Syed Faheem

• Led and mentored a team of over 15 service desk associates, achieving a significant 20% boost in customer satisfaction ratings.
• Consistently met 99% of SLA commitments, resolving 90% of user tickets within established response times, enhancing overall CSAT scores.
• Analyzed daily operations and key performance metrics, including SLAs and KPIs, resulting in a 15% improvement in team performance.
• Facilitated regular team huddles to foster communication and ensure alignment with organizational objectives, driving team cohesion and effectiveness.
• Developed and implemented strategies for service delivery excellence, positioning the team for continued success in IT support and management.

• Led IT service desk team of 15+ analysts managing incidents, requests, and escalations for
500+ users via ServiceNow.
• Achieved 99% SLA compliance through automated workflows (88% → 99% in 3 months),
reduced manual escalations by 40%.
• Increased team productivity by 25% and reduced ticket assignment errors by 15% via
optimized scheduling and triage.
• Managed 20+ critical incidents with 90%+ first-contact resolution; minimal downtime
achieved
• Designed weekly/monthly MIS dashboards; identified and implemented 12+ process
improvement initiatives.
• Processed 200+ monthly HR transactions with 100% accuracy; maintained 100% SLA
adherence.
• Streamlined employee onboarding workflows; reduced time-to-productivity by 15%.
• Coordinated cross-functional initiatives; ensured HR policy compliance and data protection.

• Led operations team of 15+ managing 500+ customer cases monthly, improved CSAT by 20%.
• Implemented performance framework, boosted individual performance by 25%, and reduced
escalation resolution time by 50%.
• Established automated ticketing system, reduced high-priority case backlog by 30% and
improved resolution time by 35%.
• Created daily/weekly performance dashboards, implemented 15+ continuous improvement
initiatives.