Tia C. Email & Phone Number

In my role as an Information Security Technician within the Identity and Access Management (IAM) team, I specialize in safeguarding our organization's critical systems and information assets. My responsibilities encompass configuring access controls, auditing permissions, and spearheading incident response efforts. Collaborating closely with IT and security teams, I work to fortify security measures and ensure comprehensive compliance throughout the organization.

Administer roles, and manage user access rights Actively contributes to disaster recovery planning to ensure the operational resilience of the credit union’s call center, branches, and business offices telephony systems Collaborate with internal teams to define and meet the business requirements of the call center, branches, and business offices telephony systems. Coordinates with Genesys internal technical teams to resolve platform and application issues Work closely with network engineers to ensure the stability and integrity of the telephony services across different locations. Act as a point of contact for telephony-related troubleshooting, supporting daily operations and ensuring uninterrupted communication services

Provided comprehensive technical support to corporate employees for PC, Mac, and mobile platforms, ensuring minimal downtime and maximum productivity. Facilitated PC setup and deployment and performed remote troubleshooting and diagnostics for various software and third-party applications, including F5 Big-IP Edge VPN Client, AirWatch, Cisco VoIP, CyberArk, Entrust, and PingID. Played a key role in Identity and Access Management (IAM), which included managing user permissions and access controls in Active Directory, ensuring compliance with security policies. Maintained detailed and accurate documentation of all support cases and updates using ServiceNow, ensuring timely resolution of technical issues and effective communication with stakeholders. Continuously identified opportunities for process improvement and implemented solutions to increase efficiency and customer satisfaction.

• Evaluate and interview entry to mid-level IT professionals for contract and direct placement opportunities throughout a nationwide territory.

Hampton, Virginia

Stepped into a managerial role when team managers were absent, taking charge of a 20+ member team in a technical call center for fiber optic telephone, video, data networks, and website platforms. Managed remote technical support operations encompassing router configuration, software installation/removal, password resets, and POP/SMTP email client configuration (Windows Mail, Outlook, Mac Mail). Led 2nd-level escalation calls, ensuring swift and effective solutions. Authored detailed service tickets using Jira to track issue resolution and maintain high levels of customer satisfaction. Conducted weekly coaching sessions and provided mentorship to associate analysts. Facilitated training for new hires, emphasizing best practices and standard operating procedures, resulting in improved team performance and heightened customer service standards. Collaborated with cross-functional teams to identify process improvements. Implemented solutions that significantly increased team productivity, contributing to enhanced customer satisfaction.

Hampton, Va

Technical liaison for Verizon support center supporting Fios customers, analyzing and troubleshooting hardware and software issues with cable, phone and video services.• Computer: Windows XP, Windows Vista, and Windows 7, Mac, TCP/IP networking• Diagnostic tools: DTI Express, iGO, CPE Manager, Cofee• Email: Configured POP and SMTP services settings for Windows Mail, Outlook, Mac Mail• Remote Access: Go to Assist (GTA); Trouble Tickets: iCAD, iVAPP, vRepair• Connectivity: Can Not Connect (CCON), Ethernet, wireless connects, TCIP/PPOE, Router configuration, browser-related issues (IE & Safari)• Telephone: (FTTP & VoIP), Television: Set Top Box (STB) activation, no signal issues, Video on Demand (VOD), Pay Per View(PPV), DVD &DVD Programing, Multi-room support• Team lead-handling escalations and providing coaching and mentoring to associate analysts

Norfolk, Virginia Area

Primary liaison for the Data Exchange department of ForRent.com, overseeing the day-to-day management of data feeds while working closely with development, product management and quality assurance to analyze, interpret and resolve client issues.• Analyzed HTML files to locate discrepancies; made appropriate additions and deletions. Utilized Jira, Desk.com and TRAC • Trained new hires and fields reps on workflow and proceduresTechnical Support RepresentativePrimary liaison for all technical issues regarding websites, products and services offered by ForRent Media Solutions Online.

Certified Network Tech

Classes include Certified Network Tech, Cisco CCNA Routing & Switching I, Cisco CCNA Routing & Switching II

Certificate, Electronic Health Records Systems Engineering

Diploma, High School

Information Systems

Courswork Completed