Mirza Taimoor Baig

Richmond,TX

Summary

Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.

Overview

years of professional experience

Certification

Work History

Service Desk Analyst

Sysco

02.2025 - Current

Support 20,000+ global associates experiencing technical issues by providing timely Level 1-2 support; troubleshoot and resolve incidents through ServiceNow, phone, and chat channels, contributing to 90%+ SLA compliance and high first-contact resolution rates.
Manage a high-volume ticket queue of 1,000+ incidents and requests per month; prioritize issues based on business impact and ensure timely resolution within established service.
Provide 24x7 support to a global workforce across multiple time zones, enabling uninterrupted access to business-critical systems and applications.
Support associates with issues related to Microsoft 365, Active Directory, VPN, Windows devices, mobile devices, collaboration platforms, and enterprise applications.

IT Support Technician

Accredo Packaging Inc

07.2024 - 02.2025

Delivered first-line IT support via phone, email, and ticketing systems, diagnosing and resolving technical issues to reduce ticket resolution times and improve user satisfaction.
Assisted with the installation and cabling of routers, switches, servers, and Wi-Fi devices; managed user accounts, permissions, and password resets through Active Directory, ensuring secure and reliable system access.
Conducted routine maintenance and performance checks on workstations, peripherals, and network devices; identified and resolved technical issues to minimize downtime.
Installed, configured, and maintained desktops, laptops, printers, and barcode scanners; performed Windows operating system installations, driver updates, and software configurations, enhancing system reliability across office and production environments.

Data Support

Baker Tilly

02.2024 - 07.2024

Validated 300+ K-1 documents to ensure the accuracy and completeness of client investment data, reducing processing errors by 35% through meticulous review.
Prepared and submitted client files through validation software, streamlining workflows and improving processing efficiency while maintaining data accuracy.
Maintained strict confidentiality of sensitive client information and ensured compliance with company policies, procedures, and regulatory requirements.

Education

BBA - Management Information Systems

University of Houston Downtown

Houston, TX

Skills

IT Support / Help Desk
Network Support (LAN, VPN, Wi-Fi)
Hardware Installation / Troubleshooting
Software Installation / Configuration

Ticketing Systems / Service Now
Printers / Scanners / Mobile Devices
Windows OS / Windows 10/11
Remote technical support