Brenda Powe-Conley

I would like to take this opportunity to briefly introduce myself. I have several years of experience within the customer service, call center and technical support environment. I have performed technical support within the following industries: Healthcare / Pharmaceutical, Finance and Transportation. I was also nominated as the HDI (Helpdesk Institute) Analyst of the Year in 2005. As a Certified Helpdesk Analyst my responsibilities are to receive incoming and log calls into a (CMS) Call Management System. I would then need to determine if the issue would be related to software, hardware or (How to) - training. After analyzing the issue, For example: If hardware related, I would assign the issue or repair ticket to a field service technician, appropriate individual or department, if unable to resolve the issue upon first contact. Once the issue or repair was completed, I would then follow-up with the end-user, verifying if the issue was resolved to the client or end-user satisfaction.