Muhammad Gohar Zaman

I have vroad understanding and learning to Avaya reporting and routing issues and strategies. Extensive knowledge of Cisco routing with respect to Agents taking calls in different scenarios of call routing strategies and priority. Monitoring,catching,diagnosing and troubleshooting the issues on my dedicated clients( Sprint, T-Mobile and Clearlink) has been my key role while working at Afiniti.
I provide initial assessment of urgency and business impact on all support helpline calls and emails.
I do research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
Performing comprehensive root cause analysis, and advising how to avoid such incidents in the future.
Maintaining overall ownership of client’s issue & service ensuring that they receive resolution within a committed Service level agreement.
Performing troubleshooting to identify the root cause by investigating the issue from SQL queries and service logs in depth providing a detailed overview of the issue.