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Andrew Morrow

[email protected] | LinkedIn | GitHub


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.


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.


Course: JavaScript

Provider: Sololearn

Date Completed: November, 2023


Course: HTML

Provider: Sololearn

Date Completed: November, 2023



Southern New Hampshire University

(in progress) Bachelors, Information Technology - January, 2023 - Present

Waterford Durant High School

High School Diploma - 2015


Available upon request.