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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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