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Yyyyyy x. yyyyyy

239 Valley St Xxxxxx, XXXXXX xxxxxx (xxx-xxx-xxxx Abc@xyz.com

 

Experienced Help Desk Analyst

Remote User Support / Dedicated to Customer Service / Quality Assurance / Provide Resolution

 

Serve as Key Liaison for Technical Support for internal and external clients.  Provide timely and accurate problem resolution specialist for software, hardware, local and wide area network problems.  Effectively analyze and resolve client issues by addressing root causes and communicating methodologies to clients.  Superior knowledge of computer operating systems, software applications, hardware configurations, and communications software.  Excellent  verbal and written communication, analytical and problem solving skills as well as the ability to adapt to a frequently changing technical environment. 

Key Skills Summary

 


w  Meet Deadlines & Exceed Expectations

w  Quick to Foster Confidence/Gain Trust

w  Internet Information Systems

w  Infrastructure Planning

w  Hardware/Software Installation

w  Maintain Current Industry Knowledge

w  Excellent Communication Skills

w  Detail Oriented and Organized

w  Networking and Computer Systems

w  Troubleshooting and Diagnostics

w  Installations and Upgrades

w  Call Center Applications


 

Professional Profile

 

w  Extensive knowledge of remote user support, VPN, wireless technologies, client applications and troubleshooting.

w  Self motivated with the ability to work independently to manage high volume trouble calls.

w  Superior verbal and written communication skills as well as a professional and polite telephone mannerisms, ability to put clients at ease and gather the necessary information to resolve issues.

w   Ability to drive IT management initiatives to maximize performance and serve the needs of end-users. 

w  Thrive in a fast paced, high volume environment and provide superior customer service to both internal and external clients

 

Professional History

 

ISO, Jersey City, XXXXXX (2002 to 2008) - Help Desk Analyst

w  Provided problem solving and resolution for over 600 trouble tickets monthly, and succeeded in resolving 93% of calls within the first tier troubleshooting level.

w  Performed password maintenance, updated distribution lists, code changes and user data base permissions in a fast paced, high volume environment.

Yyyyyy x. yyyyyy

239 Valley St Xxxxxx, XXXXXX xxxxxx (xxx-xxx-xxxx Abc@xyz.com

Page 2

 

w  Provided effective and accurate support to the internal and external client base of insurance agents, and other corporation utilizing ISO proprietary applications and systems.

w  Leveraged extensive knowledge of performance requirements to monitor online forms and feedback for quality control reporting.

 

MAIL.COM (formerly NetMoves), EDISON, XXXXXX (2000 to 2002) - Technical Support - Tier II

w  Provided email administration support for a web-based solutions organization.

w  Maintained organizational email virus protection systems, and provided email and email-to-fax accounts upon request.

w  Responded to internal client inquiries, troubleshot applications issues and provide ongoing email administration support

 

Northeastern Resources, Bloomfield, XXXXXX (1998 To 2000)

Provided onsite Customer Service and Technical Support as a Representative of this staffing organization.  Assigned to the Nextel and AT&T accounts as a Customer Service Representative.

 

NEXTEL, East Rutherford XXXXXX (1999 to 2000) - Customer Service Internal Sale Support Representative

AT&T Wireless, Paramus, XXXXXX (1998 to 1999) - Customer Service Representative

w  Provided superior customer service and problem resolution for clients; responded to inquiries regarding billing and quality concerns, coordinated technical support, and provided feedback to ensure customer service satisfaction.

w  Interacted with finance, credit and collections departments to resolve billing issues, processed adjustments, and escalated calls as needed.

w  Prepared management reports detailing call activities, and effectively managed over 100 calls per day.

 

Education and Certifications

 

Passaic County Community College - Paterson, XXXXXX - Business Management Courses

Jersey City State College - Jersey City, XXXXXX - Business Management Courses

 

CompTIA Network+

CompTIA A+

HDI Certification Help Desk Analyst

 

 

 

 



Yyyyyy x. yyyyyy

239 Valley St Xxxxxx, XXXXXX xxxxxx (xxx-xxx-xxxx Abc@xyz.com

 

 

<Date>

 

<Hiring Contact Name>

< Title>

<Company Name>

<Address>

<City, ST Zip>

 

Dear Mr./Ms. ____:

 

I have exxxxxxoyed much success in my career as a Help Desk/Support Technician, and am ready to take on new responsibilities and challenges.  Please accept this letter and resume as application for the position of <position here> with <company here>.  After reading the job description on <site here>, I am convinced that my experience and skill set is a perfect match. 

 

I am seeking a handle a high-volume, fast paced work environment and can troubleshoot nearly any technical issues that arises.  I am a loyal, hard-working and dedicated professional with a track record of leading process improvement initiatives that result in a higher level of reliability and customer satisfaction.

 

My ability to solve complicated technical issues and handle any urgent situation is a reflection of my diverse attributes.  The technical expertise I have to offer, along with the ability to support network integration, installation and upgrade projects initiatives seems to fit the qualities that you are seeking in a candidate for the position of <position here>.

 

The accompanying resume can give you an overview of my potential for making a worthwhile contribution to <firm or company name>.  As a proven leader, I believe it would be mutually beneficial for us to meet.  I will call next week to inquire about the possibility of meeting to discuss your organization s goals and how I can help you meet them. 

 

Thank you for your time and consideration.

 

 

 

 

 

 

 

 

 

 

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