Waqas Akram

As Senior Service Fault Management Engineer for Hoshan Group, which contracted out the largest Managed Service Transport Project in the Kingdom of Saudi Arabia. Actively Contributing in Service Fault Management Technical Team.

• Closed first-time tickets quickly and met resolution volume requirements.
• Coordinated with Technical Support, Service Provisioning and Wholesales teams to deliver network services at or above SLA requirements.
• Applied engineering methods for sound product design to manage understandable execution of calculations and best practices.
• Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support NMS applications.
• Established positive working relationships with users to quickly resolve problems.
• Adapted and modified standard techniques, procedures and criteria to solve complex problems.
• Initiated improvements to operational efficiency of network, Analyzed and interpreted complex data from multiple sources.
• Updated internal customers regarding open tickets and status of resolutions.
• Worked to maintained Network Components according to Established guidelines and best practices.
• Kept detailed documentation on each support ticket and added lessons learned to knowledge base.
• Worked closely with Network Administrators and OSS Engineers to deliver quality service.
• Assessed effectiveness of program policies and provided recommendations for improvement to enhance Transport Operations.
• Resolve Problems, Improved Operations and Provided Exceptional Service.
• Created graphical reports to visualize network performance and uptime to Management Members.
• Met with Customer’s onsite to better understand project needs, discuss potential technical issues and resolve concerns.

Previously worked for Huawei Technologies Co., Ltd. as a Senior Telecom Engineer - NOC in the Managed Service Transport Project of Saudi Telecom Company under sponsorship of DETASAD (German subsidiary of Deutsche Telekom). Served as a member of the Technical Team in charge of Network Fault Management. The primary duties to work on the Kingdom Vide Optical Transmission Network & Systems (Optical Fiber, DWDM, SDH, & Microwave) are as follows:

• Handled responsibilities of providing 24x7 Network Fault Management in production environment.
• Perform troubleshooting analysis of Multi-Vendor Servers, Workstations and Associated Equipment’s.
• Troubleshooting and Fault rectification with accuracy for minimum response time.
• Managing and fixing the network and equipment related issue to meet 100% SLA up-time standards.
• Conducting, Planning & Execution of Maintenance Down Time (MDT) & Threatening Condition (TC).
• Upgradation, Migration of NE, Links & Rings in planned MDT’s & TC’s to meet the customer demand.
• Liaises closely with all STC National & International Counter Parts on the network’s day-to-day affairs.
• Disconnecting, relocating, installing, reconfiguring & upgrading equipment as per Network demand.
• Planning and Implementation of alternative routes for services & backup restoration.
• Identification of exceptions, risks in service restoration & highlighting the exceptions to management.
• Sync with Change Management, Implementation, Integration & PAT Teams as part of daily matters.
• Part of forming NOC Processes, Disaster Recovery, SOP, WLA & TS Procedures.
• Familiar with NOC, O&M, Fault Rectification and technical support work flow.
• Execute system configuration changes as per given access right.
• Project Management of the running services (Response, Restoration and Resolution Time)
• On time escalation and follow up of outstanding issues to Level-3.

Earlier Employed in World Call Telecom Limited (Omantel Subsidiary) in Lahore, Pakistan as Executive NOC Engineer in there Long Distance International Operation and Maintenance department. Main Responsibilities are as follows:

• 24/7 monitoring the whole network of LDI using network monitoring system.
• Analyzing international traffic stats, graphs, alarm and identifying network performance issue.
• O&M of NGN network including LHR, UK NSN & LHR, FRK HUAWEI SOFTX3000, UMG-8900.
• Interconnect LDI Soft Switch with other GSM MSC, CDMA MSC, using the TDM/IP protocols.
• Configuration for new SIP & H323 interconnects through SBCs
• Implementing routing plans for national & international traffic.
• Routine creations & trouble shooting with other interconnect partners.
• Monitoring of all LDI POPs and co-ordination with the Site Engineers at different regions.
• Traffic Analysis based KPI during routine days & peaks hours to suggests increase/decrease the resources.
• Manage & Generate Fault Reports through corrective follow up by using the Trouble Ticketing system.
• Preparing Router, Network, Media Status and ADPH Reports for overall network.
• Extraction of CDRs using FTP on daily basis from the Soft Switch for the billing purposes.
• Coordinate with Nextone support (Verscom) for all necessary issues and upgradations.
• Implementing Routing plans for different calling cards products.
• Uploading/modification of Tariffs for different Vendors, Resellers & products.