通信专业英文实习报告.doc

internship report on pakistan telecommunication compnay limited submitted to director ims prof amman ullah awan submitted by asif ullah khan roll no 789 bba it session 2006 2010 institute of management sciences university of science and technology bannu 2 internship report on pakistan telecommunication compnay limited submitted to director ims prof amman ullah awan submitted by fahad shah zeb roll no 789 bba it session 2006 2010 internship report subitted to the director institute of management sciences in partial fulfillment of the requirments for the degree of bachlor in business administrator in information technology institute of management sciences university of science and technology bannu 3 internship report on pakistan tele communication limited ptcl external examiner sign name director sign name prof amman ullah awan supervisor sign name aftab khan student sign name fahad shah zeb 4 5 start with the name of most merciful and graceful 6 dediacation i dedicate my this efforts to my loving parents friends and especially my younger brother muhammad nasir shoaib khan lan technician in etisalat whose inspired me to have a long life love to education 7 8 table of content s no topics page no preface 8 acknowledgement 9 executive summary 10 chapter 1 introduction to internship report 11 what is the purpose of internship 11 what types of work can interns do at a site 11 what is required of the intern 11 chapter 2 overview of the organization 12 history of ptcl 12 pakistan telecommunication company limited 13 chapter 3 structure of organization 14 organization structure 14 it department of ptcl 15 chapter 4 standing operating procedure 17 our work process 17 sop information desktop utilities 17 process flow of desktop utility 19 sop information receiving and solving complaint 21 process flow of receiving and solving complaint 22 sop information for issuance and receiving it equipments 23 process flow of issuance and receiving it equipments 24 chapter 5 server and resign sop 25 sop information for reallocation of it equipment after resigned 25 process flow of reallocation of it equipment after resigned 26 sop for fttp 27 bibliography 30 9 acknowlegment i am very much thankful to the whole staff of ptcl head quarter islamabad specially the officers who guided me very well cooperate me and had very good behavior with me the above said officers are gm it experience the evolution of broadband revolution at its best 12 chapter 1 1 1 what is the purpose of internship internship is the capstone experience that provides students with hands on real world experience in a work setting ideally internship will enable interns to a integrate and use their knowledge and skills from the classroom b discover where further competence is needed c take steps to gain that competence under educational supervision and d become better acquainted with the types of work settings in which such competence can be applied 1 2 what types of work can internee do at a site internship prepares students for a professional career related to the major therefore it is important that interns get hands on experiences similar to the experiences of paid professionals at the site interns should not perform the duties of clerical or support staff also interns should not be considered substitutes to fill in for employees who are absent from work this is an applied educational experience therefore it should be carefully structured to provide the greatest educational benefit to the intern 1 3 what is required of the internee interns are expected to exhibit professionalism at all times during the internship experience this professionalism should be evident in their interactions with clients co workers and supervisors interns are expected to apply their knowledge skills and abilities in the performance of all duties to behave ethically and to follow all rules and policies of the site internship is a requirement for graduation 13 chapter 2 overview of the organization 2 1 history of ptcl from the beginnings of posts countrywide protests and strikes were help by ptcl workers they disrupted phone lines of institutions like punjab university lahore along with public sector institutions were also blocked military had to take over the management of all the exchanges in the country they arrested many workers and put them behind bars the contention between government and employees ended with a 30 increase in the salaries of workers 2 2 pakistan telecommunication company limited pakistan telecommunication company limited ptcl is the largest telecommunication company in pakistan this company provides telephony 15 services to the nation and still holds the status of backbone for country s telecommunication infrastructure despite arrival of a dozen other telco s including telecom giants like telenor and china mobile the company consists of around 2000 telephone exchanges across country providing largest fixed line network gsm cdma and internet are other resources of ptcl making it a gigantic organization the government of pakistan sold 26 shares and control of the company to etisalat in 2006 the government of pakistan retained 62 of the shares while the general public holds the remaining 12 ptcl is also part of the consortium of three major submarine communication cable networks sea me we 3 sea me we 4 and i me we in addition to wire line operations ptcl also provides fixed line service through its countrywide cdma based wll wireless local loop network under the vfone brand name in the cellular segment the second largest cellular provider in pakistan ufone is also a wholly owned subsidiary of ptcl 16 sevp it cio cto sevp hr sevp finance cfo sevpcorporate development sevp commercial sevp sp projects sevp bz south sevp bz central evp legal evp gm sr manager manager specialist am mt non technical evp internal audit evp pmo company secretary staff officer evpbz north cio president ceo chapter 3 structure of organization 3 1 organization structure 17 non management technical 3 2 it department structure 18 19 chapter 4 sop standing operating procedure 4 1our work process we work on sops a standing operating procedure a set of instructions covering those features of operations which lend themselves to a definite or standardized procedure without loss of effectiveness we prepare the following sops 20 4 2 sop information desktop utilities 4 2 1 sop sop titledesktop utilities sop sop lead time sop status approved under revision 4 2 2 originated prepared by fahad shah zeb fawad khan originating department ito originator head names signatures 21 ito start user complaint request to it service desk complaint received by it service team it representative solved incomplete and need more information micro soft office 2003 2007 2010 professional window xp professional with sp3 or later anti virus macafee utilities winrar end software other then mention end 22 4 2 3 process flow of desktop utility the user complaint to the it service desk for the following activities 1 window installation 2 office 2003 2007 2010 professional 3 project 2003 2007 professional 4 visio 2007 professional 5 ms outlook 6 macafee epo 3 6 0 574 or later 7 acrobat reader 8 winrar action item complaint for utilities action by user method of communication email phone helpdesk pk 051 2283039 051 2283110 3466 23 the it service desk receives the complaint and sends to it representative action item send an it representative action by it service desk method of communication email phone pitz the it representative solve the problem action item solution of problem action by it representative if the problem is not solved by the it representative then the it representative transfer the problem to the it service desk duration all the process will be done with in 9 00am to 4 30pm 24 25 4 3 sop information receiving and solving complaint receiving and solving complaint system admin transmission data centernetworking start user complain it equipment issue networking issue detect the problem solve end detect the problem solve software antivirus assign to an it representative solve end wanlan email issue detect the problem solve if the problem is in networking media issue send feed back to it help desk send feed back to it help desk 26 4 3 1 process flow of receiving and solving complaint the it service desk receive complain from user the user complaint for it equipments desktop laptop printer scanner network adaptor software antivirus network issue and media issue if the issue comes from networking side then the it service desk will check that it lan issue or wan issue if it is lan issue then it help desk assign it to an it representative the it representative works on it and solves it if it is wan issue then it helps desk transfer it to networking dept the team of networking dept detects the problem and solves it if it is media issue then the it help desk forward it to transmission dept the team of transmission dept detect the problem and solve it if the problem is in it equipments desktop laptop printer scanner network adaptor or software issue ms office 2003 2007 2010 ms visio or antivirus issue and operating system issue window xp sp3 or latest then the it help desk forward it to it representative the it representative solves the problem 27 28 4 4 sop information for issuance and receiving it equipments sop for issuance and receiving it equipments vendorprocurement deptit start user request for it equipment it service desk prepare purchase requisition pr receive pr prepare purchase order po receive po send it equipment to it service desk user get equipment end 29 4 4 1 process flow the user sent request to it service desk for the it equipments desktop laptop printer scanner the it service desk prepare purchase requisition and forwards the request to procurement dept is the acquisition of appropriate goods and or services at the best possible total cost of ownership to meet the needs of the purchaser in terms the procurement dept issue a purchase order and forwards the po to a vendor vendor sent the it equipment mention in po to the it service desk then the it service disk issue receipt to user the user signs the receipt and gets the it equipment the receipts contain name of the equipment serial number of equipment date of issue sign of user sign of gm are mentioned after signing receipt the user get the equipment 30 chapter 5 server and resign sop 5 1 sop information for reallocation of it equipment after resigned policy for recollection of it equipment after resigned or retirement hrdata center start employee having desktop latop theft employee want the equipment resign retire hr policy will be implemented transfer to sm manager paid the required price 31 5 1 1 process flow here is a laptop or desktop with each employee which is owned by ptcl that may be return to the organization after retirement or resign there are three possibilities after retirement or resign the job 1 the employee wants the laptop desktop for personal use 2 the employee doesn t want the laptop desktop further more 3 it may be possible that some one stole the laptop or desktop of the employee in case the employee wants the laptop desktop for personal use the employee paid the remainin