Ali Syed Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

In this role, I lead support teams of various WTG acquired products in the APAC region. Currently, I am leading six product support teams based in Melbourne, UK, and India. My focus area has been to migrate all teams to a common set of support applications, processes, and WTG values, while continuing in my earlier role to directly supervise the Microlistics product support team.Accomplishments- Successfully migrated all APAC teams to WTG’s preferred service management tool- Initiated a Top5 Incident Review process for all teams to help them identify most frequent and high impact issues- Successfully led the team to drop average First Response Time to under 1 hour from above 80 hours

Melbourne, Australia

As Global Client Relationship & Support Manager, I listen to and support clients to ensure our service capability supports their business objectives. Warehouse systems are business-critical applications, so I feel a great responsibility to ensure quick and efficient resolution to client issues.In an effort to improve processes for clients, I refined Microlistics’ Customer Support Policy, giving clarity to clients around the responsibilities of each party in the software agreement, and around end-of-life policies.I enjoy having a broad view of the Microlistics business to provide expert input on new technology, recently leading the development of Microlistics Cloud – a critical offering for customers – and now manage all cloud operations, all while running a multi-disciplined team that manages 80% of issues at the front line, resulting in quicker resolution for clients, minimising system downtime and business impact.In this role, I:- Ensure issues relating to clients’ operations are addressed as quickly as possible by effectively managing all activities related to client support- Handle client escalations for efficient resolution of issues, and contributing to weekly incident prioritisation meetings with the development team- Lead and manage the client support team, including recruitment, training and mentoring- Oversee Microlistics’ network infrastructure and cloud hosting of client WMS software- Manage WMS and third-party software licences following customer feedback, for clients, simplifying and consolidating their billing, and reducing revenue leakage- Identify opportunities for software and process improvements, and providing input on product development and enhancements

Melbourne, Australia

Part of the Zuuse leadership team, leading a technical support team while also providing hands-on comprehensive application support to 100+ clients across Australia & NZ.Accomplishments▪ Implemented Zendesk with SalesForce integration▪ Recreated the end-to-end technical support process, based on ITIL principles▪ Maintained 99% customer satisfaction rating▪ Embedded a culture of working closely with other teams such as Development, Sales, Consulting etc.▪ Reformed the entire process of clients’ maintenance & support renewals▪ Created and maintained the Client Portal: http://support.beims.com

Melbourne Area, Australia

Description merged with that of the 'Customer Support Manager' role at Zuuse

Melbourne Area, Australia

Description merged with that of the 'Customer Support Manager' role at Zuuse

Melbourne, Australia

Worked as part of the Cadbury-Schweppes IT systems separation project, leading a team of service desk analystsAccomplishments▪ Created an incident management process for the project service desk, identifying escalation points▪ Worked closely with the offshore service desk in Mumbai to assist and hand over project support▪ Provided ownership of the project progress communication to the key stakeholders

Melbourne, Australia

Providing 1st/2nd level support to Cadbury users, encompassing various systems and geographical areasincluding Japan, India, Poland etc.Accomplishments▪ Served as a Service Desk champion for sites in Scoresby and Pakistan▪ Issued escalation notifications to all stakeholders for P1 incidents▪ Winner of “Analyst of the Month” award in 04/2009

Performing basic BA duties such as documenting client business requirements and gap analyses.

Working as part of the R4 project (enhanced Discounting) Looking after System Change Requests and their timely approval and implementation, after ensuring all tests are conducted and their results attached thereto.

Working as part of the Strategy & Architecture Team, enhancing and promoting the use of, the Configuration Management Database.

Working in both 1st and 2nd level support, for Coles Supermarket business, providing cutting-edge IT support to retail stores for 10+ applications including hardware support.

Master Of Business Systems Professional, It

Mba, Finance

Postgraduate Degree, Management Information Systems, General

Bachelor Of Commerce - Bcom, Business/Commerce, General