Tiffany Mackey Email & Phone Number

Atlanta, Georgia, United States

• Worked with end users on understanding technical issues via phone to document and escalate within Service Now ticketing system.• Utilized Active Directory to grant access and permissions to certain users• Utilized all resources including acting as a liaison between users, management and Tier 2 escalations• Responsible for translating SharePoint articles into KB in Service now.• Responsible for creating and updating articles in Service Now KB articles published.• Maintained calls within an average 7-minute talk time with a 30 second or less, manual average speed to answer• Assisted users that are experiencing problems with remote access via VMware Horizon client from their PCs.• Assisted users with set-up of laptops vi• Aided with Office 365 provisions and de-provisions based on licenses and business groups.

Marietta, Georgia, United States

• Supported users on technical issues related to hardware and software applications.• Received inbound calls for Tier 1 Support for 11 hospitals that implemented new EPIC beacon (Electronic Health System) for EPIC applications and role out of EPIC Upgrade version 9• Responsible for providing exceptional customer service to end users• Answer inbound calls pertaining to instructions for EPIC system and office 365• Utilize Citrix to assist internal medical staff with troubleshooting applications. • Worked with end users on understanding technical issues via phone to document and escalate within Service Now ticketing system.• Assisted users that are experiencing problems with remote access from their PCs virtually by providing technical support and working with Symantec PGP encryption software and VMware Horizon client.

Alpharetta, Georgia, United States

• Received inbound calls and emails for Equifax business customers• Responsible for maintaining quality by ensuring routine timely follow ups with customers and resolving all issues with one call resolution.• Meet all established quality targets including SLA, abandon rates• Assist ePort system administrators with password resets, user additions, product configurations and site navigation for the ePort system• Assist customers with batch FTP data uploads and system-to-system data pulls• Utilize a Unix database maintained for housing personal identifiable information • Verify PII information on consumers for business customers • Submit customer request via Salesforce and DocuSign.

Alpharetta, Georgia

• Troubleshoot issues for enterprise level customers with products which include HPE ProLiant, ML, DL Superdome servers.• Troubleshoot appliances, OS and software which includes Virtual Connect, OneView, VMWARE, RHEL, Windows and Linux. • Gather important information from the customer to analyze the current situation or issue and provide solutions for effective production environment.• Maintain customer’s cases based on the company, contract and individual need.• Uphold professionalism with controlled quality of call by providing customer service and support• Responsible for sending HPE Field engineers to the correct site to perform diagnostics, troubleshoot and replace HW. • Responsible for requesting logs to be uploaded to a temporary FTP site logs from different servers and analyzing them to provide the best solution or temporary workaround to the customer.• Responsible for verifying the customer’s information for accuracy.• Create virtual rooms for troubleshooting issues, gathering screenshots, provide cause, resolution and to assist with driver firmware updates and gather more information to address underlying issues • Responsible for taking e-cases, sending email updates, call customers and maintain all cases from start to finish• Utilize all resources to assist with complex customer issues.

Dunwoody, Georgia

• Receive inbound calls regarding customers technical issues with their machines• Administer warm/cold transfers to appropriate departments• Gather information on customer machines including warranty status while maintaining AHT• Manage wip bin queues daily while meeting call queue daily goals• Uphold professionalism and controlled quality of call by providing customer service and support• Responsible for sending the correct part, depo or dispatching technician's• Determine the cause and create an effect to solve the customer issue.• Assist IBM employees in receiving an loaner or replacement shell machine while assets are repaired;access flextronics to track IBM employees assets, document and update information• Reserve loaner and replacement machines in database flextronics• Remotely access customer computers to assist with updates, configuration ,power management and drivers.• Utilize internal chat to Tier 2 agents to assist with solving complex issues• Collect information in regards to creating cases for customers while utilizing active directory to organize and document customers information.

Cyber Security And Information Assurance, Information Technology

Education record