Syed Naved Ali

Unit Business Risk & Compliance Specialist - IKEA Canada - Richmond, BC

(2024-03)

Manage and document operational risk incidents end-to-end using internal tracking systems, ensuring timely resolution and regulatory compliance — directly analogous to Tier 1 issue tracking and resolution workflows.
Implemented compliance frameworks and emergency response protocols, coordinating cross-functional teams under pressure — mirroring the coordination required during system implementations and site deployments.
Facilitate staff training sessions on safety procedures, health protocols, and compliance requirements, applying classroom and one-on-one training delivery skills applicable to client-facing technology training.
Conduct site inspections, prepare structured incident reports, and maintain audit-ready documentation — skills transferable to pre-deployment site surveys and client reporting.

Sales Co-worker - IKEA Canada - Richmond, BC

(2023-04 - 2024-03)

Delivered measurable performance improvements (20% increase in sales and product-per-basket KPIs) through customer engagement strategies and team coordination.
Consistently maintained structured issue escalation and resolution processes while supporting high-traffic operations.

Technical Support Engineer (Charles Schwab — Offshore) - Mphasis Ltd. - India

(2021-10 - 2022-06)

Provided Tier 1/2 IT support for enterprise users, achieving a 95% first-contact resolution rate and maintaining high system uptime for a major US financial institution's offshore operations.
Reduced escalations by 20% through structured troubleshooting, proactive issue identification, and cross-team collaboration — directly aligned with the Triage Desk and Tier 1 support mandate.
Operated in a high-volume, SLA-driven environment, managing simultaneous cases across phone, email, and remote access channels — the same multi-channel support model required in this role.
Maintained detailed documentation of all incidents through to resolution, ensuring audit trails and knowledge base accuracy.

Business Analyst - Webcraft IT - Indore, India

(2020-07 - 2021-09)

Wrote and maintained SQL queries and built Power BI dashboards to support data-driven business decisions — demonstrating the SQL proficiency required for fleet management and system diagnostics in this role.
Automated manual reporting processes, reducing workload by 30% and improving operational decision-making speed.
Achieved 95% on-time project delivery by translating complex client requirements into structured technical documentation and action plans — a skill directly applicable to planning system implementation and upgrade projects.
Acted as a bridge between technical teams and non-technical stakeholders, refining the client communication skills central to this customer-facing role.

System Administrator - Wipro Ltd. - Pune, India (Royal DSM Process)

(2021-03 - 2021-06)

Administered Windows-based IT infrastructure for an enterprise client, maintaining 99% system uptime through proactive monitoring and rapid incident resolution.
Used Remedy ticketing system to track, prioritize, and resolve incidents within SLA timelines — equivalent to Wenco's issue tracking and documentation requirements.
Troubleshot remote technical issues across network and hardware layers, supporting distributed users with minimal downtime.

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