Ahmed Ali

Senior Technical Analyst with 4+ years analyzing, designing, and supporting enterprise-level application solutions within Air Canada's large-scale, multi-stakeholder technology environment. Proven track record translating business requirements into technical solutions and implementation plans across Agile/SDLC delivery cycles, partnering with business teams, developers, architects, and project managers on application modernization, system enhancements, and integration initiatives. Skilled in technical assessments, troubleshooting, and root-cause analysis, with a strong understanding of application architecture and system integrations.

Contributes to technology strategy and process improvement while providing technical guidance to development and support teams.

Senior Technical Analyst – Salesforce Admin/ Developer - Air Canada - Toronto, ON

(2025-07)

• Partnered with cross-functional stakeholders (Cargo Ops, Commercial, IT) to analyze, design, and deliver enterprise-level application solutions supporting 6 global call centers and managing 250+ users.
• Translated business requirements into scalable technical solutions and implementation plans, improving operational efficiency and user workflows.
• Built and demonstrated custom Lightning Web Components (LWC) to enhance UI/UX, improving task efficiency by 25%.
• Led Salesforce DevOps transformation (CI/CD via Gearset), reducing deployment cycle times by 20–30%.
• Supported system integration between Salesforce and AWS Connect contact center workflows, improving customer routing, cross-system data flow, and service experience.
• Designed automation using Flows (Loops, Collections) to process 50+ daily records, eliminating manual work.
• Conducted technical assessments and root-cause analysis on deployment issues, providing technical guidance to developers and admins and improving release success rates by 20%.

Analyst, Application Development and Maintenance - Air Canada - Toronto, ON

(2022-08 - 2025-07)

• Acted as a bridge between business stakeholders and engineering teams, translating requirements into technical solutions, implementation plans, and documentation within Agile/SDLC delivery cycles.
• Supported application modernization and system enhancement initiatives, managing 20–30+ user stories per sprint, aligning delivery with business priorities.
• Led stakeholder sessions (standups, backlog grooming), improving delivery consistency and communication.
• Migrated 40+ legacy automations (Process Builder → Flow), improving application architecture, system scalability, and maintainability.
• Improved Salesforce data quality through system analysis and troubleshooting by 30–40%, enabling better reporting and decision-making.

Customer Service Representative - Air Canada - Toronto, ON

(2021-08 - 2022-08)

COVID-19 Layoff: Apr 2020 – Aug 2021; prior term Mar 2019 – Apr 2020

• Delivered frontline customer support in high-pressure environments.
• Developed strong communication, problem-solving, and customer empathy skills.

Information Technology Consultant - Capgemini - Toronto, ON/ New York, NY

(2020-11 - 2021-07)

• Led client-facing requirement workshops, aligning business needs with technical solutions.
• Created user stories and solution documentation for enterprise transformation initiatives.
• Supported delivery of client solutions by coordinating between business and engineering teams.

Data Engineering Intern - IBM Innovation Space/ Knockri - Toronto, ON

(2018-04 - 2018-09)

• Migrated Data in Python to a central datahub (Big Data, Scala, SQL) and shared data on GitHub, collaborating with team members on potential bugs or data issues.

Engineering Diploma - Software Engineering - General Assembly (2021-11 - 2022-05)

Bachelor of Commerce - Information Technology Management - Ryerson University (2015-09 - 2020-04)