Tiffany Barsness
@tiffanybarsness
NOC and Help Desk leader seeking a Manager, Optical Network Operations Center role, with experience leading an 11-member technical team.
United StatesWhat I'm looking for
At Sunset Technologies, I led an 11-member NOC and Help Desk team, improving response times and service quality through structured processes and hands-on coaching. I oversaw ticket lifecycle discipline and SLA compliance, and served as the escalation point for network outages and other service-impacting incidents.
In my current Technical Team Lead role, I support frontline operations by guiding technicians, managing high-priority escalations, and monitoring ticket flow and team KPIs. I’m seeking to bring my operations and people-leadership background to a Manager, Optical Network Operations Center role.
Experience
Work history, roles, and key accomplishments
Technical Team Lead
Sunset Technologies
Dec 2024 - Present (1 year 10 months)
Serve as primary escalation contact for technicians and clients, manage high-priority escalations, supervise service board activity, and conduct performance check-ins.
NOC Lead & Help Desk Team Lead
Sunset Technologies
Jun 2017 - Dec 2024 (7 years 6 months)
Led an 11-member NOC and Help Desk team, owned service board oversight, enforced SLA compliance, and served as escalation point for outages and incidents.
Technology Support Analyst
UHG / Optum
Sep 2015 - Jun 2017 (1 year 9 months)
Delivered Tier 1 support in a high-volume call center environment, supporting 5,000+ applications, and met service-level goals for call handling and first-call resolution.
IT Work Study
Collegis Education – Rasmussen College
Jun 2015 - Sep 2015 (3 months)
Supported students and staff with hardware/software troubleshooting, equipment imaging, and installations.
Operations Specialist
Gander Mountain
Oct 2004 - Feb 2014 (9 years 4 months)
Managed payroll, scheduling, audits, compliance reporting (BATF), onboarding, and trained Operations Specialists across multiple store locations.
Appraisal Coordinator
O'Neil Appraisal Services
Mar 2003 - Jul 2004 (1 year 4 months)
Scheduled, tracked, and submitted time-sensitive reports for large teams.
Owner
Calming Waters Spa
Aug 2002 - Aug 2003 (1 year)
Oversaw all aspects of small business operations, including hiring, marketing, and finance.
Maintained client relations and processed policies.
Tanning Consultant
Tropical Tanning / Tan of the Islands
Jan 1996 - Aug 2002 (6 years 7 months)
Trained staff, managed inventory, and delivered customer service.
Education
Degrees, certifications, and relevant coursework
Southern New Hampshire University
M.S., Psychology
Pursued a Master of Science in Psychology, completing the program in 2025.
Rasmussen College
B.S., Cybersecurity
Earned a Bachelor of Science in Cybersecurity in 2020.
Rasmussen College
A.A.S., Network Administration
Earned an Associate of Applied Science in Network Administration in 2016.
Prosource
Licensed in Life, Health, Property & Casualty Insurance, Insurance
Licensed in Life, Health, Property & Casualty Insurance in 2001.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Job categories
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