Rosandra Moore
Lexington,KY
Summary
Dedicated and versatile professional with extensive experience in customer service, technical support, fraud prevention, and military operations. Currently holds the rank of Sergeant (E5) in the U.S. Army Reserve, demonstrating leadership in logistics, human resources, and intelligence support. Proven track record in troubleshooting complex systems, enhancing team performance, and driving operational success in diverse settings. Actively pursuing a Bachelor's degree in Sports and Health Sciences with a future emphasis on physical therapy and wellness leadership.
Overview
6
6
years of professional experience
Work History
Sergeant (E5) – Heavy Wheeled Vehicle Operator & Support NCO
U.S. Army
Fort Bliss, TX
09.2019 - Current
- Currently serving as a Sergeant in the U.S. Army Reserve with experience in leadership, mentorship, and mission execution.
- Led tactical and logistical operations during deployment to Kuwait, ensuring readiness, safety, and communication across teams.
- Held roles in S1 (HR) and S2 (Intelligence), supporting administrative readiness and secure data handling.
- Provided technical support for military computer systems, printers, and communications equipment.
- Earned Military Secret Clearance and completed certifications in Cybersecurity Awareness, PII Safeguarding, and Operational Security.
- Active Duty & Reserve (1/25 Trans BN)
Customer Service Representative – Taxpayer Support
Brooksource – Kentucky Department of Revenue
Lexington, KY
10.2024 - 07.2025
- Provided technical troubleshooting and customer assistance for the launch and operation of Kentucky’s new online Taxpayer Portal.
- Assisted residents with account access, filing issues, payment questions, and system navigation using internal databases and knowledge systems.
- Delivered high-volume phone and email support while maintaining accuracy in recordkeeping and taxpayer documentation.
- Identified patterns in taxpayer confusion and helped flag system bugs or gaps in public guidance for escalation to IT teams.
- Maintained professionalism and confidentiality while handling sensitive financial and identity information.
Tier 1 Mac+ Advisor
Apple
Lexington, KY
08.2023 - 06.2024
- Delivered exceptional technical support for Mac+ users, resolving issues efficiently and enhancing customer satisfaction.
- Troubleshot a wide range of Apple products including iPhones, iPads, and MacBooks, escalating to Tier 2 when necessary.
- Handled up to 4–5 customers at once while researching and delivering accurate resources to resolve technical issues.
- Maintained high resolution rates and customer satisfaction scores through proactive engagement and clear communication.
- Analyzed customer feedback to identify trends and support development of improved technical solutions.
Resolution Coordinator – Fraud Prevention
Walmart
Lexington-Fayette, KY
03.2023 - 08.2023
- Analyzed fraud patterns and customer reports to prevent and mitigate risks in Walmart Delivery and Online Pickup services.
- Communicated with customers via chat, email, and phone support to investigate and de-escalate potential fraud cases.
- Collaborated with team members to develop effective fraud prevention strategies.
- Reviewed transactions for anomalies and escalated cases as needed to minimize loss and improve service reliability.
- Maintained calm and professionalism in high-pressure interactions involving pushback or resistance.
Education
Bachelor of Science - Sports and Health Sciences
American Military University
01.2027
High School - undefined
Tates Creek High School
Lexington, KY06.2019
Skills
- Network connectivity
- System diagnostics
- Remote support proficiency
- Sales support
- Research
- Teamwork and collaboration
- Customer service
- Problem-solving abilities
- Reliability
- Remote technical support
- Decision-making
- Help desk support
- Troubleshooting network issues
Timeline
Customer Service Representative – Taxpayer Support
Brooksource – Kentucky Department of Revenue
10.2024 - 07.2025
Tier 1 Mac+ Advisor
Apple
08.2023 - 06.2024
Resolution Coordinator – Fraud Prevention
Walmart
03.2023 - 08.2023
Sergeant (E5) – Heavy Wheeled Vehicle Operator & Support NCO
U.S. Army
09.2019 - Current
Bachelor of Science - Sports and Health Sciences
American Military University
High School - undefined
Tates Creek High School