Customer Support Operations Specialist

MICHAEL YOUNG

Phone: 757-***-**** Email: ************@*****.***

Address: **** ******** ***** *, *******, VA

Summary

Sensible Operations Specialist with a passion for business management, operations, and sales. Driven, ambitious and dedicated to managing the flow of the workplace and optimizing day-to-day activities. Over 8 years of strong experience in the multiple industries.

Work Experience

MECHANIC -91J QUARTERMASTER EQUIPMENT TECHNICIAN- Schofield Barracks, HI-MARCH 2014-JULY 2017

Read and followed schematics in order to service internal combustion engine ignition, fuel, cooling, electrical systems.

Troubleshoot issues with electrical systems to include air conditioning, heating, generators, water pumps and light wheel vehicles.

Lead and manage teams to perform damage assessments and repairs on different systems.

Used jacks; various vehicles and forklifts to move water purification systems, heaters, air-conditioning units, and generators.

MANAGEMENT –25B IMO INFORMATION MANAGEMENT OFFICER-CAMP ARIFJAN, KU-SEPTEMBER 2018-NOVEMBER 2019

Monitored and tracked project performance data with excel spreadsheets to generate reports and keep management informed of important trends.

Strengthened documentation traceability, developing organizational systems for contracts, records, reports and agendas.

Guided administrative and professional staff through computer and software problems.

Trained 50 employees to create network accounts and submit trouble tickets through Remedy.

Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.

Managed Secret Level Networks

Addressed internal and customer-related issues each day and affected strategic resolutions.

Cross-trained in every office role to maximize operational knowledge.

SENIOR ADVISOR-FORT DRUM, NY-November 2019-MARCH 2021

Assisted with development of best-in-class solutions for internal and external customers.

Completed various reports and analyzed each report to decide where improvements could be made.

Identified operational and performance issues and worked with managers to resolve concerns.

Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.

Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.

Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.

Set up VTC and VOIP for Unclassified and Secret Networks.

Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.

Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.

Reviewed support cases for technical and troubleshooting accuracy and identified needed improvements in processes.

Education

COMPUTER SCIENCE- CENTRAL TEXAS COLLEGE- KILEEN, TX -76540-1800

●INFORMATION TECHNOLOGY

●Security + Expiration date 5/22/25

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