Tatiana Sims
Forney
Summary
Technical support professional with extensive experience, specializing in troubleshooting and customer service. Proven ability to enhance user experience and manage support ticket systems, achieving high customer satisfaction rates. Expertise in VOIP technology, combined with strong organizational skills, ensures effective resolution of complex issues in fast-paced environments.
Overview
11
11
years of professional experience
2
2
Certifications
Work History
Instructor
3D Lash & Brow Academy
Forney
03.2025 - Current
- Teach theoretical knowledge and practical skills, covering sanitation, facial treatments, and product knowledge.
- Deliver curriculum, track student attendance, and maintain an organized, safe learning environment.
- Evaluate progress through exams and practical demonstrations, providing constructive feedback.
- Motivate students, demonstrate professionalism, and guide them toward graduation and state board exam success.
- Stay updated with industry trends to ensure curriculum relevance.
Global Enterprise Engineer
RingCentral
Remote
08.2022 - 05.2023
- Diagnoses and troubleshoots all RingCentral Unified Communications (UC) issues and assists customers to maintain stable integrated UC platform.
- Troubleshoots and reproduces customer technical issues to resolution and/or escalates.
- Applies expert knowledge of RingCentral services and VOIP technology.
- Answers complex technical questions and offers workarounds for customer networks.
- Provides quick and accurate handling of support interactions - phone, screen sharing and email.
- Responds promptly to escalations while keeping detailed case notes.
- Manages customer expectations and experience to deliver high customer satisfaction and increase retention.
- Regularly achieves and exceeds service level agreements and quality customer satisfaction targets.
- Manage escalated issues and collaborate with other internal departments to expedite resolution.
- Configured and maintained network components such as routers, firewalls, and switches.
Lead Technical Support Specialist
Calyx Software
Dallas
03.2021 - 08.2022
- Troubleshooting, analyzing, and diagnosing software application problems reported by phone, e-mail, or other communication method at a Tier II level.
- Monitoring a variety of system reports and records to identify and resolve inconsistencies.
- Writing systems documentation including system support procedures, production problem reports, and detailed help desk call information.
- Participating on system projects: analyzing business processes, organizational procedures, workflow, and information requirements; and documenting business requirements.
- Monitoring referred calls including tickets entered in the ticket tracking system for problems referred to other help desks.
- Opening tickets in the ticket tracking system and following through to resolution within service level agreements.
- Researching and analyzing a wide range of production problems in order to provide technical assistance or determine if automated system modifications and/or enhancements are required.
Application Administrator
Hewlett Packard/The Select Group
Plano
03.2017 - 03.2019
- Collaborated with development teams in order to define requirements for new projects or initiatives.
- Provided technical support to users for application related issues, troubleshooting and resolving complex problems.
- Ensured compliance with industry standards related to data privacy and security regulations.
- Performed daily maintenance of application systems, including monitoring performance, security updates, log analysis.
Technical Support Representative
Consolidated Data Services
Irving
10.2016 - 02.2017
- Provided technical support for customers via phone, email, and chat; responded to customer inquiries promptly and professionally.
- Identified and resolved technical issues using a range of diagnostic tools.
- Utilized troubleshooting techniques to identify, analyze, and resolve customer issues quickly.
- Handled customer complaints and escalated issues in accordance with procedures.
- Diagnosed issues through the process of elimination by asking probing questions.
- Maintained accurate records of customer interactions and transactions; updated customer information accordingly.
Lead Technical Support Specialist
Calyx Software
Dallas
08.2015 - 08.2016
- Troubleshooting, analyzing, and diagnosing software application problems reported by phone, e-mail, or other communication method at a Tier II level.
- Monitoring a variety of system reports and records to identify and resolve inconsistencies.
- Writing systems documentation including system support procedures, production problem reports, and detailed help desk call information.
- Participating on system projects: analyzing business processes, organizational procedures, workflow, and information requirements; and documenting business requirements.
- Monitoring referred calls including tickets entered in the ticket tracking system for problems referred to other help desks.
- Opening tickets in the ticket tracking system and following through to resolution within service level agreements.
- Researching and analyzing a wide range of production problems in order to provide technical assistance or determine if automated system modifications and/or enhancements are required.
Technical Support Specialist
Baylor Scott & White/ Robert Half Technology
Dallas
04.2015 - 07.2015
- Provided technical support to internal and external customers, resolving hardware and software issues in a timely manner.
- Provided remote client support by troubleshooting hardware, network, software, and customer service-related requests and inquiries.
- Assessed customer needs, identified root cause of problems, and implemented solutions for successful resolution.
- Delivered solutions by identifying problems, researching answers, and guiding users through corrective steps.
- Completed all documentation requirements in alignment with department policies.
Education
Some College (No Degree) - Biology
Paul Quinn College
Dallas, TXLicense - Esthetics/Manicurist
3D Lash & Brow Academy
Forney, TXSkills
- Desktop support and account management
- Troubleshooting and assistance
- Data connectivity and device configuration
- User experience enhancement
- Customer service and support
- MS Office proficiency
- Software diagnosis and installation
- Windows 10 support
- Technical documentation comprehension
- Call center operations management
- Hardware and software configuration
- Support ticket system management
- Technical question response and complaint resolution
- Organizational skills and issue tracking
- Software release and rollout management
- System performance evaluation and service desk operations
- Team leadership and access management strategies
Certification
ITIL
Timeline
Instructor
3D Lash & Brow Academy
03.2025 - Current
Global Enterprise Engineer
RingCentral
08.2022 - 05.2023
Lead Technical Support Specialist
Calyx Software
03.2021 - 08.2022
Application Administrator
Hewlett Packard/The Select Group
03.2017 - 03.2019
Technical Support Representative
Consolidated Data Services
10.2016 - 02.2017
Lead Technical Support Specialist
Calyx Software
08.2015 - 08.2016
Technical Support Specialist
Baylor Scott & White/ Robert Half Technology
04.2015 - 07.2015
Some College (No Degree) - Biology
Paul Quinn College
License - Esthetics/Manicurist
3D Lash & Brow Academy