Ali Sayed Email & Phone Number

Parkwood, Wa, Au

Islāmābād, Pakistan

Perth, Australia

Auckland, New Zealand

Incident/Event Management – Mitigating the impact of Outages - Monitor and provide feedback/updates to resolver teams during planned/unplanned outages and take lead to drive towards the quickest resolution for both the Customer and Customer Care Teams.- Ensured the efficient operation & maintenance of overall IT infrastructure, including client & logic servers.- Initiate remedial actions to minimize the impact of service incidents and system events.Operations – Managing the day to day experience- Creating and maintaining new user’s setup and different access level on various systems.- Train and configure end users on different types of IT hardware including PC, laptops, tablets and smart phones including various iOS Apple devices.- Providing application support for various Apps-MS office, Clinical system dashboards, Adobe, Google Maps, Chrome, Safari, iOS software updates and App updates for various types of devices.- Ensure that service capacity, service availability, service continuity, and data integrity are aligned to business needs in a cost-effective manner.

Auckland, New Zealand

- Investigating major incidents, impacts on system and ensuring timely resolution.- Developed and managed contingency recovery plans.- Managing of call centre call routing, agent skillsets and queues to provide the best customer experience.- Provide management response to unforeseen issues across service delivery, working collaboratively with the Team Leaders to provide constant communication and support to all frontline staff.- Recording & loading new or pre-recorded system issue IVRs for Vodafone whenever required.

Auckland, New Zealand

- Led and developed a team of 17 Tier1.5 mobile technical support agents.- Guided the team to continual improvement, including improving operational efficiencies against KPI's and supporting their ongoing development.- Share team knowledge and resources proactively and collaboratively with other Delivery Team Leaders to ensure the department meets or exceeds all agreed targets.- Ensuring that the appropriate systems and processes are in place to measure and manage staff performance and to coach and develop a high performance workforce.

Auckland, New Zealand

- Provide reporting to stakeholders on operational performance and effective resource utilisation.- Create and deliver internal and external communications to impacted customers and staff during planned and unplanned events or outages. - Effective management of internal and partner call routing.- Monitoring of agent behavioural and work performance and adherence to their job description responsibilities.- Providing floor support or Tier 2 support for agents.

Wellington & Wairarapa, New Zealand

- Tier 2 technical support: monitoring of hardware, software configurations and network for ANZ Eftpos, Nightlink devices, and assistance to offsite terminal through Zontalk and TMS (remote configuration systems).- Providing technical assistance to ANZ eGate and PC Eftpos merchants and reporting faults. - Coordinating onsite technician and merchants in installing PC Eftpos software and integrating them with Point of Sale Application/software.

Wellington & Wairarapa, New Zealand

- Managing a team of 15 CSR’s, ensuring that outbound and inbound calls are met the highest possible standard and sales targets are met.. - Develop and implement new communication methods such as TXT and email notifications for the purpose of keeping the customer informed on their fault management progress.- The management of incident SLAs for single user incidents.- Implement training programs for all staff members on different inbound and outbound campaigns.

Karachi, Pakistan

Karachi, Pakistan

Post Graduate Diploma, Ecommerce & Multimedia

National Certificate In Contact Centre Operations, Leadership/Management/Call Centre Operations

Bachelor Of Science (B.S.)