Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

Sherman Soileau

Edwardsburg

Summary

Dedicated Support Specialist with extensive experience in delivering exceptional client assistance and resolving complex issues. Committed to team collaboration, adaptable to evolving needs, and focused on achieving results. Proficient in troubleshooting, communication, and conflict resolution, consistently fostering positive client relationships. Recognized for reliability, innovative problem-solving skills, and a customer-centric approach that enhances service delivery.

Overview

20
20
years of professional experience

Work History

GX Support Specialists

Olo
01.2023 - 09.2025
  • Resolved complex technical issues escalated from Tier 1 support, enhancing customer satisfaction.
  • Collaborated with cross-functional teams to improve troubleshooting processes and reduce resolution times.
  • Worked effectively in fast-paced environments.
  • Self-motivated, with a strong sense of personal responsibility.
  • Streamlined communication between developers, designers, and testers through effective use of project management tools like Jira and Trello.
  • Collaborated with UX/UI designers to enhance user experience through iterative feedback cycles.
  • Collaborated with designers to create intuitive user interfaces and enhance user experience.

Tier 2 Support

Olo
03.2022 - 02.2023
  • Resolved complex technical issues escalated from Tier 1 support, driving customer satisfaction and retention.
  • Partnered with cross-functional teams to refine troubleshooting procedures, reducing resolution times and improving service efficiency.
  • Demonstrated adaptability and focus in fast-paced, high-volume support environments.
  • Maintained strong self-motivation and accountability while managing multiple priorities.
  • Optimized communication and workflow between developers, designers, and testers using project management tools such as Jira, Salesforce, and Zendesk.

Technical Support Specialist at Omnivore

Omnivore
01.2018 - 03.2022
  • Resolved complex technical issues escalated from Tier 1 support, driving customer satisfaction and retention.
  • Partnered with cross-functional teams to refine troubleshooting procedures, reducing resolution times and improving service efficiency.
  • Demonstrated adaptability and focus in fast-paced, high-volume support environments.
  • Maintained strong self-motivation and accountability while managing multiple priorities.
  • Optimized communication and workflow between developers, designers, and testers using project management tools such as Jira, Salesforce, and Zendesk.

Manager

Paragon Tempered Glass, LLC
01.2014 - 01.2018
  • Supervised daily operations, ensuring adherence to safety and quality standards.
  • Coordinated training programs for new staff, enhancing skill development and performance.
  • Monitored production schedules, optimizing workflow to meet demand targets.
  • Analyzed operational processes, identifying areas for continuous improvement and cost reduction.
  • Managed inventory control systems, ensuring accurate stock levels and timely replenishment.
  • Supervised day-to-day functions of plant.
  • Developed and enforced standard operating procedures, promoting consistency across all shifts.
  • Led safety meetings and promoted adherence to company policies for a safer working environment for all employees involved in the plant operation activities.
  • Coached employees on company standards and efficiency.

Bartender

Wounded Minnow Saloon
03.2013 - 01.2018
  • Crafted signature cocktails and customized drinks based on customer preferences.
  • Maintained cleanliness and organization of bar area to enhance workflow efficiency.
  • Trained and mentored junior bartenders on cocktail preparation and customer service skills.
  • Developed and implemented drink specials to increase patron engagement and satisfaction.
  • Managed inventory levels, ensuring timely restocking of supplies and minimizing waste.
  • Collaborated with kitchen staff to pair food items with appropriate beverages, enhancing guest experience.
  • Resolved customer complaints swiftly, fostering repeat business through exceptional service recovery strategies.

Field Technician

POS Solutions
02.2006 - 03.2013
  • Installed and configured point-of-sale systems at various client locations.
  • Conducted routine maintenance and troubleshooting of hardware and software issues.
  • Trained clients on system operations, enhancing user competency and satisfaction.
  • Collaborated with team members to streamline service workflows and improve response times.
  • Communicated with supervisor to report progress, discuss issues and seek guidance.
  • Kept detailed records of field measurements and data.
  • Prioritized and managed multiple tasks and projects to meet deadlines and enhance customer satisfaction.
  • Collaborated with other field technicians to resolve complex technical issues.

Education

Bachelor's degree - Information Technology

Kaplan University
01.2021

Skills

  • Effective decision-making
  • Leadership skills enhancement
  • Microsoft Office proficiency
  • Customer engagement
  • Remote support
  • Training and coaching
  • Technical support
  • Technical troubleshooting
  • Incident management
  • Empathy and patience
  • Escalation handling
  • Data collection
  • SLA compliance

Websites

Timeline

GX Support Specialists

Olo
01.2023 - 09.2025

Tier 2 Support

Olo
03.2022 - 02.2023

Technical Support Specialist at Omnivore

Omnivore
01.2018 - 03.2022

Manager

Paragon Tempered Glass, LLC
01.2014 - 01.2018

Bartender

Wounded Minnow Saloon
03.2013 - 01.2018

Field Technician

POS Solutions
02.2006 - 03.2013

Bachelor's degree - Information Technology

Kaplan University

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