Sheryl Clanton
Springfield
Summary
Resourceful and able to respond to a wide range of challenges with a focused and creative approach. Effective with problem solving and decision making. Professional, detail-oriented and motivated providing results from start to finish. Work well in a team-oriented environment.
Overview
22
22
years of professional experience
Work History
Technical Support Representative
The HCI Group
02.2022 - 03.2025
- Provided remote support for health care community.
- Support for VPN, MS Office and all other Windows 10 issues.
- Provided after-hours support for applications and project efforts when needed.
- Provided technical support to customers via phone, email, and chat, troubleshooting hardware and software issues.
- Documented all customer interactions and solutions in a detailed ticketing system for future reference.
- Collaborated with cross-functional teams to escalate complex technical issues and ensure timely resolution.
- Assisted in the development of knowledge base articles and FAQs to improve self-service options for customers.
- Performed remote diagnostics and troubleshooting to identify root causes of technical problems.
Rideshare Driver
Uber
09.2017 - 02.2022
- Ensured that customers arrived safely and timely to their destination while creating customer satisfaction.
- Managed routes through use of iPhone applications and Android technology.
Applications Analyst Advanced
Jack Henry and Associates
06.2014 - 08.2017
- Following escalation procedures to ensure complex support causes are resolved for customer satisfaction.
- Consulting senior teams on complex causes to increase product knowledge and improve our procedures.
- Demonstrating professionalism and courtesy with our valued customers.
- Taking time to follow up with our clients to ensure optimal customer satisfaction was always provided.
- Assist in developing existing documentation practices, encouraging peer input.
- Worked closely with team members to meet or exceed all customer service requirements.
PC Support Technician II
Bass Pro Shops
04.2007 - 11.2013
- Investigated, resolved software, hardware advantages.
- Participated in special projects, and documented improvements.
- Provided after-hours support for applications and project efforts when needed.
- Researched, troubleshooting and resolving complex situations.
- Installed software, modified and repaired hardware resolved technical cause.
Senior System Administrator
IXC Communications
03.2003 - 12.2006
- Resolving issues and escalated problems with knowledgeable support and quality service.
- Provided after-hours support for applications and project efforts when needed.
- Implemented and administered advanced Microsoft technologies for education amount peers.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Applied performance tuning techniques to make sure our customers were always receiving a high standard of support.
Education
Associate of Science - Computer Science
Everest College
Springfield , MO 05.2008 - 05/2012
Skills
- Technical troubleshooting
- VPN support
- MS Office proficiency
- Remote diagnostics
- Knowledge base development
- Ticketing system documentation
- Complex problem resolution
- Effective communication
- Attention to detail
- Application installations
- Application support
- Teamwork and collaboration
- TCP/IP
- Technical support
- Incident tracking
- Hardware and peripherals
Timeline
Technical Support Representative
The HCI Group
02.2022 - 03.2025
Rideshare Driver
Uber
09.2017 - 02.2022
Applications Analyst Advanced
Jack Henry and Associates
06.2014 - 08.2017
Associate of Science - Computer Science
Everest College
05.2008 - 05/2012
PC Support Technician II
Bass Pro Shops
04.2007 - 11.2013
Senior System Administrator
IXC Communications
03.2003 - 12.2006