Amber Brooks
Rock Island,IL
Summary
Competent IT Specialist well-versed in assisting users with diverse computer system, mobile device and peripheral equipment problems. Familiar with security standards and usability optimization. Effectively operates autonomously to troubleshoot and fix concerns.
Overview
15
15
years of professional experience
Work History
IT Specialist
Stefanini IT Solutions
Davenport, IA
05.2019 - 08.2023
- Configured hardware, devices and software to set up work stations for employees.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks by email or phone.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Take 10-15 calls daily to support users.
- Found solutions to users issues with a Knowledge Base
Customer Care Specialist
Per Mar Security
Davenport, IA
01.2019 - 05.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Defused customer concerns with exceptional conflict and problem resolution skills.
- Used exceptional communication to connect with customers, assess needs and present solutions.
- Verified accuracy of customer account information and updated when necessary.
- Managed over 50 customer calls per day.
IT Specialist
RSM
Davenport, IA
08.2018 - 11.2018
- Configured hardware, devices and software to set up work stations for employees.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Managed 10-15 calls daily.
- Found solutions to users issues with a Knowledge Base
Sales Associate
Victra Verizon Wireless
Bettendorf, IA
10.2017 - 07.2018
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Provided positive first impressions to welcome existing, new and potential customers.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions regarding sizing, accessories and proper care for merchandise.
- Sold Verizon Wireless products and services.
Sales Associate
U.S. Cellular Authorized Agent - Wireless Central, 30th Street, Rock Island, IL, United States
Rock Island, IL
07.2016 - 10.2017
- Engaged with customers in a sincere and friendly manner.
- Wrote sales slips and sales contracts.
- Answered questions regarding the store and its merchandise.
- Demonstrated use and care of merchandise.
- Helped customers with questions, problems and complaints in person and via telephone.
- Organized racks and shelves to maintain the visual appeal of the store.
- Developed positive customer relationships through friendly greetings and excellent service.
- Key Holder opening and closing the store.
- Sold products and services for US Cellular
Service Desk Analyst
QCR Holdings
08.2023 - 04.2025
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
Sales Consultant
Sprint Store
Moline, IL
08.2015 - 06.2016
- Described product to customers and accurately explained details and care of merchandise.
- Earned management trust by serving as key holder, responsibly opening and closing store.
- Wrote sales slips and sales contracts.
- Contacted other store locations to determine merchandise availability.
- Built relationships with customers to increase likelihood of repeat business.
Best Buy Mobile Sales Consultant/Lead
Best Buy
Moline, IL
08.2010 - 07.2014
- Cell phone sales for Sprint, Verizon, and AT&T wireless.
- Provided outstanding customer service.
- Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.
- Recommended merchandise to customers based on their needs and preferences.
- Completed all cleaning, stocking and organizing tasks in assigned sales area.
- Prioritized helping customers over completing other routine tasks in store.
- Trained all incoming sales team members.
- Developed quarterly and annual sales department budgets.
- Supervised sales force of 8-10 sales associates.
Education
High School Diploma - undefined
Rock Island High School
2006
Skills
- Problem-solving skills
- Excellent customer service skills
- Call Center Operations
- Mobility Devices
- Instructing Users
- Friendly and Patient
- Configuring Devices
- Windows Operating System
- Device Installation
- Adobe Creative Cloud
- Remote Technical Support
- User Support and Troubleshooting
- Apple IOS
- Application Support
Timeline
Service Desk Analyst
QCR Holdings
08.2023 - 04.2025
IT Specialist
Stefanini IT Solutions
05.2019 - 08.2023
Customer Care Specialist
Per Mar Security
01.2019 - 05.2019
IT Specialist
RSM
08.2018 - 11.2018
Sales Associate
Victra Verizon Wireless
10.2017 - 07.2018
Sales Associate
U.S. Cellular Authorized Agent - Wireless Central, 30th Street, Rock Island, IL, United States
07.2016 - 10.2017
Sales Consultant
Sprint Store
08.2015 - 06.2016
Best Buy Mobile Sales Consultant/Lead
Best Buy
08.2010 - 07.2014
High School Diploma - undefined
Rock Island High School
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