Zachary Broman

Google-certified IT Support Professional with hands-on experience troubleshooting software bugs, resolving IT tickets in Zendesk, and managing retail client accounts. Former 911 dispatcher who stayed accurate under extreme pressure while operating multiple CAD systems. Hands-on PC builder with CSS and JavaScript familiarity, seeking an entry-level technology role.

CITY CARRIER at United States Postal Service (2023-07 – Present)

Promoted from temporary substitute carrier to regular carrier with an assigned route (Jan 2024), trusted with independent daily delivery operations.

• Manage secure, accurate, and on-time delivery of mail and parcels for thousands of residents on an assigned route every day.
• Use USPS scanning and tracking technology to log parcels and confirm delivery, including signature-required and sensitive items.
• Work independently with minimal supervision, planning route and time to stay on schedule across changing conditions and weather.
• Resolve delivery issues and customer concerns directly, representing the Postal Service with professionalism.

ACCOUNT SPECIALIST at The Nexxus Group (2022-09 – 2023-05)

Supported national retail clients through account management, ticket-based support, and technical troubleshooting.

• Managed retailer accounts for Kroger, RaceTrac, and Refuel, delivering consistent service that met business objectives.
• Tracked, prioritized, and resolved support tickets daily in Zendesk; quickly became proficient in Microsoft Excel for day-to-day account work.
• Troubleshot software bugs and worked IT tickets using the company’s proprietary software platform.

DISPATCHER at Chelsea Emergency Management (2016-07 – 2022-08)

Answered police and fire 911 calls for a city averaging more than 30,000 calls for service per year.

• Fielded 911 calls and relayed critical information accurately in high-stress situations, including active shootings, structure fires, and major accidents.
• Operated and troubleshot multiple CAD systems while conducting radio operations simultaneously.

DEVELOPMENT MANAGER at Stella Intl. (2014-03 – 2016-06)

Managed research and development for Michael Kors women’s footwear sample lines.

• Led a twelve-person team, delegating tasks and serving as the communication link between designers and technicians.
• Sourced and approved materials locally while upholding industry standards for export to the USA and Europe.

A.S. in Rudimentary Mandarin – Jinan University, China