اعجاز كريم

- Responsible to monitor and manage customers IP routers/ Switches/ CCTV Cameras/ Microwave Links and Optical Fiber Links through a centralized Network Operation Center.
- Dispatch/manage recovery teams to restore services in case of fault/ outages.
- Coordinate with customers(PTCL, NTC, HEC, BoK etc) for any ongoing event and providing them frequent updates.

• Strategically 8-Market Areas & 4-EH Recovery Centers, ERC AMEI, ERC EUROPE & ERC AMERICAS. Responsible for ensuring the quick delivery of Customer Support services, as specified in the Service Level Agreements (SLA) with Ericsson’s customers.
• Ensuring the creation of a short-lived project within cost and time constraints, gathering adequate resources to establish a recovery team as soon as the CSR is created and finally recover services.
• Additional responsibility of SPOC for Customer Support Delivery Platform (CSDP) development team. Providing feedback, follow up of statistics Emergency Handling RL/ Performance Manager (Network Operations)
ERICSSON Beijing 2013 - 2018

HIGHLIGHTS:
• Strategically 8-Market Areas & 4-EH Recovery Centers, ERC AMEI, ERC EUROPE & ERC AMERICAS. Responsible for ensuring the quick delivery of Customer Support services, as specified in the Service Level Agreements (SLA) with Ericsson’s customers.
• Ensuring the creation of a short-lived project within cost and time constraints, gathering adequate resources to establish a recovery team as soon as the CSR is created and finally recover services.

• Additional responsibility of SPOC for Customer Support Delivery Platform (CSDP) development team. Providing feedback, follow up of statistics and monthly trends in emergency handling. Introduced the concept of Widgets based Dashboard in each ERC hub, displaying real time data for ongoing events globally.
• Testing and providing feedback to the development team for IOS & Android based mobile apps launching for readily updating Customer, Customer Units & Ericsson Higher Management with Push notifications for all ongoing incidents.

• Joined business development marketing team as biding manager/Technical Sales team in Pakistan to oversee NGN/Access Network related products and providing fixed broadband rich services (B2B, B2C) BBWF specifications based product solutions.

• Leading the bid team for the production of customized and competitive proposal within a given time frame ensuring the bid response comply with the agreed strategy in respect of conformity or deviation to/from the tender.

• As Technical Writer, continued forward progression with this leading telecom (fixed / mobile) equipment provider for the creation of product manuals and training materials for Access Network and Next Generation Network.
• In liaison with SME’s, R&D engineers, and customers gathered product responses to overall improve quality of media flows, related protocols, and troubleshooting manuals.
• Wrote all three types of DITA topics i.e Concept, Task, and Reference. Worked as Architect and created whole set of manual of MSAG5200.

- Responsible for Operations and Maintenance of (EWSD)
SIEMENS Switching System at OMC-I Satellite town Rawalpindi.
- Managing exchanges including DTEs, MSUs and RLUs connected
with OMC for alarm monitoring and troubleshooting faults.
Control and management of routing/charging database for PTCL
Exchanges.
- Maintaining system/ Emergency backup and restoring system from
the backup in case of major fault.
- Deliver training at ITC Islamabad for in-service EWSD course.

- In Riyadh Technical Assistance Support Center (TASC) I was
responsible for monitoring alarms/informing related Maintenance
Centers and coordinating with the troubleshooting teams related to
the Microwave/PCM network and Long Distance Network for the
Saudi Telecom Project.
- Additionally accountable for liaising with 3PPs and STC to
approve the authorized downtime and communicating the same
with troubleshooting teams.
- Maintaining history of trouble tickets and activities performed
during the restoration process to use it as a knowledge base for
future problems.