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yyyyyy x. yyyyyy 0000 xxxxxx xxxx , xxxx , xxxxx 00000
(xxx-xxx-xxxx • abc@xyz.com
solutions-focused it specialist seeks challenging growth opportunity to contribute expertise in systems analysis, network operations support, team building and client relations toward optimizing a company s bottom-line performance
profile
ø multi-faceted it engineer with skills ranging from a+, net+ and mcse expertise to notable experience in running cat 5, cat 3, 25 and 100-pair cable for various office buildings
ø create and implement best practice methodologies and continuous improvement programs to achieve strategic and cost-effective alignment with overall corporate goals
ø thrive within high-pressure, deadline-driven environments and strategically plan, prioritize and coordinate team-driven workflow to maximize operational productivity, efficiency, and quality
ø contribute dynamic multitasking skills, including quickly diagnosing and adjusting it systems to meet special conditions, resolving complex it challenges, and maintaining high-level standards
~ education/training and technical proficiencies ~
bachelor of science, engineering and applied sciences (2002) southern methodist university, tx
associate degree (1999) houston community college, tx
microsoft certified professional; comptia network+ certification
software: windows 2000, windows 2000 server, windows 98, windows nt and windows xp; microsoft office suite; manage now, peregrine service center (gss), heat, bmc, good management console, blackberry manager, rsa authentication manager, financial software s active directory and sap
hardware: toning/troubleshooting communications systems
professional experience
technical system analyst ii, stanford financial group 2008 c present
ø efficiently perform hardware/software installation, configuration, maintenance and upgrades to stanford workstations, laptops and printer
ø competently install and support variety of financial software such as bloomberg, thomson one, net x pro and other workstation hardware issue; create desktop and laptop images when necessary
ø skillfully respond to blackberry/treo issues on user s cell phones; skilled at quickly resolving incidents triggered by call support analysts
ø thrive at offering onsite support for traders, brokers and stanford users, and providing special training for stanford users and clients
ø ensure highest of quality standards and assurance services for workstation images prior to deployment
ø show proficiency at making remote site visits assigned by escalation manager, and collecting appropriate data regarding hardware, software, and user issues
ø effectively collaborate with third-party vendors and stanford it operations support personnel to resolve tickets requiring their assistance
ø offer team-oriented core attributes with help desk staff on individual projects as well as after-hours, on-call services scheduled on weekly rotation
call support analyst i, stanford financial group 2007 c 2008
ø served as go-to line of support on incoming end-user help requests via phones and email
ø performed excellent post-resolution follow ups to help satisfy all requests; created new accounts/distribution list, and new mail boxes within active directory
ø responsible for troubleshooting financial software, blackberry and treo systems and computer hardware/software issues on first-level basis
ø featured superb remote-user support at various stanford locations and on-site requests for 2nd-level support
ø maintained and monitored crucial it services and performed critical checklists, ensuring optimal operations
ø volunteered second-level assistance or help desk support whenever time permitted
technical support analyst, kellogg, brown and root (kbr) 2005 c 2007
ø featured noteworthy team-oriented first-level technical support for kbr employees
ø troubleshooted hardware and software on company pcs, laptops and printers; assisted clients with microsoft office issues, file sharing and third-party software
ø skilled at quickly solving microsoft outlook problems on user-profile level
ø managed and maintained user account password resets using active directory; performed network and local printer configurations, offered remote user support on vpn network via password reset, and effectively helped users with vpn connectivity and other software installations via company network
ø displayed exemplary user assistance relative to sap issues, and map printers through sap/password reset
ø designed and managed technical documentation and procedures for department knowledge base and peregrine ticket system
ø demonstrated excellent communications skills in training other technical support analysts on system processes, procedures and responsibilities
help desk analyst, jp morgan chase/hewlett-packard 2004 c 2005
ø primarily assigned desktop support to jp morgan chase employees, including isolating, identifying and resolving call center hardware and software issues in timely fashion
ø managed variety of software including windows xp, 2000 and nt4, lotus notes v6, office 2003 and hardware comprised of dell desktops and laptops, hp printers and other peripherals
ø coordinated on-site support with desk-side technicians in event help desk was unable to resolve issues
ø proficiently resolved issues presented by upset pc users, ultimately maintaining and ensuring the accuracy of pc inventory database
ø skilled at training help desk analyst peers in regards to job protocol, standards, processes and responsibilities
technician, smart city networks 2003 c 2004
ø effectively ran cat 5, cat 3, 25 and 100-pair cable for several high-profile reliant park events, including super bowl xxxviii, the houston rodeo and the auto show
ø staged stadium phone systems in various locations, including toning, troubleshooting and maintaining system dial tones; successfully ran and terminated terminate cat5 ethernet used on fiber backbone
it technician, bank one/hewlett-packard 2003
ø responsible for backing up data and settings for various network pcs; restored data/settings throughout network using backup and restore utility
ø configured windows 2000 and xp imaging to various computers on company network
it contract, power time corporation 2002 - 2003
ø provided efficient troubleshooting for network computers, and driver upgrades for printers, nic cards, and other hardware components; also upgraded computers to windows 2000 and xp and executed complete hardware component installations from power supply to nic cards to motherboards and hard drives
ø provided customer phone support relating to operating system and/or network problems
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