Information Technology Customer Service

J. Andrew Brooks

478-***-**** ***********@*****.***

OBJECTIVE: To leverage my recent Security+ Certification and overall IT experience, along with over five years of Customer Service/Logistics background into a challenging and rewarding Information Technology/Cybersecurity career.

EDUCATION:

CompTIA Security+ Prep Certification, June 2017 Central Georgia Technical College, Warner Robins, GA

CompTIA A+ Certification, January 2017 Central Georgia Technical College, Warner Robins, GA

Lean Six Sigma Supply Chain Management – (Yellow Belt Certified) – December 2016 HAECO Americas

System Acquisition Management 101 May 2014 – Defense Acquisition University

Successful Negotiation December 2014 – Online Course.

Bachelor of Science in Business & Information Technology, December 2011

Macon State College, Macon, GA

CERTIFICATIONS:

Security+ Certification – expires 8/25/2020

INFORMATION TECHNOLOGY EXPERIENCE

-Disassemble, upgrade, and configure various Windows PCs to include software upgrades and configurations. Experience in working with, troubleshooting and configuring Apple Macs as well.

-Troubleshooting of Router and Modem issues to ensure proper connectivity.

-Experience in troubleshooting printer issues relating to connections, drivers and formatting issues.

-Strong customer support skills to meet and exceed customer’s expectations.

WORK HISTORY:

2016 – 2017

Material Specialist – HAECO Americas

Collaborated with the project management team and customers to ensure that the most efficient repair and support options have been considered.

Determined and recommended which products or services best fit customer needs.

Analyzed stock control levels to avoid overstocking while reducing customer wait times and overall project cost.

Exercise independent judgement on a daily basis to ensure best solutions.

Followed guidelines to perform job duties.

2013 - 2016

Procurement Specialist II – Salish & Kootenai Logistics Services (SKLS) LLC

Developed and maintained supplier relationships that resulted in SKLS achieving “distributor” status that improved the company’s bidding position.

Provided leadership and guidance to logistics team members consistently improving the service provided at a lower cost to our customers.

Documented, tracked and monitored problems to ensure timely resolution.

Led a team that completed all required logistics data inputs error free and ahead of schedule for more than two years.

Provided data in support of the corporate ISO 9001-2008 Quality Management System that resulted in zero inspection faults over three years.

Using an in-depth knowledge of International Traffic in Arms Regulations (ITAR), prepared appropriate documentation and ordered controlled commodities in support of many programs. Seen as the “go to” guy for ITAR issues and offered assistance to other employees to expand their skill sets.

Elevated issues that could not be resolved to appropriate Program Manager.

Provided support to end users on a variety of issues.

2012 – 2013

Logistic Specialist/Buyer - Salish & Kootenai Aerospace (SKA)

Parts and Repair Ordering System (PROS) IV Program

Determine and recommend which products or services best fit customer needs.

Ensured equipment is properly installed, problems are properly identified, and solutions implemented to satisfy user requirements.

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