Summary
Overview
Work History
Education
Skills
Timeline
Generic

AMBER MCBROOM

Killeen,TX

Summary

Aspiring Information Technology Specialist and Army Veteran with 5 years of academic experience in IT Operations and Systems Security and 9 years in Customer Service. Adept at leading teams of 4 in a dynamic, fast-paced environment. Possess a comprehensive background in IT Help-desk customer service, Troubleshooting, Computer Technology, Software and Hardware testing. Career supported by the pursuit of a Bachelor’s of Science in Cybersecurity .

Overview

9
9
years of professional experience

Work History

Web Designer

Wix
Austin, TX
01.2022 - Current
  • Enhanced functionality and appearance of website and repaired functionality issues.
  • Designed user interface to meet client specifications and content management system.
  • Promoted brand identity by assisting with designing company logos and delivering attractive, user-friendly and unique website.
  • Tracked and reported problems with site designs, providing remedial suggestions or referring issues to appropriate developer team.

IT Help Desk

MCSG Technologies
Fort Carson, CO
12.2020 - 12.2021
  • Assisted Servicemen and women via telephone and chat with step-by-step troubleshooting
  • Maintain communication with end user through troubleshooting process
  • Performed hourly systems checks to make sure our customers were receiving data
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.

Military Pay Technician

Fort Carson
Colorado Springs, CO
06.2020 - 12.2020
  • Established, maintained, and reviewed military service members (Active) pay accounts for accuracy in entitlements and deductions
  • Exercised precision in entering personnel actions, reviewing pay authorization documents, determining entitlements, and processing pay and leave computation that affected the disbursement of pay
  • Aided customers regarding military payroll services
  • Reviewed completed or rejected military pay transactions taking corrective action when necessary, and compiling information regarding the causes of incorrect pay entitlements
  • Performed problem solving and corrected payroll records based on a standardized set of pay rules, regulations, laws, procedures, and operations that govern each pay entitlement
  • Utilized formulae to compute and process non- standard payroll actions; computed complex military pay allowances such as a special and incentive pay

Help Desk

Tek Experts
Colorado Springs, CO
04.2020 - 06.2020
  • Tier 1-2 |Microsoft
  • Escalated incidents to a higher tier for resolution
  • Obtained knowledge- based skills to handle more complex issues
  • Responded to customer within a 10 to 15-minute window of receiving the trouble ticket
  • Communicated technical information, both verbal and written to a wide range of end users

Petroleum Supply Specialist

United States Army
03.2014 - 04.2020
  • Led a team of 2-4 fuelers, supervised daily work, inspected, and managed equipment; inspected pipelines, tightened connections, and lubricated valves
  • Oversaw receiving, shipping and storage of diesel fuel; documented all fuel movements in the computer systems
  • Regulated variables such as temperature and pressure to maintain optimal flow.
  • Utilized and calibrated gauges to maintain accuracy of assessments; synchronized activities across pump houses to achieve continuous product flow and minimize


Customer Service Representative

GC Services
Copperas Cove, TX
06.2013 - 11.2013
  • Consulted with customers to determine best methods to resolve service and billing issues
  • Informed customers about billing procedures, processed payments and provided payment option assistance
  • Evaluated customers account information to assess current issues and determine potential solutions
  • Collected customer’s feedback and recommended procedural or product changes to enhance future service delivery

Education

Bachelor of Science - CyberSecurity

Southern New Hampshire University
Hooksett, NH
03.2024

Skills

  • Collaborative Team Player
  • Help Desk Support
  • Microsoft Office 365, SharePoint,
  • Google Docs
  • PeopleSoft, CRM
  • Operating Systems:
  • Linux, Mac, Windows Server 2019
  • Windows XP, 7 & 8
  • Issue and Resolution Tracking
  • LAN, WAN, VPN, Wireless,
  • Switches, Routers, Wi-Fi
  • Change Management, Imaging, OSI
  • Support Ticket System Management

Timeline

Web Designer

Wix
01.2022 - Current

IT Help Desk

MCSG Technologies
12.2020 - 12.2021

Military Pay Technician

Fort Carson
06.2020 - 12.2020

Help Desk

Tek Experts
04.2020 - 06.2020

Petroleum Supply Specialist

United States Army
03.2014 - 04.2020

Customer Service Representative

GC Services
06.2013 - 11.2013

Bachelor of Science - CyberSecurity

Southern New Hampshire University

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