Ian Gibbons
Titusville
Summary
Detail-oriented Operations & Customer Support Specialist experienced in managing complex client inquiries and high-volume data workflows in fast-paced enterprise environments. Achieved 100% regulatory compliance and order accuracy through effective triage of non-routine issues and cross-functional collaboration with technical and sales teams. Resourceful Production Specialist recognized for optimizing workflows and maintaining equipment, consistently meeting tight production deadlines through strong problem-solving and time management skills.
Overview
1
1
Certification
6
6
years of professional experience
Work History
Learning Production Specialist
Ernst & Young (EY)
Hoboken
08.2021 - 11.2025
- Delivered high-touch customer and technical support for large-scale operations, managing end-to-end user experience and inquiry resolution for sessions scaling up to 20,000 participants.
- Resolved non-routine platform access issues, managed software license allocations, and addressed account exceptions to ensure seamless user onboarding.
- Coordinated program timelines, addressed fulfillment issues, and aligned key deliverables with curriculum leads, technical hosts, and external stakeholders.
- Audited documentation of participant data and completion metrics to ensure regulatory compliance and validate systems.
Executive Assistant to the CFO
Happy Mushroom
Syracuse
02.2021 - 07.2021
- Provided operational and administrative support by managing high-profile client inquiries, communications, and meeting agendas with discretion to enhance executive efficiency.
- Streamlined administrative workflows and expense tracking systems, ensuring accuracy in sensitive financial transactions to maintain financial integrity.
- Managed executive leadership calendars, resolving complex scheduling conflicts and exception requests to maintain operational continuity.
Client Servicing Specialist (Contract)
Ernst & Young (EY)
Remote
12.2020 - 02.2021
- Managed inbound customer and public inquiries via phone and digital channels for a major public health rollout, delivering timely, accurate, and empathetic issue resolution.
- Triaged complex, non-routine requests to specialized teams based on strict eligibility criteria and localized constraints, ensuring timely responses and appropriate resolutions.
- Maintained real-time records of interactions, inquiries, and escalations in core database systems, supporting efficient tracking and follow-up.
Operations Support Specialist (Temporary)
Robert Half International
Lawrenceville
09.2019 - 09.2020
- Enhanced financial and operational tracking accuracy by 15% for Violea Energy through detailed documentation and efficient ledger management.
- Coordinated daily campus mailroom logistics for 1,500+ students and faculty members, ensuring accurate order processing, package handling, and fulfillment.
- Managed daily operations and supported team with administrative tasks.
- Coordinated communication between departments to ensure smooth workflows.
- Assisted in developing training materials for new staff onboarding processes.
Education
Bachelor of Arts - English Language and Literature
Syracuse University
Syracuse, NYSkills
- Learning Management Systems
- Curriculum Development
- Learning Facilitation
- Training Delivery
- Talent Development
- Program Coordination
- Cross-functional teamwork
- Workflow Improvement
- Workflow optimization
- Platform troubleshooting
- Document management
- Enterprise Systems
- Zoom
- Microsoft Teams
- Advanced Office skills
- Problem solving
- Inquiry resolution
- Exception Management
- Customer Support
- Relationship management
- Attention to detail
- Teamwork
- Communication skills
Certification
- Introduction to Artificial Intelligence (IBM)
- EY My Purpose (Bronze)
- EY Better Me Curiosity (Bronze)
Timeline
Learning Production Specialist
Ernst & Young (EY)
08.2021 - 11.2025
Executive Assistant to the CFO
Happy Mushroom
02.2021 - 07.2021
Client Servicing Specialist (Contract)
Ernst & Young (EY)
12.2020 - 02.2021
Operations Support Specialist (Temporary)
Robert Half International
09.2019 - 09.2020
Bachelor of Arts - English Language and Literature
Syracuse University