Sabbir Mirza
Information Technology
Westbury,NY
Summary
Accomplished IT Leader with 15+ years of experience managing IT operations, service delivery, and cross-functional teams in large-scale organizations. Proven expertise in implementing process improvements, leading technical projects, and optimizing system performance. Demonstrated success in reducing ticket resolution times, enhancing customer satisfaction, and managing IT assets. Adept at mentoring teams, guiding engineers, and liaising between technical and business functions.
Overview
19
19
years of professional experience
5
5
Certifications
Work History
North Americas IT Support Manager/Lead
DWS Technology Services
New York, New York
1 2022 - 7 2024
- Implemented ServiceNow reporting tools, reducing ticket resolution time by 25%
- Facilitated engineer huddle calls, improving response times by 40%
- Led cross-functional teams on complex IT projects, enhancing system efficiency and customer satisfaction
- Managed IT assets valued at $500K and ensured lifecycle management
- Mentored and developed junior staff, fostering a high-performance culture
Key Achievements:
- Improved overall system response by streamlining ticket resolution processes
- Played a critical role in reducing downtime and service disruptions across North America
IT Lead/Service Delivery Manager
IBM
New York, New York
11.2019 - 01.2022
- Spearheaded the use of ServiceNow for Incident Management and KPI tracking
- Acted as a technical liaison between business units and desktop teams, ensuring alignment on IT service goals
- Managed IT assets worth $2M, including procurement, lifecycle management, and vendor relations
- Led project teams to deploy technical solutions, improving overall operational efficiency
Key Achievements:
- Improved ticket handling efficiency, reducing resolution times by 30%
- Managed successful cross-departmental projects that led to improved user satisfaction and reduced downtime
Desktop Support Manager & SDM
Hemmersbach
New York, New York
06.2016 - 11.2019
- Mentored support staff in advanced troubleshooting techniques and conducted root cause analysis using ServiceNow
- Managed IT HUB operations, overseeing FTE assignments and lifecycle replacements of hardware and software assets
- Analyzed technical trends and implemented solutions that improved support services
Key Achievements:
- Reduced overall technical issues by implementing proactive monitoring solutions
- Ensured 100% compliance with SLA targets by optimizing support processes
Desktop Team Lead
Young and Rubicam
New York, NY
03.2003 - 02.2015
- Led desktop and mobile system support initiatives across multiple offices
- Cross-trained support staff, developed user training programs, and created comprehensive support documentation
- Coordinated IT projects, including hardware upgrades, software rollouts, and system migrations
Key Achievements:
- Achieved a 99% customer satisfaction rating through timely and effective issue resolution
- Played a key role in rolling out new technologies and minimizing disruption during transitions
Education
Bachelor of Science - Information Technology
American Public University System
Charles Town, WV 05.2001 -
Associate of Science - Business Administration
LaGuardia Community College of The City University of New York
Long Island City, NY 05.2001 -
Skills
ServiceNow Incident Management & Reporting
ITIL Best Practices
Project Management
Team Leadership & Staff Mentoring
Asset Management
Troubleshooting & Root Cause Analysis
KPI Tracking & Reporting
Certification
ITIL Foundation Certified
Timeline
IT Lead/Service Delivery Manager
IBM
11.2019 - 01.2022
Desktop Support Manager & SDM
Hemmersbach
06.2016 - 11.2019
Desktop Team Lead
Young and Rubicam
03.2003 - 02.2015
Bachelor of Science - Information Technology
American Public University System
05.2001 -
Associate of Science - Business Administration
LaGuardia Community College of The City University of New York
05.2001 -
North Americas IT Support Manager/Lead
DWS Technology Services
1 2022 - 7 2024