Gerric Goldman
Spec's
McKinney,Texas
7
years of professional experience
Summary
- Entry-level Business Analyst (BA/BSA) Business Systems Analyst candidate with experience in IT support, business operations, system troubleshooting, data analysis, documentation, and process improvement.
- Experienced identifying workflow issues, analyzing operational data, documenting procedures, supporting system changes, and coordinating with technical teams and end users to resolve business problems.
- Strong problem-solving and analytical skills with hands-on experience improving operational processes and supporting customer-facing technology.
Work History
Assistant Store Manager
5 Months- Train new hires on POS operations and customer service procedures, reducing transaction errors during onboarding.
- Analyze weekly sales by department and adjust merchandise displays to improve product visibility and customer engagement.
- Handle escalated customer concerns and process refunds or exchanges according to company policy.
- Schedule employee shifts and approve time-off requests to maintain appropriate coverage during peak periods.
- Track store activity, employee coverage, and day-to-day operational needs to identify staffing or customer service issues requiring adjustment.
Branch Manager
1 Year 5 Months- Tracked daily store performance metrics and customer traffic, including walk-in and walk-out activity, to monitor business volume and operational performance.
- Monitored employee activity, work history, break times, and schedule adherence to support productivity and appropriate floor coverage.
- Created and adjusted employee schedules based on staffing needs, customer traffic, and operational requirements.
- Used data analysis and visualization to review operational trends and support staffing and performance decisions.
- Applied process mapping to evaluate internal employee workflows and external customer-facing processes and identify opportunities for improvement.
5 Months
- Trained end users on Office 365 features through weekly workshops, helping reduce repeated support requests.
- Documented support procedures and recurring issue resolutions in Confluence to improve knowledge sharing and reduce repeat inquiries.
- Managed and deployed Windows updates and security patches across multiple computers from a centralized environment.
- Performed antivirus scans and malware removal to identify and resolve workstation infections.
- Troubleshot workstation, software, and end-user technical issues and documented resolutions for recurring support needs.
Ticketer (Technical Support)
3 Years 9 Months- Used the SHARES reservation and ticketing system to book and modify passenger airline reservations.
- Scheduled passenger itineraries and connecting flights while reviewing travel options and reservation details.
- Assisted customers with ticketing, reservation changes, flight information, and connecting travel arrangements.
- Troubleshot ticketing and reservation issues and worked through system or booking problems to complete customer transactions.
- Completed six months of formal training in Chicago covering airline ticketing, reservations, systems, and customer support processes.
Field Technician
1 Year 6 Months- Installed and connected residential cable and internet service lines from exterior connection points to customer equipment to establish reliable Wi-Fi and network service.
Education
Bachelor - Fire and Emergency Services Administration
Associate - Business Administration
- Classes in Hospitality & Tourism
Student Athlete (Wonderboys Division II Football)
Skills
Technical Support: IT Support
Office 365
Software Deployment
WSUS (Windows Server Update Services)
Malware Detection & Removal Software
Network Security
Systems & Analysis: POS Systems
Ticketing Systems
Payment Systems
Data Analysis
Data Visualization
Process Mapping
Business & Operations: Customer Service
Employee Training
Staff Scheduling
Sales Analysis
Time Management
Professional: Problem Solving
Critical Thinking
Team Collaboration
Adaptability
Attention to Detail
Timeline
Assistant Store Manager
Spec's
2026.05 - Current
Branch Manager
Best Buy
2023.11 - 2025.04
IT Support Specialist (Geek Squad)
2023.11 - 2024.04
Ticketer (Technical Support)
United Airlines
2020.02 - 2023.11
Field Technician
Spectrum
2020.02 - 2021.08
Louisiana State University and A&M College
Bachelor from Fire and Emergency Services Administration
Louisiana Delta Community College
Associate from Business Administration
Arkansas Tech University
from Classes in Hospitality & Tourism