Sherida Conley
Baltimore
Summary
Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.
Overview
12
12
years of professional experience
1
1
Certification
Work History
IT Help Desk Technician
TEKsystems
Baltimore
05.2022 - Current
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Provided technical support to internal customers in a timely manner.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Trained new support representatives on troubleshooting techniques and company support protocols.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Maintained positive working relationship with fellow staff and management.
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Guided customers through step-by-step solutions in a clear and concise manner.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
Customer Service Expert
Comcast
01.2013 - 12.2020
- Provided technical support to assist in resolving customer support issues with equipment
- Audit of customer inquiries and resolutions
- Responsible for engaging, building customer relationships and resolving complex issues
- Evaluation and resolution; of operational and technical issues
- Trouble shooting and forecasting customer services needs
CVT Agent
Priority One Staffing
08.2013 - 10.2013
- Provided technical support to assist in resolving customer support issues with equipment
- Account Management
- Credit Analysis of new account holders
- Collaborated with account holder to expand account options
- Collaborated with a diverse team to include Leadership to meet daily and monthly goals.
Education
Certificate - Cyber Foundations Information Technology
UMBC
01.2021
Skills
- ITF Fundamentals
- Network Plus
- Security Plus
- Customer Service
- Account Management
- Microsoft Office
- Outlook
- Skype
- Zoom
- Power Point
- Technical support
- Ticket management
- Customer relationship management
- Problem solving
- Documentation practices
- Effective communication
- Team collaboration
- Time management
- Active directory
- Help desk support
- Ticketing systems
Skills
ITF Fundamentals, Network Plus, Security Plus, Customer Service, Account Management, Microsoft Office, Outlook, Skype, Zoom, Power Point
Certification
- ITF Fundatmentals
Timeline
IT Help Desk Technician
TEKsystems
05.2022 - Current
CVT Agent
Priority One Staffing
08.2013 - 10.2013
Customer Service Expert
Comcast
01.2013 - 12.2020
Certificate - Cyber Foundations Information Technology
UMBC
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