SARAH FIAZ
San Antonio,TX
Summary
Results-driven IT Support Specialist with 10+ years of experience delivering high-impact technical support in enterprise environments. Proven track record of improving system performance, reducing downtime, and enhancing user satisfaction. Expertise in incident management, access management, and troubleshooting across hardware, software, and network systems. Adept at leveraging ServiceNow, Cherwell, and SailPoint tools to streamline operations and ensure security compliance.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Substitute Teacher
Fayetteville County Schools
01.2023 - 05.2025
- Managed classroom operations and ensured continuity of learning
- Utilized digital tools for attendance tracking and communication
- Adapted quickly to new environments and responsibilities
- Demonstrated strong communication, organization, and problem-solving skills
Tier 2 Technical Support Specialist
MPHASIS
New York, NY
01.2020 - 10.2023
- Delivered Tier 2 support for enterprise financial systems, achieving 95% SLA compliance
- Reduced system downtime by 20% through proactive monitoring and log analysis
- Improved resolution time by 25% for complex incidents
- Decreased recurring issues by 40% via root cause analysis and long-term fixes
- Maintained 99% system uptime across critical applications
- Mentored junior staff and improved onboarding efficiency by 30%
L1 Technical Support Engineer
MPHASIS
New York, NY
12.2016 - 01.2020
- Reduced downtime by 25% through proactive system monitoring
- Achieved 95% customer satisfaction through efficient issue resolution
- Increased first-call resolution rate to 80%
- Conducted training sessions improving team performance and adoption rates
- Reduced recurring issues by 40% through preventative measures
Help Desk Associate
SPIKEIT GLOBAL SOLUTIONS
NJ
01.2014 - 12.2016
- Achieved 90% resolution rate for technical issues
- Reduced resolution time by 30% using structured troubleshooting methods
- Improved user productivity by 25% through fast account management support
- Maintained 95% accuracy in ticket documentation
Education
Associate Degree - Computer Information Technology
01.2016
Skills
- Incident & Problem Management
- Access Management & Security
- ServiceNow, Cherwell, SailPoint IdentityIQ/IdentityNow
- Remote Desktop & End-User Support
- Advanced Troubleshooting
- Technical Documentation & Knowledge Base
- System Monitoring & Performance Optimization
- Customer Support Excellence
- Adaptable
Accomplishments
- Took all offered shifts to maintain coverage for students
- Completed extra training to further help students under care.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- CompTIA Network+ CE (2024)
- CompTIA A+ CE (2022)
ADDITIONAL
US Citizen
Languages
English
Full Professional
Timeline
Substitute Teacher
Fayetteville County Schools
01.2023 - 05.2025
Tier 2 Technical Support Specialist
MPHASIS
01.2020 - 10.2023
L1 Technical Support Engineer
MPHASIS
12.2016 - 01.2020
Help Desk Associate
SPIKEIT GLOBAL SOLUTIONS
01.2014 - 12.2016