Qasim Mahmood

24/7 high availability of all network systems in the Network Operations Center.
•Oversee troubleshooting for system errors, Provide help desk support for network issues
•Provide technical support either by phone, remote access or site visits as needed. Evaluate and resolve connectivity IT issues, equipment, software, Networking & hardware.
•Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
•Using OKTA authentication application to access Service Now ticketing system and other tools to troubleshoot the issues in set ETA
•Monitoring network equipment and servers.
•Discover and escalate issues that have caused a loss of service or quality of service issues for our customers.
•Having working Knowledge of DNS, DHCP, Active Directory, Networking Issues, Desktop issues

standard and approved hardware and software (operating systems and standard office applications) support and maintenance on desktop devices for their entire lifecycle (including the remote management of desktop devices using appropriate tools).
•Support, manage and maintain the configuration and installation of the desktop, including patch updates and hardware replacements.
•Identify and obtain from the vendor any spares required to respond to incidents and ensure that the customer is kept informed of any resulting delays.
•Maintain a high level of communication at all times with the customer, colleagues and senior members of
staff and provide timely updates to the Service Desk so that progress against each individual incident can
be updated as required.
•Provide assistance for Installation, configuration, and administration of hardware and software IT user Support in the service Desk/User Help Desk

implementation of ERP projects (Tele Radiology, Home Sampling, Payment Gateway Integration, Collection Center Individual User Gateway, Clinics).
•Successfully managed 90% of the home sampling leads landing at the 167+ Collection centers.
•Collecting and Reporting of all projects (technical/non-technical) to MIS and relevant departments.
•Providing training to Collection Center staff on using ERP/Hospital Information System Related Software.
•Providing assistance for hardware (Windows, MS Office, Printer, etc.) and technical (Software applications) issue to Collection Centers.
•Assisted 3rd Party audit for Collection centers to achieve JCI accreditation.
•Making SRS (Software Requirement Specification) for new products according to corporate client business requirements.
•Target based implementation and user training for module finalization.
•Regular implementation follow up and its reporting to management.
•Developing and maintaining product documentation, reports and workflow.

Quality and Patient Safety - Patient Relations Executive
Shaukat Khanum Memorial Cancer Hospital & Research Centre

Established Departmental Policies and Procedures, Objectives &