AMBER MCBROOM
Killeen
Summary
Experienced IT Support Specialist with a strong background in troubleshooting technical issues and providing efficient solutions to end users. Proficient in managing IT systems, networks, and software applications to ensure seamless operations. Recognized for exceptional problem-solving abilities and a calm, composed approach in fast-paced environments. Demonstrated track record of delivering excellent customer service, utilizing strong communication and interpersonal skills. Flexible and adaptable, able to work non-traditional hours to ensure continuous system functionality. Committed to maintaining high-performance IT support to drive business success, holding a degree in cybersecurity.
Overview
11
11
years of professional experience
Work History
Class Coordinator
Transforce
12.2023 - Current
- Managed CRM tool to efficiently handle over 500 students, ensuring timely registration for training programs
- Prioritized tasks to meet deadlines and accommodate the needs of both civilian and Military personnel
- Conducted performance evaluations to identify areas for employee growth.
- Developed strong listening skills to understand and address the needs of students and personnel
- Implemented time management strategies to successfully balance multiple responsibilities and tasks
- Coordinated recruitment efforts to attract top talent.
- Improved marketing to attract new customers and promote business.
Web Designer
Wix
01.2022 - 05.2023
- Implemented advanced SEO strategies to enhance online visibility and search rankings for clients
- Continuously updated and improved website designs based on analytics and client feedback
- Improved user interface using Google Analytics, increasing user retention and interaction.
- Managed over 50 customer calls per day to address client needs and provide support
- Troubleshot technical issues and optimized websites for search engine optimization, performance, and accessibility
- Coordinated with developers to align design and functionality, ensuring project success.
IT Help Desk
MCSG Technologies
12.2020 - 12.2021
- Provided user and system administrator support via telephone and chat, offering step-by-step troubleshooting assistance
- Maintained communication with end users throughout the troubleshooting process
- Conducted hourly systems checks to ensure data delivery to customers
- Responded to support requests from end users and guided individuals through basic troubleshooting tasks
- Loaded software, granted permissions, and configured hardware for new employees during onboarding
- Collaborated with other systems support personnel to ensure continuous, innovative, and proactive Tier 1/2 Network performance monitoring and support
Military Pay Technician
Carson
06.2020 - 12.2020
- Processed travel claims for active and reserve components
- Interpreted publications and disseminated information to customers
- Reviewed pay transactions for accuracy
- Interpreted Leave and Earnings Statements (LES)
- Processed pay entitlements, deductions, payments, collections, and allotment requests
- Reviewed and reconciled availability and proprietary use of funds on financial documents
Help Desk
Tek Experts
04.2020 - 06.2020
- Resolved escalated incidents from Tier 1 to Tier 2 for more complex issues
- Generated trouble or work order tickets for issues requiring on-site support
- Obtained detailed systems and applications knowledge to handle complex issues
- Communicated technical information effectively to end users
- Responded promptly to customer inquiries within a specified time frame
- Decided on appropriate actions for resolving issues escalated from Tier I
Petroleum Supply Specialist
United States Army
03.2014 - 04.2020
- Supervised and managed the reception, storage, and shipping of bulk petroleum-based products
- Oversaw the dispensing of petroleum products to various vehicles and aircraft
- Ensured safe transportation and handling of petroleum products
- Led a team of 10 fueler's to ensure efficient daily operations
- Inspected pipelines, tightened connections, and lubricated valves for optimal performance
- Documented all fuel movements in computer systems for accurate record-keeping
- Maintained accurate records of petroleum transactions, tracking volumes received, distributed, and consumed for financial reporting purposes.
Education
Bachelor of Science - Software Engineering
Western Governors University
Salt Lake City, UT01-2026
Associates - CyberSecurity
Southern New Hampshire University
08.2024
Skills
- Academic advising
- Printer setup
- VPN configuration
- Application support
- Veterans benefits administration
- ITIL framework
Timeline
Class Coordinator
Transforce
12.2023 - Current
Web Designer
Wix
01.2022 - 05.2023
IT Help Desk
MCSG Technologies
12.2020 - 12.2021
Military Pay Technician
Carson
06.2020 - 12.2020
Help Desk
Tek Experts
04.2020 - 06.2020
Petroleum Supply Specialist
United States Army
03.2014 - 04.2020
Associates - CyberSecurity
Southern New Hampshire University
Bachelor of Science - Software Engineering
Western Governors University
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