Muhammad Hassan Syed
Contact: +971566921165 ~ E-Mail ID: [email protected]
-------------------IT- TECHNICAL SUPPORT ANALYST--------------
Dedicated professional with close to 5+ years in mer IT Network support, gained strong knowledge in understanding the market and analyzing requirements of the industry / handling customers, seeking for assignment as QA / Technical Support Analyst with an organization of high repute.
----------------------------------------CAREER SUMMARY--------------------------------------
• Highly motivated and result oriented IT professional with strong knowledge in understanding the Software Development, Testing, Technical Support, expertise in analyzing data for smooth functioning of organization
• Demonstrated excellence by extending IT technical support for Telappliant (UK based company) by working remotely.
• Hands on experience in configuring and installing SQL Server Express Edition 2008, SQL queries, IIS on Win Server 2008, Win 7- Ultimate & Professional, Win XP, configuring windows rights for application
• Expertise in testing the software applications, developing test cases, looking out for defects, tracking & communicating test results / analysis / unresolved problems using test management tool
• Experienced in analyzing system needs, evaluating end-user requirements, custom designing solutions and troubleshooting for complex information systems management
• Deft of knowledge to identify and involve key stakeholders to gather requirements information, assess, prioritize and draw logical conclusions from the provided data.
• Ability to provide overall leadership and gain detailed understanding of the company, its technical department work flow, customers, competitors, products, opportunities and threats
• Versatile professional with ability to manage competing business development priorities in a complex environment
• Configure, install hardware/software devices.
• Experienced in troubleshooting network issues.
• Handled ticket SLA’s.
----------------------------------------TECHNICAL SKILLS--------------------------------- Languages: SQL, Java (Eclipse), C#, .NET application (backend logs reading).
Testing Tools/ Monitoring Tools /Technologies: Wireshark, Jira, Oracle Communications Operations Monitor, IPNosis 8.3.1, Softphones (X-lite, Zopier, Bria, MicroSip etc), Hardphones (Cisco, Grandstream, Yealink etc), Switches/Routers, SIP Trunks, Hosted PBX (VoipOffice), Free PBX, VoIPOffice Communicator, Switches, Routers, Firewall, VOIP Telephony Applications.
Ticketing Portals/Web Tools: Zendesk, Ready Desk, Alactel Portal, Teamwork, Opentalk Portal, Salesforce.
Operating System: Windows Server 2008/2012, Linux.
Database: SQL Server Express/Standard Edition 2008/2012, MY SQL.
Technical Documentation: IP Phones/PBX/Routers configuration guides and Product Documentation
----------------------------------------WORK EXPERIENCE---------------------------------- One Wood/Telappliant Technical Support Analyst Dec’15 to October’18
Key Result Areas
• Accountable to work remotely(40 hours/Week) for Telappliant ( UK based company) as Technical Support
Analyst, attended conference call with London Technical team on daily basis to discuss and understand issues,
managed tickets on 1st line and 2nd line tickets.
• Assigned tickets to other teams and also distribute tickets to our Pakistan team.
• Responsible to make sure that tickets will be completed within required SLA (Service Level Agreement)
Responsible for receiving inbound calls and pass over to relevant departments.
• Responsible to resolve issues by providing support over call or help remotely to customer, if required escalated
issues to 3rd line. Monitored the performance of their Server/Proxy/Gateways on time through “Oracle
Communications Operations Monitor” tool
• Responsible for efficient and effective analysis and resolution of customer issues related to software products,
analyze IP call flow for issue resolution.
• Responsible to configure and resolve Hosted (VoipOffice) issues as per customer requirements, trouble shoot
call quality related issue, voicemail, fax2email, call forwarding, soft phone, hard phone, router, adapter, routers,
switches and also assist customer in their network issues.
• Responsible to prepare User Manuals/Admin Guides for specific customer.
• Raise tickets with other carriers/ISP/other providers to resolve customer issues.
• Responsible for troubleshooting network issues.
• Also responsible for handling upselling queries.
Amigo and Ghost Pvt Limited Application Support/ Testing Engineer
Feb’14 to Nov’15
Key Result Areas:
• Responsible to deliver 24/7 support to customers, follow-up on inquiries coordinate with relevant
stakeholder to complete task on time, ensured to review front & back end, other application interfaces
and logos for troubleshoot.
• Responsible to work closely with Project Manager and Test Engineers in writing test plan and test cases
after analyzing the requirements, worked on all new application deployments/installations &
commissioning, site up-gradations
• Responsible to troubleshoot web based & server/client application by analyzing the application logs,
wireshark traces, call flows & CDR for voice application and complete lifecycle of support tickets
through a support ticket system.
• As Testing Coordinator responsible to liaise with Test Engineer & Developers, managed testing and
validation for new releases, patches, hot fixes with quality ensured
• Conducted testing on web based, server/client application, created test cases, plans and scenarios for
smooth work process, performed several test related to integration, system, function, acceptance,
installation, regression & smoke on company product, provided feedback for better design and usability
• Actively coordinated with the development and R&D team for issue resolution, managed to identify
common issues and provide inputs for improvement
• Responsible to prepare daily and weekly sheets for Support and QA team, maintained strong knowledge
base and FAQ about products, issues faced on client site for better performance
• Responsible to train team members about products, communication process to be followed while
communicating with BP/end user via email/telephonic conversation, assign task to team members as per
priority
• Responsible to monitor and provide level 3 technical support to Global Projects for all Amigo Voip
Telephony/CTI applications. such as OmniPCX RECORD Suite, OmniPCX Screen Capture, OmniPCX
Attendant Console, OmniPCX Quality
• Monitor, Quick RECORD ensuring they are working with ALU PBXs, IP Touch, Digital and Analogue
Phones
Casdo Digital Intern Sep’13 – Jan’14
As an Android developer Intern I was responsible to develop an application for Smart phone for making Online Food order.
This application helped user to locate restaurants in specific are through GPS / Wifi visit their page, view the menu and place
order for food online.
---------------------------------------PROJECT COMPLETED---------------------------------------
Data Protection Application for Android (Final Year Project).
Technology: Android
Environment: Eclipse
Language: Java Database:
SQLite.
The objective of this project was to create an application for privacy which helped to hide your personal details in
mobile phone – contact, messages & images. During installation of the app it will help the user with guided tour
for its proper usage; the user needs to set up a personal pin code for security purpose and then they can start using
the app.
Air Ticket reservation system. (Software Requirement Engineering)
Responsible to gather complete requirement before development, checking its scope and limitation according to
software engineering rules.
---------------------------------EXTRAMURAL ENGAGEMENTS-------------------------------
Received 2nd prize in Arcade Gaming in Punjab Youth festival 2014
Received 1st Prize in Arcade Gaming in Punjab Youth Festival 2012
Actively participated in Arcade Gaming in several reputed institutes - FCCU, GIKI, FAST ( lhr, Islamabad),UET,
Lums
--------------------------------------------ACADEMIC DETAILS-------------------------------------
2013: Bachelors (BSSE) from Forman Christian College
2007: 12th from Islamia College Civil Lines
2005: 10th from Lahore Model School
------------------------------------------PERSONAL DETAILS------------------------------------------
Date of Birth: 29th Mar 1990 | Address: Abu Dhabi, UAE