SHINEEL GORDON
Portmore
Summary
Dynamic and organized individual eager to contribute to the productivity and development of a reputable organization. Seeking opportunities to gain valuable experience, personal growth, and enhance professionalism within a collaborative work environment. Passionate about making a positive impact and achieving success in a challenging role that aligns with skills and aspirations.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Helpdesk Agent
The Wound Pros
07.2024 - Current
- Provided remote assistance to users navigating company applications and online portals, ensuring a smooth and user-friendly experience.
- Utilized professional communication skills to resolve basic technical issues via phone, email, and chat, supporting users across the United States.
- Handled high volumes of inbound and outbound calls, delivering prompt and courteous support with a strong customer-first mindset.
- Created and managed detailed support tickets using an advanced ticketing system to track every customer interaction and resolution.
- Diagnosed and resolved a wide range of hardware, software, and network issues; escalated complex or unresolved cases to appropriate support tiers.
- Maintained thorough documentation of all technical issues, steps taken, and solutions provided to enhance transparency and future troubleshooting.
- Collaborated with team members to refine support processes and contribute to the development of internal knowledge base articles.
- Developed instructional materials and presentations for team training and customer education purposes.
- Consistently upheld a high standard of professionalism, empathy, and technical proficiency in a fast-paced remote environment.
- Stayed current with evolving technologies, tools, and industry best practices to continuously improve service delivery.
Technical Consultant Agent
Sutherland Global and Cox Communications
05.2022 - 06.2024
- Assist Customers by troubleshooting, guiding and providing them the steps to resolve their Internet, Telephone and Television issues.
- Resolve billing issues and guiding Customers in paying their monthly service bill online.
- Selling Customers upgraded versions of Internet and Data, Telephone and Television Plans that Cox has to offer.
- Escalate ongoing and unresolved issues for Customers.
Administrative Assistant
LTN Express Couriers
12.2019 - 04.2022
- Oversee both air and sea shipments, notifying the company of all current and future delays.
- Prepare IMS4 documents for detained packages for customers and COPA packages for company clients.
- Communicate with COPA Airlines’ management team and international vendors regarding company client packages and local customers on their detained packages.
- Maintain and monitor the usage of Company’s Petty Cash.
Education
Bachelor of Science - Hotel & Tourism Management
The University of The West Indies- Mona Campus
Kingston, Jamaica01.2021
High School Diploma -
The St. Andrew High School For Girls
Kingston, Jamaica01.2016
Skills
- Ticketing systems (eg, Zendesk)
- Remote desktop support (eg, TeamViewer, Azure)
- Troubleshooting hardware/software/network issues
- Basic networking knowledge (IP, DNS, VPN, routers)
- Operating systems (Windows, macOS, Linux basics)
- Application support and configuration
- Password resets and access management
- Knowledge base creation and documentation
- Microsoft Office Suite and Google Workspace (Office suite tools)
- Analytical thinking and problem-solving
- Patience, empathy, and emotional intelligence
- Clear, professional verbal and written communication
- Multitasking, prioritization, and time management
- Active listening and rapport building
- Attention to detail
- Conflict resolution and de-escalation
- Email, phone, and live chat support (multichannel customer engagement)
- Strong product or service knowledge
- Typing speed and accuracy
- Data entry, documentation, and database management
- Customer-first mindset
- Adaptability and initiative
- Team collaboration and interpersonal communication
- Ability to handle high call volumes
- Lead generation, qualification, cold calling, and outbound prospecting
- Relationship building, negotiation, persuasion, and sales closing techniques
- Product demos and presentations
- Market research and competitive analysis
- Pipeline management, sales reporting, and forecasting
- Resilience, persistence, confidence, and charisma
- Objection handling and self-motivation
- Calendar and schedule management
- Document preparation and editing
- Filing and record-keeping (physical and digital)
- Meeting coordination and note-taking
- Travel planning and logistics
- Expense tracking and reporting
- Discretion, confidentiality, and dependability
- Goal-oriented mindset
Accomplishments
- Resolved 90%+ of Tier 3 support issues independently, cutting resolution time by 30%.
- Provided remote multi-platform support, ensuring seamless user access to tools.
- Managed detailed support tickets in Zendesk, ensuring accurate documentation.
- Created knowledge base articles, boosting self-service and reducing repetitive inquiries by 25%.
- Coordinated schedules and meetings for department heads, saving 10+ hours weekly.
- Handled high call/email volumes, achieving a 95%+ customer satisfaction rating.
- Streamlined employee onboarding, cutting setup time by 40%.
- Maintained accurate digital records and internal systems for smooth operations.
- Identified recurring issues and worked with teams to reduce ticket volume.
- Protected sensitive data with strict confidentiality and compliance.
Certification
Bachelors of Science (BSc) in Tourism Management (Hons.)
References
Kevin, Tai, Assistant Registrar The University of the West Indies.
Cheron Lawson, Administrative Assistant The University of the West Indies
Timeline
Helpdesk Agent
The Wound Pros
07.2024 - Current
Technical Consultant Agent
Sutherland Global and Cox Communications
05.2022 - 06.2024
Administrative Assistant
LTN Express Couriers
12.2019 - 04.2022
Bachelor of Science - Hotel & Tourism Management
The University of The West Indies- Mona Campus
High School Diploma -
The St. Andrew High School For Girls
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