Tinnette Siler

Experienced technical support and helpdesk specialist with a strong background in networking, project management, and training new hires. Proficient in Microsoft Office, SharePoint, SQL Server Management, and Saba LMS, enabling efficient management of documentation, collaboration, and learning systems. Skilled in developing comprehensive standard operating procedures and creating effective training materials to enhance team performance and service delivery.

Demonstrated ability to manage projects from inception to completion, ensuring timely and quality outcomes. Passionate about technical writing and continuously expanding knowledge, with a strong interest in learning more about artificial intelligence (AI) and its applications. Committed to contributing to organizational success through efficient support, knowledge sharing, and ongoing professional development.

Support Center Quality Coordinator - Gilbarco Veeder-Root - Greensboro, NC

(2018-01)

• Coordinate Passport Tier 1 training for new hires, ensuring mastery of five required tasks.
• Deliver five weeks of Passport Tier 2 training to teach troubleshooting and support for Passport POS and other Gilbarco products.
• Develop and update standard operating procedures (SOPs) for the Passport POS Helpdesk, uploaded to SharePoint.
• Design and implement up-training materials for the helpdesk using Saba Learning Management System software.
• Audit over 100+ Tier 2 agents' calls, providing feedback for quality, customer service, and productivity improvement.
• Collaborate with Product Support and Engineering to create SOPs for new products and support content.
• Publish and maintain the Passport Newsletter for the Service department.

Gasboy Technical Support Analyst - Gilbarco Veeder-Root - Greensboro, NC

(2014-12 - 2018-01)

• Managed fuel management projects, including consultations, software installation, and remote training.
• Provided phone and remote support troubleshooting and support with the fuel management software which included SQL database, Linux command line, and networking issues.
• Interpreted schematics and wiring diagrams to assist field technicians with dispenser issue resolution.
• Maintained key performance indicator (KPI) metrics for logged calls and average handling time.
• Created SOPs for the Gasboy department to ensure standardization.

POS Support Center Associate - Gilbarco Veeder-Root - Greensboro, NC

(2007-09 - 2014-12)

• First contact for customer support calls for troubleshooting and technical assistance across various Gilbarco products.
• Appointed as Subject Matter Expert for the Impulse project, and ensuring compliance with PCI DSS standards.
• Assisted in the training of new hires and auditing agents' phone calls to maintain high support quality.
• Utilized Microsoft SQL Server Management Studio to troubleshoot technical issues.

Bachelor of Science - Leisure Services and Tourism Management - University of North Carolina at Greensboro

Diploma - Information Technology and Networking - ECPI College of Technology