Tiffany Harrell Email & Phone Number

United States

o Manage a team of up to 30 technical support specialists and team leads, providing guidance, coaching, and mentorship to ensure consistent delivery of high-quality support services.o Develop and implement strategic initiatives to improve team efficiency, streamline processes, and enhance customer satisfaction.o Oversee the resolution of escalated technical issues, collaborating with cross-functional teams to drive timely and effective solutions.o Conduct performance evaluations, set clear performance goals, and provide ongoing feedback to support team members' professional development.o Implement best practices and standard operating procedures to maintain service level agreements (SLAs) and meet key performance indicators (KPIs).o Foster a positive and collaborative work environment, promoting teamwork, open communication, and knowledge sharing among team members.o Stay abreast of emerging technologies and industry trends to continuously improve technical skills and stay ahead of customer needs.

United States

o Project Management on several projects to increase CSAT, efficiency, and job satisfaction.o CSAT focal for survey detractors - contacting customers, adjusting processes, coaching agentso Onboarding Focal for new Agents - develop plans and provide 1x1 support through Onboarding processo Escalation Point of Contact - internal and externalo Team Scheduling and coordination for a team that provides live queue coverage 365 days a year.o Provide complete support for hardware, VMware, Nutanix, Microsoft, Azure, Storage, and networking technologies.o Support the team to meet performance and availability metrics in a high pace and critical support environment.o Support onboarding of new clients to Lenovo Premier Support.

United States

Morrisville, Nc

o Ensure timely resolutions to technical issues varying in complexity. o Strive for customer satisfaction by communicating in a prompt and professional manner. o Assist with creating new procedures and training documentation to improve efficiency.o Provide complete support for hardware, VMware, Nutanix, Microsoft, Azure, Storage, and networking technologies.o Work to meet performance and availability metrics in a high pace and critical support environment.

Morrisville, North Carolina

o Analyze and understand customer requirements for proof of concepts (POC) and demoso Set up compute systems, switches, storage and other hardware components to the POC/demo specificationso Install and Manage Operating Systems and Software required for POCo Manage Virtualization Clusters and Environments in both Nutanix and VMWareo Evaluate and maintain systems hardware, proactively manage all break/fix scenarios from start to finisho Sys Admin, Domain Admin, VPN Admin across multiple layers in Windows Server environmento Update documentation for processes, developing new workflows as systems change and evolveo Created and mapped Wiki for internal documentationo Developed customer facing HTML/CSS based pages for customer information on POCo IoT/AI Warehouse Project featured at MWC: scripting in Python, camera installation and set up, set up and maintenance on Linux based OS systems involved, project management

Ontario, Canada

o Update Wiki documentation for OgreBot AI softwareo Community monitoring and engagement o Scripting, Testing, and Development in LavishScript/XML to support OgreBoto Discord Chat Bot (Python) to integrate with Wiki and help sites