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Yyyyyy x. yyyyyy
5600 Starwood Court Xxxxxx, XXXXXX xxxxxx xxx-xxx-xxxx abc@xyz.com
Senior Support Analyst
Performance-driven Senior Support Analyst with Masters Degree in Information Systems, eager to contribute technical proficiencies as well as dynamic project management skills toward supporting operations of a progressive organization. Exceptional ability to provide superior technical support to both internal and external clients. Track record of driving system capabilities to maximize business performance and minimize costs. Success in leading the integration of complex solutions in a high profile, fast-paced environment. Respected professional with the ability to analyze and disseminate technical information to audiences of all levels. Core competencies include:
Persuasive and Effective Communicator
Project Management Principles
Planning Methods/PERT/CPM/GANTT
Hardware/Software/Database Management
Lead Complex Networking Strategies
Multiple System Maintenance/Administration
Manage Data/Voice/Wireless Networks
Meet Deadlines & Exceed Expectations
Quick to Foster Confidence/Gain Trust
Infrastructure Planning
Maintain Current Industry Knowledge
Detail Oriented and Organized
Troubleshooting and Diagnostics
Installations and Upgrades
Technical Proficiencies
Software Applications: Oracle 8i, Microsoft Access, FrontPage, HTTP, Internet Explorer, Visual Studio Visio, ASP, IIS, Visual Interdev, and Excel
Programming Languages: Visual Basic, PL / SQL, XHTML, VBScript, JavaScript, COBOL II, Assembler, JCL, and Fox Pro 2.5
Operating Systems: Windows Vista / 2000 / XP / NT / 98, Linux, and UNIX
Network Administration: Networking Design, Ethernet, Token Ring, FDDI, TCP / IP, IPX / SPX , NetBEUI, Linux Scripting, IP Addressing and Subnet Masking
Education
Keller Graduate School Of Management, Xxxxxx, XXXXXX,
2007: Master s Degree, Management Information Systems
In Progress: Graduate Certificate, Project Management
DeVry University, Alpharetta, GA, U.S.A.
2003: Bachelor of Science, Information Technology
Professional History
2009 to Present: Medical-Edge Health Group, Dallas, XXXXXX - Senior Support Analyst
Leverage strong IT and exceptional technical skills to effectively troubleshoot and resolve functionality issues related to Win9x, NT, and Windows 2000, Network Connectivity, TCP/IP configuration, upgrades, and Internet connectivity.
Effectively resolve issues, queries, emergencies and complaints affecting quality or availability of services; collaborate with 3rd party technical support to provide rapid resolution.
Provide oversight and employee development leadership for IT Personnel; maintain accountability for help desk procedures and staff performance.
Provide training to user support specialists on procedures and coach them on technical and customer service skills.
Maintain accurate documentation on all calls, and track customers issues in help desk database.
Yyyyyy x. yyyyyy
5600 Starwood Court Xxxxxx, XXXXXX xxxxxx xxx-xxx-xxxx abc@xyz.com
Page 2
Configure Microsoft Windows desktop support and network connectivity for 3000 users; administer, monitor, and resolve issues with LAN, Networks and local Printers.
Demonstrate sharp analytical and problem solving skills in troubleshooting to minimize downtime, optimizing productivity and business activities; communicate with internal and remote clients to resolve navigation issues and configure network settings.
Maintain oversight for Active Directory account administration, file system architecture, and operating systems.
2003 to 2008: Chartone, Irving, XXXXXX - Senior Software Support Analyst
Provided remote support for 100+ hospital accounts; integral in ensuring optimized production, reduced downtime, and critical functionality for coders and administrators.
Led mission-critical software implementation initiatives; contributed to the successful installation and configuration of company-wide commercial and proprietary applications.
Troubleshot and resolved many complex technical issues; maintained a low escalation rate, and contributed key improvements in product development responses by creating processes to test multiple products concurrently.
Authored technical instruction on hardware and software applications; facilitated hands on group training, and provided after hours technical support for Network, Help Desk, and Client / Server environments.
Gained reputation as a resourceful and knowledgeable support analyst with the ability to troubleshoot nearly any technical issues and ensure end-user satisfaction.
1998 to 2003: IBM, Atlanta, GA - Help Desk Analyst
Provided high level support and effectively resolved technical issues to optimize business performance; maintained a 70% solve rate, and ranked among the top 5% performers, companywide.
Facilitated technical support for internal and external clients; contributed toward revenue generation activities by effectively securing long-term warranty products.
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