Muhammad Gohar Zaman

Muhammad Gohar Zaman- House no 47/D, Architect Housing Scheme , Lahore - Objectives To pursue a position where I can not only contribute to organizational growth but also enhance and improve myself personally and professionally. ACADEMIC PROJECTS  SECURE PAY (FYP): It provides with secure online transaction system which uses modules of face detection, biometric authentication and mind signals.  SAP: Designed a simple as possible computer using different IC's that could add/subtract binary numbers. ATM system (OOD): Designed an ATM management system using object oriented designing. Voice recognition system (signals and systems): Designed a system that could recognize different voices. Traffic Light Controller: Designed a circuit that could change the colors of LED's after a specific time using 555 timer. Automatic Street Light: Designed a circuit that could automatically turn on during night and turn off during the day. GUI with Database: Storage and accessing of database from simple GUI.      Work History June 14, 2016 Technical Incident Manager, TRG Afiniti, Lahore         Broad 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) Provide initial assessment of urgency and business impact on all support helpline calls and emails. Record internal and external client service requests, incidents, and change requests into system. Perform 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. Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams. Maintain overall ownership of client’s issue & service ensuring that they receive resolution within a committed SLA. Perform comprehensive root cause analysis, and advise how to avoid such incidents in the future. Record incident resolution in system and communicate to all stakeholders   Education Research, diagnose, troubleshoot, and identify solutions to resolve customer issues. Document knowledge in the form of knowledge base tech notes and articles. Bachelors in Science – Computer Engineering Aug 2012 to May 2016 Ghulam Ishaq Khan Institute of engineering sciences and technology (GIKI) GCE Advanced Level – Mathematics Divisional Public College, Dera Ghazi Khan Skills           AWARDS AND ACHIEVEMENTS     Nov 2009 to Nov 2011 MySQL, MSSQL Operating Systems: Windows, Android, MAC Micro controller Interfacing: Arduino, PIC18F, 805 Photoshop Use of Visual Studio (GUI) CAD software: AutoCAD and PRO ENGINEER Use of Multisim Use of Matlab Systems and servers Cisco Packet tracer, CCNA Routing and switching. Incident management/Operations management Organizing and managing events with societies at GIKI. Director Operations, GIKI Science Society. Won Best play award at CDES Intra GIKI performing Arts Competition 2014. Member of GIKI Cricket Team (Batch 22, Faculty of Computer Science And Engineering)