muhammad-abubakar-khalid-120aaa141/e
Muhammad
Abubakar
--
Telecom, Operations,
Customer Experience & PMO
Professional
Islamabad, Pakistan
Dynamic and motivated Telecom Professional with a proven record of designing
customer centric strategies, handling critical matters pertaining to SLA
compliance and working in cross-functional teams. Adaptable and
transformational leader with an ability to develop opportunities by demonstrating
exceptional communication skills and making critical decisions during challenges
that further establish organizational goals. Always enthusiastic to take on
additional responsibilities and perform my duties with a diverse skillset. I am a
very keen learner & always like to work in a manner through which I can make a
meaningful difference.
Skills
Major Incident Management
Performance Management
SLA Compliance
Data Governance
Education & Certifications
"LEAD1x: Exercising Leadership: Foundational
Principles (Certification)
@ Harvard Business School Online (2023)
McKinsey Forward Program (November 2022
- May 2023)
@ McKinsey & Company
Customer Experience & Satisfaction
Operations Management
Stake Holder Management
Vendor Management
Bachelor's of Electrical Engineering
(Majors in Telecommunications)
@ Air University Islamabad (2013 - 2017)
FSc - Pre Engineering (HSSC-II)
@ APS Malir Cantt Karachi
Sales Support
International Procurement & Cost Control
High Stakes Communication
Customer Support & Relationship Building
MS Office (Outlook/Excel/Word/PowerPoint)
Assembling/Fabricating/Revising RFPs/RFQs/SOPs
Matric - Science (SSC)
@ APS Malir Cantt Karachi
Work Experience
Jazz/ Islamabad/ March 2022 – Current
Executive Law Enforcement Agencies (Corporate & Regulatory Affairs)
Provision of data/information requirements of Law Enforcement Agencies and maintaining
relationship to efficiently eradicate operational constraints at Jazz.
Scrutiny of data requirements of external stakeholders and liaison with concerned internal
stakeholders to validate timely data provision.
Addressing data requirement queries and justifying limitations based on PTA guidelines and
defined SOPs.
Providing technical support to law enforcement agencies in the use of information.
Arranging & coordinating timely rectification of critical equipment installed at LEAs premises.
Reviewing information in the various databases for completeness and accuracy.
Gathering and summarizing information and data for the preparation of correspondence and
reports.
Establish and maintain effective working relationships with cross-functional teams.
Detailed workflow reports proposing potential operational improvements.
ONE Network Pvt Ltd(FWO)/ Rawalpindi, Lahore/ May 2021 – March 2022
NOC Team Lead & Assistant Manager Zone-3 Motorways
Handled complete operationalizing of “Operator - Less lanes” project at Lahore Sialkot
Motorway (M-11 Motorway) and Lahore Ring Road.
Carried out end-to-end planning of “M-Tag Drive Thru Recharge Booths” at LSM & Lahore
Ring Road.
Effectively maintained operational efficiency at all M-Tag Centres after exponential increase
in in new M-Tags Registrations, after Lahore High Court Banned Entry without M-Tag on M2
and all interconnected motorways.
Remained overall in-charge of equipment installed at respective motorway / section and was
responsible to ensure all equipment related to ETTM, AVC, WIM and ITS remain operational.
Mobilized the Mobile Repairing Team (MRT) for timely resolution of Faults related to installed
system.
Providing extended support in contract & proposal management & pre-sales support for
International parties interested in the ETTM (Electronic Toll & Traffic Management) Solution
developed by the FWO.
Remained in Coordination with other cells of department i.e., Networks, Power, Procurement,
Inventory, Business Development, HR, O&M and external bodies e.g., NHA, and NHMP.
Carried out rigorous analysis of various reports related to ITS, Network, System, Power, and
Traffic behaviors. Resultantly was able to reduce faults in active system by 15%.
Ensured all back-up power resources (Genset, Inverters) were performing optimally and made
fuel plans as per given availability & cost reduction scheme.
Conducted routine site visits at Toll plazas to ensure optimal performance and audit of
equipment installed.
Made concise reports & presentations for C-level management to present in weekly/monthly
briefings.
Lead team of NOC resources to ensure optimal services offered on all major BOT/Non-BOT
Highways & Motorways Projects under FWO's control.
Carried out strict monitoring of entire ETTM (Electronic Toll & Traffic Management System) and
ITS (Intelligent Transport System) services deployed throughout NHAs/Motorways in Pakistan.
Supervised and trained, in a coach/player role, a team of technical support specialists that are
responsible for first-level support.
Inbox Business Technologies Limited/ Lahore/ June 2019 – December 2020
Senior Technical Specialist
Managed and handled the operations of AFC - BSS (Automated Fare Collection & Bus
Scheduling System) of Punjab Metro Bus Services (LMBS) - Managed Services Project of
Punjab Mass transit Authority (PMA), as per agreed SLA.
Managed the end-to-end multi-vendor Operations of Punjab Metro Bus that included Field
Operations (Active & Passive), Site Security & Call Center with a team of ~ 500+ employees
& sub-contractors delivering services for 27 Metro Bus stations supporting more than 0.16 0.25 million customers daily.
Managed and handled complete ground team and project staff comprising of around 22
resources (Technical supervisors, Resident/Field Engineers).
Coordination and proper follow-up with all team members, service providers and Principal
for the resolution of on ground issues.
Coordination with International vendors for procurement of IT equipment installed at Metro
Stations & Buses.
Ensured stable network availability / connectivity achieved as per SLA, performed
continuous monitoring of network and equipment through NMS.
Ensured 100% SLA compliance for all network outages for the duration of my duties.
Took over the responsibility of Acting Assistant Manager of LMBS project in a crucial time
of TOC and handled the project diligently.
Carried out routine site visits for IT equipment audits, resolution of IT equipment issues,
ensuring all backup power genset/batteries have adequate fuel & optimal working
condition.
Finalized newly proposed RFPs for on-going and future projects.
Conducted periodic meetings with the client/customer to resolve any dispute or
grievances regarding agreed SLA.
Remained in liaison with the Principal support team, based in Turkey, in all matters
highlighted by the customer or field resources for rectification.
Coordination with multiple vendors for timely completion of routine project work.
Supported in OPEX & CAPEX preparation for existing and new projects integration &
reduced the running operations cost by 7% by effective analysis of data.
Reviewed, analyzed & evaluated end user IT equipment and made recommendations for
improved utilization.
Provided RCAs for major customer complaints and issues in the project.
Nokia/Islamabad/May 2018 – May 2019
NOC RAN & CORE Engineer
Worked at the Network Operations Centre (NOC) at Nokia - Managed Services Project of
Telenor Pakistan and stayed in proactive communications with teams of Field Operations and
Network Planning & Optimization (NPO) with a team of ~ 400+ employees & sub-contractors
delivering services for 11000+ sites network (2G/3G/4G) supporting more than 45 Million
subscribers.
Monitored Nationwide RAN domain of Telenor, handled sites outages, kept track of all KPIs,
site integration reports and managed various planned activities and planned outages.
Resolved 100% site outages as per provided SLA.
Handled ~ 100 daily calls from various support, site access & fault management teams.
Got Experienced in Network SWAP, 3G 4G Roll out activities, alongside with site level alarm
configurations.
Gained knowledge of integration/handover of nationwide sites of Telenor Pakistan from ZTE to
Nokia via Nokia NetAct.
Familiarized with with NSS Core (HLR + MSS + HMSC + MGW + TMGW + LDI + STP), CBS & VAS
Operations Monitoring and Evaluation of Telenor Pakistan.
Rigorous analysis of critical network KPIs such as CSSR, MOC, MTC, MMC and data KPIs such
as Gi throughput, PDP sessions success rate.
Monitored and analyzed all nationwide Core KPIs daily & generated weekly KPI reports.
Monitoring & Evaluating Digital Financial Service like Easy Paisa Money Sent/Receive, Online
Payment Services.
Monitored BVS, PMD, NADRA Services, 555 Value Chain and other services pertaining to
Telenor BSS, CRM & Middleware related domains.
Worked on evaluation of On-net & Off-net SMSC, RBT, SDP & USSD4 in VAS domain.
Evaluated performance KPIs of EWP server performance (Ericson Wallet Platform) on node
level, transaction level and API level.
Monitored nationwide CBPs, OCGs & DCCs for CBS Platform.
Monitored CBS online & offline charging system to support the convergence of post-paid and
prepaid services & various networks such as GSM, CDMA, TDMA, WiMAX, Wi-Fi etc.
Tracked & documented all service activity in ticketing system; escalate and follow up as
needed
Assisted ground teams in various Planned Activities & Planned Outages.
Monitored successful virtualization of HLR, One NDS, MSS, Virtual Gateway traffic, through
Nokia NetAct Virtualized Solution involving SDN.
Got experienced with Network Monitoring Tools like Nokia NetAct, Open NMS, Huawei I200,
Huawei U200, Net Numen, HP OVO, Pandora, Nagios, Z-Smart, VMAX etc.
Completed professional trainings such as MS Configuration Management, MS Performance
Management & Support, Netcool, ITSM, MS Fault Management, 5G for Beginners &
Introduction to Cloud Computing.
Accomplishments & Interests
Lead the Handing Over/Taking Over (HOTO) and Taking Over Completion (TOC) training
sessions to hand over the entire Lahore Metro Bus System (LMBS) project to the new
successful bidder.
Lead the team in deploying, the first-of-its-kind, Video Tolling system & Drive Thru Booths
across motorways in Pakistan.
Completed Professional Training Courses from Udemy (Tableau DS Certification, IT
Service Ops & Service Desk Management, LTE Certification, Microsoft Power BI,
Communication Skills Master Class, Project Management Beginner).
Recommended for Commission in Pakistan Army by Inter Services Selection Board (ISSB).
Avid follower of Foreign Affairs
Love to work & learn new Project Management techniques
Participate in all Outdoor Sports
I cook in my leisure time to relax
