Mohammed Ali

About Mohammed Ali

Providing over 12 years of combined experience in the enterprise software support field with a focus on management, operations, consulting, and development; managing client projects in a timely manner while always striving to meet all client specifications and effectively staying under budget.Additional experience in the IT management field, supervising large teams with problem solving along with administering and supporting multiplatform Windows workstations, servers, local networks, SQL databases, and Internet Information Services (IIS) projects for small and medium sized businesses.Proven experience in multiplatform application development, networking, customer service, computer assembly, troubleshooting, remote technical support, and e-commerce.Fast learner, motivated and highly personable with strong leadership and critical thinking skills.

Experience

1. Head of Product Support (Amer)

   SS&C Blue Prism

   Nov 2020 — Present · Dallas, TX, US

   Drive Customer Loyalty:Passionate about Customer Support. Ensure customer issues are responded to within their Service Level Agreements in a positive and consistent manner.Work with the Incident Manager to proactively manage Escalated incidents and provide support where needed.Follow-up with dissatisfied customers with a focus on continuous improvement.Create and implement action plans for resolution of difficult cases/situations.Provide a “Support Welcome” to new key customers alongside the Support Relationship Manager.Ensure qualifying strategic customers receive their quarterly meetings and relevant updates.Manage the Team:Recruit the best Support Engineers to provide support services across the region. Maintain a positive culture and drive to retain top talent.Review and coach the team in best practices around incident handling, both communications and technical case handling. Provide real time feedback.Manage the workload of the Support Engineers to ensure SLAs are met and workload is prioritized correctly.Identify team members’ development and training needs.Provide hands-on help by taking incident tickets as required in the event of exceptional workload or staff shortage.Manage team members’ holiday requests, expenses, and rotations.Manage and drive the team to achieve their corporate objectives.Improve Organizational Efficiency:Look for ways of reducing the customer effort required when resolving incidents and work with counterparts in other regions to implement changes.Constantly review our processes and procedures to look for improvements.Drive ideas for call deflection and self-service.Drive the creation of knowledge assets.Identify problematic areas and communicate these with technical engineers.Provide customer feedback to the appropriate internal teams, such as Product Development.

Education

• The University of Texas at Austin

  Bachelors of Science, Electrical & Computer Engineering

  2006 — 2010

• The University of Texas at Austin

  Certificate Program, Business Management

  2018 — 2020

Skills

• Blackberry Enterprise Server
• Mysql
• Tomcat
• Html + Css
• Confluence
• Iphone
• Oscommerce
• Jira
• Opencart
• Databases
• Cadence Virtuoso
• Microsoft Office
• Labview
• Windows 7
• Microsoft Dynamics
• Ciscoworks
• C#
• Latex
• Javascript
• Vb.net
• Integration
• Microsoft Sql Server
• Web Applications
• Php
• Android
• Iis
• Pspice
• Html
• Active Directory
• Xp
• Windows Server
• Amazon Web Services
• Visual C#
• Vhdl
• Cisco Call Manager
• Enterprise Software
• Wordpress
• Xml
• Ubuntu
• Ajax