Andrew Morrow
[email protected] | LinkedIn | GitHub
Summary
Experienced IT support candidate with a background in CNC machining, field service, and customer-oriented roles, offering exceptional attention to detail, problem-solving abilities, and strong customer service skills. Adept at diagnosing and resolving technical issues efficiently, communicating complex concepts in a clear and understandable manner, and providing top-notch service to end-users. Seeking an IT support position to leverage my diverse skill set and contribute to a dynamic team in delivering reliable technical solutions and enhancing user satisfaction.
Personal Development & Technical Skills
- Operating Systems: Windows 10, Windows 11, Windows Server 2022, MacOS, Linux (e.g. Ubuntu)
- PC Building & Optimization: Proficient in building and maintaining gaming PCs, optimizing hardware components for performance.
- PowerShell: Gaining experience with PowerShell scripting for Windows system administration and automation.
- Virtualization: Experienced in creating and managing virtual machines using tools such as VirtualBox and Hyper-V.
- Active Directory: Configured and maintained a virtual Active Directory lab environment for testing and troubleshooting.
- Home Server Configuration: Skilled in retrofitting old hardware into functional home servers, including hardware upgrades and data management.
- Single Board Computers: Experienced in configuring Orange Pi (similar to Raspberry Pi) with Ubuntu Linux, running various projects and applications.
- Docker: Competent in setting up and managing containers on various hardware.
- Linux Proficiency: Familiar with Linux distributions (e.g., Ubuntu) for server and single board computer environments, including scripting and command-line usage.
- Bash: Familiarizing myself with Bash scripting for Linux/Unix environments, including automation and command-line tasks.
- Hardware Upgrades: Capable of replacing and upgrading computer components (e.g., RAM, hard drive, GPU, PSU) to enhance system performance and functionality.
- Networking: Knowledgeable in network setup and configuration to support home lab projects and improve connectivity.
- Documentation: Skilled in creating detailed project documentation, including setup guides, troubleshooting steps, and technical documentation.
- JavaScript: Currently learning JavaScript for web development, including scripting and front-end development.
- HTML & CSS: Developing proficiency in HTML for content structuring and CSS for styling web pages.
Work Experience
Rocket Connections - Detroit, MI
Senior Client Communication Specialist - March 2023 to Present
- I developed and implemented communication strategies to inform clients of products and services, managed client relationships by responding to inquiries, and addressed any concerns or complaints promptly and professionally and I provided product or service information to inquiring clients and kept client data up to date and accurate.
- Develped an exceptional tracker with Microsoft Excel to disect metrics and identify areas of opportunity in call center performance.
Associate Business Metrics Analyst - November 2022 to March 2023
- Created Excel spreadsheets to analyze productivity trends, KPIs, and team member performance and developed strategies to improve productivity rates in the call center and reduced processing time by 30% by developing and automating data analysis processes in Excel.
Workforce Management Real-Time Analyst - May 2019 to November 2022
- I ensured the call center ran smoothly and efficiently by monitoring Key Performance Indicators (KPIs) in real-time, adjusted staffing levels and call routing management to improve business performance. I also utilized software like Community, and Verint to create schedules and monitor team member adherence.
Senior Client Communication Specialist - May 2018 to May 2019
Supreme Tool & Machine - Waterford, MI
CNC Machine Operator - September 2015 to February 2018
- I set up and programmed CNC machines for precision machining tasks. My role involved operating, monitoring, and ensuring precision adherence to programmed instructions. I conducted quality control checks, maintained machinery, followed safety protocols, and documented work. I resolved machining issues, optimized machine efficiency, and effectively communicated with the team. I also interpreted technical drawings and blueprints to ensure precision in machining operations.
Skills
| Skill | Time Practiced | Description |
|---|---|---|
| Customer Service | Effective problem-solving and customer-centric communication. | |
| Attention to Detail | Meticulous and detail-oriented in work. | |
| Technical Aptitude | Familiarity with technology and proficient in handling hardware. | |
| Documentation | Proficient in maintaining accurate records. | |
| Safety Awareness | Adherence to safety protocols and effective collaboration within teams. | |
| Mechanical Understanding | Knowledge of machinery and systems. | |
| Versatility | Adaptable to diverse challenges and environments. | |
| Conflict Resolution | Skilled in resolving issues and customer disputes. | |
| Technical Troubleshooting | Skilled in technical problem-solving under pressure. | |
| Quality Control | Ensure work complies with specifications. |
Certifications
Course: JavaScript
Provider: Sololearn
Date Completed: November, 2023
Course: HTML
Provider: Sololearn
Date Completed: November, 2023
Education
Southern New Hampshire University
(in progress) Bachelors, Information Technology - January, 2023 - Present
Waterford Durant High School
High School Diploma - 2015
References
Available upon request.
