Voice/Network Engineer

A results-driven IT Professional with extensive experience in the engineering, administration, and support of information and communication systems. Possesses in-depth expertise in the implementation, analysis, optimization, troubleshooting, and documentation of LAN/WAN and Voice over IP (VoIP) network systems. Strong hands-on technical knowledge, complemented by CCNA and CCNP certifications, including specialized knowledge in voice technologies.

Proven ability to lead and motivate project teams to ensure successful project delivery. Demonstrated track record in diagnosing complex network and voice-related problems, consistently delivering effective and efficient solutions. Expertise includes, but is not limited to:

  • Network infrastructure (LAN/WAN) design, implementation, and management.
  • VoIP system deployment, configuration, and maintenance.
  • Troubleshooting network and voice connectivity issues.
  • Network and voice performance optimization.
  • Developing and maintaining comprehensive technical documentation for network and voice systems.”

Freelancing

A highly experienced IT and Contact Center professional with a 14-year freelance career, specializing in the delivery of impactful solutions. Proven expertise in the successful completion of 58 Amazon Connect Contact Center projects across diverse industries on Fiverr, demonstrating adaptability and broad industry knowledge.

Extensive collaboration with US firms including CloudCapital 360, Rambohouse Media LLC, and CCJMsolutions, delivering comprehensive projects encompassing contact center deployments, website migrations, and custom website development. Strong project management capabilities, demonstrated through successful leadership and execution of numerous projects, ensuring on-time and within-budget delivery.

Possesses a deep understanding of IT infrastructure and communication systems, coupled with a proven track record of diagnosing complex issues and implementing effective solutions.”

Why Work With Me

Experience  • Expertise • Proven track record

With 14 years of dedicated freelance experience and successful delivery of 58 Amazon Connect Contact Center projects on Fiverr, I bring a wealth of practical, real-world expertise to your projects. My proven track record extends beyond contact centers, encompassing website migrations and development for US firms like CloudCapital 360, Rambohouse Media LLC, and CCJMsolutions. I offer a unique blend of technical proficiency and project management acumen, ensuring projects are delivered on time and within budget. My ability to diagnose complex issues and implement effective solutions, honed through diverse industry experience, guarantees a results-driven approach. You can expect clear communication, proactive problem-solving, and a commitment to exceeding your project goals.”

Key Skill Set

Website Migration 85%
Intelligent Chatbot 80%
Amazon Connect Contact Center 92%
Wordpress Website Creation 85%
Doodle Videos 90%
I.T Level 1 and 2 Suspport 80%

Qualification and Certification

Aws Cloud Practioner (2024)

Cisco Certified Network Professional 2008

Cisco Certified Network Associates 2008

Dadabhouy Institute of Higher Education (2006)

Pakistan Institute of Professional Sciences (2003)

Sindh Madarsatul Islam Science College (2006)

The Chiniot Islamia Public School (1998)

Experience

Subject Matter Expert (SME):

As a Subject Matter Expert (SME) with over two years of experience, I specialized in the implementation and management of critical systems and projects, demonstrating strong technical and leadership skills. My key responsibilities and accomplishments included:

  • Ezalert System Implementation: Developed and deployed the Ezalert system, a real-time monitoring solution for device alarms and alerts. This system provided a dynamic dashboard for error tracking and automated email notifications to designated recipients, enhancing operational efficiency.
  • Amazon Connect Delivery Designation Badge Achievement: Successfully navigated the stringent compliance requirements for the Amazon Connect Delivery Designation Badge. This involved meticulous technical documentation and adherence to complex regulations, demonstrating a strong understanding of Amazon Connect best practices.
  • Website Development and Monitoring: Managed website development projects and ensured ongoing website monitoring for optimal performance and reliability.
  • Project Management and Monitoring:
    • Clearly communicated project goals and expected deliverables to consumers.
    • Proactively resolved project-related issues within my area of expertise.
    • Conducted thorough fact-checking of professional contributions to ensure data and information accuracy.
    • Collaborated with company leadership to develop comprehensive testing scenarios and validate test results.
    • Executed user-acceptance testing (UAT) to ensure project deliverables met requirements.
    • Validated the quality and accuracy of project and company deliverables.

Voice Engineer and Salesforce System Admin:

During a year as a Voice Engineer and Salesforce Administrator, I specialized in the integration of Amazon Connect Contact Center with Salesforce, delivering critical solutions and contributing to a unique humanitarian project. My key achievements included:

  • Amazon Connect Integration: Successfully integrated Amazon Connect Contact Center with Salesforce, including CTI adapter implementation and Single Sign-On (SSO) configuration, enhancing agent workflow and data accessibility.
  • Humanitarian Helpline Infrastructure: Designed and implemented the infrastructure for a pioneering helpline supporting Afghan migrants in the USA. This system facilitated simultaneous three-way calls between therapists, translators, and callers, enabling effective communication and support for complex challenges.
  • Customized Reporting and Analytics: Developed tailored reports based on specific data points, providing actionable insights for weekly and monthly meetings and driving data-informed decision-making.
  • Salesforce Data Streamlining: Leveraged Salesforce to consolidate and organize diverse data points, enabling efficient data classification and retrieval for various operational and analytical needs.

Voice Engineer and Salesforce System Admin:

For three years, I served as a Voice Engineer and Salesforce Administrator, specializing in the integration of TCN Contact Center with Salesforce. My key accomplishments included:

    • CTI Adapter Implementation: Deployed and configured the CTI adapter, enhancing agent productivity and call handling efficiency within Salesforce.
    • Single Sign-On (SSO): Established secure SSO functionality for TCN Contact Center within Salesforce, improving user experience and access control.
    • API-Driven Data Integration: Developed and implemented API integrations to transmit real-time TCN Contact Center data into Salesforce, powering comprehensive analytics dashboards for administrators.
    • Salesforce Administration: Managed and optimized Salesforce configurations, ensuring system stability and performance.
    • Pioneering Insurance System Contribution: Played a crucial role in the development of a groundbreaking insurance system—a first in the USA—that provides unprecedented customer insights from a single call. This system leveraged the integrated TCN and Salesforce data to deliver a holistic customer view, significantly enhancing customer service and data-driven decision-making.
    • Seamless Integration: Successfully implemented and managed the integration of the TCN Contact Center with Salesforce, enabling streamlined communication and data flow.

System Administrator:

  • One of the most prestigious educational institutions of Pakistan.
  • Work Experience in handling around 200 nodes.
  • Server management and maintenance.
  • Capable of deploying servers from scratch.
  • Infrastructure Involve Windows 2012 r2, Windows 2008, and Windows 2003 as servers, using Kerio Connect 7 as an email server a lightweight Email server for handling emails.
  • Provide remote desktop support in different branches of The City School, including all southern region branches.
  • Assist in hardware inventory management and monitoring in RO
  • Work as a hardware consultant to purchase new hardware.

Network Engineer:

I have served as an I.T Manager in Vacsolution. My area of experience entails managing the overall health of the network, server deployment, security, and ensuring network connectivity. I have been responsible for all the technical considerations in the organizations.

Project Completion

  • Windows 2008 r2 Remote desktop web access server deployment and maintaining Web hosting solution for vacsolution.
  • Smooth wall implementation on infrastructure for maintaining and securing the infrastructure.
  • Zimbra virtual appliance infrastructure implementation.
  • Exchange server 2010 deployment and maintenance. Familiar with the concept of how to make an exchange high-availability solution.
  • Trixbox VOIP implementation
  • Cloud based VDI solution in Windows 2012 r2 environment.

Network Engineer:

  • Work Experience of 1 year in the professional environment of UAE.
  • Designed and constructed a Network with multiple Network technologies and provide a centralized remote networking by which we control and troubleshoot network from one location.
  • Implementation of technology like trapeze in a multipoint environment and provide an integration with NAGIOS to manage security and auditing of their current network.
  • Working Experience in windows HPC 2008 in IBM 575 P series systems.

Network Engineer:

  • Implementation of Metropolitan-Area-Network to increase availability of field data at corporate headquarters and improve communications with field technicians.
  • Researched, negotiated, and instituted standard server configuration for remote sites, achieving 27% cost savings while establishing a corporate-wide server standard.
  • Performed impromptu security checks of servers and networks to verify adequate virus protection and compliance with corporate procedures.
  • Conducted training sessions for server administrators to collaborate on future plans and coordinate IT development projects.

Testimonials

Excellent implementation. Will continue to use for further developments.

 

accelair

Excellent implementation. Will continue to use for further developments.

 

Tubeonai

* * * * * 5 star service. Proficient and helpful, provided video outlining utilizing the service. Will continue to partner as business grows.

 

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