DEXTER GORDON
Brooklyn,NY
Summary
Cybersecurity and GRC professional with expertise in customer support, compliance, and operational process enhancement. Proven track record in platform governance, verification process design, and risk mitigation. Skilled in cross-functional collaboration and application of security principles to develop scalable systems. Currently enhancing knowledge in cybersecurity frameworks and vendor risk assessments through practical internship experience.
Overview
10
10
years of professional experience
Work History
Support Specialist
UpTogether
New York, USA
03.2022 - Current
- Designed and implemented verification forms for fund disbursement, improving speed and consistency in compliance checks.
- Co-led the development of an Accountability Ladder framework to support community standards on the platform.
- Provided multi-channel support (phone, email, chat) to thousands of members, resolving technical and account-related issues with empathy and precision.
- Collaborated cross-functionally with fund delivery and support teams to ensure accurate eligibility processing.
- Assisted in the development of user training materials and FAQ documents.
- Collaborated with internal teams to resolve escalated customer queries quickly.
- Documented customer inquiries and resolutions in a ticketing system.
Community Associate
NYC Department of Housing Preservation and Development
New York, USA
01.2015 - 03.2022
- Accurately entered thousands of property registration forms into HPD's database.
- Fielded inquiries from property owners and management companies efficiently.
- Executed workshop trainings for incoming staff on protocols and procedures.
- Responded to inquiries via phone, mail, and online conferences daily.
Education
INFORMATION TECHNOLOGY -
KEAN UNIVERSITY
05.2011
Skills
- Google Suite applications
- Data analysis
- Project management
- Social media strategy
- Customer service excellence
- Microsoft Office suite
- Video conferencing tools
- Graphic design software
- Security frameworks and standards
- Risk management concepts
- Interpersonal communication skills
Websites
Timeline
Support Specialist
UpTogether
03.2022 - Current
Community Associate
NYC Department of Housing Preservation and Development
01.2015 - 03.2022
INFORMATION TECHNOLOGY -
KEAN UNIVERSITY
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