Summary
Overview
Work History
Education
Skills
Certification
Hobbies and Interests
Accomplishments
Timeline
Generic

Aaliya Syed

Virginia Beach,VA

Summary

Support Manager with a proven record at Olympus Solutions INC, achieving a 30% increase in SLA compliance through strategic ticket management and effective team leadership. Expertise in hardware troubleshooting and communication drives operational excellence and enhances customer service. Focus on fostering collaboration and continuous improvement in support processes.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Support Manager

Olympus Solutions INC
Virginia Beach, VA
02.2024 - Current
  • Company Overview: Business Sensitive
  • Leading a team of 8 to 9 support specialists.
  • Initiated and led a project to optimize the ticket intake and resolution process across the BEARS and PUMAS systems.
  • Identified inefficiencies in the ticket queue, including cherry-picking and uneven workload distribution, negatively affecting SLA compliance and resolution consistency.
  • Designed and implemented a centralized ticket assignment model managed by a Service Delivery Manager (SDM), ensuring equitable distribution of incident (INC) and service request (SCTASK) tickets.
  • Developed operational guidelines and escalation protocols, minimizing unnecessary developer queue escalations, and improving first-level resolution effectiveness.
  • Introduced structured communication expectations and follow-up policies to improve SLA adherence, enhance customer communication, and reduce the unresolved ticket backlog.
  • Resulted in a 30% improvement in SLA compliance, a 20% increase in First Contact Resolution (FCR), and a notable enhancement in team collaboration and client satisfaction metrics.
  • Led a cross-functional project to streamline onboarding for new project teams requesting entitlements in the BEARS platform.
  • Designed the 'BEARS New Entitlement Request – Form & Instructions,' a multi-sheet spreadsheet tool with step-by-step guidance for project teams, a structured entitlement entry form for bulk load processing, naming conventions aligned with BEARS and Active Directory standards, and a template for approval group creation, including SEID tracking.
  • Reduced errors in entitlement requests, improved data accuracy, and cut average onboarding time by over 40%.
  • Enabled faster ticket closure for the MSO BEARS Support Team, and improved turnaround for new team provisioning.
  • Business Sensitive

Customer Support Center Supervisor

Virginia Beach City Public Schools
Virginia Beach, VA
05.2021 - Current
  • Managed the full operations of the Customer Support Center within the Department of Technology, leading a team of 7 support specialists responsible for delivering IT and customer service support to over 60,000 end users, including students, parents, faculty, and administrative staff across the school division.
  • Introduced and implemented modern customer service and IT helpdesk best practices to a team with limited traditional support experience.
  • Leveraged my background in IT service management and customer service to guide a cultural and operational shift toward increased responsiveness, accountability, and service quality.
  • Planned and executed multiple internal improvement projects aimed at enhancing service delivery.
  • Initiatives included standardizing workflows, introducing knowledge base tools, and reducing support resolution times—all of which contributed to measurable increases in stakeholder satisfaction and operational efficiency.
  • Directed a data-driven staffing optimization project, analyzing call and ticket volume trends to better align personnel scheduling with peak support demand.
  • This effort resulted in a 25% reduction in first-response times and a 30% decrease in support backlog over a 6-month period.
  • Designed and deployed a new ticket triage and assignment framework, which ensured equitable distribution of workload and prioritized urgent issues for escalation.
  • This improved team throughput and increased adherence to SLAs by over 20%.
  • Launched a monthly performance reporting system and QA program, tracking KPIs such as average resolution time, customer satisfaction scores, and individual team performance.
  • These reports informed continuous improvement efforts and enabled more data-driven coaching and training.
  • Collaborated cross-functionally with instructional technology, infrastructure, and HR teams to develop onboarding and training materials that addressed common user issues and supported knowledge transfer.
  • This contributed to a more self-sufficient team and a consistent support experience across all channels.
  • Oversaw compliance with the Virginia Department of Education’s data management and retention policies, ensuring that support center operations adhered to state-mandated standards for handling student and staff information, with an emphasis on privacy and secure record-keeping.
  • Championed a culture of continuous improvement, regularly evaluating team feedback and user trends to propose and implement process enhancements that aligned with strategic departmental goals.

Client Services Manager

IQVIA
Virginia Beach, VA
02.2019 - 05.2021
  • Established and monitored customer care performance indicators and service level metrics.
  • Developed and implemented policies to enhance retention rates and boost customer satisfaction.
  • Conducted interviews, hiring, and training for new customer service representatives.
  • Provided monthly feedback to customer service representatives to address performance gaps.

Sr. Service Quality Analyst

IQVIA
Virginia Beach, VA
07.2012 - 02.2019
  • Monitored calls and provided feedback to IT Support Desk agents, improving communication and technical skills.
    Conducted quality reviews of telephone representatives' performance to achieve service goals.
    Audited inbound and outbound calls for adherence to guidelines and procedures.
    Summarized audit findings and recommendations for supervisor performance evaluations.
    Delivered coaching based on audit results to ensure alignment with policies.
    Contributed to training materials and procedural updates to enhance productivity.
    Mentored new representatives, facilitating smooth transition from training to production.
    Participated in formal training sessions for newly hired agents to strengthen onboarding process.

CSR 2

IQVIA
Virginia Beach, VA
05.2010 - 07.2012
  • Provided first and second-line support for technical issues related to hardware, software, and networking.
  • Diagnosed and resolved various technical problems, ensuring minimal disruption to operations.
  • Communicated effectively with end users through calls, chats, and emails.
  • Utilized customer service skills to consistently exceed user expectations.
  • Demonstrated strong client-facing abilities to enhance communication and trust.
  • Performed advanced troubleshooting while managing multiple tasks efficiently.

Senior Technical Support Engineer

Hewlett Packard Global Solution Center
Bangalore, India
01.2007 - 01.2010
  • Delivered business support for Hewlett Packard North America and Asia-Pacific regions.
  • Diagnosed and resolved hardware and software issues effectively.
  • Performed root cause analysis on complex technical issues using log files and application traces.
  • Created comprehensive documentation for existing systems and processes.
  • Collaborated with cross-functional teams to enhance operational efficiency.
  • Engaged in training sessions to remain current with new technologies.

Customer Service Representative

Dell International Services
Bangalore, India
03.2005 - 01.2007
  • Delivered business support to North American consumers, enhancing service efficiency.
  • Resolved Dell process issues for team members in India, Manila, and United States.
  • Facilitated proper implementation of standard operating procedures for new employees.

Customer Service Representative

Convergys Corporation
Bangalore, India
02.2004 - 03.2005
  • Facilitated completion of financial processes for North American consumers.
  • Responded to customer inquiries via phone, email, and chat with accurate product information.
  • Identified opportunities for enhancing customer service processes and proposed actionable improvements.

Education

Bachelor of Business Administration - Human Resources Management

ICFAI Tripura University
Tripura, India
01.2016

Skills

  • Hardware and software troubleshooting
  • Problem solving and logical thinking
  • Mentoring and coaching
  • Multi-tasking skills
  • Team leadership
  • Quality assurance
  • Documentation practices
  • Customer service excellence
  • Effective communication
  • Time management strategies
  • Collaborative teamwork
  • Adaptability skills

Certification

  • Six Sigma Certification, 01/01/15, Green Belt
  • ITIL Foundation Certification, 01/01/13

Hobbies and Interests

  • Traveling
  • Cinema
  • Dancing
  • Cooking

Accomplishments

  • IRS CDM Phase II Iron Shield Award August 2024 - recognized for the outstanding performance as a Service Desk manager in Support of the Internal Revenue Service during the second quarter 2024. For the expertize and innovative mindset led to process improvements that hand an immediate and significant positive impact on the MSO Service Desk.

Timeline

Support Manager

Olympus Solutions INC
02.2024 - Current

Customer Support Center Supervisor

Virginia Beach City Public Schools
05.2021 - Current

Client Services Manager

IQVIA
02.2019 - 05.2021

Sr. Service Quality Analyst

IQVIA
07.2012 - 02.2019

CSR 2

IQVIA
05.2010 - 07.2012

Senior Technical Support Engineer

Hewlett Packard Global Solution Center
01.2007 - 01.2010

Customer Service Representative

Dell International Services
03.2005 - 01.2007

Customer Service Representative

Convergys Corporation
02.2004 - 03.2005

Bachelor of Business Administration - Human Resources Management

ICFAI Tripura University

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