Kyle Brewer
Macon,GA
Summary
Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
7
7
years of professional experience
Work History
Operations Analyst
George Department of Corrections
01.2024 - Current
- Managed multiple projects simultaneously, delivering results within tight deadlines while maintaining high-quality standards.
- Optimized operational efficiency by analyzing and streamlining processes.
- Improved team productivity by implementing effective workflow strategies and time management techniques.
- Created custom reports and visualizations to support decision-making processes.
- Enhanced data accuracy through meticulous attention to detail in data management tasks.
- Assessed operational performance to identify areas for improvement.
- Supported supervisor and associated team members to maintain system functionality.
- Worked with engineers and technical staff to recommend hardware and software adjustments and resolve design flaws.
- Scanned system for frequent technical issues, employing troubleshooting techniques for resolution.
Ecommerce
Amazon
10.2021 - 11.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Managed upwards of 30 incoming calls and emails per day from customers.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
IT Support Specialist
Walmart
05.2017 - 07.2021
- Created help desk tickets, troubleshot and resolved desktop issues.
- Delivered onsite technical support for employees.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Answered questions and provided information to customers about new software or hardware.
- Optimized network performance with regular maintenance checks, software updates, and hardware upgrades.
- Managed hardware inventory, ensuring proper allocation of resources and prompt replacement of outdated equipment.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Updated software to safeguard against security flaws.
- Managed high levels of call flow and responded to technical support needs.
- Managed upwards of 50 incoming calls and emails per day from customers and associates.
- Diagnosed and troubleshot hardware, software and network issues.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
Education
Bachelor’s Degree in Management Information System -
Terry College of Business, University of Georiga
Athens, GA05.2021
Associate Degree in Bussiness Technology -
Athens Technical College
Athens, GA05.2018
Certificate (TCC) in Microsoft Excel Application -
Athens Technical College
Athens, GA05.2018
Certificate (TCC) in Microsoft Word Application -
Athens Technical College
Athens, GA12.2017
Certificate (TCC) in Microsoft Office Application Professional -
Athens Technical College
Athens, GA12.2017
Certificate (TCC) in Admin Support Assistent -
Athens Technical College
Athens, GA12.2017
High School Diploma -
Hart County High School
Hartwell, GA05.2014
Skills
- SQL & Java Language
- Time management
- Microsoft Office
- Microsoft Windows
- Customer service
- Supplier Negotiations
- Teamwork and Collaboration
- Customer Service
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeContract WorkLocation Preference
RemoteHybridImportant To Me
Work-life balanceCompany CultureHealthcare benefitsWork from home optionPaid time offLanguages
English
Bilingual or Proficient (C2)
Timeline
Operations Analyst
George Department of Corrections
01.2024 - Current
Ecommerce
Amazon
10.2021 - 11.2023
IT Support Specialist
Walmart
05.2017 - 07.2021
Bachelor’s Degree in Management Information System -
Terry College of Business, University of Georiga
Associate Degree in Bussiness Technology -
Athens Technical College
Certificate (TCC) in Microsoft Excel Application -
Athens Technical College
Certificate (TCC) in Microsoft Word Application -
Athens Technical College
Certificate (TCC) in Microsoft Office Application Professional -
Athens Technical College
Certificate (TCC) in Admin Support Assistent -
Athens Technical College
High School Diploma -
Hart County High School
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