Technical Support

TATIANA TAYLOR

*******.*******@*****.*** · linkedin.com/in/tatiana-taylor-2129a026a· 832-***-****

7th year IT professional seeking to occupy career in technical support. Skilled in helpdesk, customer service, leveraging relationships, root-cause analysis, multi-tasking, and prioritization. Highly efficient in working in fast-paced, challenging environments. Looking to strengthen customer relations in an IT department while delivering impactful results #readytowork

EXPERIENCE

FEB 2022-PRESENT

NETWORK OPERATION TECHNICIAN, GREATER HARRIS COUNTY 9-1-1, HOUSTON, TX

First person contact for technical support and customer service to all internal employees, customers, delivery drivers, and public service members via phone, chat, walk-in, email

Responsible for troubleshooting hardware, software and networking and service requests

Perform remote troubleshooting through diagnostic techniques and pertinent questions

Collaborate with other departments for proper escalation and communication

Record events and problems in Easy Vista ticketing system and other CRM systems

Assist with PSAP upgrades, new site installations, remodeling, remote hands for vendors, running cables, and preventative maintenance checks

Ensure network operates efficiently, securely, and reliably using NOC tools

Responsible for the day-to-day running of NOC systems such as Nagios, Vesta Activity View, HUD call queue, Climatec (temperature), NSP microwave alerts, Ali links, Downdetector, Situational Awareness, Agent 511, Security Desk, Nextraq, GCOOS Hurricane Information Dashboard, ENOW Office365 monitoring

OCT 2020-DEC 2021

COMPUTER TECHNICIAN, INGLEWOOD UNIFIED SCHOOL DISTRICT, INGLEWOOD, CA

Assisted educators, staff, parents, and students with computer and telecommunication system issues

Supported end-users with Google for Education Suite including how to use Google apps/third party apps

Deployed, troubleshooted, and maintained computer hardware, software, mobile devices, VoIP phones, printers, accessories, and peripherals while ensuring proper network connectivity

Assisted with device distribution, management and asset tagging; support 5k+ Chromebook/iPad

Documented calls from IT support line; create tickets using SchoolDude

Drove to school sites to assist in troubleshooting IT issues; maintain communication with team

Set-up computer workstations and moves; repair and replace equipment as necessary

OCT 2018-JAN 2020

IT ASSISTANT, CHURCHILL MANAGEMENT GROUP, LOS ANGELES, CA

Troubleshoot hardware and software related issues via ConnectWise ticketing system

Set-up/break down user workstations including setting up printers, monitors, peripherals and switches

Format/install/update Win 7/10 Pro to be ready for new users or to be recycled

Maintain IT inventory, order toner and other IT equipment, utilize FedEx online shipping

Configure/set-up/troubleshoot VoIP Yealink and Avaya phones

Configure/troubleshoot printer and copier related issues and install printer drivers

Customize Windows operating systems to accommodate specific departments and its applications

Worked on special projects, set-up presentations with laptop and projector, cleaned inside computers

Transfer local user files to network folders, add users and computers to the domain

PAST WORK EXPERIENCE

May 2018-Sept 2018 -Technical Support Representative, Stamps.com via Robert Half, El Segundo, CA

Jun 2016-Oct 2016 -Software Renewal Specialist, Dell via Adecco Employment Agency, Nashville, TN

Sept 2015-April 2016 -HR Call Center Analyst Deloite, LLP Via Robert Half Office Team, Nashville, TN

May 2015-Aug 2015 -Recruiting Administrator, Kelly Services Employment Agency, Nashville, TN

April 2014-Jan 2015 - Program Assistant, New Visions Behavioral Health Academy, Las Vegas, NV

Jun 2016-Oct 2016 -Software Renewal Specialist, Dell via Adecco Employment Agency, Nashville, TN

Dec 2013-Feb 2014 -Guest Service Agent, Shore Hotel, Santa Monica, CA

Jun 2011-Oct 2011 -Cocktail Server, Caesars Palace, Las Vegas, NV

Mar 2011-Jun 2011 -Front Desk Agent, Venetian Hotel and Casino, Las Vegas, NV

Dec 2009-Feb 2010 -Waitress, Memphis Sounds, Memphis, TN

Jun 2007-Oct 2009 -Account Executive, Flinn Broadcasting KXH-FM Memphis, TN

Mar 2006-Aug 2006 -Chyron Operator, Eyewitness News WPTY/WLMT TV Memphis, TN

EDUCATION

B.A. in Speech Communication and Theatre, Tennessee State University Dec 2005 Nashville, TN

High School Diploma, Trezevant Jr High School Jun 2001 Memphis, TN

TECHNICAL SKILLS

Programs: MS Office Suite 10/16/O365; Team Viewer v9, Salesforce, SAP-HR, Google for Education

Ticketing systems: ConnectWise, SchoolDude, ServiceNow, RNT, Easy Vista

Social media platforms: Facebook, Instagram, Twitter, YouTube, Pinterest, WhatsApp, Skype

Typing speed: 55 WPM and 10key

MS 2010 Specialist Certifications in Word, Excel, Outlook, PowerPoint, and Access

Studying: IT certifications CompTIA A+ 1001/1002, Network +; HTML/JAVA coding

Knowledgeable of hardware components and physical network connections; Installing and Configuring Win 10

Contact this candidate