Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Syed B. Ali

Humble,TX

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. With over 12+ years experience as a IT leader with different industries such as Telecommunication, Higher Education, Hospitality, and Healthcare, I possess vast experience in handling challenges at different levels.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Director - IT Support Services

Legacy Community Health
01.2021 - Current
  • Increased company revenue by streamlining processes and implementing cost-saving measures.
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
  • Improved project efficiency with strategic planning, resource allocation, and time management practices.
  • Negotiated favorable contracts with vendors for reduced costs and improved service quality.
  • Established unified IT Service Management (ITSM) programs and process utilizing ServiceNow technology.
  • Implemented Five9 technology for over 100 agents in the Contact Center and IT Support teams.
  • Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
  • Developed, Implemented, and evaluated IT projects in line with organizational objectives
  • Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
  • Reduced IT hardware cost by implementing cost effective measures.
  • Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
  • Assisted in recruiting, hiring and training of team members.


Manager - IT Support Services

Legacy Community Health
12.2018 - 01.2021
  • Increased team productivity by implementing streamlined processes and effective communication strategies.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Reduced operational costs through comprehensive process improvement initiatives and resource management.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.

Contact Center Supervisor (Service Desk)

Lone Star College System-University Park
11.2011 - 12.2018
  • Supervises a team of 35 Service Desk agents (6 virtual agents located at different campuses) in a 24x7x365 environment
  • Supervises day-to-day Contact Center operations in accordance with Service Level Agreement (SLA's) and key performance indicators
  • Serve as the senior technical resource/escalation point for all requests/incidents
  • Monitor priority based issues and ensures proper escalation is being followed
  • Assist in the professional and technical development of Contact Center Agents enabling them to deliver quality support
  • Provide training in specialized softwares/applications like Cisco Agent Desktop, Cisco Jabber, WebEx Connect, WebACD, ACD, Remote support and Service-Now ticketing system
  • Perform some administrative tasks within Service-Now ticketing system
  • Liaison between Network/Desktop/Server teams and Contact Center
  • Possesses advance knowledge in PeopleSoft Campus Solution module and Learning Management System
  • Provide support to Cisco Agent Desktop, Cisco Supervisor Desktop, WebEx Connect, Cisco Jabber, Contact Center PC's and printers
  • Manage Service Desk and Financial Aid Contact Center’s queue skills and phones with Cisco Unified Contact Center Express and Cisco Unified Communications Manager
  • Configure and troubleshoot Cisco Jabber and Cisco voicemail accounts through Cisco Unity and Cisco Presence
  • Track and analyze trends in Service Desk requests and generate statistical reports
  • Monitor phone calls to ensure excellent customer service is being provided
  • Prepare staffing plans and hire full-time/part-time staff for the Contact Center
  • Leads the project of hiring and training the supplemental staff for peak seasons (twice a year)
  • Create and maintain a training program for the newly hired Contact Center agents
  • Assist in documentation related to Contact Center policy and procedures as well as creating and maintaining Standard Operating Procedures (SOP’s)
  • Analyses and assesses current Contact Center policy and procedures; makes recommendations for changes
  • Create, maintain, and update projects in Project module within ServiceNow as assigned
  • Assist peers and director with the preparation and administration of departmental budget, business plans and metrics
  • Uses ITIL for service management
  • Experience in delivery and support of global scale service management and transformation programme
  • An IT&S leader with a full array of IT&S skills, and a track record of successfully delivering a global IT&S support function
  • Constantly seeks to improve service and lower costs to the business
  • Skilled in defining and leading the delivery of ITIL based support processes
  • Manages multiple conflicting priorities and deadlines
  • Evaluates IT systems and services against requirements
  • Broad expertise in IT, including infrastructure and application technologies
  • Attend training seminars and conferences to broaden knowledge of current and future Service Desk issues and technologies.

PC Technician II

Lone Star College System-North Harris
01.2010 - 11.2011
  • Provide networking/desktop support in a Windows XP, Windows 7, Mac environment, as well as fulfilling client’s needs in different areas related to I.T
  • Provide IT customer service through hardware, software, and networking troubleshooting for over 2500 users, which includes PC, laptops, printers, Cisco VOIP phones, smart phones, and Cisco routers and switches
  • Help Desk support via phone interaction on hardware, and software issues, in response to submitted work order tickets
  • Meet deadlines on IT support cases and resolutions with every ticket or call request made by customers
  • Maintain excellent customer service level at all times
  • Coordinate with other Techs with installations of desktops, printers, laptops and ethernet cabling
  • Use Windows Active Directory to provide user and group accounts management
  • Provide support for Microsoft exchange and other office suites such as data recovery, setups, and account managements
  • Install Cat 6e cables, fiber optic cables and patch panels.

Front Desk Manager

Choice Hotels International
08.2007 - 01.2010
  • Enhanced guest satisfaction by efficiently addressing and resolving concerns during their stay.
  • Streamlined check-in and check-out processes for a smoother guest experience.
  • Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
  • Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
  • Optimized room inventory management, resulting in reduced overbooking occurrences.
  • Improved staff communication through regular meetings, leading to enhanced teamwork and overall efficiency.
  • Established strong rapport with returning guests while building new connections with first-time visitors.

Customer Support Technician II / Help Desk Supervisor

Mobilink GSM
06.2004 - 11.2006
  • Provided first call resolution customer service that built customer satisfaction
  • Provided level II desktop support to more than 2000 users by phone, email and chat as needed to minimize downtime
  • Help Desk support for more than 2000 users
  • Ensure that staff provides timely and considerate customer service to end users by fielding Helpdesk calls and resolving technical issues
  • Proper documentation of customer’s issues in the ticketing system
  • Troubleshot GPRS (mobile web) related calls
  • Resolved escalated calls from irate customers
  • Ensured the Service Level Agreements are met
  • Liaison between Operational Management Team, Quality Assurance Team, and Floor Supervisors
  • Participated in team building activities
  • Submitted team’s reports to Floor Supervisors / Floor Managers
  • Volunteered to recruit Customer Services Representatives by screening resumes, phone interviews, and conducting assessment centers
  • Hired, trained, and evaluated 160 candidates
  • Retrained qualified staff.

Network Engineer

AAA Technologies
06.2003 - 06.2004
  • Designed and implemented network setup with Senao Wireless products
  • Provided complete networking solutions to different companies based on needs and requirements
  • Provided technical support via phone interaction or on-site
  • Installed and maintained grid dBi, Omni antenna, wireless hotspots, wireless access points and wireless routers
  • Backed-up and maintain client's network and troubleshoot ongoing problems
  • Assisted in meetings with technical presentation for potential new clients.

Technical Support Officer / LAN Administrator

Xenon Solutions
06.2001 - 06.2003
  • Handled technical queries with different kinds of internet connections, such as, dial-up, dedicated dial-up and Integrated Services Digital Network
  • Provided first call resolution with desktop support to different ISP users
  • Troubleshot complex internet and software issues in regards to services purchased by the users
  • Installed, maintained and troubleshot new and existing computers, printers, scanners, fax machines, switches and servers in the Call Center
  • Installed new network ports and patch panels as per need
  • Compiled end of shift reports using Crystal Reports
  • Ran MS-SQL queries as per new information added to the IVR
  • Maintained and troubleshot IVR services periodically.

Education

Bachelors of Applied Arts & Sciences - Computer Information Systems

University of Houston
Victoria, TX
06.2025

Associate of Applied Science - Integrated Technology

Lone Star College System
Houston, TX
12.2009

Skills

  • Project Management
  • People Management
  • Staff Development
  • Performance Improvement
  • Vendor Management
  • KPI Tracking
  • Budget Control
  • ITSM (ServiceNow)
  • Cisco UCCX & Five9 Technologies

Accomplishments

In recognition of leadership and service of Syed B. Ali, a Texas flag was raised at the state Capitol in Austin, Texas

Certification

  • HDI Support Center Manager (HDI-SCM)
  • HDI Support Center Team Lead (HDI-SCTL)
  • Cisco Certified Network Associate (CCNA)
  • Microsoft Certified System Engineer (MCSE)
  • ITIL v3.0 Foundation
  • Integrated Technology Certificate

Timeline

Director - IT Support Services

Legacy Community Health
01.2021 - Current

Manager - IT Support Services

Legacy Community Health
12.2018 - 01.2021

Contact Center Supervisor (Service Desk)

Lone Star College System-University Park
11.2011 - 12.2018

PC Technician II

Lone Star College System-North Harris
01.2010 - 11.2011

Front Desk Manager

Choice Hotels International
08.2007 - 01.2010

Customer Support Technician II / Help Desk Supervisor

Mobilink GSM
06.2004 - 11.2006

Network Engineer

AAA Technologies
06.2003 - 06.2004

Technical Support Officer / LAN Administrator

Xenon Solutions
06.2001 - 06.2003

Bachelors of Applied Arts & Sciences - Computer Information Systems

University of Houston

Associate of Applied Science - Integrated Technology

Lone Star College System

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Syed B. Ali