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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000

Telephone: (xxx-xxx-xxxx









Hiring Agent Name





Dear ______________:


Are you seeking a results-focused, solutions-oriented IT Professional to support your company in maximizing performance?  I am currently exploring new opportunities, and am interested in joining your team.  To acquaint you with my qualifications, I m submitting my resume for your review.  In advance, thank you for your time and consideration.


As demonstrated, I offer considerable experience in delivering efficient and knowledgeable technical support, a Bachelor s Degree in Network Technology, and significant analytical thinking abilities.  I excel in customer relations, resolving technical issues and deficiencies, and training new employees.  I also possess first-rate communication skills vital to determining and responding to customer needs and forging effective relationships.   


As a member of your IT department, I will consistently exhibit a strong commitment to quality and a dedication to playing a large role in achieving and surpassing goals.  I am eager to meet with you to discuss how my qualifications support your current and prospective needs, and welcome the opportunity to interview at your earliest convenience.


Professional regards,




Yyyyyy x. yyyyyy




Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000

Telephone: (xxx-xxx-xxxx


~ Dedicated IT Professional eager to contribute strong technical acumen, customer service expertise, and troubleshooting talents toward supporting a dynamic company in optimizing bottom-line performance. ~


Qualifications Profile


  • Proficiency in helpdesk operations and possess outstanding capabilities in scrutinizing and diagnosing technical errors and issues, and in effectively guiding end users/callers in rectifying problems.

         Excellent interpersonal, organizational, problem solving, and documentation skills.

         Highly skilled at installing, configuring, fine-tuning and maintaining hardware, software, platforms and peripherals.

         Strategically combine veracity, sharp prioritization skills, and a team player work ethic toward consistently meeting or exceeding employer expectations.

         Extremely versatile; easily adapt to new roles, responsibilities, technologies and environments.

         Capably strengthen helpdesk/call center performance metrics and statistics; polished skills in client interfacing and ensuring 100% satisfaction.

         Proven performance in training, coaching, and motivating technical support personnel.


Professional Experience


US Bank (formerly Downey Savings and Loan), Glendale, AZ, 2006 to Present

Business Technology Analyst III

System Support Specialist III

  • Apply dynamic troubleshooting talents toward expeditiously resolving hardware and software issues for 170+ branches and departments comprised of 2,200 employees bank-wide. 
  • Concurrently support online customers in use of banking and wholesale loan website.
  • Exercise flexibility and outstanding communication skills to assist and guide employees, business partners, vendors and customers in successful use of company s loan applications.
  • Log calls via Remedy system, provide documentation for knowledge base, and consistently meet all call statistic requirements such as call-to-ticket ratio, abandoned calls, logged in and ready times.  
  • Trained and mentored new employees in use of systems and applications, and relied upon for assistance and guidance by Level I and II Support Specialists.




Yyyyyy x. yyyyyy ~ Page 2 of 2


Professional Experience continued ..


  • Diligently monitor all ATM activity to ensure optimum functioning and performance.
  • Perform comprehensive testing following technology and/or software upgrades to ensure quality control.


2Wire, Tempe, AZ, 2005 to 2006

Level II Technical Support Representative

  • Demonstrated exemplary customer service expertise in assisting callers in setting up, installing and configuring wireless router/DSL modem and achieving connectivity via SBC Global, AT&T DSL, and Qwest DSL vendors.
  • Received and efficiently responded to calls escalated from Level I agents locally, oversees, and from outside vendors.
  • Maintained excellent call statistics inclusive of average handle time, first call resolution, agent quality score, and customer satisfaction surveys.
  • Requested by management to train newly-hired Level I and II Agents.
  • Consistently focused on achieving and maintaining an average agent quality score of at least 95%.




Bachelor of Science Degree, Network Technology, Collins College, Tempe, AZ, 2005


Technical/Computer Skills


Cross-Platform Proficiency:           Windows 98/2000/XP/Vista and Mac operating systems

Remote Administration:                  LANDesk, Dameware, VPN, RDP

Incident Tracking:                            Remedy

Loan Submission Software:            Empower, Point, Genesis, Emcompass

Servers:                                             Windows Server 2000/2003, Citrix presentation server

Software & Tools:                            Active Directory, Netware Administrator, Microsoft Office    (Outlook, Word, Excel), Quicken, Microsoft Money

Internet Browsers:                           Explorer, Mozilla Firefox, Safari

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