1. Muhammad Danish Anwar
11702 Canyon Bend Dr. Tomball, TX
Cell #: +971507780351 E-mail: email@example.com
To work with a team of professionals having sound foundation and dynamic environment where
ample opportunities exist for skilled personnel in order to utilize my knowledge, experience,
and skills towards achieving the organization’s mission and objectives.
Sep 2005 – Sep 2006 University of Essex, U.K.
MSc. in Telecommunication & Information Systems (TIS).
Jan 2001 - Dec 2004
NED University of Engineering & Technology, Karachi,
B.E. in Computer and Information Systems (CIS).
Jan 2014 – Present Emirates Group I.T., Emirates Airline, Dubai. U.A.E
IT Infrastructure & Incident Manager - Airport Operations
Dubai International Airport.
Liaise with Dubai Airport Authorities and 3rd
Party Vendors to guarantee that best products
and infrastructure setup is in place for customers at Dubai International Airport.
Ensuring all IT services provided to Emirates Group and Dubai International Airport is within
agreed Service Level Objectives (SLOs). Performing trend analysis on the inbound volumes
of incidents reported so that pattern of resource allocation can be planned.
Handle high priority service requirements and incidents involving senior management
communications (for Sen. Execs of the company).
Manage the staff on IM process by ensuring that all departmental policies governing Service
delivery, fault logging, rectification, and documentation of status and escalation procedures
are properly met to achieve a consistently high level of service to the users.
Managing a team of 20 engineers, who work round the clock supporting IT related incidents.
Ensure clear objectives are set for the individuals and help them achieve it, to maintain a
competitive team spirit through a qualitative service support delivery.
Plan trainings to ensure the team members are regularly updated and to have technical
mentors out of the support teams who will train IT staff on specific products ensuring the
skills of the support staff is constantly improved and updated.
Continuously review, improvise, and implement service & support process and procedures for
existing systems in line with the departmental policies and co-ordinate with other service
providers to ensure that Service Level Agreements (SLAs) are met. Ensuring regular meetings
with support teams are held to reduce the instances of SLO breaches.
Act as an escalation point (SPOC) for all IT Senior Managers, Business Managers &
internal/external parties in order to understand the changing business needs and deliver a high
standard of IT customer service.
Manage implementation for new IT products, systems, and services.
Validate all handover documents and ensure it aligns with the standard customer support
2. April 2008 – Dec 2013 Emirates Group I.T., Emirates Airline, Dubai. U.A.E
Senior Technical Engineer - Corporate Headquarters
Day to day maintenance of local and remote office networks including servers, infrastructure,
databases, etc. for the Emirates Group.
Auditing infrastructure areas to identify problems and analyzing the root causes. Liaising with
different Emirates Group IT teams to highlight the problematic areas where work needs to be
done for proper rectifications of fault.
Responsible for handling routine faults for all Windows OS based workstations/laptops in a
Managing, identifying, and solving the wide variety of problem arising from different group
wide (in-house & 3rd
party) applications while interworking with Windows Active Directory
and Server/Enterprise environment for the group.
Also handled many projects related to Blackberry migration, Windows XP – Win 7 migration
(in a server environment), PDA installations and migration, Airline specific applications like
Paradise, Apollo, etc for their correlation with Windows AD and other similar databases.
Key member in the new Network Connect rollout for Mobile Computing users.
June 2007 – April 2008 Thales Telecommunication Services Ltd. U.K.
Networks & Ops Analysis Engineer – Security Services Division
Day to day maintenance of local office network and analyzing and monitoring the remote
networks covering whole United Kingdom & N.Ireland railway infrastructure including on-
track and off-track network, operations, radio and transmission equipment maintained by
Thales Telecoms, Network Rail and other rail operating companies.
Assigning tasks to local techs/engineers in the area as per fault monitoring details after careful
consideration with the Analysis team if it really needs physical attendance.
Liaising with Local Maintenance Manager (LMM) to plan the routine maintenance jobs in the
local area and updating the Task Management Centre (TMC).
Oct 2006 – May 2007 Eupac Ltd, London, U.K.
Network/VoIP Support Engineer
Day to day maintenance of local office network and troubleshooting various issues, testing,
and implementing new devices and configurations for current project with clients.
Working on VoIP (H323, SIP, MGCP), IP Interconnects for customers. Major product used in
the design were Snom 300,320 & 360 phones, Quintum BRI gateways, Ingate Siprator and
Firewall, Edimax routers, switches and other network interconnection devices.
Design and configuring the current single server VOIP network and redesigning it for High
Availability (for load balancing and redundancy).
Apr 2006 – Sep 2006 PC-FIX Ltd, Colchester, U.K.
Senior Computer (IT) Technician
Jan 2005 - Sep 2005 Xper2go Inc. USA, Karachi, Pakistan.
Technical support Engineer
Jan 2004 - Jan 2005 Habib Rafique International (Pvt.) Ltd. Karachi, Pakistan.
Trainee Network Engineer, NOC Karachi
Problem solving abilities, team management, leadership,
persuasiveness, excellent administrative and organizational skills,
innovation, ability to work with tight deadlines, adaptive.