Mobile Number: +92345 4023985 Email: ali.zaib-pl@telenor.com.pk s.alizaib@gmail.

com

Syed Ali Zaib

House #112 Block A2 Valancia Housing Society Lahore, Pakistan Objective A position in a results-oriented company that seeks an ambitious and career conscious person, where acquired skills and education will be utilized toward continued growth and advancement.

Personal Information

Father`s Name Date/Place of Birth Marital Status N.I.C No Domicile Country

: : : : : :

Syed Munawar Hassan. (Late) November, 1985 / Lahore. Single. 35201-1340322-5 Lahore. Pakistan Pakistan

Languages Education

Speaking and writing: English , Urdu , Punjabi BS (CS) 4 years 2007 Intermediate In Computer Science 2003 Matric-2001

Fields of Interests in CS

1.IT Technology 2.Computer Networking 3. Programming.

Languages, Tools and Technologies

CS Related: C/C++, C#, J2ME Framework, Visual C++ 6.0 , Java, Jbuilder , JSP, Java Script, MS Access, HTML, Assembly Language, Microsoft Visual Studio, Visio, SQL Server Call Center Related Tools/Applications: Genesys EMPS (Call Center IVR Traffic Routing). Expert in IT-Technical support. Expert in Call center Technical Support. Genesys OCM (Outbound Call Manager). Avaya Configuration Manager, (Outbound Campaign Design, Agent Account Creation Deletion) Expert in Telenor (345) IVR operational Issues. Active Directory services. Windows server platforms 2003 & 2008. WDS (Windows deployment Service). DHCP Services & IP Management. VPN Support. RSA Support. VMware Support. Strong problem Solving Skills Network Related: (CCNA - Certified) Cisco ID: CSCO12247705. Learning CCNP for certification. Training received over VoIP, MCSE Training received from Corvit (LHR).

Mobile Number: +92345 4023985 Email: ali.zaib-pl@telenor.com.pk s.alizaib@gmail.com Extra-Curricular Activities 1. 2. 3. 4. Member of IEEE society at Fast-NU. Worked as a volunteer in SOFTEC 2005 & 2006 Participated in IEEE Coder competition 2005 at Fast-NU. Worked as a volunteer in IEEE Week 2005 at Fast-NU.

Mobile Number: +92345 4023985 Email: ali.zaib-pl@telenor.com.pk s.alizaib@gmail.com Work Experience

TELENOR (Pakistan). Working as Contact Center Technology Services Support Officer (Technology Division) Since 7 June 2010 till to date. Key Responsibilities:
Ensure smooth operation of BSS applications required for Call Center such as (Siebel-CRM, CxPress call records , GENEVA Billing System, NICE- a recording solutions for Call center, ADT inbound calling solution, AVAYA VoIP architecture, GENYSIS solution for Contact Center, HYPERION data base reports for call center Agents statistics, KBOX & MS SCCM software library, KASPER Antivirus, PMP, IBM Tivoli ITIM ) Maintaining KPI via HP service manager, resolving Trouble Tickets logged on service manager according to the SLAs agreed. Looking after 345 IVR operational Issues. Daily IIS & health check of IVR inbound & outbound webservers. Handling business queries of IVR Level1 & Level II & customer complaints. Providing Technical support (IT helpdesk) and deploying IT projects for Contact Center Technology for smooth Business operations and providing technical enhancements within the organization. AD/ITIM tasks Support, New AD account creation, deletion Email id/group creation deletion etc. Contact Center Reporting (Outages + Incidents Call Trends). Leading point of contact for Multiple Insourcing projects (DiGi Voice, web chat, Email DTAC, MCP Project). Handling complaints of Contact Center DHCP. Responsible for operational escalations of CC to Vendors, TP Teams & follow ups till the time of resolution. Insourcing Projects VPN support and configurations. Training received on Thin Client Environment (SUN micro system/virtualization)/Responsible for maintaining its current operations. Ability to give precedence and handle several tasks in a highpressure dynamic environment like Call Center. Good understanding of Business Support Systems. Interaction with internal Customers and external vendors (AMFCO, APOLLO Telecom, DWP Technology, TECHACESS Pakistan). Monitoring & trouble shooting of Different day to day challenges. Resolving all issues as per the defined Service Level Areas with business

Tricast Media (Pakistan)

Worked as QA Engineer at Tricast media private limited. 2008-2010 Key Responsibilities:

Mobile Number: +92345 4023985 Email: ali.zaib-pl@telenor.com.pk s.alizaib@gmail.com Trainings Received CCNA (certified) IP Networking Innovation Effective Communication Skills

Career Projects

ESS-FAQs base is an internal web based SharePoint portal designed to facilitate

TP end users. So that they can solve their issues with the help of that portal instead of contacting to the Local ESS Desk.

ESS-Knowledge base is an internal web based SharePoint portal in which

solutions of routine problems faced to ESS Team are defined

Sports References Contact

Cricket, Snooker, Table Tennis, Bad Minton, Computer Games.

Will be available upon request. Address: House #112 Block A2 Valancia Housing Society Lahore, Pakistan Mob: +971 562672248 (UAE), +92345 4023985 (PAK) Email: ali.zaib-pl@telenor.com.pk , s.alizaib@gmail.com