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Project Management


Results-focused professional with 10+ years of experience in project management and service delivery eager to support a progressive organization in optimizing performance


Qualifications Profile


Project Management and Leadership:

Ø  Produced multi-million dollar savings by implementing innovative Cisco Unity Technology which eliminated obsolete 3rd party voicemail systems

Ø  Substantially reduced International Toll Free phone costs by over 35K per month by reducing 2-tier numbers and changing services while making it easier for customers to reach the call center

Ø  Proven ability to effectively delegate and leverage teamwork to achieve measurable and quality results; collaborated on a global vendor reduction project which reduced outsourced companies from 12 to 4 resulting in consistent, quality customer service while creating cost savings

Ø  Strong background managing cross-functional projects with multiple dependencies and constraints; managed and led the resolution of day-to-day escalation from teams

Ø  Oversaw full-scope responsibilities for managing multiple software development projects, including directing, coordinating and exercising functional authority for all planning and integration

Ø  Promoted service excellence by providing hands-on leadership while directing the execution of all technical project management activities, including technical support and troubleshooting assistance

Ø  Experienced in full-cycle project management, including gathering project requirements, initial cost analysis, developing and drafting project plans and full-scale execution while mitigating risks

Ø  Built strong business relationships as a liaison between several different departments; effectively managed after-production issues (maintenance and support)


Training and Development:

Ø  Extensive experience coaching and developing virtual team members; effectively trained a global outsource support team to deliver outstanding and timely service

Ø  Successfully created an ITIL based Configuration Management Team

Ø  Identified and addressed overseas engineer skills gaps; created and delivered specialized training to enhance service delivery

Ø  Exceptional presentation skills; delivered face-to-face and web-based Train-the-Trainer programs

Ø  Expertise in measuring and tracking employee retention as well as developing proven strategies to reduce employee turnover

Ø  Recruited, mentored and supervised staff in the delivery of quality service

Ø  Talent for clearly communicating highly technical information in a comprehension format both formally and informally to a variety of target audiences; delivered executive briefings and employee presentations


Customer Service:

Ø  Ensured contract renewals by delivering superior customer service while effectively managing client relationships; track record for achieving or exceeding client goals

Ø  Ability to quickly grasp a strong understanding of customers technical environment and operations

Ø  Superior negotiation and conflict management skills



Career Track


CISCO SYSTEMS, INC.                                                                                                   2006 C Present

Business Analyst C Customer Contact Center Frontline & TAC, San Jose, CA, 2008 - Present              

Customer Relations Manager - Cisco Remote Service Support, Austin, TX, 2006 C 2008


STS @ CISCO SYSTEMS, INC.                                                                                            1999 C 2006

Technical Project Manager, San Jose, CA, 2004 C 2006                                                                        

Project Manager/ AVVID Tier 2 Technical Support, San Jose, CA, 2002 C 2004

Voice Services Help Desk Lead / Project Manager, San Jose, CA, 2000 C 2002

Voice Services Help Desk, San Jose, CA, 1999 C 2000


NHANCEMENT TECHNOLOGIES                                                                                         1999 C 2000

Project Manager, Pleasanton, CA                                                                                                         


EDS @ HITACHI DATA SYSTEMS                                                                                       1996 C 1999

Case Management and Client Support, Santa Clara, CA                                                                       


Academic Credentials


Computer Science - RDBS, SQL Queries, MS Apps, FOOTHILL COLLEGE, Los Altos, CA

English & General Education, PORTLAND STATE UNIVERSITY, Portland, OR


Certifications and Technical Skills


Ø  ITIL Foundations

Ø  DMAIC Basic

Ø  MS Office Applications (incl. Access) 


Ø  Visio

Ø  Business Objects

Ø  SQL Queries 

Ø  MCSE Certification for Windows 2000

Ø  Cisco IP Telephony Certification for Training



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