Tamara Geffrard
Technical Support Specialist | IT Help Desk | Technical Support Engineer
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About
Technical Support Specialist with 10+ years of experience delivering remote and onsite technical support for hardware, software, operating systems, enterprise applications, and networking. Proven ability to own customer issues from diagnosis through resolution while providing exceptional customer service. Experienced with ServiceNow, Windows, Microsoft 365, Active Directory, SCCM, desktop deployments, driver installation, hardware upgrades, and remote troubleshooting.
Experience
IT Support Specialist III / Technical Support Engineer at Golden Entertainment (2023-03 – 2026-01)
- Delivered Tier I–III remote and onsite technical support while meeting SLA goals.
- Owned customer issues from initial report through final resolution.
- Diagnosed Windows, Microsoft 365, hardware, software, driver, networking, printer, and peripheral issues.
- Installed drivers, configured desktops and laptops, and performed SCCM imaging and deployments.
- Performed hardware upgrades and workstation maintenance.
- Used ServiceNow to document incidents and manage escalations.
- Collaborated with infrastructure, networking, and application teams to resolve complex issues.
- Created troubleshooting documentation and knowledge base articles.
- Leveraged AI tools to improve support efficiency.
End User Technology Specialist at Police Department Headquarters (2022-10 – 2023-03)
- Supported desktops, laptops, printers, and enterprise software.
- Installed Windows workstations and peripherals.
- Troubleshot VPN, firewall, networking, and hardware issues.
- Maintained documentation and inventory.
IT Analyst at Olezka Global Inc. (2022-05 – 2022-10)
- Supported enterprise hardware and software.
- Assisted with deployments and troubleshooting.
- Collaborated to resolve customer-impacting issues.
IT Support Specialist Manager at Love and Help Foundation (2015-02 – 2020-10)
- Managed IT support operations.
- Coordinated vendors and hardware procurement.
- Maintained documentation and trained end users.
Education
Bachelor of Science in Software Development – DeVry University
Bachelor of Science in Project Management – DeVry University
