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yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000

phone: (xxx-xxx-xxxx

abc@xyz.com

objective

 

dedicated helpdesk specialist with excellent it management talents seeking opportunity where outstanding troubleshooting, customer service, and project leadership expertise will optimize performance for a progressive organization.

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key qualifications

 

         proven expertise in developing, enhancing, and executing strategic policies, procedures, processes, and methodologies to optimize support operations.

         capably interprets and responds to helpdesk performance metrics and statistics; polished skills in client interfacing and ensuring 100% satisfaction.

         strong performance in managing, coaching, and motivating a diverse and highly-skilled support team both onsite and remotely.

         solid experience as escalation point for performance-driven infrastructure initiatives.

         strategically aligns it resources, teams, and processes to ensure that established business application slas are met via 24x7 coverage.

         critically identifies negative performance and capacity trends, communicates findings to senior management, and initiates corrective action to stabilize environments.

         exhibits superior problem solving, prioritization, and multi-tasking capabilities.

         facilitates smooth communication between staff and senior management, and expedites workflow to attain organizational objectives.

professional experience

 

henkel corp., rocky hill, ct, 2004 to present

service point supervisor (2006 to present)

         monitor, supervise, and direct employees in providing quality it customer support services.

         review all trouble reports received by it helpdesk and assign to appropriate analyst.

         create and manage escalation procedures, ensure adherence to service levels, and frequently communicate with management to optimize daily performance and customer satisfaction.

         presented with service excellence award and selected among only 2 people region-wide for position on team of potentials, to receive top management training.

         steer sarbanes-oxley compliance for disposal process throughout henkel north america.

         function as local project lead for ricoh printer implementation at five north american sites and pilot site.

         served as project manager for corporate headquarters site closure, move, and new site set-up.

         exercise exceptional versatility as incident and problem manager, network support engineer, and purchasing agent for 6 sites.

 

team lead ats contract (2005 to 2006)

  • applied dynamic leadership talents to manage onsite and remote service technicians.
  • delivered efficient and attentive level ii hardware and software support for local and remote sites.
  • diligently monitored remedy ticket queue to meet service level agreements and seamlessly collaborated with sps in managing helpdesk call volume.

 

lead consultant - teksystems contract (2004 to 2005)

  • demonstrated outstanding technical acumen in building, installing, and testing new pcs, providing level ii desktop support, and coordinating security patches and updates.

 

continued

 

 

yyyyyy x. yyyyyy ~ page 2 of 2

 

professional experience continued

 

  • installed, accurately configured and resolved issues with blackberry handhelds for internal personnel.
  • maintained flawless functioning of videoconference equipment and voicemail systems.

 

offutt systems, inc, greensboro, nc, 2002 to 2003

technical support representative

         proficiently maintained client accounts by upgrading pcs, installing new software, and providing end-user technical support and training on windows operating systems and web-based applications.

         exercised strong multi-tasking expertise to perform server administration, conduct testing on new products and system enhancements, maintain oracle database, design web pages, and assemble workstations for new employees.

         participated in major network redesign initiative.

 

triad mls, high point, nc, 2002

help desk coordinator

  • actively administered help desk operations by performing server maintenance and back-ups, producing database to track equipment, and providing hardware, software, and networking support for 3,000 clients.
  • played an integral role in developing software training classes.

 

earlier experience includes role as computer lab volunteer for greensboro public library, greensboro, nc, 2002.

education

 

diploma in information technology, ecpi college of technology, greensboro, nc, 2001

 

bachelor of science in public health, university of north carolina at chapel hill, chapel hill, nc, 1995

technical certifications

 

a+ certification

css (customer service specialist)

cfoi (certified fiber optic installer)

network + certification (in progress)

computer skills

 

remedy windows operating systems redhat linux sco unix 7.1.1 servers oracle database odbc microsoft office suite cisco routers, switches and hubs windows 2000 server html microsoft front page macromedia dreamweaver pc anywhere sql server

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