Technical Support Supervisor

Malik Jordan

**** **** *** *** 16-224-***-****

Kenosha, WI 53142 ********@***.***********.***

Career Objective:

Dedicated professional driven to forge a lasting and impactful career, aspiring to secure a challenging management role within a respected organization. Eager to leverage and cultivate my diverse skill set while making significant contributions that elevate the organization's success. Committed to continuous growth, collaboration, and the pursuit of excellence. Summary:

Dedicated and results-oriented professional with a proven track record of success in technical support, sales, and customer service roles. Adept at leading and motivating teams, solving complex problems, and delivering exceptional results. Strong communication skills and a passion for providing outstanding customer experiences. Seeking opportunities to leverage my skills and experience for continued growth and impact.

Work and Volunteer Experience:

Solugenix /SEI - Technical Support Supervisor August 2018 – November 2023

• Led a diverse team of US, nearshore, and international workers, overseeing day-to-day operations, conducting interviews, training, maintained and improved quality assurance standards, and performance reviews.

• Managed the ServiceNow Case management system, timecard management with ADP, and the phone system 3C Logic.

• Successfully conducted high-level company and client-facing meetings, demonstrating effective communication and project management skills.

• Implemented process improvements and adjusted operations to enhance efficiency and productivity.

• Demonstrated strong supervisory skills, including the ability to lead, coach, and develop level 1 and Lead team members.

• Utilized Microsoft Suites for various tasks and collaborated effectively with all organizational levels.

• Handled critical situations with a solutions-focused approach, ensuring company and client satisfaction.

• Conducted performance improvement plans and issued corrective actions when necessary.

• Proven ability to multitask, work independently, work collaboratively, and maintain attention to detail.

Chicago Marketing - Sales Representative November 2017 - March 2018

• Built strong customer relationships, fostering trust and enthusiasm for the products/services offered.

• Demonstrated exceptional attention to customer preferences, ensuring satisfaction with each interaction.

• Scheduled appointments between customers and managers, streamlining the sales process.

• Generated and maintained client and sales reports to track progress and achievements.

• Managed paperwork for sales presentations and maintained accurate records. Advocate Condell Medical Center - Patient Transport January 2017 - November 2017

• Transported patients with care and professionalism, maintaining a positive attitude throughout appointments.

• Ensured patients were equipped with appropriate medical supplies and equipment.

• Managed paperwork and ticket distribution for nursing staff and testing sites.

• Utilized Outlook to obtain and distribute necessary reports.

• Acted as a reliable backup for dispatch operations. Six Flags Great America - Unit Supervisor April 2014 – November 2016 [Company Address]

• Supervised three retail locations within the amusement park, overseeing a team of ten employees.

• Trained, developed, and evaluated team members, maintaining high-performance standards.

• Managed inventory, incoming shipments, store transfers, and cash handling procedures.

• Enforced Guest First Service standards, consistently delivering exceptional customer experiences.

• Assigned daily tasks to team members, ensuring efficient store operations.

• Issued corrective actions and maintained employee discipline when required. Skills:

• Customer Service

• Team Leadership

• Problem Solving

• Time Management

• Project Management

• Communication

• Training and Development

• Microsoft Suites

• ServiceNow Case Management

• 3CLogic Phone System

• Performance Reviews

• Process Improvement

• Multitasking

• Adaptability

• Customer Satisfaction analysis

• Quality Assurance analysis

Education:

Associate degree program: Business Administration

College of lake County February 2016-Decemeber 2019 (not completed). References available upon request.

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