Technical support

Bryan Jay Gordon

*** ********* **.

Smyrna, Ga **080

229-***-**** • **********@*****.***

Desktop Support Engineer

Experienced supervisor and successful trainer capable of technical customer support; reliable self-starter representing the organization internally as well as at the customer locations.

Areas of Expertise

●Knowledgeable in software and hardware including operating systems, networks, laptops and desktop applications.

●Offer complete IT solutions and meet end-user support needs in internal and external environments while providing integrity in the workplace. Excellent interpersonal skills leveraged to train staff as well as end-users culminating in high staff retention and compliance with quality and on-time delivery metrics.

●Collaborate between departments and levels of staff, allowing for an outstanding record of compliance regarding inventory accounting.

Technical Proficiencies

Platforms:

UPS Proprietary software, Windows

Tools:

Microsoft Office Suite

Hardware:

Various servers and networks

Professional Experience

Tyson, Vienna, GA

Shipping Supervisor (3/2015 – 11/2016)

Manage and supervise shipping clerks; assign loads and inspect shipments resulting in quality products reaching the customers on time. Collaborate with customer service, sales, and plant personnel in order to orchestrate the availability of product(s) at time of shipment. Communicate with accounting personnel to ensure inventory loss is avoided.

Key Achievements:

Continuously met on time delivery goals to the customers.

Oversaw activities to mitigate inventory loss and to meet accounting department requirements.

Trained and mentored staff to meet company objectives for minimal employee turnover.

●Monitor daily processes. Ensure completion of assigned tasks.

●Communicate with customers and staff to ensure satisfaction and relay information to upper management

●Assist other departments with tasks to ensure that the customer’s needs are met timely.

●Design new processes and/or fine tune processes already in place.

UPS, Albany, Athens, Carnesville, GA (3/1990 – 8/2014)

Preload Dispatch Supervisor

Determined the daily dispatch for each vehicle including the routes and staffing. Managed the preload operation. Staffed and trained the employees. Provided daily and weekly reports to management regarding output.

●Responsible for maintaining and updating the local database on a daily and weekly basis.

●Provide daily and weekly reports to the the district on the production of each center to the Business Manager, Division Manager, and District Operations Manager on the production status and efficiency of the dispatch.

●Provided detailed information to my managers and communicated to the customer with regard to the status of their service and expectation.

●I worked with UPS implementing the Production Flow Technology project as the lead for the division.

●As a preload supervisor with UPS, I rose our production level to 103% in my first month and continued to raise production as the goal increased over 3 years.

●While working as a supervisor at UPS, I was the first in my division to be sent to Supervisor Driver Safety Training and then coached other supervisors and being responsible for re-training all drivers at my location.

On Road Supervisor

Trained new drivers; provided driver safety training, and educated drivers on sales generation methods. Trained on proper delivery method that provide efficient and thorough service.

Computer Technician

Built and supported UPS hardware to include computers, servers, networks and printers in UPS locations. Supported UPS owned software and computers at outside locations requiring interaction with customers.

●As a technician, I identified a problem with our proprietary communications system, researched the problem, developed a solution and wrote documentation for implementation, The solution and documentation was then spread worldwide and improved reliability to customers by 36%.

●I was Senior technician for the North Florida District, responsible for my own area and team as well as ensuring the successful implementation of new projects throughout the district covering 22 locations and over 3,000 customers.

●I had an external customer base of 348 individual locations I was personally responsible for with a 4 hour service level agreement in outage situations.

●I was personally responsible for 4 UPS facility locations, maintaining all technology as well as overseeing 18 other locations when needed, assisting tech when required.

Education and Training

Darton College, Albany, GA

Associates of Science in Industrial Technology, Concentration in Computer Science

Comptia A+ certification

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