PERVEZ MUSARAF
E-mail:
pervezmusaraf@live.com
Phone:
+6-018-218954 (UAE: +971 55 4748526)
26-3B Southern
block, Bistari condominium, Jalan 12/65A, Off Jalan Putra, PWTC
Kuala Lumpur, Malaysia 50350
CAREER OBJECTIVE
- Seeking
a challenging and responsible position; where my knowledge, talents and
skills can be utilized for utmost success and achieving organizational
objectives.
- To
seek opportunities to learn and implement new techniques and methods and
to prove and improve my skills.
- To
focus on key performances indexes and perform on an excellent level to
grow professionally and personally.
- To
excel in all areas of my skills and experience and to become an
indispensable asset for any organization I work in.
- I am capable of using my excellent communication skills to attract and retain high profile customers/ clients and a very good team player and motivator.
PERSONAL DETAILS
§
Name: Suneel
Pervez
- Date
of birth: November 14th
1985
- Gender: Male
Timeline
PROFESSIONAL
EXPERIANCE
|
Position
|
Company |
Year
Commenced and Ended |
Major
Responsibilities |
|
Executive
Internet Technical Support (Kuala
Lumpur, Malaysia) |
Scicom MSC Bhd
|
April 2013 – Current |
1.
To
provide excellent Technical Support Service to our off shore Singapore based
client, SingTel. 2.
To
assist customer with Trouble shooting of home broadband, VoIP and IPTV
services 3.
To
assist customer over the phone, setting up modems, IPTV set top box and
configure IP telephony system. 4.
Assist
customers to troubleshoot LAN and WLAN connection. 5.
Medium
used to assist customers are over the phone, chat, screen sharing, through
Avaya VoIP 6.
To
maintain confidentiality of customer sensitive information. 7.
To
assist Work Force Management with scheduling of work force to visit
customer’s premises for installation or troubleshooting. 8.
Follow
appropriate maintenance procedures, work instructions and to ensure that upon
completion of the maintenance task it is in compliance with the required
requirements; 9.
Perform
and carry out duties as instructed/ directed by the supervisor/manager 10.
Handling
customer complaints, determining the cause of problem respond the queries 11.
Preparing
periodic/adhoc reports and presentation for management 12.
Performed
department coordinator responsibilities occasionally while covering the staff
in absence 13.
Assisted
in department administrative responsibilities like filing, staff database
management, minutes of meeting, roster assistance etc.
|
|
Executive
Mobile Technical Support (Kuala
Lumpur, Malaysia) |
Scicom MSC Bhd
|
Sept 2011 – March 2013 |
1.
Working
with customers/employees to identify mobile/device problems and advising on
the solution. 2.
On
the spot trouble shooting for network connection on variety of devices
(Blackberry, iOS, and Android). 3.
Logging
and keeping records of customer/employee queries via CRM software 4.
Analyzing
call logs so you can spot common trends and underlying problems 5.
Updating
self-help documents so customers/employees can try to fix problems themselves 6.
Minimize
down time and enhance the availability and reliability of operations 7.
Provide
technical assistance as per company standards and policies 8.
Assisted
in Department clerical support tasks whenever required. 9.
Follow
up action log and KPI reports , provide analysis report. 10.
Assisted
management in various meetings(internal and external)
|
|
Sales
and Marketing Officer (Abbottabad,
Pakistan) |
Web Maestros (Abbottabad, Pakistan) |
Jan 2008 – March 2009 |
1.
Work
with Sale team to explore markets 2.
Directly
deal with some customers/companies. 3.
Replying
emails and help in inquiry assistance. 4.
Making
quotations for the products in terms of web solutions. 5.
Developing
Marketing Plan and projection of sales and financial statements. 6.
Contacting
prospective customers and maintain their portfolio 7.
Attending
meetings and appointments with clients 8.
Provide
services and assistance in person and on phone 9.
Keeping
record of orders and send details to the sales office 10.
I
have achieved and gained communication skills and problem handling skills.
|
|
IT
Helpdesk Support Agent
|
Bach
Christian Hospital (Abbottabad Pakistan) |
March 2007 to February 2009 |
1.
Provide
accurate and comprehensive solutions to customer problems. 2.
Liaise
between technical teams and users by
furnishing the first line support 3.
Respond
to questions from all emails and callers. 4.
Provide
user support for effective use of IT services. 5.
Management
(Answer, log, distribute, and follow-up);of helpdesk call database keeping
log of customer calls and record of responses we provide 6.
Also
provide technical support when required by troubleshooting the issue. 7.
Also
maintaining inventory records of all equipment purchased. 8.
Created
network accounts and password for all staff. 9.
Also
performed quality assessment on helpdesk calls 10.
Maintain
company and client confidentiality 11.
Responsible
of reports and filing 12.
Assisted
IT Manager as/when required
|
|
Web
Developer & Support
|
*Freelance
|
Sept 2006 to March 2010 |
1.
Developed
websites in a variety of different languages, including PHP, Joomla, HTML, XML, Wordpress 2.
Set
up and maintained SQL database for various clients 3.
Developed
graphic solutions including Photoshop 4.
Provided
ongoing support / helpdesk for existing clients 5.
Developed
webpages for small business companies upon client request 6.
Also
provided IT support to small projects for setting up IT system. 7.
Hardcoded
all content for website required by client 8.
Debugged
and tested upon different internet browsers 9.
Provided
client support for maintaining and updating website
|
|
IT
Support & Community Development Project co-Coordinator
|
Morning
Star Development Trust(Pakistan) |
July 2006 to April 2008
|
1.
Assisted
in the launch of a resources center project with one tuition coaching center
and one computer coaching center in the community 2.
Designed,
developed and maintained project web site 3.
Correspondence
and coordinating with stakeholders 4.
Worked
as administrator for the project and been recognized as major professional
help to the project.
|
ACADEMIC QUALIFICATION
- Masters
in Business Administration (Technology Entrepreneurship) (2010 – 2011)
International
Business School, University Technology Malaysia - Malaysia
- Bachelors in Computer Engineering- Bs(CE) (2004 – 2008)
COMSATS Institute of
Information Technology-Pakistan
(Reg No: COMP/6011)
Pakistan Engineering Council
EXPERTISE
-
Software Development Lifecycle
(SDLC)
-
Data communication and
Computer networks
-
Designing of digital logic
circuits
-
Computer Architecture and
Organization
-
Microsoft
Windows Server 2003 – Installation, configuration and troubleshooting for
Active Directory
-
Develop Business Plans for startup companies.
-
Design Marketing Plans with projections of financial statements.
-
Research methodologies and its statistical analysis using tools
such as IBM SPSS Statistics.
-
Operational Project Management – Develop project
plans, overall action items and specific deliverables monitors accountabilities
and due dates.
-
Total Quality Management
- Customer service and conflict management
IT Related Skills
|
Skills |
Level |
|
Adobe Flash |
Beginner |
|
C, C++ Object
Oriented |
Intermediate |
|
HTML & CSS |
Intermediate |
|
Java |
Beginner |
|
PHP (Joomla,
Zencart) |
Beginner |
|
Operating
Systems |
Windows 98/NT/2000/XP/Vista/Win 7 & Linux |
|
Photoshop
& UI Design |
Advanced |
|
MS
Office Word |
Advanced |
|
MS
Office Power Point |
Advanced |
|
MS
Office Excel |
Advanced |
PROJECTS
-
A Business Plan (For a Rubber Recycling Company)
A documented startup business plan for a
hypothetical company for recycling wasted rubber.
-
An Electronic Nose (An Electronic Sniffing Device)
Platform: MOS Polymer Conducting Sensors, Microcontroller using
fuzzy logic.
-
Evolution of Technology in Production of safe cars (Case Study:
Honda Acura)
-
Marketing Plan for E-Pay Malaysia
-
Research on factors affecting consumer
choices for department stores in Malaysia
Platform: Primary Data Collection and Factor
analysis using SPSS
WORKSHOPS & TRAININGS ATTENDED
- Financial Crisis-
Issues and Challenges
International
Business School, UTM, Malaysia
- Youth and Cultural Peace 08
Organized at Khatmandu by Asian Resource Federation Nepal
- Open Source Software Training
COMSATS – Organized by Pakistan Software Export Board (PSEB)
·
Composite Heritage-A Source of Peace and Harmony 07
Workshop held at Peshawar by CSC.
- National Assembly for Youth 08
Organized at Rawalpindi by CSC Pakistan
- Non Violent Communication Training 07
Organized at Murree by CWS Pakistan
- Open Source- Linux & Fedora
August 6-10, 2007.Workshop
held at COMSATS Institute of Information Technology Pakistan
- CCNA training course with CISCO
Lab practical
March 5-10, 2007 held at
COMSATS Institute of Information Technology & CISCO Lab Islamabad Pakistan
TRAININGS & PRESENTATIONS CONDUCTED
·
CRM software and KB
Presentation
of CRM software and Knowledge Base Portal to CEO of Singapore Telecom
·
DSL-Broadband
January 23-24, 2008- Two days tutorial
session was conducted as trainer/facilitator for all DSL internet service users
of Bach Christian Hospital Qalandarabad.
·
Youth and culture of peace.
August,
2008- Presentation for South Asia Youth Conference at Nepal
·
Electronic Nose
Feb
4, 2009 – Final Project Presentation at COMSATS Institute of Information
Technology
AWARDS and COMPETENCES
·
“Employ of the Month” in technical helpdesk department of more
than 100 employs.
·
Effective presentation and communication skills.
· Event management
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