Summary
Overview
Work History
Education
Skills
Timeline
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Gabriel Courtman

Atlanta,GA

Summary

A+ certified, highly motivated System Administrator and Technical Support Specialist with 2.5 years of experience in providing technical support and 8 years providing top-tier customer service. Possesses strong technical knowledge and the ability to effectively communicate with customers and colleagues. Committed to delivering efficient, friendly, and helpful support that increases customer satisfaction.

Overview

10
10
years of professional experience

Work History

User Administrator

Primecare Technologies
09.2021 - Current
  • Increased customer satisfaction by providing outstanding, experienced technical support and troubleshooting to quickly resolve issues for internal and external clients
  • Efficiently maintained several clients’ network infrastructures across different applications and software, such as Point Click Care, NetHealth, AD Manager, Citrix, Active Directory, Office 365, KIPU, etc.
  • Helped improve response time for assigning, opening, and closing support tickets in accordance with SLAs
  • Ensured client confidence by expertly troubleshooting access issues within our various client applications
  • Developed and maintained documentation for various provisioning steps within the client's network
  • Onboarded and trained new team members, facilitating cross-departmental communication
  • Provided dedicated customer support via Zoom/Teams, phone, and email channels
  • Performed large-scale auditing of many active/inactive members across applications
  • Single-handedly onboarded whole healthcare clients; upon offboarding, was listed by name by appreciative clients
  • Continuously stayed current with emerging healthcare and other software

Team Lead, Customer Service

Midtown Art Cinema
08.2015 - 09.2021
  • Directed and supervised team of 3-4 employees per shift, maintaining high standard of customer care, and assuring shift ran smoothly as the face of the customer service team
  • Supervised cash register operation and cash reconciliation processes in concessions
  • Coordinated and sold, upsold, and managed food and beverage operations, increasing sales
  • Managed inventory and stock reconciliation
  • Troubleshooting theater equipment and systems as needed
  • Delivered outstanding customer service

Web/SEO Associate

SevenWired
08.2014 - 05.2015
  • Analyzed SEO outreach goals and presented findings to supervisor
  • Collaborated with team to investigate critical SEO-related issues and provided impactful solutions
  • Researched and analyzed competitor website and advertising links to gain insight into new strategies
  • Performed ongoing keyword discovery, expansion and optimization to increase organic search footprint and drive relevant site traffic
  • Tracked, reported and analyzed website analytics to drive strategy and improve user experience
  • Optimized website content and images to improve search engine rankings

Education

A+ Certification -

CompTIA
08.2021

High School Diploma -

Piedmont Academy
Monticello, GA, United States
05.2015

Skills

  • Desktop support
  • Network Administration
  • User Administration
  • Group Policy
  • Active Directory
  • VMware
  • Microsoft Office Suite
  • Mac/Windows OS
  • Troubleshooting
  • Expert customer service

Timeline

User Administrator

Primecare Technologies
09.2021 - Current

Team Lead, Customer Service

Midtown Art Cinema
08.2015 - 09.2021

Web/SEO Associate

SevenWired
08.2014 - 05.2015

A+ Certification -

CompTIA

High School Diploma -

Piedmont Academy

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Gabriel Courtman