Burhan Mahmood Mughal

• Map out training plans for current and upcoming candidates.
• Design and develop training programs (outsourced and/or in-house)
• Market available training to employees and provide necessary information about sessions
• Conduct organization-wide training needs assessment and identify skills or knowledge gaps that need to be addressed
• Design, prepare and order educational aids and materials
• Assess instructional effectiveness and determine the impact of training on employee skills and KPIs
• Gather feedback from trainers and trainees after each educational session
• Partner with internal stakeholders and liaise with experts regarding instructional design
• Maintain updated curriculum database and training records

• Organizing an archiving system.
• Labeling, sorting and categorizing documents for ease of use.
• Retrieving documents upon request.
• Outlining a long-term storage strategy.
• Adhering to regulatory requirements.
• Working with colleagues to ensure consistency of documentation practice across the company.
• Training employees on efficient documentation usage.
• Assisting with both internal and external audits.
• Ensuring documentation integrity.
• Controlling access to documents.
• Removing documents that are obsolete.
• Utilizing storage software and applications for electronic filing.
• Performing transcription and conversion work.
• Proofreading documents upon request.
• Creating, Maintaining and Updating Diaries.
• Submission and Completion of Diaries with Etisalat Higher Staff
• Maintaining and Updating of records by creating blueprints/As-Builts

• Configuration and installation of VOIP, IPTV, and Internet systems at Residential location.
• Managing and installation of different routers, switch and extenders such as D-Link, TP-Link, Cisco, Mediatrix c7 and Etisalat products.
• Coordinating and managing team to provide technical support.
• Monitoring and managing faults and providing modification and cessation support.
• Migration of all copper topology to GPON FTTX and FTTB topology
• Providing Triple Play services Internet, IPTV and VOIP using ONT’s such as Huawei, Zhone and Alcatel.
• Communicating with respective OSP and ISP teams for installation of Multimode Fiber Cable.
• Communicating with specific back office in regards with network or service errors and their provisioning.
• Providing repair using SC/APC managing the power levels of Optical Fiber at FDH, Mini ODF and customer side.
• Installation and repair of CAT 6/6a and CAT 8/8.1 cable, RJ45 and RJ11 connectors and trunking.
• On-Field Supervising and Installation of GPON network.
• Testing the link from Exchange to Splitter (E-Side) and from Distribution side to Customer Premises (D-side).
• Migration of different access technologies to GPON.
• Extensive use of soware such as COMARCH, FSM, ENRM, Etisalat Eye
• Contact Client's in regards to required service using FSM and updating the records extensively.
• Achieving maximum KPI’s for provisioning of new services and generating maximum SLA management for Complaints.
• Providing up selling support to the customer in-field if and when necessary.

• Creating strategies for all Marketing teams, including Digital, Advertising, Communications and Creative
• Training new candidates on technique of Cold Calling and Sales.
• Bringing in Business opportunities for Rebranding of their online profile and preparing proposal according to customer’s business profile.
• Communicating with potential clients and providing them branding, positioning and pricing strategies.
• Coordinating with the businesses and clients to achieve maximum efficiency.
• Identify opportunities to reach new market segments and expand market share.
• Contact Client's in regards to their Business and sensitive information.
• Updating Clients record and providing them with best solution.
• Monitor competition (acquisitions, pricing changes and new products and features) and adjusting strategies and procedures accordingly.
• Ensuring all relevant communications, records and data are updated and recorded.
• Prepare and manage monthly, quarterly and annual budgets for the Marketing department
• Set, monitor and report on team goals.
• Tabulating all necessary clients’ information using MS Excel.
• Communicating with clients using CISCO VoIP telephone, Five9 and Skype

• Contact Client's in regards to their files and sensitive information.
• Updating Clients record and providing them with best solution.
• Contacting relevant service provider and providing them with customers’ requirements.
• Receive calls and emails from potential customers, e.g. queries and requests and bring new business to the company.
• Ensuring all relevant communications, records and data are updated, recorded and secured.
• Escalating relevant issues to supervisor or floor manager in order to understand and develop my skills
• Processing Clients order forms.
• Monitoring random calls to improve quality, minimize errors and track operative performance.
• Providing technical support to the office and keeping up to date with current situation.
• Ensuring maximum team effort in office.

Understanding the different topologies working throughout Pakistan
Understanding the difference between GPON and M/C clientele
Coordinating with technicians on site for Fiber Optic repair
Providing best solutions on Fiber Optic repair in minimum time
Keeping an up-to-date record on all queries, problems and issues.

Handling inbound calls
Providing solutions for Customers complains
Increasing sales
Providing Customers with Internet and Home Security Packages
Handling all inbound Complaints and providing solutions
Reaching daily target goals