Tiffany Griffie Email & Phone Number

United States

• Managed internal user support via ServiceNow ticketing system, ensuring timely resolution and documentation of issues.• Provided second level support for Helpdesk colleagues, troubleshooting Windows, Office365, and Exchange Online.• Stayed informed about IT solutions and security, keeping detailed SOP documentation for enterprise solutions.

United States

• Managed daily creation of users, groups, and computers in Active Directory using On-Premises AD and Azure AD/Entra, following cybersecurity management instructions.• Conducted incident detection, response, and reporting by monitoring Barracuda Email Security and Firewall system, quarantining/blocking emails, and creating security incident reports.• Assisted in producing online Cybersecurity dashboards monthly, gathering information on emails, alarms, password changes, and vulnerabilities discovered.

• Installing and sustaining hardware and software at industry standards.• Assesses and troubleshooting individual problems, via the phone, in person, or online, associated withnetwork infrastructure and desktop systems software and hardware.• Proposes hardware and software solutions, including upgrades.• Ensures seamless interconnectivity of diverse systems.• Controls file system security, permissions, rights and user account information, including passwords.(SharePoint,OneDrive,O365,Intune,Azure)• Assists with inventory management of all software and hardware.• Develops and maintains documentation of procedures, installation sequences, standards,configurations and settings.• Experience with peripherals and productivity applications (i.e. phone, computer, printer, copier, etc.)• General understanding of TCP/IP networking• Experience supporting remote access such as VPN

Diagnose and troubleshoot software and hardware problems and help our customers install applicationsand programs. Provide basic support for password resets, printer configurations, break/fix instructions,resolving network issues, configuring operating systems and using remote desktop connections toprovide immediate support.• Good understanding of pharmacy management software, services, APP, API Interface, hardware andnetwork support offering.• Execute effective Root Cause Analysis escalations in collaboration with Manager as required to ensureeffective ticket resolution and customer satisfaction for all hardware/software/network related issues.

• Provided troubleshooting and technical support via phone, web-based tools, and e-mail. Advise clientsregarding the product's use and address specific user issues.• Tier 2 support for Zoom/Webex issues related to Canvas.• Knowledge of X/HTML and CSS

• Experience with cloud-based application suites such as Office365 or AWS in a PC or Mac environment.Demonstrated experience in administration of Office365 workloads (Exchange Online, SharePoint Online,Microsoft Teams, Yammer, OneDrive for Business), including DNS requirements and user masteryscenarios.• Able to communicate simply, effectively, and in a non-technical manner so that individuals who do nothave a technical background can understand what is being discussed.• Excellent knowledge and troubleshooting experience in supporting legacy Microsoft Office Suites(Outlook, Word, Excel, OneNote, PowerPoint, Visio, OneDrive for Business, Skype for Business, etc.), aswell as modern Office suites, including deployment and migrations.• Strong hands-on implementation, configuration, and support experience with Windows/Office ondesktop, Active Directory & DNS, Exchange, and SharePoint.• Outlook, and other supported mail client configuration for Exchange Online• Exposure to email migration tools, web hosting technologies, and various incident managementsystems would be advantageousAdministration and troubleshooting in the following areas:• Office365 architecture.• DNS Records, use, and applicability for each Office365 workload.

• Assisted end-users with computer problems by responding to questions, troubleshooting hardware andsoftware problems, and performing maintenance.• Experienced in repair/replacement of computer components and hardware• Met with end-users and user departments to schedule computer replacements, produces standarddrive images for departments, configures and tests personal computers, and installs software andequipment.• Maintained inventory and equipment by tracking updating and scheduling equipment replacements,removing and replacing equipment, researching and installing hardware.• Tested software upgrades and enhancements to ensure compatibility.