Career History

January 2010 - To Date

November 2007 - December 2009

Deployment and maintenance with extensive experience in the full life cycle of network solutions while understanding the project requirements and documentation.

Construct strong communication channels with customer based on comprehensive understanding of requirements and plan the operational activities of the Contact Centre while applying the operational strategy of Customer Care.

Coordination with 3rd party team for site readiness regarding structured cabling/labeling, racking/stacking, equipment mounting in Disaster Recovery Data Center.

Documentation, Proposals, Action Plans, SOPs, Network Diagrams using MS-VISIO and conducting Presentations.

Successful Installation, Configuration and smooth Operations & Maintenance of Cisco IP Telephony and Cisco IP Contact Centre (Enterprise) with over 80 Agents and more than 350 IP Phones at Warid Telecom in Congo.

The solution includes Cisco Call Manager, Cisco Unity, Meeting Place, Auto Attendant, Cisco Unified Operations Manager, Cisco Intelligent Contact Management (ICM), Cisco Customer Voice Portal (CVP), Cisco IP Interactive Voice Response (IP IVR), Cisco Voice over IP (VoIP) Gateways, Gatekeepers, Voice Recording, Screen Capturing, Email Interaction Manager, WebView Reporting, Cisco IP Phones and Conference Station. Together these products provide Cisco IP Telephony and Contact Centre solutions to achieve Intelligent Call Routing, Multi-channel Automatic Call Distribution (ACD) functionality, Interactive Voice Response (IVR), Network Call Queuing and consolidated Enterprise Reporting.

Coordination with Engineering team regarding deploying and patching of SS7 and E1 cables between Engineering Transmission Rack to IPCC Enterprise Rack in Data Center (Linked between Brazzaville MSC site to Warid Data Centre site) and successful testing for Inbound Prepaid, Postpaid, OMO, Outbound, Fax server and Meeting Place.

Successful Stress Release Testing for IP Telephony calls in IPCC Express cluster and NRFU Testing for “Cisco Meeting Place” and “Unity” as per the documents provided by development team.

Successful Migration from IPCC Express to IPCC Enterprise with minimal downtime.

Successful Integration between IPCC Enterprise and IPT cluster using Inter-Cluster Trunk.

Successful NRFU Testing and got Project Signed Off for phase 1 and phase 2 deployment.

Mentoring a Managed Service Operations (MSO) team of 4 Executive Professionals for IPCC/IPT operations.

Providing needful Trainings to Contact Centre Agents, Supervisors and Manager regarding different IPCC applications such as Outbound Dialer, Email-Web Interaction Manager, CTIOS Client application etc.

Ensuring high quality service is provided and maintained with minimal down-time during any migration.

Managing and Monitoring IPCC/IPT network using intelligent network monitoring tools like RTMT, SolarWinds, Cisco Unified Operations Manager and “CA Spectrum”.

Ensuring regular Backup and Recovery of all servers. Reviewing network logs and identifying critical and chronic network problems.

Troubleshooting in coordination with Cisco TAC Engineers by establishing real time Meeting sessions and by providing them the log files required for diagnosing the contact centre issues and ultimately resolve them.

Coordinating and managing the on-demand Video Conferencing interaction with Warid Congo, Uganda, Bangladesh, Abu Dhabi, Warid & Wateen Pakistan and Bank Alfalah branches in Pakistan.

Coordinating with EDN/DCN team for routine queries regarding network connectivity and security.

September 2005 - September 2007

Responsible for the continuous design and development of the network infrastructure by conducting research, topology and network analysis to determine optimal solutions for network enhancement.

Monitoring and troubleshooting network problems and setting up extra subnets, DHCP (Server and Client), NAT, configuring network devices such as Cisco Router and Layer 2 and Layer 3 Switches.

Assist users in bandwidth utilization problems and assist them in configuring network hardware like NIC, Wireless Access Points and Wireless and Ethernet Network.

Implemented Wireless LAN on Cisco Aironet 1300 Series.

Designing and Managing network security policy regarding users on the LAN/WAN network using ACL.

LAN/VLAN/WAN/WLAN planning, implementation and troubleshooting.

Analysis and documented the new network layout as needed to determine network performance problems.

Managing and configuring VLANs, trunks, EtherChannel and Inter-VLAN routing.

Installed and configured Cisco Catalyst 3750 switches to replaced Windows based DHCP Server to support and assign dynamic IP address to end users.

Installed Security Updates, Service Packs and any other OS Hot Fixes.

August 2004 - June 2005

Managing & monitoring day-to-day IT, Operational and Admin issues.

Managing a network of 60 computers & keeping record of whole IT Department.

Providing phone and desktop support to in-house users for PC (Win 2000/XP) troubleshooting, TCP/IP issues, internet, email, installing and configuring mail clients, browsers, uploading websites using FTP and troubleshooting of printers and software.

Responsible for network security regarding official data, viruses & misuse of PCs.

Providing IT assistance to different departments (Operations, Retention, HR, New Accounts, Collections, Recovery, Marketing, Sales & Customer Services).

Hardware/Software maintenance, updating programs, taking data backup of all departments.

Coordination with IT vendors & other IT officers in Credit Card Division regarding latest updates in IT sector of Bank.

January 2003 - February 2004