ARSLAN USMANI

Dec2021- TILL DATE

Assistanr MANAGER – Managed Services, Mindbridge

• Managing onsite support team employees, overseeing customer issues, and coordinating with team for support in timely manner.
• Coordinating with Internal Teams for Expertflow products deployments/upgrade and issues at customer sites.
• Created plans and communicated deadlines to ensure projects were completed on time.
• Performing daily, weekly health checks of Contact Center applications and quarterly preventive maintenance to minimizing the downtimes.
• Delivered exceptional level of service to customer by listening to concerns and answering questions.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Worked with customer to understand needs and provide excellent service.
• Manage internal projects, perform UAT and fulfill relevant roles as per assignments.
• Strong analytical and problem-solving abilities to identify challenges and implement effective solutions.
• Led and managed the migrated projects from Aheeva contact center platform to Cisco's contact center solutions(Liberty_Mobile & NET_Mobile, Epay-UK, Omega Logic, Epay-AUS, Epay-NZ, UK-Finance, AzteqSupport, Epay_European, Gift Cards, Epay-US).
• Deployed/Configured and managed the international telethon.
• Virtualization and Mapping.
• Technical walkover sessions with sales/ presales.
• Deployed Inbound & outbound at jazz telecom pakistan.
• Occasionally arrange training sessions for junior engineer with the subject of knowledge sharing.
• Cisco CVP Unified Call Studio (beginner level ).

MARC2016 – DEC2021

Technical Lead – Managed Services, ExpertFLOW

• Managing onsite support team employees, overseeing customer issues, and coordinating with team for support in timely manner.
• Coordinating with Internal Teams for Expertflow products deployments/upgrade and issues at customer sites.
• Providing HCS cloud administration and support installed at customer premises 
• Creating Jira Task related to customer issues and coordinating with internal Team for there resolution in timely manner.
• Led projects and analysed data to identify opportunities for improvement.
• Created plans and communicated deadlines to ensure projects were completed on time.
• Delivered exceptional level of service to customer by listening to concerns and answering questions.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Worked with customers to understand needs and provide excellent service.
• Managing a portfolio of 2000 seats contact center across two regions.
• Design, Administration, maintenance and planning of Solution running on Cisco IPCC
• Enterprise / Express. Solution includes  CTI, CTIOS, Outbound, Cisco Unified Presence Server, Cisco Universal Gateways, Cisco Unified Communication Manager 8.5,11.5 Cluster, Content Services Switch, Cisco Unified SIP Proxy, Wallboard solution and Globitel Speech log Recording solution. Administration of ICM Peripheral Gateways, HDS, AW and Databases.
• Overlooking GLOBITEL Speech log Recoding solution for SIP Based and SPAN port recoding, Coordinating with GLOBITEL team for Recording related issues
• Executing outbound campaign management and administration on Cisco ICM Outbound platform. Management of IVR / Agent based campaigns and resource planning.
• Integrations of customized CTI application with CRM, screen popups, databases and various business applications.
• Day to day coordination with business, marketing and soft development departments to gather their requirements and implementation of same into contact center environments.

UCCE and PCCE Projects

• Worked as a Pakistan Telecommunication Limited (PTCL) onsite Team Lead.
• Worked as a Technical Lead for the UCCE upgradation from 10.5 to 11.6 in Pakistan Telecommunication Limited.
• Worked on Speech Log Recording solution deployment and Configuration in Pakistan Telecommunication Limited (PTCL) and Ufone Mobile.
• Led and managed the migration 1000+ agent project from Zoom reocrding solutions to Speechlogs recording solution.
• Worked on the deployment of PCCE 11.6 in Air Mauritiues and CFG BANK Morocco.
• Provided Support and daily health check tasks for Maroc Telecom Morocco and Tunisia Telecom Morocco.

UCCX Projects

• Sotelma Malitel Mali Express IPCC Project Upgradation and Support

• Providus Bank Upgrade Project Deployment and Support

• Zenith Bank Upgrade Project

• Chaabi LLD Support and Monthly audit report.

Mar2015 – DEC2016

Executive Engineer IPCC & IPT - WARID, EXPERTFLOW

In MSO team I was responsible and have good expertise in IPT/IPCC Enterprise Provides Support for Wateen Hosted Contact Center(CUCM,ICM,CVP,ASC,EIM & WIM etc)and IPT especially Unified Communication 8.5 Setup for More than 500+ Enterprise Users using (Meeting Place Express, Cisco Unity Express, Business Attendant Console, Cisco Presence Server, MCU) Installation, Configuration and troubleshooting.

• Troubleshooting of IPCC Hosted
• Troubleshooting/Installation/Configuration Unified Communication 8.5 Solution for 500+ Enterprise Users
• Daily Health Check reporting/ Servers Performance Reports/CDR
• Datacentre Visits for Servers Physical Monitoring etc
• Advance troubleshooting of IP phones on Cisco Call Manager
• Advance troubleshooting in ICM (Error detection & correction) and CVP
• Voice Gateways, ICM, CVP Configuration etc
• IP Monitor network monitoring software
• CA Spectrum network monitoring software
• Cisco Call Manager installation and configuration

Projects Worked In

Cisco Unified Communication: IPT(Meeting Place servers, MCU Video Conferencing, Call Manager)

BCS Computer Science