Ali Raza Khalid
Manager Technical Support
Sharjah,UAE
Summary
Dynamic Technical Support Manager with 8 years of experience leading all phases of diverse IT projects. Leverages strong business, financial and technical acumen to drive continuous process improvements, increase competitive advantage and bolster bottom-line revenue growth. Detailed and organized with proven strength in aligning business goals with technology solutions. Agile and Waterfall expert with track records of producing high-quality deliverables within timeline and budgetary constraints.
Overview
13
13
years of professional experience
2
2
years of post-secondary education
5
5
Certifications
4
4
Languages
Work History
Technical Manager
Logon Broadband
Karachi, Sindh
02.2021 - 10.2021
- Liaised between business and technology units to manage delivery schedules for applications.
- Developed suggestions for technical process improvements to optimize resources.
- Drove revenue by 23% through enhancing collection payment system.
- Evaluated customer impact risk, reputation risk and regulatory risk.
- Designed, implemented and monitored integration between applications while coordinating updates and developing test cases.
- Recruited and trained IT team members.
- Headed and successfully managed multi-department rollout of robust, flexible and secure electronic data interchange.
- Assisted product owners with prioritization of backlogs.
Technical Support Engineer
Etisalat
Sharjah, UAE
07.2015 - 01.2021
- Managing different field teams of GPON, Legacy, WiMAX & Fixed LTE, ISP& OSP
- Support technicians for LEGACY,GPON new Provisioning, Migration and fault, WMAX & LTE
- Approaching technicians to make sure quality of work meets desired SLA
- Coordinating with different sections (Planning, IT, L2 Support, Fulfillment, R&R, Radio) to achieve
- PI standard set by Management
- Familiar about CBCM, WFM, PMS,LOCNET, CUSTOMER LOCATER, ENRM,GDPT
- Preparing regular progress report for completed stage of work and reported to manager directly
- Escalating site access issues with concern departments, and make sure requirements from FME is fulfilled and arrange joint visit with field maintenance team
- Follow escalation procedures and described methodologies, initiating investigation problem reports with Layer 2
- Provide full support to field teams via coordination on technical & operational issues related.
- Served as primary point of contact for support relating to owned solutions and products.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
Technician GPON
Etisalat
Fujairah, UAE
09.2012 - 07.2014
- Completion of New Provisioning and Faults of Broadband services (ADSL, PSTN & IPTV)
- Planning, Execution & Installation of Broadband services.
- Configuration and troubleshooting of HUAWEI Optical Network Units (ONU), OT550, HG851and ZONE 2520 for Fibre Connection (FTTH), for GPON Technology.
- Installation and Configuration of Switches and Routers (Linksys, Aztec, Siemens Giga set, Speed Stream E-652 and E- 658, TP-link, D-Link, Net gear & Belkin). Configuration & Installation of IPTV Set top box and PVR (personal video recorder.
Inventory Manager
Naheed Super Market
Karachi, Sindh
01.2010 - 09.2012
- Labeled, organized and located inventory items in staging areas or on shelves according to quantity, size or type of material.
- Collaborated with purchasing and production to maintain levels of quality and on-hand inventory.
- Trained new staff on job duties, company policies and safety procedures for rapid onboarding.
- Conducted research to address shipping errors and packaging mistakes.
- Utilized SAP Business One to prepare and maintain records and reports of inventories, price lists, shortages, shipments and expenditures.
- Strengthened inventory processes to balance supply needs with budget and space limitations.
IT Administrator
Shezada Security Services
Lahore, Punjab
02.2008 - 01.2010
- Evaluated business requirements, leveraging information to forecast costs relating to hardware, software and consulting.
- Interfaced with high-level client personnel, collecting performance feedback and integrating positive and negative evaluations into future IT policies.
- Created remote service interaction scenario manuals, defining appropriate triage and response policies for common ticket types.
- Implemented and managed wireless devices, multi-site network infrastructure, business intelligence development and implementation.
- Played key role in on-going network design, reevaluation and optimization to keep pace with company growth.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Worked closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose.
- Communicated regularly with customers concerning data exchange and technology integration.
Education
Bachelor of Science -
Karachi University
Karachi 03.2010 - 01.2012
Skills
Team collaboration
End user support
Technical process improvement
Cybersecurity
Helpdesk support
Change Management
Routing Management Planning
Certification
Microsoft Azure Fundamentals
Timeline
Technical Manager
Logon Broadband
02.2021 - 10.2021
Fortinet NSE1
11-2020
Fortinet NSE2
11-2020
Aviatrix Certified Engineer
10-2020
CyberArk Certified Trustee
10-2020
Technical Support Engineer
Etisalat
07.2015 - 01.2021
Technician GPON
Etisalat
09.2012 - 07.2014
Bachelor of Science -
Karachi University
03.2010 - 01.2012
Inventory Manager
Naheed Super Market
01.2010 - 09.2012
IT Administrator
Shezada Security Services
02.2008 - 01.2010