• Manage Customer Success Team – Recruit, onboarding, delegate tasks, continuous improvements
• Manage Customer Success Activities – Onboarding, training, customer support, success management, renewals, and advocacy.
• Measure Effectiveness of Customer Success - Define operational metrics and targets for team, track metrics, conduct weekly meetings for review within team
• Drive Customer Success Outcomes – Reduce churn and increase renewal rates, increase value through higher product/service and customer satisfaction
• Customer Education Strategy – Own customer support documents, update knowledge articles according to customer feedback, publish technical KBs on newly launched features
• Manage Customer Success Dashboard (CSD) – Monitor customer activities (last login, last spendings, current run rate), churn alerts (server deleted, apps deleted), up-selling alerts and abuse alerts, and maintain a healthy relationship with potential customers via close.io CRM.

• Manage PlatformOps Team – Recruit, onboarding, delegate tasks, continuous improvements
• Manage Operations – Monitor VIP Customer alerts, Zabbix, Sensu, Graphana stats for Zendesk tickets, Live Chat Ratings. Test new tools and features, report bugs, identify improvements
• Measure Effectiveness of Team - Define operational metrics and targets for team, track metrics, conduct weekly meetings for review within team
• Drive Customer Success Outcomes – Reduce churn and increase renewal rates.

• Server Management - User permissions, virtual host config., troubleshooting via logs etc.
• Web Services (Apache, Nginx, Varnish, PHP-FPM, Memcache, MySQL, MariaDB etc.)
• Hands on experience on infrastructure such as Amazon Web Services, Digital Ocean, Vultr, Google Compute Engine (GCE) etc.
• Security Management – Shorewall rules, fail2ban, Sucuri, CloudFlare, securing apps’ admin page by htaccess rules and by changing admin URL / path to prevent from hackers and brute-force attacks
• Application Management & Troubleshooting – PHP-based open source CMS like WordPress, Woocommerce, Prestashop, Drupal, Magento, Joomla etc.
• DNS Management – NS, Records (A Record, CNAME, Reductions),
• SMTP Management - SMTP settings for transactional emails, SPF, DKIM, MX Priority
• SSL Management – CSR generation, installing SSL keys and Cert files, Let’s Encrypt SSL installation, URL redirection from http to https
• Git Integration (Git Push, Git Pull, Git clone, SSH keys, Git automated deployment)
• Network troubleshooting (TCP/IP, DHCP, Shorewall / IP Tables)
• NewRelic configuration – Agent and license installation, APDEX score, APM settings
• CMS Migrations (via SSH/rsync, wget, SFTP) including WordPress, Magento, Drupal etc.
• Backups Management - on location and off-site (AWS S3) backups through rsnapshot and duplicity, restoration, retention policies and disaster recovery.
• Support of APIs – Full technical support to customers on helping out integrations between their CMS and Cloudways API, how to use Cloudways API with servers, testing and troubleshooting of APIs
• Alerts Monitoring – Integrated channels such as Slack, Hipchat, Sensu for receiving alerts related to server’s health (high CPU usage, RAM), Keep alive, service abuse alerts etc.
• Apache/htaccess rewrite rules, allow/deny IPs, rules for securing directories/files
• Varnish cache settings through CMS plugins (such as W3TC / WP Rocket for WordPress, Turpentine for Magento 1.X), VCL.

• Defined and improved the SOPs for providing best technical online support and daily updated them.
• Conducted training sessions for new inductees and existing employees and counseled them for improvements
• Created support tutorials, documents, delivered presentations, applied weekly updates and maintained them on a local FTP for the reach of all agents of the support department.
• Demonstrated strong observations on DSLAMs / ONU / Alarms
• Monitored the traffic of customers calls ratio and took necessary steps and measures to point the exact problem or down areas in the case of abnormal or burst traffic.
• Configured online smart TV and DSL modems for port mapping to ensure proper connectivity with HeadEnd via BRAS and Middleware.
• Conducted bi-monthly meetings with Mangers, Assistant Managers related to new technologies, innovations, planning for future services etc.
• Conducted counselings with new and existing technical agents, provided them coaching and tips about improving their performance (KPI's).
• Listened to recorded calls of technical support agents to identify their mistakes and weak areas for the continuous improvements and guided them accordingly.
• Resolved conflicts within team members and with other departments (Quality Assurance)
• Assisted Shift Supervisors in utilizing best-skilled agents and assigned them to relevant skill-based tasks.

• Troubleshoot and provided online technical solutions to Broadband, EVO, SmartTV customers.
• Assisted customer in configuring LANs i.e. assigning IP’s, DNS and default Gateway
• Escalated issues as needed and maintained communication with customers and technical teams.
• Collaborated with team members to share knowledge of issues and corresponded the resolutions.
• Conducted surveys, analyzed patterns of the customer issues and submitted reports to Supervisor and Assistant Manager.
• • Tested new portals/CMSs such as CRM (when it was first launched in PTCL), PTCL-MMBB portal, AAA Portal, EVO AAA etc. before they were fully implemented for all the employees, and reported bugs to Supervisors.

One year experience as an assistant lecturer at Govt.Jamia Millia Polytechnic Institute Malir, in which I instructed the following courses to the D.A.E. Electronics students.
- Amplifier Radio Receiver (ARR):
Introduction to Amplifier (audio voltage amplifier, common base and common collector circuitry, coupling of amplifier i.e. RF coupled amplifier, transformer coupled amplifier, direct coupled amplifier, feedback amplifier, I.F. amplifier etc., Radio receiver circuitry.
- Communication System - I:
Introduction to telegraph code, types of codes: Morse code, double current etc. Telephony instruments such as receiver and transmitter, telephone bell, mobile telephone and cordless telephone, Digital telephone exchange, MUX and De MUX, ADC, DAC, PBX, PCM, TDM, SDM, FDM, digital switching, time switching, space switching, Fiber optic transmission system, satellite communication, microwave communication etc.
- Electronic Devices & Circuitry (EDC):
Diodes & their applications, BJTs.

• Took live calls from Broadband customers and provided online resolution for issues related to PTCL's services
• Provided initial Layer 1 Support to customers, logged data into the database and registered their complaints in case they were unable to resolve online.
Troubleshoot issues related to Slow / No browsing, LAN settings
• Guided customers about bypassing splitter in the case of sync unsync issues
• Analyzed and filtered out customers issues and forwarded their live calls to Layer 2 agents with documenting appropriate remarks related to the matter.
• Monitored live traffic pattern and responded to Supervisor if found the likeness of common issues from the specific area for marking them as a "Down Time" after confirmation from NOC.

• Take live calls from Broadband customers and to provide online resolution for issues related to PTCL's services
• Provide initial Layer 1 Support to customers, logged data in to data base and register their complaints in case if unable to resolve online.
• Troubleshoot issues related to Slow / No browsing, LAN settings
• Guide customers about bypassing splitter in case of sync unsync issues, verify customer's Broadband package etc.
• Analyse and filter out customers issues and forward their live call to Layer 2 agents with inserting appropriate remarks relating to the matter.
• Monitor live traffic pattern and immediately respond to Supervisor if found likeness of same issues from specific area for marking them as a "Down Time" after confirmation from NOC.

• Troubleshooting of Mobilink cell sites including corrective and preventive maintenance of BTS Motorola Horizon Macro-I / II and BTS Alcatel Evolium
• Maintenance and troubleshooting of Alcatel BSS network issues
• How to diagnose fault on the interfaces of GSM 900, DCS 1800 and MW IDU
• Different types of alarms, TRX, CTU / CTU2, combiner, SUMA board, microwave IDU and ODU, IF cables, PCM cables, Feeder cables etc.
• Check the alarm cables are properly connected to DDF
• Performed as a BSS Engineer in the absent of BSS Engineer in which the duties were to visit Mobilink cell sites for preventive maintenance
• Fill out check list that includes checking the condition of electric equipments, shelter condition, checking all alarms in DDF box, checking groundings of rectifier’s cabinet, BTS cabinet, MW racks etc, taking battery test , cleaning the shelter room through helper and giving valuable comments and suggestions for corrective / up gradation or pending work.
• Coordinated with other team members such as electric technicians, rigger, Gen set technicians to make sure every thing is alright in preventive maintenance.