KAMAL BROOKS
Philadelphia
Summary
As a customer-centric IT and support professional, I possess extensive hands-on experience in troubleshooting desktop environments, Microsoft 365, Active Directory tasks, hardware and peripheral issues, and user access problems. My strong background in fast-paced service environments demands clear communication, high accuracy, and swift problem-solving. I am adept at supporting end users, coordinating with technicians, and ensuring seamless daily operations.
Overview
11
11
years of professional experience
1
1
Certification
Work History
SERVICE ADVISOR - TECHNICAL SUPPORT FOCUS
AAA Car Care
Philadelphia
01.2025 - Current
- Coordinate repair orders, communicate technical needs to automotive technicians, and ensure accurate documentation in internal systems.
- Use diagnostic and scheduling software to create service tickets, update job statuses, and organize customer information.
- Troubleshoot customer concerns, explain technical issues in user-friendly terms, and support technicians with system access or information.
- Handle approvals, parts coordination, and workflow updates while maintaining high customer satisfaction.
- Manage fast-paced operations requiring precise data entry, system navigation, and multi-step problem-solving.
TEAM SUPERVISOR
Wawa
Philadelphia Metro Area
01.2023 - 12.2023
- Oversaw daily operations, inventory systems, shift scheduling, and staff coordination.
- Resolved customer issues, escalated service needs, and maintained accurate reporting in store systems.
- Ensured smooth workflow and communication across teams during high-volume periods.
ELECTRONICS DEPARTMENT MANAGER
Target
Philadelphia Metro Area
01.2020 - 12.2022
- Managed department operations including inventory software, device activation systems, and customer support processes.
- Assisted customers with device setup, account issues, troubleshooting steps, and product support.
- Coordinated with corporate support teams when system or hardware issues occurred.
SHIFT MANAGER
Taco Bell
01.2015 - 12.2022
- Managed staff, cash handling systems, and restaurant operations in a high-pressure environment.
- Used internal systems to process orders, track inventory, and communicate operational changes.
- Maintained strong communication and customer service standards.
Education
Bachelor of Science - Computer Networking
Western Governors University
Salt Lake City, UT01-2027
Skills
- Windows 7
- Windows 10
- Windows 11
- Active Directory
- Office 365
- Exchange
- MFA setup
- DNS
- DHCP
- Wi-Fi troubleshooting
- VPN fundamentals
- Workstation setup
- Peripherals
- Printers
- Basic device diagnostics
- Ticketing systems
- Remote support tools
- Scheduling systems
- Managed backup basics
- File-share permissions
- Outlook setup
- Mailbox tasks
- Credential manager
- Customer troubleshooting
Certification
- CompTIA A+ (Candidate)
- CompTIA Network+ (Candidate)
Timeline
SERVICE ADVISOR - TECHNICAL SUPPORT FOCUS
AAA Car Care
01.2025 - Current
TEAM SUPERVISOR
Wawa
01.2023 - 12.2023
ELECTRONICS DEPARTMENT MANAGER
Target
01.2020 - 12.2022
SHIFT MANAGER
Taco Bell
01.2015 - 12.2022
Bachelor of Science - Computer Networking
Western Governors University