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Yyyyyy x. yyyyyy
0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx ▪ abc@xyz.com
Objective
Highly-motivated MBA candidate with leadership, project management and customer service experience within the IT sector eager to contribute to an organization in an entry-level IT business analyst or leadership/business development role. Comptia Network+ Certified Technician
Profile of Qualifications
Management / Leadership
Applied leadership skills toward delivering quality team training programs focused on promoting service excellence; trained and supervised two employees
Developed and implemented new methods, policies and procedures to build high-performance staff and ensure optimal customer satisfaction; generated positive customer feedback
Maintained consistent technical/network support standards by developing and writing operation processes and procedures; created several official documents and step-by-step procedures for training purposes
Developed strong business relationships while interacting with internal and external technology support organizations and implemented official escalation procedures as required
Recognized as Airman of the Quarter four times and received Airman of the Year award
Customer Service
Enhanced customer experience and achieved high levels of customer satisfaction by ensuring service standards were consistently met/exceeded
Successfully managed customer related incidents through effective communication and maintained customer loyalty by providing exceptional client support and technical issue resolution through email and over the phone
Enhanced customers knowledge of services; effectively answered service related inquiries and communicated differences in internet plans and service types to customers
Assisted in facilitating faster processing times and produced higher customer service rates by creating a customized customer database
Technical / Network Support
Increased efficiency by performing initial tier 1 troubleshooting to resolve production incidents; reduced the impact of priority 1 incident outages by timely escalation and engaging proper contacts
Supported customer loyalty by providing stable, dependable network services across multiple platforms through monitoring of Enterprise level network; created a report to proactively monitor and mitigate network incidents
Effectively resolved problems and maintained LAN/WAN operations by collaborating with network facility and hardware/software vendors
Ensured the provision of data or other telecommunications access to customers and utilized network management applications to identify faults
Upheld communication and documentation requirements by managing incidents using ticketing management system and communicating status updates to associates/management via approved communication processes
Oversaw the entire migration of company s anti-virus platform form MacAfee to Kaspersky
Upgraded and imaged lab workstations which contributed to more efficient test taking and increased completion times
Revised customer information base with user friendly and easy accessible features
Improved survey layouts and the method in which surveys were created / printed by exploring more practical uses of internal applications
Actively assisted in a large-scale network remediation project
Yyyyyy x. yyyyyy Page 2
Education
MBA, Keller Graduate School of Management, Chicago IL, in-progress, graduate October 2010
B.S. Network Communications Management (Cum Laude), DeVry University, Chicago, IL, 2009
Professional Experience
Network Technician, TransUnion LLC, Chicago, IL, 2009 Present
Help Desk Associate, Peryam and Kroll Research Corp., Chicago, IL, 2008 2009
Internet Support Specialist, Cars.com, Chicago, IL, 2008
Guest Service Representative, U.S. Air Force, Whiteman Air Force Base, MO, 2005 2007
Document Production Clerk, Peryam and Kroll Research Corp., Chicago, IL, 2004 2005
Logistics Support Clerk, Lear Siegler Services Inc., Schweinfurt, Germany, 2002 2003
Yyyyyy x. yyyyyy
0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx ▪ abc@xyz.com
Date
Hiring Agent Name
Title
Company Name
Address
City/State/Zip Code
Dear__________________:
I am currently seeking a challenging career opportunity in a (INSERT ACUTAL TITLE OF TARGET POSITION) capacity and am submitting my resume for your review. In advance, thank you for your time and consideration.
As demonstrated in the accompanying resume, I am currently in the process of completing my Masters of Business Administration Degree at the Keller Graduate School of Management. Concurrent with academic pursuits I have built a successful career in the IT customer/network services field. My unique blend of technical expertise and dynamic team building, managerial and project administration skills should translate to immediate and long-range results for your organization in a management role. My high level of self-motivation combined with my leadership skills have enabled me to effectively train and mentor colleagues on various business practices and develop effective policies and procedures that enhance current business practices. I excel in planning and coordinating workflow to meet critical timelines and performance goals while effectively building and maintaining dynamic client relations and consistently focusing on productivity, efficiency and quality.
As an employee, you will find me to be a driven team player committed to supporting you in achieving your objectives through superior performance. I am confident that I could be a valuable asset to your firm, and look forward to interviewing with you in the near future.
Sincerely,
Yyyyyy x. yyyyyy
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