Tya Miller Email & Phone Number

Atlanta, Georgia, United States

Supervise and manage a team up to ten FT Support Technicians to oversee technical support for 13,000 users for all faculty, staff, students, and 4,000+ devices for the university. Mentor and assist in the coordination of the day-to-day responsibilities of direct reports utilizing various IT and software applications. Report to the Director of IT User Services and focuses on high-quality delivery of services as well as continuous improvement of User Services Technical Support. Responsible for FTR (first touch resolution) and SLAs in accordance with ITL processes, Projects that involve my team and coordination with other IT departments as well as various Facility groups. Quote large and small quantities of computers, laptops, peripherals and mobile devices through our various State contracts. Image the machines utilizing multiple imaging avenues, but relying on the main software imaging solution iVanti. Manage the WSUS server and patching for entire client-based systems on campus. Conduct regular presentations to Executive leadership, Parents, students, and prospective students on IT changes and benefits, as well as presenting for every Orientation tour to audiences of 100+. Facilitate AWA needs and Covid 19 guidelines for my employees. Manage every IT Audit that has to engage in my area of support for the campus, including PCI Audits. Design, update and execute endpoint virus outbreaks plans for all 4,000+ client pcs. Create hiring committees for the hiring process of employees and participate in other hiring committees for positions all over the UWG campus. Use feedback questionnaires, in-person client encouragement, and complaints as coaching opportunities with my direct reports on how we can grow, celebrate wins, or succeed as a team. Also, directly manage two Grad assistants and 16 Student Assistants. Utilize ITIL processes for endpoint life cycle management and gauging best practices.

Norcross, Ga

Under minimal supervision, provide hands-on desktop support and maintenance for Fiserv Associate computing environment, including company-standard hardware and software technologies for desktop, notebook, and system management tools. Duties also include network connectivity support, participation in projects as needed and proper utilization of an Incident and Service Request Management system for logging, tracking, and communication of technical support issues. Install, support and maintain PC hardware including desktops, laptops, monitors, printers, and audiovisual equipment, Windows 7 and XP in an Active Directory environment. Update and install MS Office Suite, VPN, Exchange, DNS, VPN Concentrator, Safeboot and other business unit software. Modify ExAdmin AD, Active Directory, and Group Policy rules and proxy exceptions through GPO. Maintain proper documentation, required by the leadership of Corporate IT, to properly track the status of all service calls, to assist the helpdesk in providing prompt response to users. Service 400 employees with 300 inhouse and 100 remote users through the use of RDP and Bomgar. Maintain windows images through the use of Windows AIK, image X, and Windows Deployment Server. Utilize SAP to order and track new hardware, and managing assets and proper asset destruction. Handle layout and design for new offices and existing office/cubicles for desktop, laptop, and cable management. Manage and deploy full scale wireless architecture. Building and managing McAfee Epolicy Orchestrator to encrypt and protect user and company data.

Norcross, Georgia, United States

Travel the U.S. providing communications and technical support for over 300 client institutions and problem-solving for the Technical Support/Training segment of Fiserv. Responsible for upgrading and installing new releases, and patches to fix current and existing versions of software. Define and/or resolves customer problems, simulate or recreate customer problems to resolve user operating difficulties, document problems and corrective procedures, offer technical assistance and insure proper handling and follow-up. Traveled to client locations and conduct training of users, setup and install software on servers and pc’s, and instruct IT personnel and administrators on pc settings and regular maintenance that is needed on servers and user workstations. Serve as Liaison between clients and the actual programmers providing .xml, event viewer, and Wireshark traces to assist in troubleshooting and getting resolutions to glitches in the software. I also create training documentation, customize our program for clients, as well as, train internal employees on software enhancements.

Atlanta, Georgia, United States

Ensured accuracy and efficiency with zero error target in the Document Fulfillment Service Department. Provide background research on customers’ accounts to expose errors. Prioritize work flow according to the directives of SLA; Service Level Agreements. Recognize recourse absence in high volume of customer IRD; Image Replacement Document as mandated by Federal Government according to Check 21 System.

North Augusta, South Carolina, United States

Executive Mba, Masters Of Business

Bachelors - Management Of Information Systems, Information Technology, 3.64 Gpa

Took one class at a time to strengthen my work skills and have time for my family.