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yyyyyy x. yyyyyy                             11 sherbo crescent, brampton, on, canada l7a 2a1





proficient it professional eager to contribute advanced technology, systems architecture, project management and business support expertise in a challenging it administrator assignment.



career profile

ø  bachelor of science in computer science and over 15 years of intensive it experience.

ø  knowledgeable in systems analysis, testing, quality assurance and application implementation.

ø  effectively interact with diverse groups and professionals at all levels.

ø  well-versed in applications, testing and troubleshooting.

ø  numerous certifications and comprehensive education/professional development.

ø  outstanding capacity to develop and implement advanced applications.

ø  skilled consultant and advisor with proven user support capacity.

ø  record of progression to positions of increasing authority and responsibility.

ø  focus on providing exceptional support to senior management and corporate departments.

ø  deliver exceptional customer service, quality and attainment of organizational objectives.

ø  knowledgeable in systems analysis, testing, quality assurance and application implementation.

ø  effectively interact with diverse groups and professionals at all levels.

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

ø  adept in aligning it contributions with organizational objectives.



technology skills

nice iex totalview 3.x, autonomy etalk qfiniti 1.7 sp2-performance management 2.x-3.x trt/recorder suite 3.x-4.x/advisor suite 3.x, iex totalview workforce management, mercom technologies, genesys solutions software, avaya/avaya voip, nortel/nortel voip, aspect, nec, cisco voip, genesys phone switches, ms-dos, microsoft windows nt 4.0/2000/xp/xp pro/2003 server/exchange 2003, unix services, sql 2000 operating systems, heat, applix helpdesk ticket solution.



professional experience

geisinger health system - sme/wfm/quality, city, state/province                                            2009 - present

senior manager, call center solutions

      bryan, please list an achievement or duty you performed here.

      please list a second achievement or duty you performed here.

      a third achievement or duty you performed here.

      a fourth achievement or duty you performed here.


convergys global consulting services, cincinnati, oh                                                                  2007 - 2009

senior manager

      served as sme/wfm on geisinger health plan account in 2009, quality/csat lead for time warner cable, gcs lead for bayer health care and technical lead on honeywell aerospace projects in 2008, and lead pmo for cardinal health account from 2007 - 2008.

      introduced iex totalview for development of training material, communications and project implementation.

      managed vendor relationships for contact center applications provided by iex, cisco, bell and genesys.



yyyyyy x. yyyyyy

page two




xentrax contact centre solutions, mississauga, on, canada                                                         2001 - 2007

national service manager

      oversaw entirety of corporate information systems on multi-platform, multi-location infrastructure.

      reported directly to company president while managing four direct reports.

      estimated and planned projects, assessed risks, planned for contingencies, tracked progress and managed budgetary and resource issues.

      ensured client satisfaction through constant communication and punctual resolution of issues.

      provided train the trainer certification and tier 1 & 2 support for customers.

      analyzed application gaps, implemented application configurations and developed/executed test plans.



education & certifications

a+ certification

microsoft windows 2000 advanced

microsoft windows advanced nt4

autonomy etalk trained professional

nice iex wfm trained professional

project management professional (pmp) certification

cisco icrc


college, city, state/province

bachelor of science, computer science



professional affiliations

member, north american call center group

member, linkedin

member, toronto call centre group



other experience

prior to 2001, employed by united parcel service scs in capacity of regional information technology manager supporting over 350 desktop computers and crm applications, supervising 4 direct reports and developing staff training lunch and learn programs.


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