Tashani Garrett Email & Phone Number

Falls Church, Virginia, United States

• Charged with providing customer and technical support for larges scale SaaS applications to government entities over the phone, email, and voicemail.• Charged with understanding and troubleshooting large scale SaaS applications.• Provides technical problem resolution to customers by performing a question diagnosis while guiding users through step-by-step solutions.• Clearly communicate technical solutions in a user-friendly and professional manner.• Interact with customers on a daily basis to provide and process information in response to inquiries, concerns, and requests about products and services.• Diagnose and resolve technical software issues involving research required information using available resources.• Follow up and make scheduled callbacks to customers where necessary.• Stay current with system information, changes, and updates.• Review and test new application releases.• Accurately process and record call transactions using a computer and ticketing systems, Kayako and JIRA.• Maintains an average of up to 40 clients on a daily basis and consistently meet performance in all benchmark areas (speed, accuracy, volume).

Washington D.C. Metro Area

• Charged with providing IT support services for proprietary grant software application software to government entities and grant recipients over the phone.• Determine source of computer issues and provide timely troubleshooting resolution for hardware, software and connectivity situations.• Utilize Remedy Force to successful log and diligently monitor incidents while escalating issues as appropriate. • Conduct data analysis of customer problems to make improvement recommendations for frequently reported issues. • Championed, motivated, and influenced team members to take accountability for assigned work. • Monitor the Grant Management System to respond to inquiries, troubleshoot systems and knowledge based issues.

Arlington, Va

• Maintained the general safety of customers, employees and the store• Performed monitoring and surveillance activities• Conducted external and internal investigations• Assessed and assisted in emergency situations• Reduced and controlled loss of inventory through audits, training and education• Maintained a high level of confidentiality

Salisbury, Maryland

• Provided troubleshooting assistance, managed computer facilities, and trained newly hired employees.• Assisted users in IT Academic Computer Labs by answering questions, looking up information in manuals or using on line help, and directed users to Student Consultants and Lab Managers for special requests or difficult problems.• Reported all hardware/software/network problems to the Consultant or Lab Manger on Duty to ensure quick resolution and maintenance.• Responsible for assisting full time staff members in assisting and troubleshooting issues for all of Salisbury University’s students, faculty, and staff as walk-ins and over the phone in a timely manner.• Responsible for properly submitting support tickets on a daily basis and training current employees interested in becoming a consultant for the IT help desk. • Stay up-to-date with the academic software provided to users on Salisbury University’s campus.

Bethesda, Md

• Assisted customers in all aspects of service fulfillment by demonstrating proficient use of proprietary devices and applications; proactively create enhanced shopping experiences through the heightened use of tools, technology and collaboration• Determined customer needs based on personal features and other customer preference related factors• Demonstrated knowledge of store products and services to build sales and minimize returns• Maintained a professional attitude with sincerity and enthusiasm reflecting Macy’s commitment to our customer – the most important person in our stores• Knowledgeable of and performed sales support functions related to POS procedures• Regular, dependable attendance & punctuality

Washington D.C. Metro Area

• Provide customer service and keep the top check out clean and neat at all times.• On floor duties consisted of managing my own aisle, which included stocking daily.• Tend to customers’ needs daily.• From this job I have acquired customer service skills to tactfully deal with customers at all levels on a daily basis.

Master'S Degree, Informatics

Bachelor Of Arts (B.A.), Psychology

Activities and Societies: A member of the Mu Chi Chapter of Alpha Kappa Alpha Sorority Incorporated, Secretary of Salisbury University's.

Biology/Biological Sciences, General