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yyyyyy x. yyyyyy                                                    0000 xxxxxx xxxx , xxxx , xxxxx 00000




solutions-focused information technology professional eager to contribute technical expertise as well as dynamic project management and operational enhancement abilities in a senior software/hardware developer/engineer assignment.

career profile

ø  m.s., information systems with focus on systems analysis and design.

ø  b.s., information technology.

ø  over nine years experience with an international leader.

ø  cisco icm certification.

ø  award winner for outstanding performance.

ø  in-depth hardware and software background.

ø  expertise in writing/configuring avaya acd call center site switches.

ø  background in wide-ranging facets of installation, configuration, administration and troubleshooting of advanced systems.

ø  expertise in cisco icm programming and consulting.

ø  capable of providing exceptional network/user support.

ø  skilled in customer service escalation service environments.

ø  strong evaluative, assessment and diagnostic capacity.

ø  demonstrated capacity in multiple operating systems and networking reconfiguration.

ø  proficient in software testing and development.

ø  background in effective project management.

ø  contributor in increasing proficiency.

ø  well-organized multi-tasker with strong detail orientation.

ø  adept in aligning it contributions with organizational objectives.


technology skills

advance sql


visual basic


java script

office suites



visual studio

sql server



professional experience

american express travel-related services company                                                                 1997 c present

senior telecommunication analyst (2001-present)

       promoted to oversee writing/configuring of avaya acd call center site switches.

       perform real-time strategic and tactical cisco icm programming and consulting according to business objectives.

       have gained expertise in avaya vectoring and multiple database interactions with the cisco intelligent contact management (icm) application.

       design/implement multiple call routing strategies within network interactive voice response (nivr) and various peri voice response boxes.

       build and maintain sql servers.

       conduct mis querying and data modeling.

       provide 24 hour on-call technical support to address call routing issues and analyze root cause issues.

       support imr/bridge calls.

yyyyyy x. yyyyyy

page two





       coordinate business continuation planning (bcp) disaster/system recovery, site closures (planned/unplanned) and staffing and/or environmental weather problems.

       facilitate general mis sql data modeling and storage procedures.

       maintain currency on all system information, changes and updates.

       designed and implemented 2007 american express chairman award winner project for innovation.

       launched fraud desktop initiative, with $1.8mm revenue savings.

       initiated dial transfer data/voice enhancement with $155,000 savings.

       introduced voice/data initiative with $349,000 cost reduction.

       developed eligibility desktop initiative with a cmv producing $7mm reduction.

       produced priority queue routing structure (tsc to corporate svc) for $17,000 cost lowering.

       recipient of 2008 outstanding accomplishment award for high revenue generated project.





earlier background

prior to 2001, served trs as operations analyst ii.  in this assignment coordinated with technology and business groups to enhance client relations, desktop system support and business contingency planning.  also, managed call center personnel, researched network functions and resolved urgent business issues.





university of phoenix, phoenix, az

master of science, information systems, 2009

relevant coursework:

systems analysis and design management, project management, programming, networking, telecommunications, web management, database management


bachelor of science, information technology, 2008

relevant coursework:

acquisition of theory and technical competencies of it



yyyyyy x. yyyyyy                                                    0000 xxxxxx xxxx , xxxx , xxxxx 00000






cover letter text






hiring agent name


company name


city, state   zip code


dear                   :


i am currently seeking a challenging career opportunity in a senior hardware/software developer/engineer assignment and am submitting my resume for your review.  in advance, i thank you for your time and consideration.


as demonstrated in the accompanying resume, my professional qualifications include a m.s. information systems, a b.s., information technology, and over 13 years of successful experience with american express travel-related services.  to complement this background, i possess demonstrated expertise in avaya acd switches, cisco intelligent contact management (icm), call routing strategies, data modeling and business continuation planning (bcp), as well as strong analytical, problem-solving and managerial capabilities.  as an employee, you will find me to be an enthusiastic and disciplined 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 to further discuss my areas of experience and expertise that would be a contribution to your organization.









yyyyyy x. yyyyyy













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