Umer Usman

• 2 years of experience as a retail customer service representative in the retail industry.
• Strong customer service skills with commitment to meeting customer needs and resolving issues.
• Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
• Assisted customers with varying questions using product knowledge and service expertise.

• Played a crucial role in the design, deployment, and maintenance of core IP, transit, peering, distribution, access, data centre, and exchange networks.
• Collaborated closely with the Network Engineering team to ensure the security, availability, and performance of network services.
• Acted as point of escalation for the NOC team, demonstrating problem-solving skills and a commitment to rapid learning and adaptation.
• Participated in 24x7 call-out rota, delivering prompt responses to incidents and faults.

Key Achievements:

• Contributed to the development of junior team members, providing guidance and coaching.
• Adhered to security and technical standards in network operating practices.
• Successfully expanded the network capacity, ensuring uninterrupted service to growing user populations.
• Implemented timely patching and upgrades, contributing to the network's stability and security.
• Completed complex implementation plans and conducted LLD and POC/Lab testing.
• Delivered planned changes and improvements to live environments in accordance with the change management process.
• Conducted scheduled testing to verify security and failover mechanisms, maintaining robust recovery procedures.
• Identifying potential service risks and providing effective technical solutions.

• Digital Forensics
• Ethical Hacking and Penetration Testing
• Security Management
• Information Technology (IT) Security

• Digital Forensics
• Information Systems Management
• Network Administration
• Cybersecurity
• IT Support and Help Desk
• Information Technology Policy and Ethics