Tiffany Esteva-Morrison Email & Phone Number

New York City Metropolitan Area

- Providing Tier 2 product customer support via phone, email, and live chat through ZenDesk ticketing system- Designing and generating client-facing instructional knowledge base documents, videos, and multilanguage product information documentation- Assisting with the development of the online self-service Help Center- Managing account access, including creating, modifying, and revoking user permissions to ensure datasecurity and compliance- Processing Data Change Requests to ensure accuracy of trial data for all study participants

New York City Metropolitan Area

- Built positive relationships with customers- Received all incoming tech dept. requests and enter the information gleaned into the ticketing system.- Account Creation/Windows Server 2012/Active Directory/Group Policy- Tickets - calls, emails, alerts. Gather all necessary information for tickets, Create tickets and route to techs/queues.- Assigned/reassigned tickets accordingly.- Monitored all open tickets and queues, SLA’s, deadlines.- The first line of communication with vendors such as ISP’s for outages/issues.

Valley Stream, New York, United States

- Diagnose and navigate requested repairs in a timely fashion- Providing technical support to client via email, phone, and in person contact to follow up regarding device diagnosis - Maintain and deploy company assets via reimaging/reconditioning per company SOP (Standard Operating Procedures)- Ensure proper data entry regarding serialization of devices and their condition- Conducting software repairs and hardware enhancements on PCs and Macs- Maintaining consistent communication with clientele- Generate tickets and technical documentation within the Apple GSX (Global Service Exchange) system, notating results and issues found on defective client assets to drive proper repair solutions pertaining to hardware and software quality discrepancies - Following procedures of documentation as per company SOP

6 West Circle Dr, Valley Stream, Ny 11581

- Consult with clientele in order to troubleshoot and diagnose hardware and software issues- Developed strong technical background in both enterprise systems and consumer electronics - Maintained day-to-day operational task of managing store inventory and procurement of supplies - Created & managed clientele work orders via NOVA ticketing system- Diagnosed and resolved quick technical hardware and software issues both clientele and company wide- Followed up with clientele regarding repair status and device inquiries via email support and phone calls- Utilized (FMS) Field Management System to create, manage, and execute tickets for Geek Squad & Best Buy field services

Ithaca, New York Area

- Conducting group tours throughout the Ithaca College Park School of Communications building to prospective students and parents. Giving vital information about the majors offered, how the school functions and facilities and programs offered to students upon arrival.

Ithaca, New York Area

- Assisting professor in Television/Radio Video Editing course with lesson presentation in the classroom, as well as project preparation outside of class (downloading videos, setting up project submission folders, etc.)

Ithaca, New York Area

- Diagnosed and repaired technical hardware and software issues- Gathered information to determine technical issue and appropriate repair solutions via face to face interaction with clients - Complete detailed and accurate paperwork

Ithaca, New York Area

- Tutored students on HTML, CSS and Javascript - Aided with homework and project completion- Aided professors during class sessions

Greater New York City Area

- Working in the Listings Dept responsible for entry of housing information into database, organizing housing paperwork and fixing duplicated data.

Greater New York City Area

- Assisting in the IT Department help desk with hardware and software related issues.Computer deployment in new offices

Greater New York City Area

- Assisting in the IT Department with hardware related computer repairs

11-27 44Th Rd Long Island City, New York

Videotaping and editing art shows and events

Greater New York City Area

Entering housing information into the database in the Listings Department

Bachelor Of Science (B.S.), Cinematography And Film/Video Production, 3.1

Activities and Societies: Humans vs. Zombies Club, Fencing Club, Gamers Symphony Orchestra, Awaken Christian Fellowship

Cinematography And Film/Video Production

Activities and Societies: Treasurer of National Honor Society, Co-Captain of Girl's Fencing Team, Member of Concert Band