Byron Gordon
Gaithersburg,MD
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
6
6
Customer Service Experience
Work History
IT Consultant (Contract)
Self Employed
Gaithersburg, MD
01.2024 - Current
- Enhanced customer satisfaction by resolving technical issues in a timely and efficient manner.
- Reduced downtime by troubleshooting and repairing hardware, software, and network issues.
- Improved user experience with proactive system maintenance and updates.
- Supported end-users in various applications to optimize their productivity and performance.
- Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.
- Optimized helpdesk workflows by identifying areas for improvement and implementing necessary changes.
- Developed strong relationships with clients through excellent communication skills, earning respect as a trusted advisor on IT-related matters.
Lead, Audio Visual Technician
Encore Global
Bethesda, MD
05.2019 - Current
- Trained and coached over 5 team members in techniques necessary to complete job tasks according to company standards
- Performed tasks by using proper tools, materials, methods and safe practices in accordance with best industry practices.
- Interfaced with customers to explain operation and instill confidence in event setup.
- Supported live events with well-controlled lights and audio.
- Adhered to safety protocols while setting projectors, displays, and speakers.
- Controlled video input for live conferences or performances and pre-recorded productions.
- Supporting Customers with technical issues such as internet connection and Mac and windows OS support.
- Facilitate hybrid meetings using video conferencing software such as zoom, google meet, microsoft teams, etc.
Library Student Assistant
Library - Full Sail University
Orlando, FL
12.2017 - 12.2018
- Organized returned books and materials and assisted with shelving.
- Assisted library staff with clerical duties to help lighten workload.
- Assisted staff with completing special projects such as updating computer software and troubleshooting software issues.
- Answered general questions in person, by phone and over email.
- Checked out and checked in items using library computer system.
- Aided patrons with use and access to technology, resources and materials.
- Monitored patrons at library entrances and public areas and enforced library policies to maintain peaceful atmosphere.
- Accessed library catalog to review ownership and circulation status.
- Organized special projects and programs that serviced community needs and improved library's public image.
- Showed patrons where to find library resources and collected equipment, reference pieces and other items.
- Helped over 500 patrons to complete forms for library card issuance.
Animal Caretaker
Sobran Inc
Poolesville, MD
01.2013 - 12.2016
- Minimized animal injury risk by monitoring behaviors and eliminating safety hazards.
- Administered medications to animals in treatment and documented changes in condition.
- Kept cages, kennels, play yards and grooming areas neat and clean.
- Followed specific food and water schedules for different animal species.
- Monitored animals for signs of disease, illness or injury and communicated concerns to owners.
- Monitored animals for behavioral problems and signs of health issues.
- Managed inventory, ordered new supplies and maintained optimal storage to meet expected needs.
- Worked 8 to 10-hour shifts with oversight of over 200 animals in kennels or holding pens.
Education
Bachelor of Arts - Recording Arts
Full Sail University
Winter Park, FL 2016 - 2018
Skills
- Customer Service
- Accurate Documentation
- Testing Devices
- Video Conferencing
- Audio Boards
- Recording Equipment Operation
- Video Equipment
- Computer Hardware Knowledge
- Cable Termination
- Overseeing Events
- Closing Tickets
- Help Desk Support
- Security Certification
Timeline
IT Consultant (Contract)
Self Employed
01.2024 - Current
Lead, Audio Visual Technician
Encore Global
05.2019 - Current
Library Student Assistant
Library - Full Sail University
12.2017 - 12.2018
Bachelor of Arts - Recording Arts
Full Sail University
2016 - 2018
Animal Caretaker
Sobran Inc
01.2013 - 12.2016
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