Kevan Gordon

Kevan Gordon Brampton, ON L6Y 3V4-- Work Experience Work Experience Technical Support Representative I Live Chat (Apple) Conduent - Kingston, Jamaica July 2018 to July 2021 Assisted customers with any technical issue with their software via live chat Assisted customers with the initial setup and upgrades Informed customers on the functionality of the products and answer basic how to questions Assisted Sales Representatives with any technical questions or issues Managed Support cases and provided resolution in a timely manner Communicated clearly and effectively with users, asking questions and listening actively to responses to develop understanding of technical issues. Trained new staff on how to use equipment as well as providing demonstrations and answering questions. Guided users step-by-step through installations and technical fixes via ]live chat. Supported technical and non-technical users by quickly investigating and resolving hardware and software issues. Technical Support Representative I Phones (Xfinity) Alorica - Jamaica, IA October 2016 to October 2017 Sell goods and services to customers and provide the best customer service to customers Assist customers in setting up and activating their Wireless Gateway Modem Troubleshoot modem and fix modem Check customers account and provide them with reliable information Assist with providing billing information when asked Educate the customer about their use of their account as well as knowledge on how the modem works Office Manager & Internet Cafe Manager Portland Parish Development Committee - Jamaica, IA April 2013 to August 2014 Supervised and train new staff Provide quality customer service Arranged meetings for managers Assisted with developmental projects Managed a computer cafØ, maintained and upgraded computer systems Social Worker Ministry of Labour and Social Security - Jamaica, IA July 2010 to December 2010 Office and Field assessment of PATH and Insurance for the Parish of Portland Interviewed households for assistance and helped in the case of natural or man-made disasters Administrative Assistant General Business Service - Jamaica, IA April 2010 to April 2010 Assisted with payroll and implemented accounting software and upgraded computer systems Education DCS / DEC in Applied Science & Technology Sheridan College - Brampton, ON August 2021 to Present Skills • Operating Systems: Windows 2000/XP/VISTA/Windows 7, 8.1, Mac OS X 0 Applications: Microsoft Words, Microsoft Excel, Microsoft Power Point + Enterprise Email: Microsoft Outlook Basic understanding of TCP/IP, LAN/WAN • y Basic knowledge of HTML and Web design Customer service Technical e troubleshooting Resolve technical problems ar s • Technical Support • Help Desk • Live Chat • Troubleshooting • Operating Systems