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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx ▪



Highly-motivated MBA candidate with leadership, project management and customer service experience within the IT sector eager to contribute to an organization in an entry-level IT business analyst or leadership/business development role. Comptia Network+ Certified Technician


Profile of Qualifications


Management / Leadership

  Applied leadership skills toward delivering quality team training programs focused on promoting service excellence; trained and supervised two employees

  Developed and implemented new methods, policies and procedures to build high-performance staff and ensure optimal customer satisfaction; generated positive customer feedback

  Maintained consistent technical/network support standards by developing and writing operation processes and procedures; created several official documents and step-by-step procedures for training purposes

  Developed strong business relationships while interacting with internal and external technology support organizations and implemented official escalation procedures as required

  Recognized as Airman of the Quarter four times and received Airman of the Year award


Customer Service

  Enhanced customer experience and achieved high levels of customer satisfaction by ensuring service standards were consistently met/exceeded

  Successfully managed customer related incidents through effective communication and maintained customer loyalty by providing exceptional client support and technical issue resolution through email and over the phone

  Enhanced customers knowledge of services; effectively answered service related inquiries and communicated differences in internet plans and service types to customers

  Assisted in facilitating faster processing times and produced higher customer service rates by creating a customized customer database


Technical / Network Support

  Increased efficiency by performing initial tier 1 troubleshooting to resolve production incidents; reduced the impact of priority 1 incident outages by timely escalation and engaging proper contacts

  Supported customer loyalty by providing stable, dependable network services across multiple platforms through monitoring of Enterprise level network; created a report to proactively monitor and mitigate network incidents

  Effectively resolved problems and maintained LAN/WAN operations by collaborating with network facility and hardware/software vendors

  Ensured the provision of data or other telecommunications access to customers and utilized network management applications to identify faults

  Upheld communication and documentation requirements by managing incidents using ticketing management system and communicating status updates to associates/management via approved communication processes

  Oversaw the entire migration of company s anti-virus platform form MacAfee to Kaspersky

  Upgraded and imaged lab workstations which contributed to more efficient test taking and increased completion times

  Revised customer information base with user friendly and easy accessible features

  Improved survey layouts and the method in which surveys were created / printed by exploring more practical uses of internal applications

  Actively assisted in a large-scale network remediation project


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MBA, Keller Graduate School of Management, Chicago IL, in-progress, graduate October 2010


B.S. Network Communications Management (Cum Laude), DeVry University, Chicago, IL, 2009


Professional Experience


Network Technician, TransUnion LLC, Chicago, IL, 2009 Present


Help Desk Associate, Peryam and Kroll Research Corp., Chicago, IL, 2008 2009


Internet Support Specialist,, Chicago, IL, 2008


Guest Service Representative, U.S. Air Force, Whiteman Air Force Base, MO, 2005 2007


Document Production Clerk, Peryam and Kroll Research Corp., Chicago, IL, 2004 2005


Logistics Support Clerk, Lear Siegler Services Inc., Schweinfurt, Germany, 2002 2003

Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx ▪






Hiring Agent Name


Company Name


City/State/Zip Code




I am currently seeking a challenging career opportunity in a (INSERT ACUTAL TITLE OF TARGET POSITION) capacity and am submitting my resume for your review. In advance, thank you for your time and consideration.


As demonstrated in the accompanying resume, I am currently in the process of completing my Masters of Business Administration Degree at the Keller Graduate School of Management. Concurrent with academic pursuits I have built a successful career in the IT customer/network services field. My unique blend of technical expertise and dynamic team building, managerial and project administration skills should translate to immediate and long-range results for your organization in a management role. My high level of self-motivation combined with my leadership skills have enabled me to effectively train and mentor colleagues on various business practices and develop effective policies and procedures that enhance current business practices. I excel in planning and coordinating workflow to meet critical timelines and performance goals while effectively building and maintaining dynamic client relations and consistently focusing on productivity, efficiency and quality.


As an employee, you will find me to be a driven team player committed to supporting you in achieving your objectives through superior performance. I am confident that I could be a valuable asset to your firm, and look forward to interviewing with you in the near future.







Yyyyyy x. yyyyyy


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