Customer Service Management

Jordan Goodson

********@*****.*** *** Hearthstone Crossing

818-***-**** Woodstock, GA 30189

Experience:

TechZulu.com Los Angeles, CA

Science & Tech Reporter 12/12 - Present

Conduct product demos and reviews.

Locate and communicate with Local Startup Executives and Founders.

Produce and edit long form coverage of Science and Tech News

Source, format and edit images for posts.

Develop and execute Content Management Strategies.

Update and manage Editorial Calendar.

TJKMedia Los Angeles, CA

Technical Officer/Digital Copywriter 2/14 – 12/14

Direct planning and implementation of upgrades to business server platforms and applications in

support of business objectives and corporate growth.

Set and balance technology priorities and efficient IT operations across the organization.

Develop and establish appropriate operating policies, technology standards and procedures to

ensure security policy compliance.

Identify and implement campaign strategies through content.

Create edit and manage Service Level Agreements (SLAs) between TJKMedia and clients.

Pitch and write content for campaign landing pages as well as.

Perform reviews of client's electronic content throughout web, recommend improvements.

Identify public perception of brands – conceive and execute essential strategies to increase or

modify brand awareness.

Mindshare LA Los Angeles, CA

A/V Director 4/11 – 9/14

Overall organization of the technical production process, maintaining a high level of technical

quality in broadcast productions.

Ensure all production positions are manned, and all equipment and facilities are checked out and

ready before a live broadcast begins, including completing pre-production check-off documents.

Provide training to more inexperienced members of the technical crew when needed.

Provide budget estimations for productions, coordination of the provision of staging and AV

rentals, schedule and supervise production staff and liaise with non-technical corporate clients to

define technical production requirements.

Develop the growth of AV service, system upgrades and other maintenance issues.

GadgetReview.com Los Angeles, CA

Writer/Editor 3/13 – 5/14

Set editorial and strategic content direction.

Work with content production team to help develop and implement profitable content initiatives.

Write and edit concise, smart and informative content on a scheduled basis.

Develop process for content consistency throughout site.

Conduct research on latest consumer tech products.

Identify and rationalize consumer needs and compare with product offerings.

Tecca.com Los Angeles, CA

Feature Tech Writer 11/11 – 8/12

Provide content from a technical perspective to provide knowledgeable opinion of products.

Produce product reviews and how to guides on a bi-weekly basis.

Utilize extensive knowledge of popular platforms including iPhone and iPad, Android phones,

tablets, Mac and Windows to deliver informative yet concise content.

SEIU MRC Pasadena, CA

Member Resource Organizer 6/11 – 12/11

Document all calls by entering comprehensive and understandable case notes in UnionWare

database.

Problem solving individual and worksite issues with members and deliver on commitments and

critical timelines.

Interpret, advise and educate members on their rights.

Analyze and apply Union Contracts to each member's situation.

Conduct informal resolutions or involve Stewards to resolve member representation issues.

Contribute to the building of a stronger union by being the first point of contact for members

seeking advice or advocacy.

Provide high quality advice and representation to members contacting the Member Resource

Center.

Communicate with MRC management and staff to find best possible resolutions to local member

issues.

SEIU MRC Pasadena, CA

SharePoint Developer/Admin 8/10 – 6/11

Provide web design, graphic design and development support for customization by Member

Resource Organizers.

Conduct Independent Project Management through self-delegation of tasks and plan formulation.

Provide design and development support for custom SharePoint 2010 master pages

Review, edit and reformat Standard Operating Procedures for various Locals within SEIU.

Ensure designs provide a consistent user experience and complies with Union accessibility and

security requirements.

Collaborate with management teams by brainstorming, storyboarding, building prototypes to

design and develop an enterprise-wide SharePoint 2013 branding.

Creation of appropriate information architecture, taxonomy and solution approach.

Provide assistance to Management and Staff in the MRC with SharePoint knowledge at a level of

understanding appropriate to their job function.

Provide Help Desk/WorkSite Support while managing proprietary ticketing system.

People Quest Staffing Glendale, CA

Staffing Recruiter 12/08 – 5/09

Receive and track open positions - distinguishing which required highest priority.

Evaluate and initiate contact with viable candidates by ensuring viable experience for placement

in consulting firms, financial institutions, call centers, mortgage & banking corporations, IT,

healthcare, insurance and sales positions.

Create, organize, revise and maintain database of candidates placed in temp to perm positions.

Perform reformatting and enhancement of resumes to facilitate and improve placement potential.

Track, record and forecast length of employment for placed contractors.

Visions in Color Burbank, CA

Director IT Services 7/07 – 9/08

Begin and complete deployment of new network infrastructures: Network Servers and File Hosts

and desktop workstations.

Perform support for all network environments including but not limited to routine maintenance and

upgrades to increase stability and achieve optimum performance.

Provide consultations to CEO and management team to assist in choosing the technology

products tailored to fit office environment.

Implement backup and disaster recovery procedures for desktop and server platforms.

Implement integration of Network and specialty software.

Managed Network Security and initiated safety protocols.

Create VPN and Terminal Remote Access for sales and management.

Setup and secure wireless access points and network cohesion.

Document procedures for client network security and network mapping.

Debris Free Los Angeles, CA

Network Admin Support Specialist 6/06 - 7/07

Build configure and maintain servers, mail systems, backup and recovery plans, and network

security systems, (DHCP, DNS, etc.).

Analyze vulnerabilities in Network security, by monitoring incoming and outgoing traffic logs.

Create company policies and procedures governing corporate security, email and Internet usage,

access control.

Recommend wide variety of technical solutions to increase productivity and decrease overhead

including FTP access for telecommuters and clients, implementation of remote desktop, VNC,

VOIP, and spam filters.

Deploy backup and data recovery protocols for all systems.

Operate Active Directory Administration, Group Policy, Security, File Permissions.

Install and maintain PBX phone system.

Operating Systems

Android, DOS, iOS, Mac 0SX, Windows 2000, Windows 7, Windows 8.1, Windows ME, Windows NT,

Windows XP

Software

Adobe Acrobat, Adobe Illustrator, Adobe Photoshop, Auto CAD, DreamWeaver, FileMaker Pro, FileSite,

HP Autonomy, MS Active Directory, MS .Net, MS Excel, MS Exchange, MS Outlook, MS PowerPoint, MS

Word, MySQL, PHP, SharePoint 2010, Symantec Server Mgmt. Suite, Visual, VMware, VNC, Windows

Server (2003, 2008, 2012), WordPress

Skills

Application Development, Basic Scripting and Programming Experience, Business Analytics, Cloud

Systems, Content Management, CSS, Data Analytics and Analysis

Data Mining, Database Administration, Device Management, Device Repair, DNS, Efficient Time

Management, Excellent Customer Service, Familiar with Support Ticket, Call Center, and Knowledgebase

Systems, Familiar with Support Ticket, Call Center, and Knowledgebase Systems, File Systems,

Firewalls, Help Desk, High Level of Concentration and Commitment, HTML, iSCSI, DHCP, DNS, TCP/IP,

Java Familiarity, Mobile Applications, Mobile Security, Network Administration, Network Architecture,

Network Optimization, Network Security, Network Security, PBX Management, Problem Solving, Project

Management, Quickly Learn New Technologies, Scripting, Self-Motivation, Sharp Troubleshooting and

Analytical Abilities, Social Media Expertise, Storage Area Networks, Strong Oral, Written, and

Interpersonal Communication, Team Building, Technical Support, VoIP Implementation and management,

VPN, Work Well Under High Stress and High Demand, Working Knowledge of SQL (MySQL) and HP

WorkSite Communications Server.

Contact this candidate