Tiffany Wood Email & Phone Number

Dallas-Fort Worth Metroplex

Dallas

Addison, Texas

• PC\Mac Refresh and Inventory
• User account provisioning within Active Directory and Exchange
• Configure\Support VOIP phones using NEC SV8100
• Provide Tier 2 technical support for approximately 250 end-users via phone, walk-ins, and remote control using DameWare Mini Remote Control
• Maintain operation\support of Windows and Mac OS X based software, hardware, and mobile devices in a Microsoft Active Directory environment
• Manage Desktop Support trouble tickets using SpiceWorks ticketing system

Dallas, TX

• Provided Tier 1 technical support for more than 5000 end-users via telephone, and remote control using various remote control support applications
• Maintained operation and support of Windows 2000 to Windows 7 based software, hardware, and mobile devices in a Microsoft Active Directory environment within established SLA’s
• Supported Citrix user environment
• Escalated non-routine incidents and requests to appropriate support groups for resolution
• Managed Service Desk incidents and requests using Clarify Ticket system

Cedar Hill, TX

• Configured, troubleshot, and repaired PC software, hardware, and mobile devices within established SLA’s
• Laptop LCD Replacements
• Catered to Best Buy product customer inquires
• Logged and tracked service order cases trouble tickets using STAR ticketing system

Cedar Hill, TX

• Processed sales, returns, exchanges
• Catered to Best Buy product customer inquires

Dallas, TX

• Maintained operation and support of Windows 7/XP based software, PC hardware, and mobile devices in a Microsoft Active Directory environment within established SLA’s
• Provided 1st line technical support for more than 2000 end-users via walk-ins, telephone, and remote control using Altiris
• Provide support for migration from Windows XP to Windows 7
• Escalated non-routine customer inquiries and concerns to appropriate support groups for resolution
• Logged and tracked Service Desk trouble tickets using PeopleSoft ticketing system

Washington D.C. Metro Area

• Supervisor and technical lead for a team of Desktop Service Specialists
• Managed a 50 PC roll-out
• Maintained operation and support of Windows XP based software, PC hardware, and mobile devices in a Microsoft Active Directory environment within established SLA’s
• Provided technical support for more than 2000 end-users via walk-ins, telephone, and remote control using Microsoft Systems Management Server remote control
• Provided reporting of all activities of Desktop Services using Crystal Reports
• Logged and tracked Desktop Services trouble tickets using Remedy ticketing system

Washington D.C. Metro Area

• Supervisor and technical lead for a team of Service Desk Specialists
• Maintained operation and support of Windows XP/2000 based software, PC hardware, and mobile devices in a Microsoft Active Directory environment, within established SLA’s
• Provided technical support for more than 2000 end-users via walk-ins, telephone, and remote control using Microsoft Systems Management Server remote control
• Provided reporting of all activities of the Service Desk using Crystal Reports
• Logged and tracked Service Desk trouble tickets using Remedy ticketing system

Washington D.C. Metro Area

• Maintained operation and support of Windows XP/2000 based software, PC hardware, and mobile devices in a Microsoft Active Directory environment within established SLA’s
• Provided 1st line technical support for more than 2000 end-users via walk-ins, telephone, and remote control using Microsoft Systems Management Server remote control
• Created and revised SOP documentation for all Standard Operating Procedures
• Escalated non-routine customer inquiries and concerns to appropriate support groups for resolution
• Logged and tracked Service Desk trouble tickets using Remedy ticketing system

Arlington, VA

• Provided customer service for an inbound call center that supported communications for various Department of Defense - Defense Manpower Data Center applications within established SLA’s
• Escalated non-routine customer inquiries and concerns to appropriate support groups for resolution
• Logged and tracked Help Desk trouble tickets using CA ticketing system

Cheverly Maryland

• Maintained operation and support of Windows 95/2000/NT/XP based software, PC hardware, and mobile devices in a Microsoft Active Directory environment, within established SLA’s
• PC Refresh
• Provided technical support to end-users on large corporate hospital network
• Logged and tracked Desktop Support trouble tickets using Remedy ticketing system

Cisco Networking Intern Skills Achievement Award

This sequence is for students who wish to learn about design and installation of local area networks, and basic router configuration. Upon.

Information Security Skills Achievement Award

This award is designed to provide an introductory background for students interested in learning about protecting information systems and.

Certificate Of Completion In Electronics And Computer Technology