Justin Romano
Elkhorn,NE
Summary
Technology-inclined, highly organized U.S. Military Veteran with a Bachelor of Science in Cybersecurity, experienced in troubleshooting computer hardware and software issues in customer-focused environments. Quickly learns and masters new concepts and equally successful in both team and self-directed settings. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures.
Overview
3
3
years of professional experience
Work History
Help Desk Specialist
Charles Schwab
04.2022 - Current
- Responds to associate inquiries and provides technical assistance over phone, email and chat. Holds a 90% first-call resolution status and a 98% customer rating score.
- Researches and identifies solutions to technical problems, then efficiently walks users through steps to implement said solutions, or escalates problems appropriately
- Adheres to ticketing protocols by logging activities in tracking systems to maintain accurate, timely records.
- Collaborates with tier-two site support and engineers, to streamline workflows and processes.
Warehouse Specialist
Contractor Supply
03.2021 - 04.2022
- Worked with a team to package items for safe shipment and protection from damage in transit, ensuring clients quality products in a timely manner.
- Managed an efficient and organized storage area by adhering to storage design principles.
- Kept an accurate inventory by overseeing daily cycle counts and maintaining detailed shipping & receiving logs.
Assistant Store Operations Manager
Wine, Beer, & Spirits
06.2020 - 02.2021
- Interacted with customers, built connections and nurtured relationships equating in 75% repeat clientele.
- Increased revenue and effectively targeted new markets resulting in weekly sales success of 25% new product in the hands of customers.
- Worked with a team on proper protocols and customer service standards, to maintain high productivity and performance metrics.
- Created merchandise displays to catch attention of store customers.
Education
Bachelor of Science - Cybersecurity
Bellevue University
Bellevue, NE06.2020
Skills
- Network and printer diagnostics (eg, Ricoh, HP)
- Service Ticket Tracking and Documentation (eg, Classic Remedy, Smart IT, Confluence)
- Windows (10, 11) and Mac Venture
- Office 360 enterprise
- Banking Apps (eg, Salesforce, Client central)
- CISCO products (eg, Webex, Jabber)
- VPN Troubleshooting
- Active Directory
- BigFix
Accomplishments
- Received two Army Accommodation Medals for actions of bravery while conducting operations overseas.
- Awarded the Good Conduct Medal for conducting by-the-book Army standards and upholding Army values.
- Additional bestowed accolades: National Defense Service Ribbon with M Device, Army Service Ribbon, Iraq Campaign with 2 stars, Global War on Terrorism Award, Armed Forces Reserve Medal, Meritorious Unit Commendation, Humanitarian Service Ribbon
Timeline
Help Desk Specialist
Charles Schwab
04.2022 - Current
Warehouse Specialist
Contractor Supply
03.2021 - 04.2022
Assistant Store Operations Manager
Wine, Beer, & Spirits
06.2020 - 02.2021
Bachelor of Science - Cybersecurity
Bellevue University
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