Gorden Mcgregor Email & Phone Number

Raleigh, Nc

∙ As a New Hire Trainer, delivered comprehensive training on the ServiceNow (SNOW) environment to the Service Desk team, ensuring that they were equipped with the knowledge and skills needed to effectively utilize the platform.∙ Introduced new hires to the North Carolina Identity Management (NCID) application, providing them with athorough understanding of its requirements and functionality.∙ KCS SME and Contributor. Working with KCS management to develop best practices and guidelines for steering knowledge development and contribution. Aiding in further description and explanation of KCS tools and processes.∙ ServiceNOW advanced user. Generating and upkeep custom reporting utilized by management on Service Desk for quality performance monitoring, as well as, aiding in explanation of expected behavior of the product.∙ Utilized outstanding communication skills to drive multi-departmental documentation addressing frequent trouble experienced by customers.∙ Continue to champion for changes in ServiceNOW Catalog Items, to utilize the product to its fullest. Driving improvement in productivity/metrics within the Service Desk, reducing misdirect of tickets - thereby improving SLA fulfillment/compliance, and overall improving the customer service experience.

Raleigh, Nc

∙ Unofficial department super-user for implementation of ServiceNow platform on product roll-out.∙ SME for networking and telecommunications systems; POTS, Centrex, PRI circuits, and VoIP technologies.∙ Certified understanding of computer hardware and troubleshooting.∙ Working knowledge of office software and systems.∙ Supported and troubleshot Line of Business applications and systems; NCID, EADS ADM, Avaya Aura Messaging, Akkadian Provisioning Manager (CISCO voice mail), McAfee Endpoint Security.∙ Managed voice queue:- Verified account, account information, and status in TOMS. - Reached out to vendors to report and request updates for user troubles. - Partnered with Escalation Supervisors with vendors to ensure the best quality of service provided to customers in need. - Updated users on updates received.∙ Triage of ServiceNow queue for incoming tickets. Routed to appropriate teams, departments, or agencies with relevant level of urgency notated for expedited SLAs. Followed ITIL framework on scaling impact and urgency to reflect correct priority.

Raleigh, North Carolina, United States

∙ Instructor for the CompTIA A+ 1101 & 1102 course∙ Taught the CompTIA A+ 1001 & 1002 course∙ Class size ranges from 2 - 8 students a session

Cary, Nc

Contract position through KRG Technologies.∙ Managed incident ticket web queue; assigned lowest priority (P4) tickets in round robin fashion and addressed higher priority(P3) tickets as they came in.∙ Identified and began critical incident management process as P3 issues were flagged as either a P2 or P1 instance.∙ Walked users through solution over the phone or through Skype chat, based on availability. Often using remote software to apply needed automated or manual fix.

Raleigh-Durham, North Carolina Area

∙ Assessed client issues through ticket submisison. Researched and analyzed software issues, Yardi or 3rd party originating.∙ Walked client through solution via remote connection, over the phone instruction, detailed documentation, or escalated along appropriate path for timely resolution.

Raleigh-Durham, North Carolina Area

∙ Trained managers, floor leads, and specialized agents on new softwares and technical practices needed to support new affiliates in time sensitive manner.∙ Revolutionized knowledge base deployment, allowing for true template implementation.∙ Responsible for building and implementing additions to common knowledge base in a very time sensitive environment.∙ Managed changes and updates to common knowledge base, viewable by new support agents up to contracted affiliates.∙ Assigned to fix incorrect trouble tickets created by other agents.∙ Assigned to PC Technical Support group to remove virus and malware software via remote connection.∙ Responsible for installing anti-virus software on client computers via remote connection.∙ Utilized by Team Leads and Customer Advocates to engage with and resolve issues for difficult and hostile clients.

Raleigh-Durham, North Carolina Area

∙ Assessment of client issues and appropriate ticket creation/escalation.∙ Setting up client technology and e-mail software via phone and remote connection.∙ Generic to advanced client troubleshooting, including time as Airebeam T2 support.Advising other agents on technical questions.

Raleigh-Durham, North Carolina Area

∙ MC/DJ events ranging from school proms to birthday parties, to corporate events and weddings. ∙ Coordinate with brides and wedding planners, develop detailed timelines, event planning, and event execution. ∙ Collect account balances. ∙ Provide end to end customer facing service. And educate the consumer base on services we offer at a very competitive price point.∙ Coordinates with Raleigh Operations Manager regarding new hire training, equipment purchases, equipment schedules, and office duties as needed. (Operations Assistant position ended January 2014)

Chapel Hill, Nc

Rebranding a product line, for an initial launch. Developing sell sheets.

∙ Managed staff of 17 for successful facility grand-opening. ∙ Maintained excellent customer relations, and pool operations providing a safe and fun environment for families.

• Secured a $500,000 contract with McConnell Golf Property LLC. • Managed and maintained two private pools and cabana. • Provided excellent customer service.

• Promote a safe and clean environment for patrons to frequent.• Teach swimmers of all ages and abilities. Skills of swimmers ranged from basic stroke development and fundamentals of water safety to advanced stroke development and basic water rescues.• Teach children with learning and social impairments the basics of water safety and basic stroke mechanics.

• Manage guard roster and maintain current status for course programs run in the Onishi-Davenport Natatorium.• Instruct and certify guards, cadets, coaches, and teachers in American Red-Cross life saving courses.• Aid Head Coach Simonov with the training and managing of the Hargrave Varsity and USA Club Swim Teams.•Developed progressive multi-phase water aerobics program for women.

Washington D.C. Metro Area

•Coordinated, organized, and allocated resources for candidate public appearances. All candidates engaged in hotly contested partisan races requiring organization and flexibility in scheduling “Q & A” forums. Notably, prominent figures as Senator Jon Kyl of Arizona, Governor Perdue of Georgia, and Representative Brown-Waite from Florida. This resulted in a 25-50% increase in candidate appearance.•Created and reviewed against corporate guidelines an intranet site for regional information profiling elected and appointed officials, and resources for supervisors in teaching associates the political processes.•Crafted national marketing concept employing recognizable media figures and their subsequent savings on car insurance using corporate product. Introduced in September, 2007.

•Program planner and coordinator for US Dept. of Justice Leadership Development Program participants.•Wrote documents detailing milestones and deliverables for the leadership program. •Created training materials for program participants and foreign magistrates. In particular, materials were produced and deployed in a very politically sensitive region.•Prepared program summaries for Dept. of Justice upper echelon. Incorporated multi-media elements to enhance training effectiveness.

Ba, Communications, Legal Institutions, Economics, Government

Activities and Societies: Member of the Men’s Varsity Swim Team August 2003 – November 2005. Men’s Varsity Swim Team representative.

Diploma

Activities and Societies: NHS, Physics Club, Drama Club, Varsity Swimming, Varsity Cross-Country