Vanessa Gordon- Abreu

Experience

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  Amazon

  Jun 2014 - Aug 2017

  Production Supervisor

  ● Promoted from temporary associate to Supervisor within a year ● Oversaw 50+ associates during off-peak season and tracked production rates to ensure productivity goals were met 90% of the time● Selected to open a new department; Created new standard procedures and safety precautions which were implemented across building shifts and used to train all associates hired for the specific department

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  Telesis

  Aug 2020 - Nov 2020

  Jr Hardware Technician

  ● Created shelving for imaging devices, prepped wires, and ran cables to prepare imaging for over 300+ devices for shipment ● Communicated with client via Microsoft Teams to discuss necessary applications and software needed for deployment ● Built, installed, maintained, analyzed, troubleshot, and repaired computer systems and related hardware

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  Merit America

  Sept 2020 - now

  ● Provide technical support and guidance for the Google IT Support Certificate via Slack and HALP ticketing application, managing 100-500 students per quarter● Lead weekly live sessions via Zoom and maintain detailed documentation on student support needs● Review training material, identify learning objectives, and assist with modifications to technical curriculum to best align with targeted learner outcomes● Implement changes in learner LMS to improve user experience● Identify themes and areas for support based on learner questions, interactions in meetings, 1:1’s and throughout slack chats● Audited the 2021 IT Support track and updated internal curriculum plan that was used org-wide and for presentations with external partnerships Show less

  • Coordinator, Technical Learning Support

    Apr 2023 - now

  • Technical Support Advisor

    Sept 2020 - Apr 2023
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  CACI International Inc

  Nov 2020 - Apr 2023

  Tier 2 Deskside Support Technician

  ● Lead Technician in Team Lead’s absence to cover a technical support team of Deskside IT Computer Technicians, responsible for meeting the technology support needs of 18,000+ FDA client base ● Function as lead technician, supplying technicians with technical advice, assistance, or solutions regarding the servicing of Dell laptops including but not limited to software, hardware, or application support ● Ticket Management - Create, retrieve, assign, forward, edit, and close service tickets using the Service Now Ticketing System. ● Provide technical advice and assistance with solutions and application support for all desktop and laptop systems, including hardware, software, and tools, including servicing Dell Laptops, Desktops, Networking, Apple, Android, Konica & Canon Printers, and Cisco VPN issues ● Create and submit daily Onsite Report to Upper Management in Lead’s absence● Provide real-time support to users utilizing ServiceNow resolving 25+ Tier 2 tickets weekly while adhering to SLA 98% of the time● Resolve users’ technical issues in person, remotely, or via email, telephone, or video conferencing utilizing Microsoft Teams or Zoom and maintain active documentation within ServiceNow● Supply and set up IT equipment to end-users and prepare shipment depending on business need● Conduct hardware set-up, software installation, file restoration, reimages, and configuration of devices Show less