Alan Gobre

IT Support professional with hands-on technical and customer support experience in fast-paced environments. Skilled in providing front-line assistance, troubleshooting hardware, software, account, and equipment issues, and communicating clearly with end users by phone, email, and in person. Experienced with Windows 10/11, Microsoft 365, Microsoft Azure, Microsoft Entra ID, user account management, networking, IAM, MFA, and ticketing systems.

Strong problem-solving, active listening, multitasking, and customer service skills with the ability to work independently and escalate issues when additional support is needed.

Customer Support & Front Service Associate - Publix Supermarket

(2023-11 - 2026-05)

• Served as a first point of contact for customers by phone and in person, providing professional support in a fast-paced environment.
• Listened to customer concerns, identified problems, and provided clear solutions while maintaining a positive customer experience.
• Used computer systems and company applications to process requests, look up customer information, and assist with customer needs.
• Troubleshot basic system and equipment issues and worked with the appropriate team when additional support was required.
• Managed multiple customer requests while prioritizing urgent needs and maintaining accuracy under pressure.
• Communicated clearly and professionally with customers, including during difficult or high-pressure situations.
• Followed company procedures and collaborated with team members to provide consistent customer service.

Customer Support & Technical Assistance Representative - Best Group Tax Services LLC

(2024-01 - 2026-05)

• Provided front-line customer support through phone, email, and in-person interactions in a fast-paced environment.
• Assisted customers with account questions and problems while providing clear, professional communication.
• Used computer systems to enter, update, organize, and verify customer information accurately.
• Troubleshot basic account and technical issues, identified problems, and escalated issues when additional support was needed.
• Gathered information from customers to understand problems and determine appropriate next steps.
• Managed multiple customer requests while maintaining accuracy, professionalism, and a customer-first approach.
• Communicated next steps and updates to customers throughout the support process.

Bachelor of Science - Cybersecurity - Western Governors University (WGU) (2027)