Summary
Overview
Work History
Education
Skills
Timeline
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Mariah-Giselle Tautua’a

East Palo Alto

Summary

Experienced with diagnosing and resolving complex technical issues. Utilizes strong troubleshooting skills to enhance system stability and performance. Track record of effective communication and collaboration with team members to meet and exceed customer expectations.

Overview

3
3
years of professional experience

Work History

Tier 2 Technical Support Specialist

YUPRO
02.2024 - Current
  • Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
  • Enhanced customer satisfaction by resolving complex technical issues and providing efficient solutions.
  • Assessed technical complexity of tickets to escalate to Tier 3 team.
  • Mentored less experienced team members to improve customer responses and work towards one-touch tickets.

IT Support Intern

Stanford University Libraries (SUL)
07.2023 - Current
  • Imaged/troubleshot Windows OS and MacOS for Stanford University Libraries (SUL) staff
  • Deployed 30 computers across SUL
  • Familiarity working with Dell hardware
  • Worked within SUL Tech Support Ticketing System
  • Experience updating and managing an inventory system to track requests, provide tech support, manage data on inventory
  • Patched and activated ports in networking closet at SUL
  • Worked and coordinated with various departmental liason
  • Repurposed old tech and determined whether to dispose or re-deploy them
  • Interacted with HP printers to identify security vulnerabilities, diagnosed and troubleshot HP printer hardware
  • Communicated with staff across SUL to upgrade their computer hardware
  • Delivered customer satisfaction for staff across SUL
  • Collaborated with staff to survey tech across SUL and provided data reports for ticket queues
  • Created documentation for task, procedures, and processes

Student Intern

Year Up
02.2023 - 07.2023
  • Trained in Google certifications for computer networking and IT support specialization
  • Collaborated with team members to present data analytics on global/information technology issues to stakeholders
  • Lead a team of four operation managers in daily operations and services
  • Built a diverse and inclusive community within the workplace

Security Guard

Allied Universal
02.2022 - 05.2022
  • Managed time by tracking different shifts
  • Ensured all safety measures were implemented to protect the establishment and patrons by patrolling hourly
  • On-boarded new employees by granting access to specified areas
  • Worked with Audio Visual systems to monitor public safety

Education

High School Diploma -

Sequoia High School
Redwood City, CA
06.2021

Skills

  • Software: Active Directory Management, Cloud computing (AWS), Software installations, Mobile Device Management (Jamf), Microsoft Office 365, Multi-factor authentication (Duo Mobile)
  • Hardware: Computer installation and maintenance
  • Networking: TCP/IP, DNS
  • Customer Service: End-user support, order fulfillment, communication
  • Certification(s): Google Technical Support Fundamentals Certificate: The Bits and Bytes of Computer Networking, System Administration and IT Infrastructure Services, Operating Systems and You: Becoming a Power User, IT Security, Defense against the digital dark arts, Google IT Support Specialization
  • Customer support

Timeline

Tier 2 Technical Support Specialist

YUPRO
02.2024 - Current

IT Support Intern

Stanford University Libraries (SUL)
07.2023 - Current

Student Intern

Year Up
02.2023 - 07.2023

Security Guard

Allied Universal
02.2022 - 05.2022

High School Diploma -

Sequoia High School

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Mariah-Giselle Tautua’a