Summary
Overview
Work History
Education
Skills
Certification
INFORMATION
Timeline
Generic

Tiffany Smith

Summary

Dedicated and adaptable professional with positive attitude and strong problem-solving abilities. Possesses in-depth understanding of IT support processes and technical troubleshooting skills, with solid foundation in customer service. Committed to enhancing operational efficiency and delivering exceptional service to users.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Deskside Analyst

AO Shearman
01.2024 - Current
  • Provide support for incident resolution for all end user devices and applications used within the US region. This includes but is not limited to iManage, MS Office 365 applications, Adobe products, conferencing and collaboration systems and all end user devices.
  • Act as a single point of contact for the Service Desk regarding IT issues and queries
  • Provide I.A.M. Operations Support for platforms like Active Directory, RSA Secure ID, and Microsoft Entra ID.
  • Ensure all incidents and requests are responded to within a timely manner (and within SLAs where defined).
  • Promptly allocate incidents and requests as appropriate.
  • Record all requests for assistance accurately in the call management system(s), using BMC Helix and ServiceNow.
  • Appropriate escalation of incidents and requests to the US Deskside Manager in line with AO Shearman processes.
  • Provide support for end-user hardware (laptops, printers & mobiles) and software (i.e.: Microsoft Office 365 applications such as, Intune, Azure, Authenticator, etc., iManage, & RSA token)
  • Assist with office moves and setups
  • Build and test laptops and printers and manage office inventory
  • Provide 1st line coverage if required
  • Built and maintained good customer relationships.
  • Develop an understanding of the business and departments that you support.
  • Complete tasks and other assigned work to agreed deadlines.

Advanced PC Agent

Geek Squad
05.2021 - 01.2024
  • Troubleshooting devices to identify and solve any issues with hardware or software performance.
  • Provided technical support to clients in-person and over the phone, effectively troubleshooting and resolving hardware and software issues.
  • Diagnosed and repaired hardware problems, including component replacements, upgrades, and optimizing device performance.
  • Assisted customers in setting up and configuring software applications, operating systems, and peripherals.
  • Educated clients on best practices for maintain system security and preventing future technical support issues.
  • Collaborated with team members to share knowledge, resolve complex cases, and contribute to the enhancement of support procedures.
  • Received positive feedback from clients for outstanding service and ability to convey technical concepts in an understandable manner
  • Completed Geek Squad Ongoing Leadership Development (GOLD) Program; a developmental program for top performers or “leaders” to cover topics like strategy development, managing your own team, networking, problem solving, etc. to prepare for future leadership roles.
  • Conducted thorough hardware and application support, excelling in diagnostics and remediation, access (password) resets, application install/configuration/removal, and performance tuning for both Mac and PC platforms.
  • Demonstrated expertise in MDM, including provisioning, resetting, and remote wiping to ensure optimal functionality of mobile devices.
  • Leveraged experience in Mac operating systems, showcasing proficiency in imaging/reinstalling OS software to ensure seamless performance.
  • Addressed miscellaneous support needs, including e-mail troubleshooting, meeting room setups, video teleconferencing support, moves, and large data moves.
  • Showcased strong ability to troubleshoot hardware and software issues, consistently delivering high quality support to end users.

Assistant General Manager

THB Bagels
10.2019 - 08.2020
  • Exhibit thorough knowledge of foods, beverages, supervisory duties, service techniques, and guest interactions.
  • Collaborated with the General Manager to develop and implement marketing strategies, resulting in a 15% increase in sales.
  • Carefully prepared weekly payroll to keep up with projected revenue for the week.
  • Implemented effective inventory control measures, reducing waste and improving overall cost efficiency.
  • Led training programs for new employees, fostering a cohesive and high-performing team.
  • Monitor and analyze P&L sheets, identifying areas for cost savings and revenue optimization.
  • Regularly used knowledge of computer systems to update specials and food items in register system and electronic menu boards.
  • Incentivized an employee referral program to create equal opportunities to minorities in the Baltimore City/County area.

Operations Manager

Bowlero
10.2018 - 10.2019
  • Maintained orderly operation and safety of all areas of responsibility; ensured that operational procedures were properly carried out at the store level
  • Consistently achieved inventory control, customer satisfaction, productivity, and expense goals
  • Conducted physical inventory: managed all freight flow and merchandise processing, including regular cycle count and tracking of company assets
  • Served as manager-in-charge during absence of General Manager or other store managers
  • Used P&L sheets to manage operation cost budgets while meeting direct labor plans, with responsibility for staffing, resource planning and the successful execution of the Operations Program.

Sales Representative/Assistant Manager

Vector Marketing
01.2018 - 08.2018
  • Conducted personalized product presentations for potential clients, effectively highlighting the features and benefits of Cutco products.
  • Utilize relationship building skills to establish a poor with clients, identify their needs and provide tailored product recommendations.
  • Achieved and surpassed individual sales targets through a proactive and customer focused sales approach.
  • Participated in ongoing training sessions to enhance product knowledge sales techniques and customer service skills
  • Assisted in the recruitment and training of new sales representatives, contributing to the growth and success of the team.
  • Assumed a leadership role as assistant manager, providing guidance, support, and motivation to the team of sales representatives.
  • Played a key role in team development, training new representatives on sales techniques, product knowledge comma an effective customer engagement.
  • Collaborated with upper management to implement sales strategies, promotions, and incentives to drive team performance.

Assistant Manager

Chucks Wagon BBQ
01.2015 - 01.2018
  • Managed day-to-day restaurant operations, including staff deployment, inventory control, and ensuring compliance with health and safety regulations.
  • Collaborated with the management team to develop and implement operational policies and procedures.
  • Implemented comprehensive training programs for staff, covering customer service standards, operational procedures, and product knowledge.
  • Cultivated positive relationships with vendors, negotiated contracts, and monitored delivery schedules to ensure a seamless supply chain.
  • Identified operational challenges and implemented solutions to enhance efficiency and customer satisfaction.
  • Collaborated with the management team on continuous improvement initiatives to drive operational excellence.
  • Directed and supervised a team of employees, providing guidance, training, and support to ensure a cohesive and high-performing workforce.

Education

BS - Cybersecurity and Information Assurance

West Governors University
Salt Lake City, UT
09-2027

Skills

  • Operating Systems: Windows, macOS, Linux
  • Hardware: PC components, laptops, mobile devices
  • Software: M365 apps, antivirus tools, MDM, Intune, Active Directory, Microsoft Azure
  • Networking: Basic networking concepts, troubleshooting connectivity issues
  • Customer Service: Active listening, conflict resolution,

Certification

  • Google IT
  • CompTIA A+

INFORMATION

  • Maryland, USA
  • Tiffanysmith101@gmail.com
  • (240) 605-9908

Timeline

Deskside Analyst

AO Shearman
01.2024 - Current

Advanced PC Agent

Geek Squad
05.2021 - 01.2024

Assistant General Manager

THB Bagels
10.2019 - 08.2020

Operations Manager

Bowlero
10.2018 - 10.2019

Sales Representative/Assistant Manager

Vector Marketing
01.2018 - 08.2018

Assistant Manager

Chucks Wagon BBQ
01.2015 - 01.2018

BS - Cybersecurity and Information Assurance

West Governors University

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Tiffany Smith