SHERIDA CONLEY

• Managed and resolved over 100 daily help desk tickets, maintaining a high customer satisfaction rating through effective communication and problem-solving.
• Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
• Resolved escalated technical issues from Tier 1 analysts, achieving over 85% ticket resolution rate within SLA targets.
• Documented customer interactions and resolutions in ticketing system to enhance future reference and improve reporting accuracy.
• Escalated complex issues to senior technical staff, ensuring timely follow-through and resolution.
• Conducted user training sessions and created documentation to empower employees with self-service IT solutions.

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• Engaged with customers to strengthen relationships and resolve complex issues efficiently.
• Provided technical support to assist in resolving customer support issues with equipment
• Assisted customers with inquiries regarding services and billing issues.
• Educated customers on product features and available service options to enhance their experience.
• Documented customer interactions in internal tracking systems accurately.
• Trained new staff on customer service protocols and best practices.

• Managed client accounts, fostering satisfaction and retention through proactive communication
• Credit Analysis of new account holders
• Collaborated with a diverse team to include Leadership to meet daily and monthly goals.