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Johan Brookes
Open to opportunitiesIT Support Specialist
Technical Support & Operations Specialist delivering Tier 1 support, accurate records management, and efficient workflow resolutions.
United StatesIT Support Specialist at New York City Housing Preservation & Development
About
I’m a Technical Support and Operations Specialist with experience in Tier 1 technical support, customer service, troubleshooting, and high-volume workflow environments. In my current role, I review and validate digital submissions to ensure accuracy, completeness, and proper routing through workflow systems.
I focus on resolving issues efficiently by communicating with internal teams, maintaining real-time tracking logs, and using tools like FMS and PASSPORT to identify errors and escalate when needed. I also support documentation accuracy and contribute to process improvements that help teams work more effectively.
Alongside support work, I’ve handled records and compliance through electronic contract tracking, digitization initiatives, UAT during system upgrades, and responding to subpoenas and FOIL requests by compiling and validating voucher records. I’ve also supported large-scale end-user environments and maintained strong data integrity with Docudata, Emphasys Elite, and Adobe Pro Suites.
Experience
IT Support Specialist
Reviewed and validated digital submissions for accuracy and completeness, ensuring proper routing through workflow systems. Provided Tier 1 technical support by tracking issues in real time, using FMS and PASSPORT to identify errors, and escalating discrepancies while improving documentation and processes.
Tier 1 SupportCustomer ServiceFMSPassportsWorkflow SystemsTechnical EscalationDocumentationData ValidationTicketing Systems
Records & Document Specialist
Designed and implemented an electronic contract tracking system to improve lifecycle accuracy and processing efficiency. Served as Records Officer ensuring retention compliance, supported HPD Info upgrades with UAT, maintained high-integrity recordkeeping with Docudata, and coordinated FOIL/subpoena responses while training staff.
Records ManagementData Integrity
Education
Quartermaster School
Completed Unit Supply Specialist training at the Quartermaster School (Fort Lee, VA).
New York City College of Technology, CUNY
Associate in Applied Science program in Microcomputer Business Systems at New York City College of Technology, CUNY.