8900 , SCP , M200 )
- Ensure the connectivity between the Other MSC and transit exchanges and generate the weekly statics reports.
- Responsible for troubleshooting of service affecting BTS alarms from BSC end.
- Responsible for handling subscriber complaints related to Core including Billing , International dialing, call connectivity and internet connectivity issue
- Changing and management of Subscriber permanent/supplementary data on both HLR and on MSC/VLR.
As Engineer-Operation Access Network Position to Supervise 40+ Employees including 35 Line Man, MDF Technician, and supervisor, my core responsibilities were:
- Provisioning of New Telephone Connections & WLL connection and Customer support
- Corrective and Preventive Maintenance as well Inspection of Access Network.
- To Prepare the BOQ, Estimates, Work Order for Preventive and Corrective Maintenance
Work of OSP Network of PSTN
Knowledge of Technical Tools/Systems:
- MATLAB (GUI), Java (GUI), Assembly, Verilog Hardware Description
- B n CC (Billing and Customer Care ) , CMS (Complaint Management System)
- Microsoft Tracer (Consumer Data Base & Billing), Microsoft CRM, SMT
- Ng Tracer (Corporate Data Base & Billing) , Mobilink – Inventory Management System
- MS Office Suite ( Microsoft Excel , Power Point , Word , Access )
QUALIFICATIONS:
- MBA (Specialization in Finance), 2010
Institute of Business Administration, Punjab University, Lahore
- B.Sc. Electrical Engineering with specialization in Telecommunication, 2006
University of Engineering and Technology, Lahore, Pakistan
- M.Sc. Telecommunication Networks , in Process
University of Engineering and Technology, Lahore, Pakistan
Training/Certifications:
- PMP Certification Preparation Course PMI Lahore Chapter
- Project Management “Conquering your Projects” IPM & EI
- “Lead to Inspire-Inspire to Perform” GEM INTERNATIONAL
- “A Brand Called You” MOBILINK
- Broadband Solutions Specialist Program ETISALAT ACADEMY
- “Multi-Service Access Network NMS (ZXA10)” ZTE UNIVERSITY
- CCNA & CCNP CORVIT, Lahore
- 6 weeks comprehensive training program on basics knowledge of Telecommunication technologies and its Components by PTCL Staff College, Haripur
