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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000

Home: (xxx-xxx-xxxx

Cell: (xxx-xxx-xxxx










Hiring Agent Name





Dear _________________:


Are you seeking a results-focused, solutions-oriented IT Professional to support your company in maximizing performance?  I am currently exploring new opportunities, and am interested in joining your team.  To acquaint you with my qualifications, I m submitting my resume for your review.  In advance, thank you for your time and consideration.


As demonstrated, I offer over 20 years of combined experience in managing helpdesk operations and providing IT/business consulting. I excel in driving projects through timely, cost-effective delivery, building and leading productive teams, defining and resolving inefficiencies, and optimizing overall operational performance.  I also possess strong communication skills vital to determining and responding to customer needs and forging proactive vendor relationships.  


As a member of your leadership team, I will consistently exhibit a strong commitment to quality and a dedication to playing a large role in achieving and surpassing goals.  I am eager to meet with you to discuss how my qualifications support your current and prospective needs, and welcome the opportunity to interview at your earliest convenience.


Professional regards,




Yyyyyy x. yyyyyy






Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000

Home: (xxx-xxx-xxxx

Cell: (xxx-xxx-xxxx



~ Objective ~


Senior-level IT Specialist eager to contribute comprehensive technical knowledge as well as dynamic leadership, consulting, analytical, and project administration talents toward actively supporting a progressive organization in optimizing results.



~ Areas of Expertise ~


         Substantial experience in planning, directing and implementing IT projects focused on boosting efficiency, competitive positioning, and operational performance.

         Results-driven leader who effectively builds, trains, coaches, mentors and leads top-performing teams.

         Cost-effectively administers multi-million dollar budgets and assets.

         Outstanding blend of expertise in procurement of new technology, vendor relations, and contract negotiations and administration.

         Excels in directing helpdesk functions, requiring superior problem solving, prioritization, and multi-tasking capabilities.

  • Reputation for integrity, work ethic, and interpersonal, presentation, and communication skills.
  • Facilitates smooth communication between staff and senior management, and expedites workflow to attain organizational objectives.
  • Creates and executes administrative and operational procedures to eliminate redundancy, accelerate daily business efficiency, and minimize expenses. 



~ Professional Experience ~


Blockbuster Entertainment Inc., Dallas, TX, 1996 to 2006

Advisor, Franchise Business Systems          (2004 to 2006)

         Served as liaison and business consultant to U.S.-based franchisees (1,500 stores) regarding IT-related initiatives.

         Relied upon to provide 3rd level support for technical issues experienced at stores.

         Spearheaded mandatory Technology Refresh Program for all outdated hardware throughout franchises; successfully leveraged used computer systems and equipment to capture significant savings.

         Played a pivotal role in Corporate Credit Card Authorization Upgrade Project by representing franchise community in all business decisions related to procurement and installation of hardware, as well as disposal of old equipment; expeditiously orchestrated rollout schedule which effectively met banking institutions deadline.


Manager, Production Support        (2003 to 2004)

         Exercised sound organizational strengths to navigate quality assurance efforts for POS software releases, oversee POS configuration, and validate new hardware prior to deployment in stores.



Yyyyyy x. yyyyyy ~ Page 2 of 2


Professional Experience continued


Help Desk Manager      (1996 to 2003)

  • Directed 60+ employees in administering 24x7 help desk which supported 5,000 stores in the U.S., Canada, Guam and Saipan.
  • Monitored responses to an average of 1,000 daily calls and ensured resolution rate met or exceeded 80%, with remaining calls escalated to Level II support or onsite repair vendor. 
  • Applied dynamic staff leadership expertise to perform interviewing, hiring, training, evaluations, and salary administration.
  • Resourcefully defined, analyzed and monitored adherence to established budgets; exhibited superior talents in cost control.
  • Managed and frequently assessed performance of onsite repair vendors, and handled outsourcing contract for IT Logistics Center.
  • Championed upgrade of communication network between stores from dial-up to VSAT utilizing existing resources.
  • Led efforts to achieve seamless upgrade of credit card authorization process from stand-alone to a POS integrated system.
  • Procured and implemented a Problem Management System and Telephone Call Routing system.
  • Developed and initiated performance tracking program for all Customer Service Representatives, enhancing annual performance appraisal process and elevating staff productivity by 20%.


Earlier experience includes role as Help Desk Supervisor, PNC Bank, Pittsburgh, PA, 1989 to 1995.



~ Education ~


BSBA in Business Information Systems

Robert Morris University, Coraopolis, PA




~ Training & Certifications ~



Certified Help Desk Manager & Certified Help Desk Analyst, Help Desk Institute


ITIL Essentials


Management Training, Blockbuster, Inc.

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