Sabbir Mirza

• 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

• 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

• 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

• 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