Brett Patrick Gibson
Townsend,MA
Summary
Seasoned Senior Support Specialist with relevant experience in providing high-level technical assistance and resolving complex issues. Strengths include strong problem-solving skills, excellent communication abilities, and thorough knowledge of industry software and tools. Significant impact made through improvement of customer service protocols, resulting in enhanced client satisfaction and retention.
Overview
19
19
years of professional experience
Work History
Senior Support Specialist & User Experience Professional
Pinpoint Global Communications
Nashua, NH
04.2015 - Current
- Provide exemplary support and ongoing operation, maintenance, and administration of multiple Learning Management Systems (LMS) built to train agents selling financial and Medicare products and packages
- Perform quality assurance checks on uploaded content (e-learning, reference materials), test and monitor functionality in both staging and production
- Create and run in-depth data reports, graphs, charts, and statistics on open tickets for clients
- Assist with research, support, and the delivery of training programs (hybrid and web-based), workshops, and conferences
- Facilitate end-user training
- Authoring of learning content, using Articulate Storyline & Rise
- Creation of Administrative Guides for clients, and User Guides for end users
- Train new employees on Support role
- Project Management tasks, including but not limited to: creating Business Requirement Documents, outline scope of project, organizing group to work on project, and making sure each step is completed from beginning to completion of project
Production Manager / Graphic Designer
Signarama
Chelmsford, MA
05.2013 - 03.2015
- Physical production of signs, including preparation of substrates and applying vinyl
- Operating laminator and mounting digital image products
- Proofreading and conducting quality assurance to ensure production quality and accuracy
- Operating vinyl plotter and Roland printer and setting up files to be ripped or printed
- Applying vinyl lettering on vehicles and windows of businesses
- Installing signage of sizes up to 18 feet long, and as high as 40 ft
- Creating and editing graphics in Illustrator, Photoshop, and Flexi-Sign
- Maintaining a digital library of all work through to completion
- Responsible for creating, editing, and designing labels, signs, and other items
Graphic Illustrator / Art Dept, Software Support Technician / IT Dept
Techprint, Inc.
Lawrence, MA
05.2007 - 05.2013
- Responsible for creating, editing, and designing labels, signs, and other designs
- Working under tight deadlines, on multiple, simultaneous projects
- Utilizing Adobe Illustrator, Photoshop, CorelDraw and other design software
- Creating EPS and PDF files with Adobe Illustrator
- EPS, PDF, AI, and PSD files used for printing, and PDF files used for proofs to show to clients/customers
- Assist Art Room Supervisor to match colors to customer's needs and/or requirements
- Maintain a digital library of all work through to completion
- Assist Senior Network Administrator with any software issues and maintain a database with all information regarding all machines in the building
- Internal compliance to ensure the files received are executable
Electronic Publishing Specialist / Shareholder Publishing FPCMS
Fidelity Investments
Merrimack, NH
07.2006 - 02.2007
- Responsible for the conversion and staging of various electronic files via a content management system to numerous internal and external business channels, and to Fidelity, with 100% accuracy
- Electronic delivery of funds through various formats such as: IDU, postscript, HTML, and PDF
- Maintain 100% accuracy in creating and staging all electronic files to Documentum (a web portal filing system) prior to business partner deadlines
- Ensure compliance with all quality control procedures and checkpoints
- Responsible for the page layout, design, format, and production of all financial publishing printed material
- Work with the Traffic Coordinator and other team members to ensure that all production deadlines are met
- Other print production responsibilities include file transfers, digital proof distribution, and proofreading
- Review of all documents for accuracy prior to submission for proofing
- Maintain and update department procedures for both electronic and print functions as requested
- Provide the highest level of customer service to our business partners on a consistent basis
Financial Report Specialist / EDGAR Department
Digital Publishing Solutions Inc.
Charlestown, MA
05.2005 - 06.2006
- Converting and editing Word doc into secure formats
- (PDF, HTML, & SEC Compliant File types)
- Updating issues in the company intranet
- Using Microsoft software to manipulate and clean Semi-Annual and Annual Reports
- Project management through the full project life cycle, communicating with our clients (customer service), delegating work to others, and ensuring work is delivered to clients in a timely manner to meet deadlines (EDGAR Department)
- Filing financial reports, including but not limited to: NSAR, 10-K, NCS, 497, Proxy and Fund Work
- Reviewing issues within the database and taking appropriate actions, such as contacting the appropriate people and resources to create a solution for the issue at hand
- Training new hires in HTML, ASCII, and Word conversion
- Updating training manuals and making changes to our EDGAR Training program
- Opening and closing jobs for Customer Service, inserting client information into our 'job ticket' and recording in our 'Job Manager' the billing information of the client
- Software used: EDGAR 3.0, Microsoft Office, HTML Ease, EE Docs, Adobe Photoshop & Illustrator (Mac + Win), Omnipage 14, PDF Converter 3, XPP (Xyvision)
Education
Associate of Science Degree - Computer Aided Design (CAD)
Middlesex Community College
Bedford, MA05.2003
Skills
- Technical Support
- Quality Assurance
- ELearning Content Creator
- Team Trainer
- Graphic Design
- Proofreading
- Research & Support
- Time Management
- Customer Service
- Project Management
- Project Scoping
- Documentation
- Client Relationship Building
- System Administration
- SLA management
- Training and mentoring
- Escalation management
- Staff Training
- Software troubleshooting
- Customer Support
References
References available upon request.
Timeline
Senior Support Specialist & User Experience Professional
Pinpoint Global Communications
04.2015 - Current
Production Manager / Graphic Designer
Signarama
05.2013 - 03.2015
Graphic Illustrator / Art Dept, Software Support Technician / IT Dept
Techprint, Inc.
05.2007 - 05.2013
Electronic Publishing Specialist / Shareholder Publishing FPCMS
Fidelity Investments
07.2006 - 02.2007
Financial Report Specialist / EDGAR Department
Digital Publishing Solutions Inc.
05.2005 - 06.2006
Associate of Science Degree - Computer Aided Design (CAD)
Middlesex Community College
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