INTERNSHIP REPORT ON PAKISTAN TELECOMMUNICATION COMPNAY LIMITED

Submitted To: Director (IMS) Pro ! AMMAN ULLAH A"AN Submitted #$: ASI% ULLAH KHAN ROLL NO: &'( ##A)IT Se**io+ (,--.),-/-)

INSTITUTE

O%

MANA0EMENT

SCIENCES1

UNI2ERSITY

O%

SCIENCE

AND

TECHNOLO0Y #ANNU

INTERNSHIP REPORT ON PAKISTAN TELECOMMUNICATION COMPNAY LIMITED

Submitted To: Director (IMS) Pro AMMAN ULLAH A"AN Submitted #$: %AHAD SHAH 3E# ROLL NO: &'( ##A)IT Se**io+ (,--.),-/-) INTERNSHIP REPORT SU#ITTED TO THE DIRECTOR1 INSTITUTE O% MANA0EMENT SCIENCES1 IN PARTIAL %UL%ILLMENT O% THE RE4UIRMENTS %OR THE DE0REE O% #ACHLOR IN #USINESS ADMINISTRATOR IN IN%ORMATION TECHNOLO0Y

INSTITUTE

O%

MANA0EMENT

SCIENCES1

UNI2ERSITY

O%

SCIENCE

AND

TECHNOLO0Y #ANNU

2

INTERNSHIP REPORT ON PAKISTAN TELE COMMUNICATION LIMITED (PTCL) E5ter+67 E56mi+er:

Sign:

_______________________________

Name: _______________________________

DIRECTOR: Sign: Name: _______________________________ Pro AMMAN ULLAH A"AN

Su8er9i*or: Sign: Name: Stude+t: Sign: Name: _______________________________ %AHAD SHAH 3E# _______________________________ A%TA# KHAN

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t.St6rt :it. 5 .e +6me o Most Merciful and Graceful.

er Mu.i* e ort* To m$ 7o9i+< P6re+t*1 %rie+d* 6+d E*8eci677$ M$ $ou+<er #rot.6mm6d N6*ir S.o6ib K.69e A Lo+< 7i e Lo9e to Educ6tio+! 6 .6+ (LAN tec.+ici6+ i+ ETISALAT) ".o*e I+*8ired me to .DEDIACATION I Dedic6te M$ t.

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eskto$ utilities Process flow of deskto$ utility S/P -nformation 2 receiving and solving com$laint Process flow of receiving and solving com$laint S/P -nformation 2 for issuance and receiving it e%ui$ments Process flow of issuance and receiving it e%ui$ments .S!No.68ter = / INTRODUCTION TO INTERNSHIP REPORT "#at is t#e $ur$ose of interns#i$ "#at ty$es of work can interns do at a site "#at is re%uired of t#e intern C.68ter = ? C. .e$artment /f P'() STANDIN0 OPERATIN0 PROCEDURE /ur work Process S/P -nformation 2 . C.68ter = > STRUCTURE O% OR0ANI3ATION Organization Structure -' . O2ER2IE" O% THE OR0ANI3ATION &istory of P'() Pakistan 'elecommunication (om$any limited /.68ter = . TABLE OF CONTENT TOPICS Preface Acknowledgement Executive summary P6<e No! 8 9 ! // C. * + .68ter = @ SER2ER AND RESI0N SOP S/P -nformation: for reallocation of -' e%ui$ment after 3esigned Process flow of reallocation of -' e%ui$ment after 3esigned SOP FOR FTTP .@ *0 *4 *1 #I#LIO0RAPHY >- 8 . C. 0 1 1 1 9 * ** *+ *.

o IMS U+i9er*t$ o *cie+ce B tec.6+A u7 to t.6r A7i N6Dmi1 IT M6+6<er RiE:6+ A*.e :. t.o7e *t6 o PTCL He6d 4u6rter I*76m6b6d *8eci677$ t. me! T.+o7o<$ #6++u or 967u6b7e <uid6+ce B 677 t$8e o Coo8r6tio+ i+ Com87itio+ o our re8ort! %AHAD SHAH 3E# ##A)IT (.-/-) 9 .--.6+ B *ir M6Did A7i S.ACKNO"LE0MENT I 6m 9er$ muc.e e+d 6+d 9rer$ muc.6. im8ort6+t7$ I 6m 9er$ t.).6+A u7 to m$ re*8ected Mr! H6Di Am6+ A:6+ coordi+6tor1 Sir A t6b1 Sir 3ubir A.o <uided me1 9er$ :e77 coo8er6te me 6+d .e 6bo9e *6id o icer* 6re 0M (ITBIO) Li6C6t A*<.e o icer* :.69ior :it.6d 9er$ <ood be.r6 6+d M6+6<er o IT A**et* Abb6** 6:6+! At t.

+o7o<$ .69i+< t.er o icer* o IT De86rtme+t! I .i8 rom /@F-. u77 coo8er6tio+ o 0e+er67 M6+6<er 6+d *t6 o IT de8Gt PTCL He6d 4u6rter I*76m6b6d! I 696i7ed 6 u77 o88ortu+it$ 6bout 677 t.i8 8ro<r6m i+ PTCL He6d 4u6rter I*76m6b6d! I com87eted m$ i+ter+*.e com87etio+ o #6c.e A+o:7ed<e o t.i8 u+der t.e +ece**6r$ reCuireme+t* or t.6r A7i N6Dmi 6+d ot.e7or* De<ree! %or t.i* or<6+iE6tio+ 876$i+< 6 9er$ im8ort6+t ro7e re<6rdi+< 8ro9idi+< Commu+ic6tio+ to t.eir Li9e* Pe6ce u7 6+d com ort6b7e! %AHAD SHAH3E# ##A)IT (.e i+ orm6tio+ 6+d A+o:7ed<e o PTCL! T.69e com87eted m$ i+ter+ *.e Pub7ic to m6Ae T.e *u8er9i*io+ o 0M (IT B IO) Li6C6t A*<.).PRE%ACE Ei<.-/-) 10 .F.eor$! I .F-(F.i* 8ur8o*e e6c.t :eeA* i+ter+*.to /. *tude+t* o #u*i+e** Admi+i*tr6tio+ i+ I+ orm6tio+ Tec.--.69e com87eted m$ i+ter+*.-/.6* to <o i+ 6+$ Or<6+iE6tio+ or t:o mo+t.* reCuire 8r6ctic67 :orA E58erie+ce 6 ter .i8 i* t.-/-1 :it.

'#e =overnment of Pakistan retained 4*> of t#e s#ares w#ile t#e general $u6lic #olds t#e remaining *>. "it# flexi6ility to roam freely like never 6efore8 in 99 cities Nationwide8 Evo "ireless Aroad6and is ena6ling t#e wireless 6road6and revolution in Pakistan in its true sense.1 and esta6lis#ment of Pakistan 'ele$#one 7 'elegra$# .68ter / 11 .e$artment under Pakistan 'elecommunication (or$oration Act 99 . .e$artment in 94*8 P'() #as 6een a ma9or $layer in telecommunication in Pakistan.e$artment in 9. '#e =overnment of Pakistan sold *4> s#ares and control of t#e com$any to Etisalat in *!!4.es$ite #aving esta6lis#ed a network of enormous si:e8 P'() workings and $olicies #ave attracted regular criticism from ot#er smaller o$erators and t#e civil society of Pakistan.E5ecuti9e Summer$ 5rom t#e 6eginnings of Posts 7 'elegra$# . Pakistan 'elecommunication (or$oration .P'(< took over o$erations and functions from Pakistan 'ele$#one and 'elegra$# . P'() E?/ is Pakistan@s fastest += "ireless Aroad6and internet w#ic# offers its customers 2 Bsu$erior += internet ex$erienceC. E6$s8 6acked 6y t#e country@s largest "ireless service $roviderF ex$erience t#e evolution of 6road6and revolution at its 6est. C. Dust $lug and $lay or work at #ome8 in t#e office or anyw#ere in 6etween wit# t#e unsur$assed 7 ama:ing s$eed of u$ to +. So w#et#er you are =oing on a field tri$8 6usiness tri$ or a family reunion 2 downloading a song8 an image ric# $resentation or t#e latest e$isode of your favorite tv s#ow 2 wit# P'() E?/8 we let you s$end less time waiting and more time working and visiting your favorite we6 sites8 anyw#ere anytime you want.

i8H -nterns#i$ is t#e ca$stone ex$erience t#at $rovides students wit# #andsGon8 realGworld ex$erience in a work setting.e 8ur8o*e o i+ter+*. 12 .d< 6ecome 6etter ac%uainted wit# t#e ty$es of work settings in w#ic# suc# com$etence can 6e a$$lied.a< integrate and use t#eir knowledge and skills from t#e classroom8 .6< discover w#ere furt#er com$etence is needed8 . '#is $rofessionalism s#ould 6e evident in t#eir interactions wit# clients8 coGworkers8 and su$ervisors. Also8 interns s#ould not 6e considered Bsu6stitutesC to fill in for em$loyees w#o are a6sent from work. -deally8 interns#i$ will ena6le interns to: . -nterns#i$ is a re%uirement for graduation.6t i* t. /!.e i+ter+eeH -nterns are ex$ected to ex#i6it $rofessionalism at all times during t#e interns#i$ ex$erience.6t i* reCuired o t. ". /!> "./!/ ".c< take ste$s to gain t#at com$etence under educational su$ervision8 and . -nterns s#ould not $erform t#e duties of clerical or su$$ort staff. '#is is an a$$lied educational ex$erience8 t#erefore it s#ould 6e carefully structured to $rovide t#e greatest educational 6enefit to t#e intern.6t t$8e* o :orA c6+ i+ter+ee do 6t 6 *iteH -nterns#i$ $re$ares students for a $rofessional career related to t#e ma9or8 t#erefore it is im$ortant t#at interns get B#andsGonC ex$eriences similar to t#e ex$eriences of $aid $rofessionals at t#e site. -nterns are ex$ected to a$$ly t#eir knowledge8 skills8 and a6ilities in t#e $erformance of all duties8 to 6e#ave et#ically8 and to follow all rules and $olicies of t#e site.

O2ER2IE" O% THE OR0ANI3ATION *.e$artment in 9. issued six million vouc#ers exc#angea6le into 4!! million s#ares of t#e wouldG6e P'() in two se$arate $lacements.3eorgani:ation< Act.e$artment under Pakistan 'elecommunication (or$oration Act 99 . Pakistan 'elecommunication (or$oration .68ter . '#e $rovisions of t#e /rdinance were lent $ermanence in /cto6er 'elecommunication exc#anges of Pakistan . '#ese vouc#ers were converted into P'() s#ares in midG 994.1 and esta6lis#ment of Pakistan 'ele$#one 7 'elegra$# . '#e 994 t#roug# Pakistan same year8 Pakistan 'elecommunication (om$any )imited was formed and listed on all stock 13 . '#is coincided wit# t#e =overnmentHs com$etitive $olicy8 encouraging $rivate sector $artici$ation and resulting in award of licenses for cellular8 cardGo$erated $ayG$#ones8 $aging and8 lately8 data communication services. Pursuing a $rogressive $olicy8 t#e =overnment in 99 8 announced its $lans to $rivati:e P'()8 and in 99. Eac# #ad a $ar value of 3s.e$artment in 94*8 P'() #as 6een a ma9or $layer in telecommunication in Pakistan.3eorgani:ation< /rdinance formed t#e 6asis for P'() mono$oly over 6asic tele$#ony in t#e country. -n 9908 Pakistan 'elecommunication .P'(< took over o$erations and functions from Pakistan 'ele$#one and 'elegra$# .C. ! $er s#are. &istory of P'() 5rom t#e 6eginnings of Posts 7 'elegra$# . .es$ite #aving esta6lis#ed a network of enormous si:e8 P'() workings and $olicies #ave attracted regular criticism from ot#er smaller o$erators and t#e civil society of Pakistan.

)ately8 #owever8 Ifone #ad increased its market s#are in t#e cellular sector.P'()< is t#e largest telecommunication com$any in Pakistan. '#e $ostGmono$oly era came wit# Pakistan@s )i6erali:ation in 'elecommunication in Danuary *!!+. As telecommunication mono$olies #ead towards an imminent end8 services and infrastructure $roviders are set to face even 6igger c#allenges. '#ey arrested many workers and $ut t#em 6e#ind 6ars.S) services launc#ed 6y P'() reflects t#is 6y t#e introduction of a new 6rand name and o$eration of t#e service 6eing directly su$ervised 6y P'(). Etisalat8 a . '#ere were t#ree $artici$ants in t#e 6et for $rivati:ation of P'(). P6Ai*t6+ Te7ecommu+ic6tio+ Com86+$ 7imited: P6Ai*t6+ Te7ecommu+ic6tio+ Com86+$ Limited .P'() launc#ed its mo6ile and data services su6sidiaries in *!! 6y t#e name of Ifone and PakNet res$ectively. '#is com$any $rovides tele$#ony 14 . 3ecent . '#e contention 6etween =overnment and em$loyees ended wit# a +!> increase in t#e salaries of workers. '#e PakNet 6rand #as effectively dissolved over t#e $eriod of time. Eilitary #ad to take over t#e management of all t#e exc#anges in t#e country. /n t#e =overnment level8 a com$re#ensive li6erali:ation $olicy for telecoms sector is in t#e offering. =overnmentHs $lan of $rivati:ing t#e cor$oration were not welcomed in all circlesF countrywide $rotests and strikes were #el$ 6y P'() workers. . '#ey disru$ted $#one lines of institutions like Pun9a6 Iniversity )a#ore along wit# $u6lic sector institutions were also 6locked.u6ai 6ased com$any was a6le to get t#e s#ares wit# a large margin in t#e 6et. -n *!!0 =overnment of Pakistan decided to sell *4 $ercent of t#is com$any to some $rivate cor$oration.!. None of t#e 6rands made it to t#e to$ slots in t#e res$ective com$etitions.

P'() is also $art of t#e consortium of t#ree ma9or Su6marine communication ca6le networks: SEAGEEG"E +8 SEAGEEG"E . '#e com$any consists of around *!!! tele$#one exc#anges across country $roviding largest fixed line network. '#e =overnment of Pakistan sold *4> s#ares and control of t#e com$any to Etisalat in *!!4.EA 6ased ")) . =SE8 (. -n addition to wire line o$erations8 P'() also $rovides fixed line service t#roug# its countrywide (. and -GEEG"E. '#e =overnment of Pakistan retained 4*> of t#e s#ares w#ile t#e general $u6lic #olds t#e remaining *>."ireless )ocal )oo$< network8 under t#e ?fone 6rand name. -n t#e cellular segment8 t#e second largest cellular $rovider in Pakistan8 Ifone8 is also a w#olly owned su6sidiary of P'().EA and -nternet are ot#er resources of P'()8 making it a gigantic organi:ation.services to t#e nation and still #olds t#e status of 6ack6one for countryHs telecommunication infrastructure des$ite arrival of a do:en ot#er 'elco@s including telecom giants like 'elenor and (#ina Eo6ile. 15 .

Manager Manager EVP EVP P%O P%O Manager Manager EVP EVP Internal Internal #u$it #u$it Specialist/AM Specialist/AM MT MT Non-Technical Non-Technical 16 BZ BZ Centra Centra ll SEVP SEVP Sp.1 Organization Structure Presi!ent/ Presi!ent/ CE CE Staff Staff fficer fficer Company Company Secretary Secretary SEVPCor Cor SEVP porate porate Developm Developm ent ent SEVP SEVP Finan Finan ce ce SEVP SEVP IT CIO IT CIO EVP EVP SEVP SEVP Comm Comm ercial ercial EVP EVPBZ BZ &ort &ort GM GM EVP EVP !e"al !e"al Sr. Sr.Pro jects jects SEVP SEVP (CFO) (CFO) SEVP SEVP BZ BZ Sout Sout CTO CTO SEVP SEVP CIO CIO HR HR .C.Pro Sp.68ter > Structure o Or<6+iE6tio+ 3.

IT De86rtme+t Structure 17 .Non Non Management Management Technical Technical >!.

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?!.C.68ter ? SOP: St6+di+< O8er6ti+< Procedure! ?!/ Our :orA Proce**: "e :orA o+ SOP* (A Standing /$erating Procedure: A set of instructions covering t#ose features of o$erations w#ic# lend t#emselves to a definite or standardi:ed $rocedure wit#out loss of effectiveness. SOP I N%ORMATION I D ESKTOP ?!.eskto$ utilities 19 .) "e $re$are t#e following S/Ps.!/ SOP UTILITIES S/P 'itle .

S/P J S/P )ead 'ime S/P Status A$$roved Inder 3evision ?!.e$artment: /riginator &ead: 5a#ad s#a# :e6 7 5awad k#an -'/ Names: Signatures 20 .!. ORI0INATED Pre$ared 6y: /riginating .

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or later Acro6at 3eader "-N3A3 Action item: Action Ay: Eet#od of communication: com$laint for Itilities Iser Email8 P#one #el$deskK$tcl.4.+< ..?!.*< .EP/< +.01. < .!.net.!> Proce** 7o: o de*Ato8 uti7it$ '#e user com$laint to t#e -' service .0< .esk for t#e following Activities.< .$k !0 G**8+!+9 !0 G**8+ +.8< "indow -nstallation /ffice *!!+G*!!1 G*! ! $rofessional Pro9ect *!!+G*!!1 Professional ?isio *!!1 $rofessional ES /utlook EacAfee.1< .44 ! 22 . .4< .

'#e -' Service . . Action item: Action 6y: solution of $ro6lem -' re$resentative -f t#e $ro6lem is not solved 6y t#e -' re$resentative t#en t#e -' re$resentative 'ransfer t#e $ro6lem to t#e -' service .uration: All t#e $rocess will 6e done "it# in 9:!!am to . Action item: Action 6y: Eet#od of communication: Send an -' re$resentative -' service .:+!$m 23 .esk receives t#e (om$laint and sends to -' re$resentative.esk Email8 $#one8Pit: '#e -' re$resentative solve t#e $ro6lem.esk.

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?!> SOP I N%ORMATION I RECEI2IN0 AND SOL2IN0 COMPLAINT 25 .

?!>!/ Proce** 7o: o recei9i+< 6+d *o79i+< com876i+t: '#e -' service desk receive com$lain from user.esk forward it to 'ransmission de$t.e$t. -5 it is "AN issue t#en -' #el$s .eskto$8 la$to$8 $rinter8 scanner8 Network ada$tor< software8 antivirus8 network issue and media issue. '#e -' re$resentative solves t#e $ro6lem. 26 . '#e user com$laint for -' e%ui$ments .esk transfer it to Networking .window LP 8 SP+ or latest <.. -f it is media issue t#en t#e -' #el$ . '#e -' re$resentative works on it and solves it. '#e team of networking de$t detects t#e $ro6lem and solves it. -f t#e issue comes from networking side8 t#en t#e -' service . -f it is )AN issue t#en -' #el$ desk assign it to an -' re$resentative.. '#en t#e -' #el$ desk forward it to -' re$resentative. t#e team of transmission de$t detect t#e $ro6lem and solve it.Es office *!!+G *!!1G*! !8 Es ?isio< or Antivirus issue and /$erating system issue .eskto$8 la$to$8 $rinter8 scanner8 Network ada$tor< or Software issue . -f t#e $ro6lem is in -' e%ui$ments .esk will c#eck t#at it )AN issue or "AN issue.

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?!? SOP I N%ORMATION I %OR ISSUANCE AND RECEI2IN0 IT E4UIPMENTS 28 .

?!?!/ Proce** 7o:: '#e user sent re%uest to -' Service desk for t#e -' e%ui$ments .eskto$Mla$to$M$rinterMscanner<. '#e -' service desk $re$are $urc#ase re%uisition and forwards t#e re%uest to Procurement .mention in P/< to t#e -' service desk. 29 .e$t .. '#e $rocurement .e$t issue a $urc#ase order and forwards t#e P/ to a vendor. '#e recei$ts contain name of t#e e%ui$ment8 serial num6er of e%ui$ment8 date of issue8 sign of user8 sign of =E are mentioned. '#en t#e -' service disk issue recei$t to user. After signing recei$t t#e user get t#e e%ui$ment. '#e user signs t#e recei$t and gets t#e -' e%ui$ment. ?endor sent t#e -' e%ui$ment .is t#e ac%uisition of a$$ro$riate goods andMor services at t#e 6est $ossi6le total cost of owners#i$ to meet t#e needs of t#e $urc#aser in terms N<.

C.68ter @ SER2ER AND RESI0N SOP @!/ SOP I+ orm6tio+: or re677oc6tio+ o IT eCui8me+t 6 ter Re*i<+ed 30 .

'#e em$loyee wants t#e la$to$M deskto$ for $ersonal use.*< . '#e em$loyee $aid t#e remaining $rice to &3 de$t. '#at may 6e return to t#e organi:ation after retirement or resign. 31 . -n case t#e em$loyee wants t#e la$to$M deskto$ for $ersonal use. 5ourGyear retirement $olicy will 6e use. -.@!/!/ Proce** 7o:: &ere is a la$to$ or deskto$ wit# eac# em$loyee w#ic# is owned 6y P'(). < . 3emaining $rice mean t#at t#ere is *0> decrease in t#e la$to$M deskto$ $rice $ar year.e$reciation $ar year is *0>. . '#en #e will $ay *08!!! to t#e &3 de$t due to de$reciation in t#e e%ui$ment. '#e em$loyee doesn@t want t#e la$to$Mdeskto$ furt#er more. '#ere are t#ree $ossi6ilities after retirement or resign t#e 9o6. '#en &3 $olicy will 6e im$lemented on t#e em$loyee. if t#e $rice of a deskto$M la$to$ is 3s 0!8!!! and an em$loyee use it for * year. -n case some one else stole an em$loyee e%ui$ment.e.+< -t After * year #e resigns t#e 9o6 and wants t#e la$to$ for $ersonal use. may 6e $ossi6le t#at some one stole t#e la$to$ or deskto$ of t#e em$loyee. . -f t#e em$loyee doesn@t want t#e la$to$M deskto$ after retirement or after resign t#en em$loyee transfer t#e la$to$M deskto$ to Senior Eanager or to Eanager.

ii< Password: su$$ort *.@!. SOP %OR %TTP . (lick )og/n and t#ere are a num6er of different folders will a$$ear 32 .net.$tcl.ptcl.i< Iser name: $tcl .pk ptcl Support The Dialog box appears after click ! . /$en M$ Com8uter and in address 6ar ty$e ft$:MMft$.$k as s#own Fttp://ftp.net.

)ocate t#e file8 w#ic# you re%uired: . 33 .+. '#is file automatically will 6e downloaded on your re%uired location.. Sim$le co$y t#is file and $ast w#ere you want to kee$ it.

After co$ying t#e re%uired file $lease extract like t#is: 34 .0.

*< .< www.net.#IO0RAPHY "1# ..$k =E -' 7 -/ )ia%at Asg#ar Ali Na9mi Eanager -' Asset Eu#ammad A66as Eanager -' Eu#ammad 3i:wan 35 .$tcl.+< .

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