BROOKS DEANTE ALMORE
Summary
Experienced and proactive senior support engineer with strong technical and communication background. Extensive understanding of relevant systems in order to reverse engineer complex issues. Holding a reputation for high level team collaboration and ability to adapt to dynamic business requirements. Skilled in troubleshooting, systems implementation, and business wide communication. Effective and reliable with a drive to achieve results that improve quality of service across all end users.
Overview
5
5
years of professional experience
Work History
Senior Productivity Support Engineer
PHMG
04.2024 - Current
- Upon being promoted to a senior position in April of 2024, I assumed responsibility of North American BAU procedures and activity
- Oversees long term project work/planning and actively communicates with upper management both on-site and abroad to ensure all perspectives are seen upon implementations.
- Point of escalation for 1st line support engineers
- Communicates with department management proactively and consistently to ensure awareness.
- Communicates with other on-site technicians pro actively and advises best practices on workflow based on experience and knowledge of the company
- Continued to exceed SLA and CSAT KPI's during decrease of 1st line responsibilities
- Maintain and keep track of on-site inventory, ensuring assets are properly accounted for
- Implemented and have maintained a robust Zoom Contact Center environment along with a small team of other SME level technicians to ensure company standards and requirements are being met.
- Primary Zoom Contact Center SME/Engineer of North America
- Continues to actively recommend new and creative ways to leverage our resources and improve quality of service.
- Contributed to team growth and efficiency by participating in the hiring process and mentoring of new hires both on-site and abroad
Productivity Support Engineer
PHMG
10.2022 - 03.2024
- Consistently top preforming member of the internal Service Desk team, completing 250-300+ service requests per month as a support engineer.
- Created and maintained company user accounts via AD on-prem, Exchange On-Prem & Online, Entra AD, Intune Endpoint Admin, Dynamics 365, RingCentral Admin, and Salesforce.
- Exceeded SLA & CSAT KPI's consistently by prioritizing request situationally, and escalating issues when applicable.
- Supported internal users in 6 locations across 3 continents (North America, Europe, Australia)
- Updated and maintained software and operating systems to ensure compatibility
- Combined my knowledge of hardware and software to preform a desktop refresh of North American headquarters, combining minor physical upgrades with software overhauls to extend the lifespan of enterprise machines.
- Installed on desk hardware regularly for North American headquarters, occasionally traveling to satellite locations to do the same during both location openings and location refreshes.
- Collaborated with infrastructure team abroad to ensure standards were met on-site.
- Supported Windows and MacOS systems remotely and on-site for various departments.
- Maintained Windows MDM updates and ensured compatibility in North America
- Implemented and maintained Kandji MDM for MacOS devices across multiple user bases
- Proactive in offering input on company and service desk based practices, actively pursuing a smoother workflow across all departments.
Lead Technician
Asurion
11.2021 - 10.2022
- Optimized and overseen back of house system as it pertained to repairs, queue management, turn-around times, organization, training of new procedures, as well as inventory.
- Worked closely with both Samsung and Apple corporate systems and support representatives to ensure repairs met OEM standard
- Worked with a variety of OS versions between both Windows and MacOS, as well as various snapdragon based Android versions, and iOS
- Was the one of three designated solder repair technicians in a district of 12 locations.
- Extension of primary leadership within the district and did my best on a daily basis to reflect that to my team as whole
- Worked with a proprietary web-based system used for taking information on customers and their workorders as well as responding to team request in a proprietary and SharePoint based environment
- Spearheaded repair volume and KPI's to what would end up being a record month for the location in July of 2022 and would continue into August while primary leadership was not in market
- Led multiple (40+) team morning standup calls while primary leadership was not in market, these meetings scoring high among district wide leadership directly contributed to the growth of our Location as well as the growth of new hires
- Instrumental in establishing a culture within the team and district, which in turn allowed us to work closer, more efficient and more honest with each other which contributed directly to our success
Retail Associate
T-Mobile
05.2021 - 11.2021
- At T-Mobile my role with the team while preforming at a high level goals set by leadership
- I also was the primary support for the rest of my team as it pertained to troubleshooting and diagnostics
- I was responsible for and fulfilled paperwork pertaining to keeping the customer information throughout the day secure
- For my efforts in my support role that I had created for myself here I was selected to the Apple Master's program in the summer of 2021
- This program had me complete a series of certifications through Apple directly as it pertained to MacOS, iPadOS, and iOS to be in a select few thousand members of the program to earn the title of Apple Master
Crew Member
Wendy's
05.2020 - 03.2021
- Fulfilled crew related duties, including substitutions in positions other than mine as well as closing procedures to provide non-stop operations
- Maximized customer concerns and relayed relevant information to supervisors
Crew Member
Sonic Drive-In
08.2019 - 05.2020
- Drove team success by completing roles quickly and accurately as well as remained mindful of workplace safety according to predetermined specifications
- Kept operations moving smoothly by working closely with personnel
Education
High School Diploma -
J. Sterling Morton East High School
Cicero, IL05-2021
Skills
- Troubleshooting, repair, and installation of hardware and software
- Windows 10/11
- MacOS
- iOS
- Service Desk Plus
- Active Directory
- Microsoft 365/ Entra AD/ Intune
- Exchange On-Prem/Online
- Salesforce User Creation
- Zoom Contact Center Admin
- End User Communication
- Team Communication and skill sharing
Timeline
Senior Productivity Support Engineer
PHMG
04.2024 - Current
Productivity Support Engineer
PHMG
10.2022 - 03.2024
Lead Technician
Asurion
11.2021 - 10.2022
Retail Associate
T-Mobile
05.2021 - 11.2021
Crew Member
Wendy's
05.2020 - 03.2021
Crew Member
Sonic Drive-In
08.2019 - 05.2020
High School Diploma -
J. Sterling Morton East High School
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