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yyyyyy x. yyyyyy

(xxx-xxx-xxxx •



profile of qualifications


solutions-focused technical support professional specializing in operations management, team building, it troubleshooting, training / development, and customer service eager to offer it credentials and extensive experience toward driving an employer s success.  top-performer with the ability to strategically plan, prioritize, and coordinate it workflow to maximize productivity, efficiency, and quality.  proven expert at translating complex processes into easy-to-understand formats.  ambitious self-starter who demonstrates superior attention-to-detail.



key areas of expertise


operations management                         it support / troubleshooting                    configurations / installations                      strategic analysis

training / development                           quality team building                                customer / client services                        p&l management



professional development


mcse windows 2003 c mcp certified / xp desktop administrator / dell certified           new horizons computer learning center

extensive information technology (bit) coursework                                                                                        clayton state university



professional synopsis


customer service representative, select staffing                                                                                                              2009 c present


         contribute broad scope of industry knowledge toward assisting customers with payment processes, as well as providing prompt phone transfers and detailed training efforts in coordination with successful utilization and application of blackberry software.


store manager, mfc wireless / verizon wireless                                                                                                                                   2009


         applied dynamic leadership talents toward directing high-volume store operations to include handling all sales reporting, budgeting, accounting, and vendor relations to reflect positively on business productivity, corporate well-being, and customer satisfaction.

         achieved ranking within the top 3 locations out of 10 regional sites, along with attaining the highest sales growth during a monthly contest and garnering recognition as a model store for the region.

         drove business growth by recruiting, training, and managing top-performing employees, along with planning and delegating staff assignments to maximize use of resources and meet retail store objectives.

         demonstrated sharp analytical abilities toward effectively monitoring all inventory activities and investigating any discrepancies as necessary, along with coordinating all shipping / receiving, merchandising (plan-o-grams), and store maintenance activities.


store manager, tcs, inc.                                                                                                                                                                   2006 c 2009


         formulated strategic business decisions based on analysis of regular sales summaries, along with developing key sales / marketing initiatives and promotional events to introduce new products and attain maximum profits for continued marketplace success.

         interviewed and hired top candidates and delivered strong new hire / ongoing staff development training to optimize performance.


call center team lead, verizon / ryla                                                                                                                                                       2008


         led a solutions-driven 45-member team within a fast-paced call center to include supporting the recruitment of 100+ employees; cost-effectively scheduling agents to maintain appropriate staffing levels; and providing coaching to enhance individual performance.

         spearheaded improved productivity by designing and implementing new business forms based on company policies / procedures.

         played a vital role in delivering high-quality customer service by providing technical support on diverse telephony systems.


support analyst, dekalb medical                                                                                                                                                    2005 c 2008


         optimized technical processes by providing support for clinical and business applications to include monitoring is help email / voicemail, pulling tickets, and resourcefully assigning work as necessary to complete critical troubleshooting goals.

         configured and installed connectivity software utilizing vpn, citrix, and telnet connections, along with providing desktop imaging for restoring microsoft desktop applications and proficiently training office employees and customers in all technical troubleshooting phases.


computer lab instructor, clayton county board of education kemp elementary school                                            2004 c 2005


         drafted and delivered innovative elementary-level technology lesson plans to include setting up, maintaining, and troubleshooting all computer lab technical problems, as well as supervising student activities on school networks to ensure seamless academic efforts.

         provided comprehensive typing, email, instant messaging, and internet research for students, along with setting up essential files, performing print sharing as required, and troubleshooting all email and network connectivity issues.


yyyyyy x. yyyyyy

(xxx-xxx-xxxx •










hiring agent name


company name


city/state/zip code




i am currently seeking a challenging [ insert job title ] role, and am submitting my resume for your review.


i am excited to build a rewarding career with your organization, and am confident that my professional skills can achieve your objectives.  i can offer 5+ years of solid experience in it troubleshooting, customer support, strategic analysis, and operations management, and am well-versed in configurations / installations, training / development, and workflow prioritization.


to complement my background, please note that i am mcse windows 2003 c mcp certified and dell certified, and am trained as a ms windows xp desktop administrator from new horizons computer learning center.  i also completed extensive information technology (bits) coursework at clayton state university.


during my career, i have worked for such high-profile companies as mfc wireless, verizon wireless, ryla, and tcs, inc.  within these management, call center team lead, and support analyst roles, i developed progressive, cross-functional talents ranging from successfully supervising top-performing staff in handling diverse it functions and directing objective team recruitment processes to providing key it support for clinical and business applications such as configuring and installing connectivity software, restoring ms desktop applications, and providing comprehensive it training for employees and customers.  as this is just a sampling of my background, please kindly refer to my enclosed resume for additional experience.


you will find me to be a fast-learning, solutions-focused professional who can contribute superior attention-to-detail and sharp analytical abilities.  in addition, i can plan, delegate, and complete multiple assignments within deadline-driven environments while streamlining it processes to increase efficiency.  for the sum of these aforementioned reasons, i believe i will prove to be an incredible asset to your team.


i look forward to hearing from you in order to discuss an available opportunity for which i am qualified.  i may be reached as indicated, and thank you in advance for your time and consideration.






cheryl thomas

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