Open to opportunities

Floyd Morgan

@floydmorgan

Technical support specialist using Python/JavaScript automation and AI chatbots to improve customer productivity and efficiency.

United States

Message

What I'm looking for

I’m looking for a role that’s both challenging and rewarding, where I can use automation scripting and AI-powered tools to improve productivity, troubleshoot issues to root cause, and support customers effectively.

I’m an experienced technical and customer support specialist who oversees day-to-day support operations and works closely with management and VP leadership. I focus on advanced troubleshooting, escalations, and reliable customer support via email, phone, and chat.

I write and maintain scripts that automatically pull data from various Zendesk API endpoints using Python and JavaScript. I also assist with AI chat bot training and implementation, and I document and submit issues to the dev team using Jira.

My background also includes operations leadership in shipping and logistics, where I handled reporting, staging, and process reliability. I’ve built solid technical grounding through a Computer Science associate degree, a Google IT Support Professional certificate, and hands-on support tools like ServiceNow, Linux, and Windows Server.

Experience

Work history, roles, and key accomplishments

Current

Tier 2 Technical Support

Current

Workwell Technologies

Feb 2021 - Present (5 years 5 months)

Oversee daily operations of the customer support department and attend daily leadership meetings. Write and maintain scripts using Zendesk API endpoints (Python/JavaScript), assist with AI chatbot training, and support advanced troubleshooting and escalations using Jira for bug reporting.

Customer Support Technical Troubleshooting Escalations Zendesk Python JavaScript AI Training Jira Scripting Bug Reporting Email Support Phone Support Live Chat

Operations Lead Equipment

Converse

Jan 2017 - Feb 2021 (4 years 1 month)

Oversee daily operations of the shipping department, including ensuring adequate headcount and running daily/hourly shipping progress reports. Support trailer loading as needed, and stage loads on the shipping dock for the next day's shipments.

Shipping Operations Supply Chain & Logistics Operational Reporting Trailer Loading Warehouse operations

Order Picker/Customer Support

Mike Hudson Distribution

Oct 2015 - Dec 2016 (1 year 2 months)

Place customer orders in an online order system and provide order status updates via email/phone. Pick, pack, and ship orders, and update inventory in a proprietary inventory tracking system.

Pick Shipping Inventory Management

Forklift Operator

McLane Company

Jun 2015 - Nov 2015 (5 months)

Receive inbound products, log received items into an inventory tracking system, and tag products for put away. Put products away using a stand-up reach lift and perform daily audits to help ensure the oldest product ships first.

Stand Up Reach Forklift Tagging