Gavin Horrmann Email & Phone Number

Glen Allen, Virginia, United States

Richmond, Virginia, United States

Hired as Technical Support Technician – (Feb 2021)• Improved support response times by 20% to support business continuity via ticketing systems such as Jira and Zendesk.• Worked closely with development and product teams on critical items to enhance client user experience via accessibility enhancements and client workflow enhancements.• Lead database work using both Studio3T and MongoDB Compass for all of our 56 customers’ SaaS based issues.• Established strong support relationships while improving client moral and product use by 30% with companies such as Microsoft, T-Mobile, and FordDirect • Recognized as a strong leader and was selected to train new hires on the company's support process in January 2022.Promoted from Support Technician to head of Support department – (Aug 2022)• Developed and deployed a new streamlined support experience via Jira Service Desk which led to a 15% increase in client interaction with product knowledge base.• Compiled and documented the company’s entire support library of online support documents across both Google G-Suite applications and Jira Service desk for internal and customer use, cutting unnecessary documentation down by 25%.• Provided upper management and CEO with metrics regarding 10% rise in client satisfaction.• Improved method to track product performance and analyze the trends of client use in different sections of product.• Successfully performed all tasks remotely from home office.

Systems Support Specialist | Food Handler Solutions LLC | Full-time 01/2018 - 01/2021 • Created and managed a library of all 15 online support documents across both Microsoft Office and Google G-Suite applications. • Monitored and responded to all customer inquiries and concerns both by phone and online using Intercom messenger. • Created 50+ online courses, quizzes, and certification exams provided on the LMS for the Food Handler Solutions and School Food Handler websites. • Escalated any front or back-end website issues that could inhibit customer experience. • Composed and sent email messages to promote renewal of over 150 current client subscriptions and composed sales emails for prospective clients. • Assisted in organizing and facilitating exhibition booths at national conventions. • Primarily performed all technical tasks remotely from home office.

Deer Park, Ny

• Responsible for organizing backroom stock and inventory. • Worked with store managers to organize displays, streamline training process, and meet sales targets. • Recognized for a 15% increase in profit during the third quarter of 2017.

Brentwood, Ny

• Operated commercial printing and copy machines for district print jobs.• Managed all printing inventory management - paper, ink, records, etc.• Responsible for print office organization.• Delivered printing materials throughout district office.

Bachelor Of Arts - Ba, Astronomy, 3 Gpa

Studied Astronomy and heavy amounts of physics while participating in some research about Star Clusters. Astronomy courses included.

3.5 Gpa

Studied courses that would transfer into Boston University's Astronomy and physics program. These courses included: - Calculus II and III.