Leonardo Gordon
Yonkers,NY
Summary
Motivated and versatile IT support and e-commerce professional with hands-on experience in customer service, technical troubleshooting, Shopify platform management, and system administration. Proven ability to handle high call and email volumes, manage small teams, and oversee daily operations across both retail and digital environments. Completed formal IT training through NPower and currently pursuing CompTIA Network+ certification . Adept at learning new systems quickly, solving problems efficiently, and delivering high-quality support in fast-paced settings.
Overview
7
7
years of professional experience
Work History
E-commerce & Operations Coordinator
Groonos Inmate Care Package
09.2021 - Current
- Effectively balance 30+ customer calls daily with hourly email responses (10+ per hour) , maintaining quality service under fast-paced conditions.
- Installed, configured, and maintained software and hardware for office operations, including printers, workstations, and shipping tools.
- Serve as Head of Customer Satisfaction , leading efforts to improve service quality, resolve escalated issues, and ensure a positive client experience across all channels.
- Supervise a small team of two , overseeing daily packaging operations and task delegation.
Floral Associate/E-Commerce Personal Shopper
Wholefoods
02.2019 - 06.2021
- Fulfilled 5–7 online grocery orders per hour with 80+ UPH, demonstrating speed and accuracy
- Delivered excellent customer service while assisting with custom floral arrangements
- Maintained organized displays and ensured product freshness under tight deadlines
System Administrator Intern
Citigroup Inc
01.2018 - 01.2019
- Assisted with server and workstation setup , software installations, and user account management
- Resolved 5–7 support tickets daily , assisting users with technical issues related to hardware, software, and network access
- Shadowed senior system administrators and contributed to day-to-day operations
- Took detailed notes on unfamiliar systems and tools to support independent learning and improve long-term performance
Education
Certification - It Support Professional
Google Coursera
Online01-2025
Certificate of Technical Studies - Information Technology
NPower – IT Fundamentals Program
Manhattan, NY01-2019
High School Diploma -
Gorton High School
Yonkers, NY01-2016
Skills
- Hardware & Software Installation
- Basic Network Troubleshooting
- Shopify E-commerce Platform
- Inventory Management Systems
- Windows OS Setup & Maintenance
- IT Ticketing Systems
- Printer Configuration & Troubleshooting
- Fast Learner & Self-Motivated
- Multitasking in High-Paced Environments
Timeline
E-commerce & Operations Coordinator
Groonos Inmate Care Package
09.2021 - Current
Floral Associate/E-Commerce Personal Shopper
Wholefoods
02.2019 - 06.2021
System Administrator Intern
Citigroup Inc
01.2018 - 01.2019
Certification - It Support Professional
Google Coursera
Certificate of Technical Studies - Information Technology
NPower – IT Fundamentals Program
High School Diploma -
Gorton High School
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