Tiffany Miller
Colorado Springs,Colorado
Summary
Proven technical support specialist at Baxter Healthcare with a track record of delivering exceptional customer service and achieving high satisfaction rates. Expertise in Microsoft 365 and conflict resolution enhances operational efficiency and fosters client trust, making a significant impact within any team.
Overview
10
10
years of professional experience
Work History
Biomedical Technical Support Representative
Independent Contractor - Self Employed
Colorado Springs, CO
12.2024 - Current
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
- Conducted remote diagnostics to identify and solve technical problems.
- Performed regular maintenance checks on customers' systems.
- Guided customers through step-by-step solutions in a clear and concise manner.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Diagnosed system errors and implemented solutions to resolve them.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Ensured compliance with company policies and procedures regarding technical support operations.
- Developed and maintained strong relations with customers to meet quality expectations.
Telecom Support Representative
Elavon
02.2024 - 08.2024
- Reviewed and placed correction of missing funds of merchant accounts
- Password reset of third-party software for medical, government and additional merchant account
- Resolved 1st line support issues, ensuring adherence to SLA, and achieved company-high customer satisfaction rates
- Assisted clients via phone, chat and email response
- With technical solutions
- Pulling statements, reports and comparing data and information
- In order to resolve discrepancies
Desktop Analyst
United Software Group (Bloomin Brands Contract)
07.2023 - 11.2023
- Provided technical support for moderately complex applications and access-related technical issues
- Provided troubleshooting of hardware and software for Point of Sales devices, issuing a replacement of device request when needed
- Resolved 1st line support issues, ensuring adherence to SLA, and achieved company-high customer satisfaction rates
- Monitored and responded to service desk tickets, escalating trends and outages as necessary
Operations Support Specialist
Alpha Net (Meta Contract)
04.2022 - 09.2023
- Provided technical support for moderately complex applications and access-related technical issues
- Managed onboarding and offboarding processes, including user creation in O365 and Duo account setup
- Resolved 1st line support issues, ensuring adherence to SLA, and achieved company-high customer satisfaction rates
- Monitored and responded to service desk tickets, escalating trends and outages as necessary
- Addressing basic issues and questions related to the Workday platform, such as navigation, access, and functionality
- Identifying and resolving common Workday issues like login problems, connectivity issues, or basic system errors
- Assisting with password resets, account unlocks, and other access-related tasks within Workday
Technical Analyst
E Team INC (Contract)
06.2021 - 01.2022
- Assisted end-users with technology-related issues, focusing on O365 installation and mobile app configuration
- Created and managed tickets, ensuring timely follow-up and issue resolution in alignment with company SLA
- Documented and implemented troubleshooting processes, contributing to the knowledge base
- Addressing basic issues and questions related to the Workday platform, such as navigation, access, and functionality
- Identifying and resolving common Workday issues like login problems, connectivity issues, or basic system errors
- Assisting with password resets, account unlocks, and other access-related tasks within Workday
Asset Management
Tata Consultancy (PWC Contract)
03.2019 - 10.2020
- Provided technical support for software and hardware operations, including mobile app installation and PC imaging
- Managed asset inventory, conducting monthly reports and coordinating shipments to various locations
- Maintained hardware assets, and peripherals within Service Now and excel spread sheet for accuracy
- Worked directly with vendors such as HP and Dell, to place asset replacement requests, and maintained communication throughout the shipping and receiving of the assets
- Entered new assets into the system, and communicated with end users via email of their devices end of life status
- Maintained the asset room and ensured its security of access
- Managed swap requests of defective assets in house and made sure end user's understood the timeframe of completion on the request
- Conducted and maintained quarterly inventory audit, accounted for all devices assigned to user's, and locating any unaccounted for devices
- Supported networking tasks, including kiosk updates and switch replacements
- Addressing basic issues and questions related to the Workday platform, such as navigation, access, and functionality
- Identifying and resolving common Workday issues like login problems, connectivity issues, or basic system errors
- Assisting with password resets, account unlocks, and other access-related tasks within Workday
Help Desk Analyst
Tata Consultancy (PWC Contract)
08.2018 - 03.2019
- Managed incidents via phone and chat, resolving 1st line support issues and maintaining high customer satisfaction
- Utilized ticketing systems to track and manage support requests, ensuring a positive user experience
- Provided advanced troubleshooting and desktop support, collaborating with various IT teams
- Addressing basic issues and questions related to the Workday platform, such as navigation, access, and functionality
- Identifying and resolving common Workday issues like login problems, connectivity issues, or basic system errors
- Assisting with password resets, account unlocks, and other access-related tasks within Workday
Technical Support Specialist II
Verifone (Contract)
01.2018 - 12.2018
- Supported POS systems, coordinating updates and troubleshooting with clients
- Documented technical issues and collaborated with the CRM team to ensure data integrity
- Executed remote POS system updates, ensuring timely completion and accurate status tracking
Help Desk Analyst
POS System One (Contract)
03.2018 - 07.2018
- Managed phone and chat incidents, achieving high customer satisfaction through timely resolution of POS issues
- Conducted remote inventory scans and collaborated on troubleshooting POS equipment like Aloha
Technical Support Specialist II
Baxter Healthcare (Contract)
02.2017 - 10.2017
- Provided troubleshooting for medical devices, including calibration and error code resolution
- Trained medical staff and patients on device usage, ensuring optimal functionality and patient safety
- Documented error codes and therapy outcomes, coordinating global device replacement logistics
Technical Support Specialist II
Malwarebytes (Contract)
05.2017 - 09.2017
- Provided IT support, including password resets, account unlocks, and fraud alerts
- Collaborated on escalated issues, ensuring client satisfaction with resolved technical problems
- Assisted in compatibility adjustments for third-party software products
Customer Service Specialist
Kobie Marketing
09.2016 - 02.2017
- Addressed customer inquiries via inbound calls, resolving issues and providing product information
- Contributed to the innovation team, developing creative solutions to enhance customer experience
- Achieved high satisfaction ratings through proactive resolution of escalated customer issues
Customer Service Specialist
Connect Your Care
12.2015 - 07.2016
- Retained clients by providing high-quality service, meeting departmental standards for productivity
- Resolved customer complaints efficiently, maintaining customer satisfaction and loyalty
- Assisted in extending business opportunities by addressing client needs promptly
Installation Specialist POS
Merchants Choice
12.2015 - 07.2016
- Installed and troubleshot POS equipment, coordinating with logistics for equipment replacements
- Documented and generated weekly activity reports, ensuring accuracy and detail in tracking
- Supported various industries, including grocery, hospitality, and medical, with POS system setup
Contact Center Supervisor
211, Bay Cares
11.2014 - 08.2015
- Supervised a team in a contact center, managing schedules, training, and quality assurance reviews
- Resolved escalated issues, maintaining a cohesive and respectful work environment
- Monitored phone and email activity, optimizing contact center operations
Education
B.S. - Information Systems and Cyber Security
Columbia Southern University
10-2026
A+ PC Technician -
BizTech Learning Centers, Inc.
02.2018
Network Support Technician -
BizTech Learning Centers, Inc.
02.2018
Associate of Early Childhood Education -
Orlando Technical College
02.2016
Help Desk Administrator Certification -
Duo Security
Support Success Certification -
Duo Security
The End-User Experience Certification -
Duo Security
Skills
- Proficient in Windows Operating Systems
- macOS Proficiency
- Linux Operating Systems
- Proficient in Microsoft 365
- Active Directory Administration
- Experience with Workday Applications
- Proficient in Duo Security
- Proficient in MobileIron Solutions
- Local and Wide Area Networking
- Networking: VPN
- Switch Configuration
- Router Configuration
- ServiceNow Proficiency
- JIRA Task Tracking
- Zendesk Proficiency
- Salesforce Proficiency
- Identity Access Control
- Experienced in Security Protocols with MFA
- Proficient in SSO Solutions
- Hardware: POS Systems
- Mobile Device Support
- PC Imaging Techniques
Additional Information
Experience in corporate action events, exceptions narration, and reporting., Skilled in user training and knowledge sharing within technical environments., Recognized for achieving and maintaining high customer satisfaction rates across multiple roles.
Affiliations
- I garden
- Repurpose old furniture items
Timeline
Biomedical Technical Support Representative
Independent Contractor - Self Employed
12.2024 - Current
Telecom Support Representative
Elavon
02.2024 - 08.2024
Desktop Analyst
United Software Group (Bloomin Brands Contract)
07.2023 - 11.2023
Operations Support Specialist
Alpha Net (Meta Contract)
04.2022 - 09.2023
Technical Analyst
E Team INC (Contract)
06.2021 - 01.2022
Asset Management
Tata Consultancy (PWC Contract)
03.2019 - 10.2020
Help Desk Analyst
Tata Consultancy (PWC Contract)
08.2018 - 03.2019
Help Desk Analyst
POS System One (Contract)
03.2018 - 07.2018
Technical Support Specialist II
Verifone (Contract)
01.2018 - 12.2018
Technical Support Specialist II
Malwarebytes (Contract)
05.2017 - 09.2017
Technical Support Specialist II
Baxter Healthcare (Contract)
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 POS
Merchants Choice
12.2015 - 07.2016
Contact Center Supervisor
211, Bay Cares
11.2014 - 08.2015
B.S. - Information Systems and Cyber Security
Columbia Southern University
A+ PC Technician -
BizTech Learning Centers, Inc.
Network Support Technician -
BizTech Learning Centers, Inc.
Associate of Early Childhood Education -
Orlando Technical College
Help Desk Administrator Certification -
Duo Security
Support Success Certification -
Duo Security
The End-User Experience Certification -
Duo Security
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