James Middlebrooks
About James Middlebrooks
James Middlebrooks is a Training Instructor at Maximus with extensive experience in customer service, technical support, and training roles.
Company
James Middlebrooks is currently employed at Maximus, where he has held the position of Training Instructor since 2019. Maximus, located in Reston, Virginia, is known for providing business process services to government health and human services programs. Prior to this role, he served as a Contact Center Supervisor at the same company from 2015 to 2019.
Previous Roles at General Dynamics Information Technology
James Middlebrooks has held multiple positions at General Dynamics Information Technology (GDIT). He worked as a Help Desk Technician in 2018 for 7 months in Falls Church, Virginia. In 2017, he took on the role of Training Instructor at GDIT for 6 months. Additionally, he served as a Tier II Customer Service Representative from 2014 to 2015 and as a Tier I Customer Service Representative for 9 months in 2014.
Title
James Middlebrooks holds the title of Training Instructor at Maximus, with responsibilities centered around workforce planning and training delivery. He has demonstrated significant expertise in this area, supported by 8 years of experience in training administration and development.
Education and Expertise
James Middlebrooks studied Computer Science at Stevens-Henager College, where he earned both an Associate's and Bachelor's degree from 2012 to 2013. He also attended Blountstown High School, completing his studies in 2005. His educational background in Computer Science, combined with practical experience, has equipped him with 4 years of specialized knowledge in information technology, including systems security, upgrades, and application administration.
Achievements
James Middlebrooks achieved a 92%+ customer satisfaction score and a 95% quality rating over 24 consecutive months, indicating a strong ability to meet and exceed customer expectations. He successfully managed the configuration and installation of hardware, software, patches, and printers for over 2,000 users and 1,800 workstations. His effective management of over 30 daily technical incident tickets ensured that he consistently surpassed service level agreement (SLA) and service level objective (SLO) requirements.