On resume

Jennifer Gober

Empire, AL 205-***-**** ************@*****.*** Linkedin/Jennifer Gober

SUMMARY

Results-driven IT professional with over 20 years of experience in customer service, IT support, and technical administration. Skilled in troubleshooting, system management, and data analysis, with a strong ability to adapt to various technologies and software applications. Proficient in Microsoft Windows, Zendesk, and medical software platforms. Demonstrated success in resolving customer issues, optimizing workflows, and improving system performance. Adept at collaborating with cross-functional teams to implement IT solutions and improve service delivery. Seeking mid-level roles in IT Support, Data Analytics, or IT Management to leverage technical expertise in improving operational efficiency and customer satisfaction.

MY SKILLS

Operational Customer Support, Data Analysis, Problem Solving, Process Optimization, Scheduling, Market Research, Conflict Resolution, Cross-functional Collaboration, Project Coordination, Data Reporting, User Training, Workflow Automation, Troubleshooting, Team Management, Compliance Management, Training Materials Creation, Time Management, IT Documentation, Service Optimization, Employee Engagement Technical Microsoft Windows, Zendesk, Medical Software, Data Analytics, IT Support, Ticket Management, System Troubleshooting, Network Configuration, Database Management, Operating Systems, Hardware Support, Data Entry, System Implementation, Network Administration, IT Security, Technical Support, Customer Relationship Management, Cloud Technologies, Application Support, Data Integration, Software Configuration Leadership &

Communications

Team Leadership, Training Development, Stakeholder Management, Presentation Skills, Conflict Resolution, Coaching, Staff Supervision, Verbal Communication, Written Communication, Customer Engagement, Negotiation, Client Relations, Mentoring, Team Collaboration, Interpersonal Skills, Performance Feedback, Process Documentation, Presentation Experience, Cross-functional Leadership, Stakeholder Communication, Relationship Building

EDUCATION

AOA, and Vision America

Jefferson State Community College Birmingham (Jan 2012 - Jan 2014) Associate Degree in Art

Bevill State Community College Sumiton (Jan 1995)

PROFESSIONAL EXPERIENCE

IT Specialist

Axion Contact June 2024 – Present

● Implement and maintain IT infrastructure, ensuring 99.9% network uptime and seamless connectivity across systems.

● Provide comprehensive technical support for hardware, software, and network-related issues, resolving 90% of tickets within the first 24 hours.

● Optimize system performance through regular diagnostics and tuning, enhancing efficiency and reducing latency.

● Manage IT security protocols, including firewall configuration, secure access, and proactive monitoring to safeguard sensitive data.

● Design and deliver technical training sessions for team members to enhance system usage and productivity.

● Automate software deployment processes using scripting tools, reducing implementation times by 30% and ensuring consistency.

● Conduct IT audits to ensure compliance with organizational policies and regulatory standards.

● Collaborate with cross-functional teams to align IT solutions with business objectives, driving a 15% improvement in workflow efficiency.

IT Support Supervisor

Fortuna April 2021 – April 2023

● Developed and implemented a tracking system for employee attendance, increasing accountability and reducing absences by 15%.

● Collaborated with cross-functional teams to address conflicts, improving team dynamics and productivity.

● Evaluated employee performance, provided feedback, and implemented corrective measures to meet team goals.

● Enhanced customer satisfaction by resolving complaints in a timely manner, achieving a 20% improvement in customer feedback scores.

● Managed payroll and ensured accurate time reporting for all team members.

● Coordinated training programs, reducing onboarding time by 30% for new staff.

● Implemented system improvements that streamlined operations, reducing time spent on administrative tasks by 10%.

● Conducted regular team meetings to review performance metrics, align on goals, and enhance team collaboration. Customer Support Specialist

Activus Connect October 2020 – April 2021

● Delivered clear and accurate information to customers, resulting in a 15% increase in customer satisfaction.

● Followed precise procedures to ensure accurate call transfers, reducing error rates by 20%.

● Worked independently, managing customer interactions and providing timely resolutions.

● Built strong relationships with key stakeholders, increasing support for company initiatives.

● Crafted persuasive communication for potential partners and donors, improving organizational outreach.

● Participated in team strategy sessions, contributing insights for service improvements.

● Conducted follow-up surveys to gauge customer satisfaction and identify areas for improvement.

● Assisted in creating training materials to help new hires quickly acclimate to company processes. Technical Support Coordinator

Modsquad November 2017 – September 2020

● Reviewed video content for quality and compliance, ensuring a 99% adherence rate to content standards.

● Responded promptly to customer inquiries via Zendesk, enhancing customer service response times.

● Worked closely with team members to identify obstacles and streamline workflows, improving productivity by 15%.

● Coordinated with subcontractors to ensure timely completion of tasks, meeting project deadlines 100% of the time.

● Maintained accurate records of customer interactions and resolutions, contributing to better reporting.

● Provided feedback to management, identifying opportunities to enhance ticketing processes.

● Supported the team in troubleshooting and resolving technical issues, improving system reliability.

● Assisted in onboarding new moderators by providing training on tools and processes. IT Service Advisor

LiveOps September 2016 – July 2020

● Assisted customers in navigating the website and placing orders, improving user experience by 20%.

● Managed customer complaints and inquiries, achieving a 95% resolution rate on first contact.

● Ensured compliance with company policies, resulting in flawless audits.

● Provided product recommendations to customers, increasing sales by 10%.

● Coordinated with the technical team to resolve customer technical issues, reducing wait times by 15%.

● Contributed to the development of FAQs and troubleshooting documentation for internal use.

● Tracked and reported customer feedback to help improve product offerings.

● Worked with cross-functional teams to improve the customer journey, boosting satisfaction scores. Field Data Analyst

MOSAIC Birmingham March 2017 – May 2018

● Collected and analyzed data on product placement and customer preferences, improving service delivery by 15%.

● Developed and maintained partnerships with vendors, leading to improved customer satisfaction and cost savings.

● Conducted market research to better understand customer needs, resulting in more effective product offerings.

● Collaborated with sales and support teams to ensure seamless service delivery.

● Provided on-site technical support, resolving issues efficiently and reducing customer downtime by 25%.

● Managed scheduling and coordination of field services, ensuring on-time deliveries and services.

● Created reports on field activities and customer feedback for upper management.

● Assisted in developing training programs for new service representatives, improving performance by 30%. IT Administrative Assistant

New Horizons Eyecare January 2013 – May 2014

● Assisted patients with check-in, appointment scheduling, and payments, improving office efficiency.

● Managed patient records and insurance details, ensuring 100% accuracy in documentation.

● Coordinated with physicians for patient referrals, improving care coordination.

● Utilized medical software for scheduling and billing, streamlining office operations by 20%.

● Provided customer service during patient visits, ensuring high satisfaction levels.

● Trained new administrative staff on software and office protocols.

● Assisted in the setup and operation of diagnostic and screening equipment.

● Ensured compliance with all medical record-keeping regulations, resulting in no compliance issues during audits. ACHIEVEMENTS

● Improved customer satisfaction by 20% by resolving complaints and streamlining service delivery processes.

● Reduced onboarding time by 30% through the creation of comprehensive training materials for new hires.

● Increased team productivity by 15% by improving workflows and communication strategies.

● Boosted customer sales by 10% by providing personalized product recommendations.

● Achieved a 25% reduction in system downtime by implementing effective troubleshooting and support strategies.

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