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yyyyyy x. yyyyyy    

0000 xxxxxx xxxx , xxxx , xxxxx 00000




career objective                              


adaptable it professional seeking to leverage proven track record of effective desk-side and end-user, team, and project support to optimize progressive organization s productivity and profitability.




ø  in-depth knowledge of pc hardware, applications, desktop operating systems, and network functionality; repeated success providing timely response to all outstanding issues and minimizing recurrence through wide range of training and error-avoidance resources.

ø  effective leadership skills honed through progressive roles within high-paced, demanding environments that required balancing of numerous tasks with varying degrees of priority.

ø  excel in big-picture thinking while energizing teams and building consensus among disparate groups in order to make things happen .

ø  reputation for strong work ethic, exceptional commitment to customers, industry knowledge, approachability and ability to get the job done by focusing on priority tasks, responding to sense of urgency and tenacious commitment to results.


core competencies

remote assistance & evaluation

large-scale migrations

life cycle support

knowledge base development

configuration management

documentation & presentations

troubleshooting & resolution

policy & procedure development

meetings & seminars

project management

preventative maintenance

problem escalation

team leadership & training

root-cause analysis

inter-company communication


technical proficiencies


microsoft office suite (word, excel, powerpoint, outlook, access), lotus notes, jcl, tso, roscoe, ca-1/7/11, cics, ccc, librarian, ndm


windows (9x/nt/xp)




  held pivotal role as team lead during major migration of convergys corporation s chicago-based mainframe ops group to corporate headquarters in cincinnati.


professional experience                


convergys corporation-cincinnati, oh & chicago, il                                                       1996 to present

associate of operations (2001 to present)

  execute large-scale, strategic, team-based projects for development and augmentation of it processes and procedures servicing internal and external client groups.

  coordinate high-performance programming teams, regularly delivering training and educational support through project meetings and one-on-one interaction.

  engage configuration management needs of internal clients by managing security features and assurances through control of changes made to hardware, software, firmware, documentation, test, test fixtures, and test documentation throughout life cycle of projects.


help desk coordinator (1996 to 2000)

  supported high-volume, fast-paced call center receiving hundreds of calls daily from outside client managers and end-users related to macrocell billing platform.

  screened, referred, and diagnosed internal and external inquiries and work requests and performed minor troubleshooting in identification of applicable problems.

  logged and tracked all actions utilizing problem management database that maintained history records and related documentation.

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