1-Serve as the initial contact for reporting technical issues from Core to Aggregation, then Access level network like OLT or MSAG or NE to at user end.Fiber and cable cuts of FTTX & XDSL network outages and answering queries regarding upgrades, installations,Network Management, Network Performance , Monitoring through multi vendor NMS (ZTE, Huawei, Nokia,FiberHome ) ,Solarwinds and other Network tools.2-Fault Segregation using Nokia Network Analyzer fiber / copper, NMS, EMS Faults locations , Alarms , fault history , coordinating with technical teams to fix the issues for GPON and Broadband XDSL and IPTV,PSTN related services.3-Managing Passive Tickets via IBM Maximo, coordinating teams for Proactive Care routine wise.4-NGN Network Operations ( Network migration , configurations, arrange necessary measurements to avoid any interruption in internet traffic ).5-Generating network faults reports to improve reliability of network infrastructure.6-Continuous and effective coordination with vendors and follow-up with other teams respect all network/customers activities (Customer operations, maintenance, engineering, etc). Perform Fault localization and troubleshooting.7-Handling tickets generated by clients and customers , to follow up strongly to solve their issues using all available resources.8-User admin, and related tools;Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation (perclient guidelines).9-Document RCAs , perform KPI reports, statistical analytics and configuration manual.10-Perform acceptance testing of new products and solutions and document detailed testing reports.11-Dealing Smart TV application related issues ( Channels missing ,login related, billing related).12-Leading a team to train team members staff to perform technical actions on network faults

Worked within the Network Operations Center as a Customer Support Executive1-Managing and maintaining the of troubleshoot tickets, escalation and coordination with peers2-Accountability of sessions, responding to service request list and assigning task to field operators.3-Monitoring of Network Entities and their troubleshooting via mentioned below tools
i- Worked on NMS & multi vendor Switches : ZTE Netnumen U31 ,ZXDSL-9800V3x, C300Mv4, MSAG5200V3, ZXVMSE 100 Management System ii- Huawei Imanager U2000 Unified Network Manager .Huwaei imanager N2000 , Huawei Smart AXMA 5600T,S7700, S9700iii-Alcatel AMS Luccet 5520iv- Fiber Home UNM2000v- Solar Winds , Krone Portal (MMBB) , Motive ( Nokia) , Oracle CRM4-Network Components dealed : SDH, PDH, MSAG , DSLAM , MSAN , OLT , ONT , ONU , Modems( XDSL)5-Managing HSI Vlans and Monitoring BRASs6-Implementation experience of Protocols: MPLS , EIGRP, BGP OSPF,RIP,STP,ARP,RARP,ICMP,LACP,DHCP, DNS7-Configurations of Network Operations related issues through telnet , SSH1 , SSH28-AAA Management WEB Admin ( Static IP related ) , STB ZXV10 SLCS Management For OTT and IPTV, Managing ACLs9-HPE Service Manager ( Ticket Management tool) , TIM IP Management Client 10-Software and Hardware Installation

Worked as Customer Support Executive1-Provided Customers Support on Calls ( Inbound + Outbound )2-Answered billing queries , Technical queries.3-Managed Oracle CRM , Trouble Tickets on AAA.4-Dealing with Ticket resolution and making customers are fully aware of their status.5-Technical trouble shooting of emails related issues i.e PTCL SMTP server domain issues6-Technical trouble shooting of internet related issues i.e Authentication , internet not browsing etc.7-Technical trouble shooting on Windows OS & Linux OS 8-Technical trouble shooting of PTCL Wireless ZTE & Huawei Devices (4G+3G+2G)9-Managed PCRM (for Wireless Devices)10-Technical trouble shooting of Smart TV and OTT related issues11-Configurations of XDSL Modems 12-Configurations of Smart TV Box 13-Configurations of dial up on windows

Worked as Internee
Two Months internship in PTCL ROC (Regional Operations Center) Lahore
1- Network Monitoring on multi vendor NMS i.e ZTE , Huawei , Alcatel i- Checked fiber cuts and Alarms monitoring ii- Checked NE battery levels stats 2- Checked MSAG, DSLAM Cards Status and their Configurations.3- VOIP and XDSL configurations on ZTE & Huawei Soft Switches 4-Coordination with field staff to fix MSAG , DSLAM and fiber cuts related issues