Eric Jorgensen

Motivated team leader with demonstrated success in providing exceptional support. Proven ability to deliver seamless professional support in critical situations while being able to quickly and effectively solve customer challenges.

Client Technical Specialist

Thomson Reuters/InternetBrands (2016-04 – 2026-04)

Managed DNS infrastructure, email systems, and led team migration projects with focus on security and scalability

• Engineered and secured DNS infrastructure by implementing SPF, DKIM, and DMARC protocols to protect against spoofing, phishing, and domain abuse
• Managed DNS architecture and record configurations (A, CNAME, MX, TXT) across platforms including GoDaddy, Cloudflare, AWS Route 53, and Microsoft 365
• Performed deep analysis of DNS and email routing to identify, troubleshoot, and resolve misconfigurations impacting availability and deliverability
• Led a team of 15 in migrating client environments to a more secure and scalable web platform, improving network reliability and security posture
• Configured and maintained SSL/TLS certificates to support encrypted communications across web and mail systems
• Implemented multi-factor authentication (MFA) solutions to strengthen access control across networked systems and services
• Diagnosed and resolved complex DNS resolution issues, propagation delays, and cross-platform integration challenges
• Contributed to incident response efforts involving DNS exploits, domain hijacking attempts, and service disruptions
• Leveraged proprietary and SaaS-based infrastructure tools to manage and optimize large-scale domain and DNS environments

Customer Service Representative

Towers Watson (2013-10 – 2016-04)

Supported customer inquiries regarding healthcare policy activation and pension distribution

• Supported inbound inquiries from customers regarding new healthcare policy activation and pension distribution
• Asked open-ended questions to discover the best option available to customers to fit their needs
• Demonstrated high levels of customer support to provide peace of mind to concerned customers

Customer Service Representative at Fairview Health Services (2012-03 – 2012-09)

Managed incoming calls from patients to schedule appointments and provide assistance

• Managed incoming calls from present and potential patients to schedule appointments and/or help them with other issues
• Screened calls for nurses in order to direct the customer in an efficient and timely manner

BA in Psychology – University Of Minnesota (2011)