Summary
Overview
Work History
Education
Skills
Timeline
Generic
Tiffany Paulette

Tiffany Paulette

Memphis,Tennessee

Summary

Provides technology support to faculty, staff and students and documents all service requests. Functions as the primary support for the students with one to one program.

Overview

21
21
years of professional experience

Work History

IT Support Specialist

HUTCHISON SCHOOL
01.2017 - Current
  • Performed upgrades and installed updates
  • Assisted office staff with computer application questions.
  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
  • Installing, maintaining and configuring software and hardware systems
  • Worked closely and effectively with vendors to replace/repair defective hardware and software.
  • Used ticketing systems to manage and process support actions and requests.
  • Installed and configured operating systems and applications.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Created user accounts and assigned permissions.

IT Support Specialist

TEKSYSTEMS – AUTOZONE
08.2015 - 12.2016
  • Assisted end users by phone, in person, and by remote desktop software
  • Documented help desk tickets and resolutions
  • Imaged, Installed, configured and updated computers
  • Configure and deploy Windows 10 desktops and laptops
  • Installation on desktops, laptops and peripherals, system upgrades and patches, and resolution of software issues.
  • Provide accurate and timely support as needed for other Operational responsibilities.
  • Troubleshooting to detect and solve technical problems, installing or updating required hardware and software and recommending computer products or equipment to improve company productivity.
  • Address customer issues promptly and accurately.
  • Install, support, and maintain network and system tools.
  • Performs work in compliance within specified warranty requirements
  • Diagnosed and troubleshot hardware, software and network issues.
  • Created user accounts and assigned permissions.

Help Desk Specialist

BAKER, DONELSON, BEARMAN, CALDWELL & BERKOWITZ, PC
08.2011 - 01.2017
  • Provide a single point of contact to the organization for information technology related problems via phone, email and/or using a ticket management system.
  • Maintain a high level of proficiency in using helpdesk systems and tools
  • Manage critical incidents, and escalate problems as required to Tier 2 and Tier 3 support teams.
  • Track user account creation, changes and deletions.
  • Perform password resets and re-certify tokens.
  • Develop trends by monitoring and analyzing incoming calls, problems and support requests
  • Support computers, laptops, tablets, smart phones and applications.
  • Monitor and escalate alerts from antivirus systems.
  • Monitor backup system alerts and escalate errors.
  • Maintain user accounts including rights, permissions and systems groups via Active Directory.
  • Answer user inquiries regarding computer software or hardware operation to resolve problems.
  • Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
  • Assist in user/hardware movement and branch relocations.
  • Maintained inventory of cell phones, laptops and peripheral equipment.
  • Served as a liaison between customers and higher-level support teams, facilitating timely issue escalation when necessary.
  • Installed and configured operating systems and applications.

Information Technology Specialist

AMERICAN ESOTERIC LABORATORIES
01.2004 - 08.2011
  • Oversee the daily performance of computer systems.
  • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
  • Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
  • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
  • Refer major hardware or software problems or defective products to vendors or technicians for service.
  • Develop training materials and procedures, or train users in the proper use of hardware or software.

Education

B.P.S. - Information Technology

UNIVERSITY OF MEMPHIS
MEMPHIS, TN
12.2016

A.A. S. - Information Technology

State Technical Institute At Memphis
05.1999

Skills

  • Technical help desk experience
  • Experience with ticket-tracking systems
  • Deep knowledge of Microsoft Operating systems
  • Skilled with software installation and configuration
  • Desktop and laptop imaging/deployments
  • OS migrations
  • A knowledge
  • Preventive Maintenance
  • Strong customer service skills
  • Technical troubleshooting
  • Technical support
  • Software installation
  • Remote support
  • Ticket management
  • User support
  • Application installations
  • Desktop support
  • Windows 10
  • Hardware upgrades
  • Mac systems
  • Software upgrades
  • Help desk support
  • Hardware and software repair
  • Hardware and software configuration

Microsoft outlook

Customer service

Service support

Account management

Organizational skills

Remote technical support

Laptop servicing

Mobile device management

Interpersonal skills

Timeline

IT Support Specialist

HUTCHISON SCHOOL
01.2017 - Current

IT Support Specialist

TEKSYSTEMS – AUTOZONE
08.2015 - 12.2016

Help Desk Specialist

BAKER, DONELSON, BEARMAN, CALDWELL & BERKOWITZ, PC
08.2011 - 01.2017

Information Technology Specialist

AMERICAN ESOTERIC LABORATORIES
01.2004 - 08.2011

B.P.S. - Information Technology

UNIVERSITY OF MEMPHIS

A.A. S. - Information Technology

State Technical Institute At Memphis

Similar Profiles

CREATE PROFILE
Tiffany Paulette