Open to opportunities

Jordan User

@jordanuser10

IT Support and workforce management professional focused on fast troubleshooting, real-time adherence, and customer satisfaction.

United States

Message

What I'm looking for

I’m looking for an IT Support or workforce-operations role where I can troubleshoot quickly, use Excel and real-time adherence data to improve scheduling, and help customers and teams succeed through clear communication.

I’m an IT Support professional and customer-focused problem solver with a background in Cybersecurity from Old Dominion University. In my roles at Emperon Marketing LLC, I was the first point of contact for users—troubleshooting software and hardware issues via phone, emails, and chats—while managing tickets, documenting steps, and following up until satisfaction.

More recently, I’ve strengthened my operations and analytics experience as a Workforce Management Real Time Adherence Specialist, using tools like Calabrio and Verint to monitor real-time performance, track attendance and adherence, and adjust schedules based on demand. I also bring leadership experience as an Aquatic Staff Lead Specialist at YMCA of South Hampton Roads, overseeing lifeguard scheduling, training, evaluation, and day-to-day aquatic safety and facility readiness.

Experience

Work history, roles, and key accomplishments

Current

Aquatic Staff Lead Specialist

Current

Ymca of South Hampton Roads

Jun 2024 - Present (2 years)

Led aquatic operations by supporting pool safety and cleanliness and helping maintain equipment and lifeguard readiness. Assisted with scheduling, training, and evaluation of aquatic staff while supporting pool programming and daily operations for the aquatic facility.

Aquatic Safety Staff Scheduling Lifeguard Training Training And Evaluating Staff Water Quality Support Equipment Maintenance Customer Service

Workforce Management Specialist

Emperon Marketing LLC

Oct 2022 - Apr 2023 (6 months)

Monitored real-time adherence to scheduled shifts and breaks, tracked attendance and punctuality, and detected deviations such as late arrivals or unapproved absences. Used workforce management tools to compare actual performance to planned schedules and coordinated with HR and team leaders to resolve issues and adjust staffing in real time.

Workforce Management Scheduling Forecasting Data Analysis Microsoft Excel Calabrio

IT Tech Support Rep

Emperon Marketing LLC

Oct 2021 - Oct 2022 (1 year)

Served as the first point of contact for users’ technical issues by phone, email, and chat, troubleshooting software and hardware problems and providing clear step-by-step instructions. Managed tickets when needed and documented resolutions with follow-up to ensure customer satisfaction.

Technical Support Troubleshooting Customer Support Ticketing Documentation Communication Critical Thinking