Customer Service, Sales, Marketing, Business Analysis
Resume:
JEFFREY NORDMAN
SUWANEE, GEORGIA, 30024, UNITED STATES
***********@*****.***
1
Senior level customer focused professional skilled in managing the total
customer experience. Recognized as a highly motivated team player and
problem solver who is passionate about customer service. Change agent,
always looking for ways to improve the client relationship.
3 PROFESSIONAL EXPERIENCE
DISPLAYIT, INC. SUWANEE, GEORGIA 2006-2014
Manage over 600 client accounts and relationships, maintaining 98%
retention rate and helping to surpass monthly sales goals.
Selected to represent company at trade shows to promote products.
Promoted, adding responsibilities of IT Manager and Manager of Web Sites in
May 2007.
Implement online chat to improve client experience using SightMax software.
Improve and update web site look, feel and navigation to better leverage
pay-per-click advertising dollars.
Implement laarhoven.com and displayitatchurch.com sites as new businesses
using BVCommerce and Volusion software.
Provide users with technical support for computer problems, achieving 99%
satisfaction.
Resolve customer complaints regarding sales and service.
Project sales, focus sales efforts and determine profitability by
monitoring customer preferences and reviewing operational records and
reports.
Created tailored computing environment, consulting with users, management
and vendors to assess computing needs and system requirements.
Control IT operational budget and expenditures, minimizing procurement
costs while improving overall IT-related experience.
Develop IT management strategy, providing for data security and control,
strategic computing, and disaster recovery.
Promoted, adding responsibilities of Marketing Assistant in January 2011.
Identify, evaluate and develop marketing strategy, based on knowledge of
established objectives, market characteristics, and cost and markup
factors.
Increase repeat sales and word of mouth advertising through innovative
client appreciation program.
FEDERATED SYSTEMS GROUP (MACY'S) DULUTH, GEORGIA 2001-2006
IT Support April 2005 - May 2006
IT support for over 1200 computers including hardware, systems software and
applications software.
Monitor the performance and health of over 400 servers to detect problems
before an outage occurs.
Participate in daily nation-wide meeting to report on problems, how they
were addressed and how they can be avoided in the future.
Implement blade servers, VMware and network area storage.
Responsible for data backups and disaster recovery operations.
Design, configure, and test servers and operating system software based on
client requirements.
Maintain an inventory of parts for emergency repairs, minimizing outage
times.
Coordinate with vendors and company personnel to facilitate hardware and
software purchases.
Asset Manager April 2003 - April 2005
Responsible for accurate inventory database of hardware assets across
country, including point of sale, telephones, and all IT related hardware.
Increase inventory data accuracy from 45% to 93% in first year.
Work closely with field service technicians and engineers as well as
regional Directors to improve inventory reporting procedures.
Program automated daily web-based reports for each regional Director to
assist in monitoring their field engineers' inventory reporting activity
using advanced SQL queries, VB6, ASP, HTML, Java, and scripts.
Clarify CRM Programmer March 2001 - April 2003
Write, update, and maintain programs and software packages for CRM,
tracking inventory and reporting.
Conduct trial runs of programs and software applications to ensure they
produce the desired information and that the instructions are correct.
Perform and direct revision and expansion of existing programs to increase
operating efficiency or adapt to new requirements.
Plan, coordinate and implement security measures to safeguard database
against accidental or unauthorized damage, modification or disclosure.
Review project requests describing database user needs to estimate time and
cost required to accomplish project.
Compile and write documentation and instructions of program development and
subsequent revisions for end users.
Prepare detailed workflow charts and diagrams that describe input, output,
and logical operation, and convert them into programs coded in ClearBasic.
Coordinate Clarify CRM software system installation and upgrades and
monitor equipment functionality to ensure specifications are met.
Obtain and evaluate information on factors such as reporting formats
required, costs, and security needs to determine hardware needs for a
rolling five-year plan.
Create online silent auction web site to facilitate nation wide company
fundraiser for United Way.
JVC SERVICE AND ENGINEERING LAWRENCEVILLE, GEORGIA 1995-2001
Customer Service Coordinator October 1995 - March 2001
Confer with customers by telephone and in person to provide information
about products and services, enter hardware and service orders and obtain
details of complaints.
Refer unresolved customer grievances to designated departments for further
investigation.
Supervise three customer service representatives and advise them as to the
best course of action and solution for customer complaints.
Implement nation-wide employee learning program to improve skills and
encourage advancement in the company.
4 EDUCATION
CLEMSON UNIVERSITY, SOUTH CAROLINA
Industrial Management Major 1989-1992
GWINNETT TECHNICAL COLLEGE, GEORGIA
Associates Degree - Computer Programming 1997-2000
VMware Training - 2005
Adobe Photoshop CS6 Training - 2012
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