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
Glen Burnie, MD
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
Middle River, MD
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
Roland Park, MD
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