Ejaz

EJAZ KARIM House No.CB-705/4, Street No.2, Millatabad Rawalpindi Cantt. Punjab Pakistan Cell: - Email:-Summary Dynamic professional with 15+ years of international working experience in Telecom Sector including Technical writing, Bid Management, and Emergency Recovery management. Strong familiarity with customer support management and ability to work under pressure and multitasking. Lead recovery team and event reporting. Solid educational background in Information Technology. A constant performer with an eye for detail and problem solving. Good understanding of Atlassian Confluence (Server + cloud) for project documentation and team collaboration. Education Master in Information Technology (MIT) CGPA 3.0 / 4.0, Pakistan - 2003 Career Highlights Technical Writer Free Lancer 2018 - 2022 HIGHLIGHTS: As Technical Writer, working with various companies for their customized apps user manuals and training materials. Worked in different documentation (Confluence, Arbortext, etc.) to produce high quality documentation. Familiarity with source code management module in Dev-Ops methodology using Git tools / repositories. Good understanding of CPaaS/UCaaS platform for communication and cloud Services Tools and platform DITA, XML HTML, CSS, JavaScript Atlassian Confluence Scroll K15t addons Agile (SCRUM) development Dev-Ops Cloud (AWS, GCP) Emergency Handling RL/ Performance Manager (Network Operations) ERICSSON Beijing 2013 - 2018 HIGHLIGHTS: Strategically 8-Market Areas & 4-EH Recovery Centers, ERC AMEI, ERC EUROPE & ERC AMERICAS. Responsible for ensuring the quick delivery of Customer Support services, as specified in the Service Level Agreements (SLA) with Ericsson’s customers. Ensuring the creation of a short-lived project within cost and time constraints, gathering adequate resources to establish a recovery team as soon as the CSR is created and finally recover services. Additional responsibility of SPOC for Customer Support Delivery Platform (CSDP) development team. Providing feedback, follow up of statistics and monthly trends in emergency handling. Introduced the concept of Widgets based Dashboard in each ERC hub, displaying real time data for ongoing events globally. Testing and providing feedback to the development team for IOS & Android based mobile apps launching for readily updating Customer, Customer Units & Ericsson Higher Management with Push notifications for all ongoing incidents. Certifications Ericsson EH Assessed Prof Ericsson Beijing, China Thinking on the Feet Ericsson Beijing, China Ericsson CSDP Platform Spoc Agile & Scrum Based Development team Ericsson CSDP Platform Spoc Agile & Scrum Based Development team Assessed Recovery Leader Beijing ERC, China Technical Writer - Biding Manager ZTE Corporation Shanghai, PRC 2006 - 2012 PRODUCT: Broadband Solutions MSAN, MSAG, Soft-switch and IPTV solution HIGHLIGHTS: As Technical Writer, continued forward progression with this leading telecom (fixed / mobile) equipment provider for the creation of product manuals and training materials for Access Network and Next Generation Network. In liaison with SME’s, R&D engineers, and customers gathered product responses to overall improve quality of media flows, related protocols, and troubleshooting manuals. Wrote all three types of DITA topics i.e Concept, Task, and Reference. Worked as Architect and created whole set of manual of MSAG5200. In 2008, joined business development marketing team as biding manager/Technical Sales in Pakistan to oversee NGN products providing FBB rich services (B2B, B2C) BBWF specifications based product solutions. Leading the bid team for the production of customized and competitive proposal within a given time ensuring the bid response comply with the agreed strategy in respect of conformity or deviation to/from the tender. Tools and platform DITA, HTML Cascading Style Sheets Distinctions Outstanding Document award (March 2007, June 2007) Department’s outstanding employee award for exceptional performance in September 2007. Skills Management: Marketing, Telco Network Operations, C-Level Communications, Product & Content Development and biding documentations. Product Marketing, Roadmaps, Capability, Delivery, Leadership, Team Building. Technical Trainer Pakistan Telecommunication Company Ltd, 2003 - 2006 HIGHLIGHTS: Responsible for providing trainings (In-Service courses) to PTCL engineering staff related to SEIMENS Switching System at Telecom Staff College Haripur. Conducting practical and managing centralized operation and maintenance of SIEMENS EWSD exchanges including DTEs, MSUs and RLUs connected with OMC for alarm monitoring and fault clearance. Control and management of routing/charging database for PTCL Exchanges. Providing trainings to consult Operational and Maintenance Manuals to perform daily and routine maintenance tasks and step by step troubleshooting procedures. Vendor/Environment Experience: SEIMENS, Linux. Certifications: Office Automation Engineering Supervisor Diploma