Ciera Woods

About Ciera Woods

A proactive professional, maintaining certifications in Scrum and Security+. Drawing from…

Experience

1. Service Desk Analyst

   Lion Solutions

   Aug 2024 — Present · MD, US

   Provide Tier 1 support and troubleshooting for Microsoft 365 SaaS products including Office Suite for enterprise customers.• Deliver Tier 1 escalation and call triage for service requests, incidents, problems, and emergencies following the ITIL framework.• Manage service desk operations, ensuring SLA adherence for Tier 1 support requirements.• Operate in a call center environment, meeting SLAs for call triage, escalations, and incident reporting.• Leverage ServiceNow ITSM for service desk and ticket management, including incidents, requests, change management, and knowledge base updates.• Troubleshoot web browser issues (Edge, Chrome, Firefox) and device/application support for Outlook, Teams, OneDrive, and M365 apps.• Support Windows 10/11 enterprise desktops and networks, including wireless and printing troubleshooting.• Troubleshoot Apple devices (MacOS, iOS, iMac) and manage mobile/tablet device configurations.• Perform MACDs (moves, adds, changes, deletions) for account and asset provisioning, deprovisioning, and decommissioning.• Participate in small-scale enterprise projects, providing peer training and cross-team collaboration.• Maintain documentation, provide weekly updates, and ensure clear communication and reporting with customers and peers.• Recognized for strong emotional intelligence, communication, and ability to handle fast-paced IT operations while maintaining high customer satisfaction.

Education

• Cortiva Institute

  Esthetics Certificate

  2017 — 2018

• Baltimore City Community College

  B.S

  2012 — 2012

• The Art Institute of Washington

  B.A

  2010 — 2011

Skills

• Event Management
• Project Planning
• Community Outreach
• Strategic Planning
• Customer Service
• Hotsos
• Time Management
• Cashiering
• Telephone Skills
• Micros
• Windows
• Powerpoint
• Microsoft Excel
• Data Entry
• Microsoft Office
• Sales
• Customer Satisfaction
• Research
• Retail
• Inventory Management
• Inventory Control
• Fundraising
• Serving
• Marketing Strategy
• Retail Sales
• Human Resources
• Apparel
• Event Planning
• Teamwork
• Loss Prevention
• Public Speaking
• Microsoft Word
• Employee Training
• Indesign
• Administration
• Leadership
• Visual Merchandising
• Nonprofits
• Filing
• Opera Reservation System