Tiffany Johnson Hall
Ooltewah,TN
Summary
Dynamic and results-driven Technical Support professional with over three years of progressive experience in IT support, specializing in hands-on leadership for infrastructure projects and fostering cross-functional collaboration. Expertise in managing end-to-end support for system connectivity and executing field-based deployments effectively. Proficient in guiding teams, optimizing workflows, and aligning technical solutions with organizational objectives to drive success. Committed to advancing into a senior or leadership role within a high-performing technology environment.
Overview
11
11
years of professional experience
Work History
Technical Support Specialist
Tennessee Valley Federal Credit Union
06.2021 - Current
- Deliver level 1 and level 2 support across network of 400+ users, maintaining reliable connectivity and performance in both in-office and remote settings.
- Managed remote work equipment deployment project, guaranteeing effortless user transitions and extensive documentation for compliance and future growth.
- Trained junior helpdesk staff on troubleshooting techniques, analyzing tickets, and advocating best practices in service delivery.
- Coordinated with engineering and field teams to troubleshoot system-level issues, frequently acting as main point of escalation and support during outages or upgrades.
- Enhanced onboarding processes for new employees by establishing scalable technical procedures and configurations for endpoints and software packages.
- Monitored ticket queues and trends to identify recurring issues, implementing process improvements that reduced resolution time and improved user satisfaction.
- Maintained and updated hardware/software across diverse platforms and ensured alignment with security protocols and infrastructure reliability goals.
- Hardware Support: Installation, maintenance, and repair of desktops, laptops, printers, and peripherals.
- Delivered advanced technical support for system infrastructure, ensuring optimal performance of end-user connectivity.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Helped streamline repair processes and update procedures for support action consistency.
Business Owner/Operator
Emerald Mane Salon
06.2015 - 01.2024
- Trained and motivated employees to perform daily business functions.
- Consulted with customers to assess needs and propose optimal solutions.
- Oversaw business budget planning and administration, accounting functions, purchasing, and bi-weekly payroll to handle financial needs.
- Kept all building areas and equipment functional and well-organized to promote business performance.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Interacted well with customers to build connections and nurture relationships.
Education
Bachelor of Science - Information Technology
Lee University
Cleveland, TN05-2021
Skills
- Led projects and mentored junior staff
- Infrastructure connectivity support
- Balancing executive and operational needs
- Interdepartmental liaison
- Developed onboarding materials to improve team productivity
- Support for multiple operating systems and communication platforms
- Effective communication in support roles
Timeline
Technical Support Specialist
Tennessee Valley Federal Credit Union
06.2021 - Current
Business Owner/Operator
Emerald Mane Salon
06.2015 - 01.2024
Bachelor of Science - Information Technology
Lee University