Tiffany Miller
Service Desk/Help Desk Engineer in Identity Access Management
Spring Hill,FL
Summary
Versatile ServiceDesk Engineer within Identity Access Management. Skillful in troubleshooting with top-notch repair knowledge and technical expertise. Accustomed to reviewing highly technical documentation to assess the scope and develop repair strategies. Focused, reliable, and results-driven with good safety records and attention to detail.
Overview
9
9
years of professional experience
Work History
Technical Service Desk Engineer Within IAM
AlphaNet *Meta Contract*
04.2022 - 05.2023
- Provide technical support to users for moderately complex applications and access-related technical problems.
- Reviewed, troubleshot reported concerns, and re-assigned tasks within an appropriate queue.
- Responded to service desk, and database tickets and followed up with end users/customers as needed.
- Collected and provided testing/troubleshooting results.
- Via email, direct message, and audio call.
- Granted access to applications per user's job role.
- Achieved and maintained company-high customer satisfaction.
- Resolved 1st line support issues in accordance with SLA.
- Documented new application issues and helped to implement troubleshooting ideas.
- Resolved password reset.
- Utilized knowledge management tools to help resolve client issues.
- Assisted clients in completing online forms to attain access to various systems, services, hardware, software, and/or entitlements.
- Basic Networking.
- Disabled accounts of users when requested.
- Escalated trends and outages as needed to leadership and appropriate engineering teams.
- Created email addresses for new and rehires.
- New hire and rehire profile creation.
- Adjusting group policies.
- DUO account set up and installations.
Technical Analyst
Raymond James Financial Inc
06.2021 - 01.2022
- Assisted end users with technology-related problems, issues, and questions or escalated to appropriate support areas.
- Troubleshooting of voice, and video.
- Accurately created tickets within in contact tracking database and followed up with customers as needed.
- Collected and provided testing/troubleshooting results.
- Via email, direct message, and or phone to personnel with outage information and updates.
- Provide software error resolutions.
- Achieved and maintained company-high customer satisfaction.
- Resolved 1st line support issues in accordance with SLA.
- Documented new software issues and helped to implement troubleshooting ideas.
- Resolved password lockouts.
- Utilized knowledge management tools to help resolve client issues.
- Assisted clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements.
- Assists customers in performing basic software installations.
- Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems.
- Escalates trends and outages as needed to leader ship and for Service News postings.
- Manages time in customer contact center setting and documents time via activity codes.
- Manages time in customer contact center setting and documents time via activity codes.
- Utilizes required activity codes to provide awareness of non-phone-related activities.
Deskside Technician
Tata Consultancy
03.2019 - 10.2020
- Assisted users regarding computer software or hardware operation to resolve problems.
- Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
- New Hire PC imaging and user pc re-image as needed.
- Asset management of all PCs received and entering new assets into the asset software.
- Issued assets to end-users, notified end-users of asset disposal dates and notified users of completing a PC refresh request.
- Conducted monthly inventory reports of all assets.
- Shipped assets to end users as needed as well as to other locations.
- Networking testing, Kiosk updating, and Switch replacement.
- Mobile support, Meetings & Events, as well as Digital Lab support.
- OGC data collection, New Hire advocate support.
- Addressed and assisted over 10 end users at the walk-up support counter.
Help Desk Analyst
Tata Consultancy
08.2018 - 03.2019
- Managed phone and chat Incidents of clients while working closely with various IT teams.
- Provide software error resolutions.
- Achieved and maintained company-high customer satisfaction.
- Resolved 1st line support issues in accordance with SLA.
- Documented new software issues and helped to implement troubleshooting ideas.
- Used ticketing systems to manage and process support actions and requests.
- Managed customers' expectations of support and technology functionality in order to provide a positive user experience.
- Provided advanced end-user troubleshooting and desktop support.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Technical Support Specialist II
Verifone
01.2018 - 09.2018
- Worked in collaboration with the CRM team to validate data integrity.
- Provided technical support with POS (Point of Sale) terminals.
- Tasked with multiple research projects that required information verification of databases, & AMDOC resources.
- Carried out commander fix and patches for Petro accounts.
- Coordinated and I performed POS system updates remotely with clients.
- Documented and tracked the update status for all accounts.
- Worked with management, to provide any new concerns with accounts and or problems.
Help Desk Analyst POS
System One
03.2018 - 07.2018
- Managed phone and chat Incidents of clients while working closely with various IT teams utilizing the company ticketing system.
- Provide software error resolutions.
- Achieved and maintained company-high customer satisfaction.
- Resolved 1st line support issues in accordance with SLA.
- Documented new software issues and helped to implement troubleshooting ideas.
- Resolved password lockouts and reset.
- Completed inventory scans, missed scans, and un-scannable sales tags remotely with POS.
- Organized and detail-oriented with a strong work ethic
Technical Support Specialist II
Baxter Healthcare
02.2017 - 10.2017
- Provided troubleshooting and calibration error codes as well as medical programmed therapies.
- Mentored and provided training for medical staff and patients regarding medical device usage.
- Coordinated and scheduled device replacement and shipment to patients and medical facilities globally.
- Charted and documented error codes as well as therapy outcomes.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
Technical Support Specialist II
Malwarebytes
05.2017 - 09.2017
- Established compatibility with third-party software products by adjusting software settings for modification and integration.
- Provided IT support to end-users with a prompt resolution.
- Evaluated and responded to possible tickets and requests for technical support assistance.
- Carried out password resets, account unlocks, and fraud alerts.
- Reissued customer software keys.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Customer Service Specialist
Kobie Marketing
09.2016 - 02.2017
- Answered 50+ inbound calls per day to address customer inquiries, resolve issues, and provide information on new products and services.
- Directed inbound calls to designated individuals or departments.
- Resolved product or policy issues and shared benefits of new technology.
- Resolved escalated customer issues quickly to drive client retention.
- Worked with the innovation team on developing creative and innovative ideas.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Provided primary customer support to internal and external customers.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Customer Service Specialist
Connect Your Care
12.2015 - 07.2016
- Retained existing clients and encouraged new business by extending high-quality and efficient service.
- Provided high departmental standards for quality and productivity metrics.
- Worked closely with team members to meet or exceed all customer service requirements.
- Provided great customer service and resolution skills.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Installation Specialist
Merchants Choice
12.2015 - 07.2016
- Researched complex problems while documenting and generating weekly reports detailing activities.
- Responded to and resolved customer requests with a friendly approach in addition to Referring unresolved customer grievances to designated departments.
- Collaborated with logistics personnel to assist with vendor inventory and the completion of special orders.
- Troubleshoot POS equipment, preset settings of POS equipment, and coordinated equipment replacements.
- Directed teams in installation, testing, start-up and system commissioning tasks.
- Demonstrated to customers proper methods for operating equipment after it had been installed.
- Wrote and revised maintenance procedures.
Contact Center Supervisor
211, Bay Cares
11.2014 - 08.2015
- Properly mediated the work environment to form a cohesive and respectful place of employment.
- Strategically engaged team members to maintain optimal staffing.
- Worked in proximity with various agencies in-house to serve as a point of contact for escalated issues.
- Formed close cooperative work relationships with other management team members to implement concise responsibility.
- Trained all new hires, and conducted monthly quality assurance reviews of all staff members.
- Completed employee review and feedback.
- Reviewed, approved, and documented financial assistance requests of clients.
- Shift scheduling of employees and approved time off requests.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
Education
BizTech
Clearwater, FL02.2018
Associate of Arts - Early Childhood Education
Orlando Technical College - Mid Florida Tech
Orlando, FL06.2006
Diploma -
Boca Ceiga High School
Gulfport, FL05.1996
Skills
- IDM: Sailpoint IdentityIQ SailPoint 6x, 7x, 8x, OIM, Sailpoint IdentityNow, CA PAM, ActiveDirectory/LDAP, ServiceNow
- Tools/IDE: Eclipse, NetBeans SQL Developer, MYSQL Workbench, PyCharm, Apache Directory Studio, VMware, Oracle VirtualBox, GIT, SVN
- Operating Systems: Windows, Linux
- Service Desk Support
- Help Desk
- Help Desk Tickets
- Help Desk Software
Certification
Help Desk: The End-User Experience
Duo Security March 16, 2023 to March 16, 2025 https://verify.skilljar.com/c/8qudvzpkk8by
Help Desk Administrator Certification Exam
Duo Security March 16, 2023 to March 16, 2025 https://verify.skilljar.com/c/raa9r7w9xx6p
Help Desk: Support Success
Duo Security : March 16, 2023 to March 16, 2025 https://verify.skilljar.com/c/kdfrf4igunya
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Technical Service Desk Engineer Within IAM
AlphaNet *Meta Contract*
04.2022 - 05.2023
Technical Analyst
Raymond James Financial Inc
06.2021 - 01.2022
Deskside Technician
Tata Consultancy
03.2019 - 10.2020
Help Desk Analyst
Tata Consultancy
08.2018 - 03.2019
Help Desk Analyst POS
System One
03.2018 - 07.2018
Technical Support Specialist II
Verifone
01.2018 - 09.2018
Technical Support Specialist II
Malwarebytes
05.2017 - 09.2017
Technical Support Specialist II
Baxter Healthcare
02.2017 - 10.2017
Customer Service Specialist
Kobie Marketing
09.2016 - 02.2017
Customer Service Specialist
Connect Your Care
12.2015 - 07.2016
Installation Specialist
Merchants Choice
12.2015 - 07.2016
Contact Center Supervisor
211, Bay Cares
11.2014 - 08.2015
BizTech
Associate of Arts - Early Childhood Education
Orlando Technical College - Mid Florida Tech
Diploma -
Boca Ceiga High School
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