Summary
Overview
Work History
Education
Skills
Websites
Certification
References
Projects
Awards
Languages
Timeline
Generic

Christopher Brass

Hillsboro,United States

Summary

Professional with a robust background in technical support, process optimization, and data analysis seeking to transition into an Operations Program Associate role. Accomplished in enhancing operational processes, including troubleshooting technical issues and performing data interpretation for strategic decision-making. Expertise in mentoring and team leadership, fostering collaboration among diverse teams to achieve project objectives. Aiming to leverage analytical skills and process engineering knowledge to contribute to operational excellence and continuous improvement initiatives.

Overview

36
36
years of professional experience
1
1
Certification

Work History

Technical Customer Support Specialist

Same Day Experts LLC
Portland, United States
07.2023 - 04.2025
  • Delivered technical support to over 30 end-users weekly, resolving hardware, software, and connectivity issues across various platforms.
  • Collaborated in weekly team meetings, contributing process improvement ideas that helped reduce average resolution time by 15%.
  • Achieved a 95% first-contact resolution rate by responding to customer inquiries promptly and accurately via phone, email, and remote desktop tools.
  • Implemented insights from customer satisfaction surveys, contributing to a 12% increase in positive feedback scores over a 6-month period.
  • Provided step-by-step guidance to users with varying technical skill levels, ensuring clarity, patience, and complete issue resolution.
  • Maintained professionalism in high-pressure situations, applying conflict resolution techniques that successfully de-escalated more than 20 difficult support cases.
  • Maintained audit trail and statistical records of problems and conditions reported by client.

Metrology Technician I

Cube-Hub Intel
Hillsboro
09.2021 - 07.2023
  • Enhanced calibration 100 % accuracy by conducting routine maintenance and adjustments on metrology equipment.
  • Increased customer satisfaction levels by 90%, providing detailed reports on part conformance, ensuring their expectations were met or exceeded consistently throughout production runs.
  • Developed comprehensive reports detailing measurement results, trends, and recommended corrective actions for internal stakeholders to review.
  • Optimized tooling performance through precise calibration services that maintained dimensional accuracy across all production equipment components.
  • Played a key role in achieving and maintaining ISO certification for our metrology lab by ensuring compliance with all requirements.
  • Streamlined communication between departments by serving as a liaison between the metrology group and other functional teams within the organization.

Technical Support Team Lead

Apex Inc
Beaverton, OR
12.2013 - 06.2023
  • Assisted in the creation of onboarding and training materials that were used to onboard over 25 new hires, improving ramp-up time by 30%.
  • Resolved 40–50 technical issues weekly via phone, email, and remote support tools, maintaining an average response time of under 1 hour.
  • Established and documented customer service standards for the technical support team, leading to a 15% increase in team-wide consistency and satisfaction ratings.
  • Partnered with IT staff to define and implement system improvement goals, directly contributing to two major software upgrade rollouts, with minimal user disruption.
  • Monitored and maintained daily system operations, proactively identifying performance issues, and reducing downtime by 20%.
  • Guided end users through troubleshooting processes, with a 95% success rate in issue resolution without requiring escalation.
  • Collected and analyzed service desk data, producing weekly operational reports that supported better planning and staffing decisions.
  • Reviewed technical support cases for quality and accuracy, identifying gaps that led to a 10% reduction in repeat service requests through updated documentation and training.

Administrative Assistant

The Avanti Investment Group
Seattle, WA
06.1998 - 06.2014
  • Managed a multi-line phone system to ensure efficient call routing and responsiveness.
  • Maintained the confidentiality of sensitive information to uphold organizational integrity.
  • Updated contact lists regularly when changes occur in employee status or contact information.
  • Conducted research on various topics as requested by management.
  • Processed invoices for payment using accounting software applications.
  • Created travel arrangements and distributed travel details to appropriate personnel.
  • Created spreadsheets in Microsoft Excel for record-keeping and reporting.

Operations Specialist

US Navy
Norfolk, United States
09.1989 - 09.1993
  • Analyzed and reported tactical information to leadership, enhancing strategic initiative planning.
  • Managed computer systems for entering radar data and intelligence for accurate decision-making.
  • Prepared comprehensive reports to support informed leadership decisions and operational efficiency.
  • Resolved operational issues promptly to minimize impact on business activities.

Education

Bachelor of Technology - Data Analytics Research/ Programming Languages Python, Java, Oracle

Strayer University
District Of Columbia
06-2025

Associate of Applied Science - Database Management, Pyt

Strayer University
District Of Columbia
08-2023

Associate of Applied Science - Computer Programming, Specific Applications

Pueblo Community College
Denver, CO
07-2011

Operations Specialist -

US Navy
Norfolk, Virginia, United States
09.1993

Skills

  • Support management
  • Oracle SQL development
  • JavaScript programming
  • Process engineering
  • Call center administration
  • Cascading Style Sheets (CSS)
  • Data analysis
  • Python programming
  • Technical support
  • Team leadership
  • Effective communication
  • Technical issues analysis
  • Problem solving
  • Customer service
  • Software deployment
  • Hardware installation
  • Strategic thinking
  • Troubleshooting skills
  • Customer support services
  • Data analytics
  • Database management
  • Linux operating system
  • Technical support expertise
  • Business development strategies
  • Call center operations
  • Technical proficiency
  • Situational awareness skills
  • Data interpretation and analysis techniques
  • Communication skills
  • Network support
  • Continuous improvement
  • System analysis
  • Analytical thinking
  • LAN/WAN
  • Research

Virtualization technologies

Certification

  • AI Agents: Preparing Your Organization for Change as a Business Leader, LinkedIn
  • Fundamentals of Agentic AI: Business Implications and Ethical Insights, LinkedIn
  • Introduction to Data Science, LinkedIn
  • SQL Queries Made Easy, LinkedIn
  • US History I (HIST1001), Sophia Learning

References

  • Sharon Gabrielson, Cube Hub Inc., 331-229-0250, gsharon@cube-hub.com, www.cube-hub.com
  • Noah Hess, noahhess@intel.com, (503)705-9386

Projects

Task Manager App, Python + SQLite, Built a CLI-based task manager to track daily assignments, deadlines, and completion status using Python and a local database. Weather Dashboard, JavaScript + API, Created a front-end app that integrates with a public API to display real-time weather updates and forecasts by city. SQL Reporting Tool, Developed automated queries to summarize financial transaction data and export formatted reports for analysis. Troubleshooting Toolkit, Designed a Python script that simulates technical support interactions, capturing issue descriptions and logging recommended resolutions. Help Desk Ticketing Simulator, Simulated help desk workflows by building a ticket queue system that categorizes, assigns, and resolves support tickets.

Awards

  • Honor Society, National Collegiate Honor Society, For maintaining a 4.0 GPA and being placed on the Presidents and Deans list with Strayer University., 08/01/22
  • Honor Roll, Winter 2025, 01/01/25
  • Honor Roll, Winter 2024, 01/01/24

Languages

Hungarian, Fluent

Timeline

Technical Customer Support Specialist

Same Day Experts LLC
07.2023 - 04.2025

Metrology Technician I

Cube-Hub Intel
09.2021 - 07.2023

Technical Support Team Lead

Apex Inc
12.2013 - 06.2023

Administrative Assistant

The Avanti Investment Group
06.1998 - 06.2014

Operations Specialist

US Navy
09.1989 - 09.1993

Bachelor of Technology - Data Analytics Research/ Programming Languages Python, Java, Oracle

Strayer University

Associate of Applied Science - Database Management, Pyt

Strayer University

Associate of Applied Science - Computer Programming, Specific Applications

Pueblo Community College

Operations Specialist -

US Navy

Similar Profiles

CREATE PROFILE
Christopher Brass