ADEEB ANSAR SYED
IT Operations Manager
Chicago,US
Summary
Results-driven IT Operations professional with over 10 years of experience optimizing service delivery, managing technical teams, and driving digital transformation. Adept at implementing automation, leading incident response systems, and leveraging analytics to enhance service quality. Proven success in managing enterprise-scale IT support operations, reducing costs, and improving customer satisfaction.
Overview
10
10
years of professional experience
8
8
years of post-secondary education
Work History
Operations Manager
WFM Technologies Pvt Ltd
08.2020 - 08.2022
- Led a team of 70+, achieving a 20% increase in productivity, and a 10% reduction in attrition through targeted coaching and automation.
- Reduced average customer inquiry handling time by 30%, boosting satisfaction ratings by 25%.
- Developed performance dashboards in Power BI to monitor KPIs, and ensure SLA compliance.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
Operations Coordinator | Portfolio Strategy & Implementation
Novartis
05.2019 - 03.2020
- Implemented governance strategies, cutting project delays by 20%, and increasing the project success rate by 15%.
- Improved data quality by 25% and standardized SOPs across functions, enhancing operational efficiency by 30%.
- Analyzed and visualized data using Power BI and Tableau, reducing processing time by 40%.
- Enhanced customer satisfaction by resolving issues in a timely manner and providing exceptional support.
Team Manager | IT Technical Support
WFM Technologies Pvt Ltd
07.2016 - 04.2019
- Introduced quality assurance programs, resulting in a 25% increase in call quality and a 15% CSAT uplift.
- Reduced operational costs by 10% through lean resource allocation and process improvements.
- Streamlined onboarding, enhancing new hire efficiency by 30%, and satisfaction by 10%.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
Team Leader | IT Technical Support
XPM Technologies Pvt Ltd
09.2014 - 07.2016
- Manage a team of 10 customer service representatives, providing training, coaching, and feedback, resulting in a 20% increase in team productivity and a 10% decrease in absenteeism.
- Conduct regular team meetings to provide updates on performance, share best practices, and improve team communication, resulting in a 15% increase in employee engagement and a 10% decrease in the attrition rate.
- Collaborate with other departments to improve processes and resolve customer issues, resulting in a 25% decrease in customer complaints.
- Enhanced first-call resolution by 15% and customer satisfaction by 20% via process refinement.
- Maintained 90% SLA adherence while reducing escalations by 25% through improved coaching systems.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
IT Technical Support Associate
XPM Technologies Pvt Ltd
08.2012 - 09.2014
- Responded to technical support requests from internal and external clients, managing a caseload of over 50 requests per day, and maintaining a 95% customer satisfaction rating.
- Installed and configured software applications, hardware devices, and network components, resulting in a 20% increase in system stability, and a 15% reduction in downtime.
- Troubleshot and resolved technical issues for clients remotely and on-site, including desktop and laptop issues, network connectivity, and software compatibility issues, resulting in a 30% reduction in repeat service calls.
- Documented technical issues and resolutions in a centralized database, resulting in a 50% increase in knowledge management, and faster resolution times for recurring issues.
- Communicated effectively with non-technical customers, translating complex concepts into easily understandable language.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing effective solutions.
Education
Master of Science - Information Systems
Concordia University – Wisconsin
Mequon, WI 03.2023 - 12.2024
Master of Business Administration - Human Resources
Osmania University – Telangana
Hyderabad, India 06.2017 - 06.2019
Bachelor of Technology - Computer Science
Jawaharlal Nehru Technological University – Telangana
Hyderabad, India 06.2008 - 11.2012
Skills
IT Service Management
Operations Optimization
SLA Management
Power BI/Tableau, Qlik Sense Reporting
Knowledge Management
Process Automation
Risk & Incident Management
Team Leadership
Stakeholder Communication
JIRA/Confluence, SQL, Excel
Operations management
ITIL framework
Business analysis
Data analytics
Timeline
Master of Science - Information Systems
Concordia University – Wisconsin
03.2023 - 12.2024
Operations Manager
WFM Technologies Pvt Ltd
08.2020 - 08.2022
Operations Coordinator | Portfolio Strategy & Implementation
Novartis
05.2019 - 03.2020
Master of Business Administration - Human Resources
Osmania University – Telangana
06.2017 - 06.2019
Team Manager | IT Technical Support
WFM Technologies Pvt Ltd
07.2016 - 04.2019
Team Leader | IT Technical Support
XPM Technologies Pvt Ltd
09.2014 - 07.2016
IT Technical Support Associate
XPM Technologies Pvt Ltd
08.2012 - 09.2014
Bachelor of Technology - Computer Science
Jawaharlal Nehru Technological University – Telangana
06.2008 - 11.2012