Open to opportunities

Lendel Gordon

@lendelgordon

Technical Support and Service Desk professional with experience supporting customers across the US and Canadian markets. Skilled in troubleshooting ha

South Africa

Message

What I'm looking for

I’m looking for an entry-level Service Desk Analyst role where I can grow in structured IT support, strengthen troubleshooting and ticket documentation, and deliver clear, customer-focused communication while following SLA standards.

Service Desk and Technical Support professional with experience supporting international users across US, Canadian, and global markets in fast-paced, SLA-driven environments. Background spans first-line IT support, technical troubleshooting, customer service operations, and CRM/ticketing systems including ServiceNow, Zendesk, Salesforce, HubSpot, and Zoho Desk. Experienced in diagnosing and resolving issues across hardware, software, mobile applications, web platforms, and account systems using remote support tools such as TeamViewer, AnyDesk, and LogMeIn.

Proven track record of maintaining high customer satisfaction in structured support environments, including achieving 82%+ CSAT in enterprise-level technical support and improving response efficiency and handle time metrics in previous roles. Strong ability to translate technical issues into clear user guidance while maintaining compliance, documentation accuracy, and escalation standards.

Additional experience includes CRM workflow coordination, operational support systems, and structured communication pipelines in business environments, with exposure to automation tools and workflow optimisation.

Interested in progressing within IT Support, Service Desk, and Technical Support roles, with long-term direction toward systems administration, cloud infrastructure, and cybersecurity.

Experience

Work history, roles, and key accomplishments

Current

Business Operations & CRM Lead

Current

Nocular Data / FlowSync

Jan 2024 - Present (2 years 5 months)

Built workflows for client communication, contact tracking, task coordination, and remote business administration using CRM and productivity tools. Coordinated recruitment and onboarding admin processes, strengthening documentation, scheduling, and follow-through across multiple workstreams.

HubSpot Workflows Google Sheets ClickUp Calendly Slack Recruitment coordination

Technical Support Advisor

Teleperformance - Meta Oculus

May 2023 - May 2024 (1 year)

Managed email and chat-based technical support cases for US customers across Oculus VR setup, account access, device syncing, and product troubleshooting while maintaining SLA discipline. Delivered 82%+ customer satisfaction and helped reduce average response time by 20% through structured case handling and clear escalations.

Zendesk Email Chat Support SLA Management Troubleshooting

Education

Degrees, certifications, and relevant coursework

Bernadino Heights High School

National Senior Certificate, Secondary Education

Completed the National Senior Certificate in 2019 at Bernadino Heights High School.

EF SET

EF SET English Certificate, English Proficiency

Grade: C2 Proficient

Earned an EF SET English Certificate at C2 Proficient level.

LinkedIn Learning

Certificate course, IT Helpdesk Support

Completed the IT Helpdesk Support course via LinkedIn Learning.

LinkedIn Learning

Certificate course, Customer Service

Completed the Customer Service Foundations course via LinkedIn Learning.

CompTIA

FC0-U61 Cert Prep 1, IT Fundamentals

Completed CompTIA IT Fundamentals (FC0-U61) certification prep content covering computer basics, hardware, and operating systems.

Revolution Communications

Intensive Training Programme, Customer Support & Sales Techniques

2024 -

Completed an intensive training programme in advanced support, cold calling, negotiation, objection handling, prioritisation, and de-escalation (Jan–Dec 2024).