Jordan Hearn
Baltimore,MD
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customs Brokerage Agent
Expeditors International
03.2022 - Current
- Manages IT duties where applicable, including troubleshooting computer errors without supervision required
- Configured hardware, devices, and software to set up work stations for employees.
- Walked individuals through basic troubleshooting tasks.
- Provided exceptional customer service by promptly addressing problems reported by endusers.
- Diagnosed and troubleshot hardware, software and network issues.
- Ensures smooth and timely customs clearance process, including timely and accurate data entry, client billing and customs clearance of cargo to client for Import and Export shipments
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Comprehends the import and export customs regulations and standard operating procedure and accurately interprets this information to ensure compliance at all times
- Transfers customs declaration information from documents or other sources into the customs entry system to allow for the building of a valid and complete customs declaration
- Assists with verification and submission of customs declaration information to Customs Authority
- Interacts with Customs Authority to address issues and questions that may arise during clearance process
- Schedule and attend customs inspections and present documentation to Customs Authorities when requested
- Acts as a liaison between Customs Authorities, Governmental Agencies, Forwarding Agents, and Clients
- Timely verifies documents received for import and export Customs purposes to ensure compliance & accuracy
- Regularly interacts with clients to coordinate and schedule international shipments
- Understand department process flow and seek optimization and efficacy in all possible areas
- Stays updated on Governmental Regulatory Requirements governing imports to maintain entry accuracy
- Meets and maintains Key Performance Indicators (KPI) on high-volume and complex accounts, exceeding company standards
- Provides timely written and verbal responses to all inquiries and requests, including overseas communication
- Assists with front-desk duties including directing phone calls, organizing meetings, and coordinating events.
- Continuously sought ways to optimize customs brokerage processes, leading to increased efficiency and client satisfaction.
Certified AFP Operator
Middle River Aerostructure Systems
01.2019 - 03.2022
- Managed complex machinery to ensure accurate and timely fiber placement on metal platforms on a new program within the Aerostructure manufacturing industry known as Automated Fiber Placement (AFP)
- Troubleshooted software that directs machines, maintained optimum machine-head temperature, and manually troubleshooted machine cutters as well as rollers
- Programmed and aligned laser projectors using LaserGuide software, effectively problem-solving any bugs or errors without requiring management supervision
- Reduced equipment downtime by troubleshooting issues and performing timely repairs.
- Assisted in training new operators, sharing knowledge of best practices and promoting a culture of teamwork amongst peers.
- Handled adjustments or modifications to machines as needed based on product specifications or changes in operational parameters.
- Increased overall product quality through meticulous attention to detail during operation processes.
- Worked between the A320 and AFP program to include diversification in training and operation
- Prioritized the ability to work where work was needed
- Met with quality officers regularly and exceeded compliance standards for each tool that was prepped, ran by the machine, and bagged.
Leasing Specialist
WPM Real Estate Management
01.2017 - 10.2018
- Became skilled with new Resident Management software system and taught program processes as well as performed troubleshooting for Property Manager and Assistant Property Manager
- Created and managed leases, resident information, and organized maintenance for an 18-story property with over 1000 residents in addition to a 3-story property
- Organized resident events to foster a sense of community within the property, increasing tenant satisfaction levels.
- Provided exceptional customer service to both current residents and prospective tenants, generating positive word-of-mouth referrals.
- Retained high-quality tenants through proactive relationship-building efforts aimed at addressing their needs before problems arose.
- Answered phone calls and emails and responded to questions from prospects quickly and effectively.
Education
High School Diploma -
Sparrows Point High School
Associate of Science - Computer Science
Community College of Baltimore County
Rosedale, MD08.2025
Skills
- Problem-solving skills
- IT Troubleshooting
- Information Security
- Software Implementation
- Application support
- Performance Optimization
- Software: Microsoft 365, Powershell
- Hardware: Computer construction & configuration
Skillscertifications
- MS Office Suite/OneDrive proficiency
- Hardware & Software proficiency
- Computer construction skills
- Multi-platform software and program proficiency
- Dangerous Goods/HAZMAT Certification
- Certified Import Specialist Certification
- Billing Certification
Professionalcompetencies
- Quickly adapts to and becomes proficient with new programs, software, and technological processes.
- Excellent verbal and written communication and interpersonal skills with the ability to listen effectively and respond appropriately.
- Maintain productive and diverse working relationships; effective in fast-paced, high-pressure situations with ability to rapidly resolve potential issues both seen and unforeseen. Effective working independently as well as on a team.
- Committed to meeting and exceeding goals by providing outstanding work ethics and performances, including confidentiality, integrity, dependability, flexibility, and loyalty.
- Excellent attention to details, time management, organizational skills, problem-solving skills with the capacity to identify and assess problems before seeking supervision.
References
References available upon request.
Certification
- Dangerous Goods Certification
- Billing certification
- Certified Import Specialist
Timeline
Customs Brokerage Agent
Expeditors International
03.2022 - Current
Certified AFP Operator
Middle River Aerostructure Systems
01.2019 - 03.2022
Leasing Specialist
WPM Real Estate Management
01.2017 - 10.2018
High School Diploma -
Sparrows Point High School
Associate of Science - Computer Science
Community College of Baltimore County
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