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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)
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
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
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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
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Start with the name of
Most Merciful and Graceful.
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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.
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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&IO) Liaqat Asghar Ali Najmi, IT Manager Rizwan Ashraf
and Manager of IT Assets Abbass awan.
At the end and vrery much importantly I am very thank ful to my respected Mr. Haji
Aman Awan coordinator, Sir Aftab, Sir Zubir khan & sir Majid Ali Shah of IMS Universty
of science & technology Bannu for valuable guidance & all type of Coopration in
Complition of our report.
FAHAD SHAH ZEB
BBA-IT (2006-2010)
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PREFACE
Eight weeks internship is the necessary requirements for the completion of Bachelors
Degree. For this purpose each students of Business Administration in Information
Technology has to go in any Organization for two months require practical work
Experience after having the knowledge of theory. I have completed my intern ship program
in PTCL Head Quarter Islamabad.
I completed my internship under the supervision of GM (IT & IO) Liaqat Asghar Ali
Najmi and other officers of IT Department. I have completed my internship from
15/06/2010 to 16/09/2010, with full cooperation of General Manager and staff of IT dep’t
PTCL Head Quarter Islamabad. I availed a full opportunity about all the information and
knowledge of PTCL. This organization playing a very important role regarding providing
Communication to the Public to make Their Lives Peaceful and comfortable.
FAHAD SHAHZEB
BBA-IT (2006-2010)
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Executive Summery
From the beginnings of Posts & Telegraph Department in 1947 and establishment
of Pakistan Telephone & Telegraph Department in 1962, PTCL has been a major
player in telecommunication in Pakistan. Despite having established a network of
enormous size, PTCL workings and policies have attracted regular criticism from
other smaller operators and the civil society of Pakistan.
Pakistan Telecommunication Corporation (PTC) took over operations and
functions from Pakistan Telephone and Telegraph Department under Pakistan
Telecommunication Corporation Act 1991. 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 EVO is Pakistan’s fastest 3G Wireless Broadband internet which offers its
customers – “superior 3G internet experience”. With flexibility to roam freely like
never before, in 99 cities Nationwide, Evo Wireless Broadband is enabling the
wireless broadband revolution in Pakistan in its true sense.
So whether you are Going on a field trip, business trip or a family reunion –
downloading a song, an image rich presentation or the latest episode of your
favorite tv show – with PTCL EVO, we let you spend less time waiting and more
time working and visiting your favorite web sites, anywhere anytime you want.
Just plug and play or work at home, in the office or anywhere in between with the
unsurpassed & amazing speed of up to 3.1Mbps, backed by the country’s largest
Wireless service provider; experience the evolution of broadband revolution at its
best.
Chapter 1
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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.
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Chapter 2
OVERVIEW OF THE ORGANIZATION
2.1 History of PTCL
From the beginnings of Posts & Telegraph Department in 1947 and establishment
of Pakistan Telephone & Telegraph Department in 1962, PTCL has been a major
player in telecommunication in Pakistan. Despite having established a network of
enormous size, PTCL workings and policies have attracted regular criticism from
other smaller operators and the civil society of Pakistan.
Pakistan Telecommunication Corporation (PTC) took over operations and
functions from Pakistan Telephone and Telegraph Department under Pakistan
Telecommunication Corporation Act 1991. This coincided with the Government's
competitive policy, encouraging private sector participation and resulting in
award of licenses for cellular, card-operated pay-phones, paging and, lately, data
communication services.
Pursuing a progressive policy, the Government in 1991, announced its plans to
privatize PTCL, and in 1994 issued six million vouchers exchangeable into 600
million shares of the would-be PTCL in two separate placements. Each had a par
value of Rs. 10 per share. These vouchers were converted into PTCL shares in
mid-1996.
In 1995, Pakistan Telecommunication (Reorganization) Ordinance formed the
basis for PTCL monopoly over basic telephony in the country. The provisions of
the Ordinance were lent permanence in October 1996 through Pakistan
Telecommunication (Reorganization) Act. The same year, Pakistan
Telecommunication Company Limited was formed and listed on all stock
exchanges of Pakistan
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PTCL launched its mobile and data services subsidiaries in 2001 by the name of
Ufone and PakNet respectively. None of the brands made it to the top slots in the
respective competitions. Lately, however, Ufone had increased its market share in
the cellular sector. The PakNet brand has effectively dissolved over the period of
time. Recent DSL services launched by PTCL reflects this by the introduction of a
new brand name and operation of the service being directly supervised by PTCL.
As telecommunication monopolies head towards an imminent end, services and
infrastructure providers are set to face even bigger challenges. The post-monopoly
era came with Pakistan’s Liberalization in Telecommunication in January 2003.
On the Government level, a comprehensive liberalization policy for telecoms
sector is in the offering.
In 2005 Government of Pakistan decided to sell 26 percent of this company to
some private corporation. There were three participants in the bet for privatization
of PTCL. Etisalat, a Dubai based company was able to get the shares with a large
margin in the bet. Government's plan of privatizing the corporation were not
welcomed in all circles; 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
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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.
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EVP PMO
Company Secretary Staff Officer
EVPBZ North
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President/ CEO
Chapter 3 Structure of Organization
3.1 Organization Structure
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Non Management
Technical
3.2 IT Department Structure
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Chapter 4
SOP: Standing Operating Procedure.
4.1 Our 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.
4.2 SOP INFORMATION – DESKTOP UTILITIES
4.2.1 SOP
SOP Title Desktop utilities
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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
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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
051-2283039
051-2283110
3466
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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
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4.3 SOP INFORMATION – RECEIVING AND SOLVING COMPLAINT
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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.
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4.4 SOP INFORMATION – FOR ISSUANCE AND RECEIVING IT EQUIPMENTS
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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.
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Chapter 5
SERVER AND RESIGN SOP
5.1 SOP Information: for reallocation of IT equipment after Resigned
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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
remaining price to HR dept.
Four-year retirement policy will be use. Depreciation par year is 25%.
Remaining price mean that there is 25% decrease in the laptop/ desktop price par year.
I.e. if the price of a desktop/ laptop is Rs 50,000 and an employee use it for 2 year.
After 2 year he resigns the job and wants the laptop for personal use. Then he will pay
25,000 to the HR dept due to depreciation in the equipment.
If the employee doesn’t want the laptop/ desktop after retirement or after resign then
employee transfer the laptop/ desktop to Senior Manager or to Manager.
In case some one else stole an employee equipment. Then HR policy will be
implemented on the employee.
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5.2 SOP FOR FTTP
1. Open My Computer and in address bar type ftp://ftp.ptcl.net.pk as shown
(i) User name: ptcl
(ii) Password: support
2. Click LogOn and there are a number of different folders will appear
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Fttp://ftp.ptcl.net.pk
ptcl
Support
The Dialog box appears after click GO
3. Locate the file, which you required:
4. Simple copy this file and past where you want to keep it. This file automatically will be downloaded on
your required location.
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5. After copying the required file please extract like this:
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BIOGRAPHY
(1) www.ptcl.net.pk
(2) GM IT & IO Liaqat Asghar Ali Najmi
(3) Manager IT Asset Muhammad Abbas
(4) Manager IT Muhammad Rizwan
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