Muhammad Ahsan

1400 South Joyce Street, Arlington, Virginia, 22202

Phone: (828)-781-5040                              Email: muhahsan.mhmd@gmail.com                                                                 Date of Birth: 30/09/1993                         Web: https://www.linkedin.com/in/muhammad-ahsan

PROFESSIONAL EXPERIENCE_________________________________________________________

Afiniti                                                                                                                                     June 2016-Present

Afiniti (Previously known as SATMAP) is a neural network based Artificial Intelligent system which routes the calls to agents intelligently on the basis of agent – client personality match. The entire application is embedded with switches, providing measureable impact of hundreds of millions of dollars of proven value to many Fortune 500 accounts across the globe from Telecom, Banking and Financial sector.

Team: Command centre

Position: Technical Support Engineer

Job description

- Identification and Escalation of routing issues in accordance with escalation Process.
- Investigation and Reporting of Afiniti’s performance impacting issues using MySQL and analytics tool.

- Creation of SOP’s to achieve 100% service availability for assigned accounts.
- Maintain overall ownership of client’s issue & service ensuring issue resolution as per service level agreement.

- Weekly RCA meetings to analyse root causes and co-ordinating corrective actions.

Tools: Avaya, Cisco, Genesys, Incontact & Stateless IP Telephony and Reporting modules (integration with Afiniti & monitoring), MySQL database, PRTGs (Network), Customized Monitor Applications, JIRA, ITIL.
Achievements
- Successfully co-ordinated with other (internal) teams to deploy Command Center tools to ensure Monitoring        visibility for seven clients in six months as Deployment Team Lead.

- Successful implementation of RCA/Problem Management process automation and RCA Analytics with ITSM team as part of aligning Support activities with ITIL best practices.

- Worked as member of training team to provide General Product & Client Domain specific trainings to 35+ new hires joining the Command Centre team in Lahore and Washington DC

Internships

National Engineering Services of Pakistan-NESPAK (Power and Mechanical Division)      June-August 2015                                                                    

Complete study of technical and project management aspects that goes into the completion of a transmission lines project in Pakistan

Lahore University of Management Sciences                                                                             June-August 2014     

Portable ECG Device      

Researched on different ways of implementation and achieving optimal performance using MATLAB for a remote ECG monitoring system.               

Remote Solar Monitoring System                                                                                        June-July 2013

Using MATLAB, Implemented a system with an interactive GUI, and data-logging and monitoring capabilities that included provisions of wirelessly relaying the data to a remote location.

WWF-Pakistan                                                                                                                                    June-August 2013

                Participated in hands on activities, group work, debates and discussions based on a range of topics related to the environmental aspects of Pakistan.

EDUCATION______________________________________________________________________

Lahore University of Management Sciences                                                                  Aug 2011-Dec 2015

Bachelor of Science in Electrical Engineering

Relevant Courses: Introduction to Programming, MATLAB, Introduction to Computer Problem Solving, Data Structures, Introduction to IT, Computer Networking

Final Year Project: TeleCardia: 3 Lead Portable Event Monitor

Advisor:  Dr Farasat Munir (PhD, Georgia Tech, US)

Co-Advisor:  Dr Momin Uppal (PhD, Texas A&M, US)

Description: Designed, simulated, implemented and built a prototype for a low cost wearable 3 lead ECG device for remote monitoring of heart diseases. The software to display the ECG signal on an Android Application was written in C Language.

Crescent College, Shadman Colony, Lahore                                         

General Certificate of Education A-Levels (Cambridge Board)                                 June 2009-June 2011

                Grades: 3 A’s

General Certificate of Education O-Levels (Cambridge Board)                                  June 2007-Dec 2009

                Grades: 1A*, 6 A’s, 3 B’s

COURSE PROJECTS__________________________________________________________________

1.       Digital Logic Circuits: 8 bit Colour Pattern based Encryption System                                   Spring 2012                                       

2.       Principle of Management: Analysed the success and effectiveness of Sarsabz                   Fall 2013

                                                 Initiative of LUMS

3.       Renewable Energy Systems: Energy Extraction Schemes of Coal Reserves                         Fall 2015

4.       Circuits Laboratory: Electromagnetic Levitator using Feedback controls                            Spring 2012

5.       Entrepreneurship: Conducted feasibility study and prepared a Business Proposal            Fall 2015

                                   For a biomedical product.

6.       Microcontrollers: Tank Barrel Stabilization using On-Off Control. Code  for the               Fall 2013

                                 Stabilization was written in C language using PIC microcontroller

7.       Introduction to IT: In depth study of how Information Technology is enabling different  Spring 2014

                                   Business processes at Ibrahim Fibres Ltd

CO-CURRICULAR ACTIVITIES__________________________________________________________

·         Afiniti Fun Committee                                                                                                                  Jan 2019-Present

Position: Team Member

·         Society for Promotion And Development of Engineering and Science, LUMS            Sep 2011-May 2015

Position: 1. Organizing Team Member, PSIFI’12

                               2. Assistant Event Head for the event ‘Rise of the Machines’ PSIFI’13

                                   3. Event Head for the Robotics event “Rise of the Machines”, PSIFI’14

                                   4. Organizing Team Member, PSIFI’15

·         IEEE, LUMS                                                                                                                                       Sep 2012-May 2013

Position: Team Member, Technical Department

PUBLICATIONS and SUBMISSIONS____________________________________________________

·         Conference paper, “Data transfer through beam steering using agile lensing, presented “Optical Modelling and Design” Conference at SPIE Photonics Europe,2016,PaperNo:9889-86

SKILLS______________________________________________________________________________

Competences: Certified Web Developer, Certified First Aid Responder.

Languages: MySQL, SQL, Python, C++, C

Software: Proteus (ARES and ISIS), Grafana, MATLAB, CREO, SolidWorks, LT Spice, PSIM, Modelica, LaTex, Prezi,

                    Microsoft Office (Excel, Project, Word, PowerPoint and Access).

Reference______________________________________________________________________________

-Charles Lambert                                                                                  

Vice President, Global Production Operations at Afiniti

Charles.Lambert@afiniti.com

https://www.linkedin.com/in/charles-lambert-402b565/

-Sameer Mirza

Sr Technical Account Manager at Afiniti

Sameer.Mirza@afiniti.com

https://www.linkedin.com/in/sameer-mirza-152aa9a/