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Yyyyyy x. yyyyyy
0000 xxxxxx xxxx , xxxx , xxxxx 00000
xxx-xxx-xxxx (Home)
abc@xyz.com
Citizenship: USA
Veteran s Preference: N/A
Job Announcement: 76 05 0003-2008-0007
Department:
Department
of Homeland Security - Federal Law Enforcement Training Center
Core Competencies
IT Management, Workstation Administration, User Support, Help Desk Support, Customer Service, Project Management, Operations Management, Supervision, Workflow planning, Research and Development, Administrative Operations, Office/Clerical Functions, General Accounting
Professional Experience
6/2004 C Present
Supreme Court of the United States
Washington, DC
Workstation Administrator
Relied upon to contribute strong leadership qualities toward serving as Acting Supervisor as needed. Efficiently manage broad scope of workstation functions ranging from ghosting, patch management (PatchLink), hardware encryption (Safe Boot/Mobile Armor) and workstation management/configuration to software/hardware upgrades and installations, desktop/laptop system troubleshooting and preparation, security and performance/utilization/maintenance monitoring.
Proficiently troubleshoot and resolve technical issues to ensure optimal operational performance and mitigate downtime. Contribute technology expertise as well as strong analytical skills toward researching and developing innovative new software, hardware and peripherals. Effectively develop detailed supporting documentation (On Demand) instrumental to maximizing efficiency and productivity. Provide quality Second-Level Help Desk support. Apply dynamic organization, strategic planning and prioritization skills toward steering projects to meet operational requirements and critical deadlines.
(Supervisor: Charles Tulowetzke, May Contact: NO; Annual Salary: $69,848; Hours per week: 40 +
24/7 call support)
3/99 C 6/2004
International Union of Bricklayers
Washington, DC
Technical Support Specialist
Effectively delivered superior software/hardware support for over 350 on both LAN and WAN systems. Supported MS Office 97/2000/2002 and offered Second-Level phone support to resolve escalated help desk issues. Proficiently configured, set up computers using Windows 95/98/NT4.0/2000/XP, installed/ maintained Norton Anti-Virus and Firewall software, and restored data from backup tapes; gained valuable experience in RRAS, VPN and PC Anywhere. Contributed expertise toward traveling to meeting sites to establish computer network systems. Wrote detailed supporting documentation.
User Support Specialist
Effectively addressed Help Desk calls focused on MS Office and other software packages. Strategically assigned unresolved calls to appropriate staff members for optimal user servicing. Successfully implemented and managed Help Desk HEAT database. Efficiently maintained equipment and software database in Access. Productively managed general administrative/office functions in support of operations.
(Supervisor: Don Jacobs, Phone
xxx-xxx-xxxx (HR), May Contact: YES; Annual Salary: $52,000; Hours per
week: 40+ travel overtime)
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Yyyyyy x. yyyyyy Page 2 of 2
4/96-3/99
Tribles, Inc
Oxon Hill, MD
Accounts Receivable/Collections/Customer Service
Demonstrating solid knowledge of accounting practices and principles, managed broad range of related functions including daily cash receipts reconciliation/balancing, accounts payable backup and customer account problem solving. Proactively contacted delinquent accounts and established payment agreements to maximize cash flow and control financial risk. Conducted credit reference checks and established/ managed new account files.
Education
May 2008
University of Maryland University College
College Park, MD
B.S., Information Systems Management
Certificate in Project Management for IT Professionals
GPA: 3.0/4.0
January 2004
College of Southern Maryland
La Plata, MD
AAS- Information Services Technology
Academic Excellence Award
GPA: 3.4/4.0
Specialized Training/Professional Development
October 1999
Computer Learning Center
Alexandria, VA
Certificate C Information System Technology Support
GPA: 4.0/4.0
Additional Coursework:
Communicating with Professionalism and Diplomacy
Windows XP Configuration and Deployment
Supporting users Running Windows XP
Deployment of VISTA Operating System
Server 2003 Configuration
Microsoft Patch Deployment
Project Management
Communicating with Professionalism and Diplomacy
Writing and Grammar Skills for Managers
Technical Skills
MS Office 97/2000/2002, Windows 95/98/NT4.0/2000/XP/Vista, Access, Norton Anti-Virus and Firewall software, PatchLink, Safe Boot, Mobile Armor, Hardware, Peripherals
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