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yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000

Phonexxx-xxx-xxxx   

abc@xyz.com

 

Dedicated IT Management Professional eager to contribute significant technical expertise

as well as strong project management, team leadership, and customer service skills toward supporting an employer in maximizing performance.

Qualifications Profile

 

  • Seasoned background in directing call center/help desk operations inclusive of staffing, employee scheduling, quality assurance, and customer satisfaction.
  • Exercise advanced team-building, training, supervisory and motivational attributes to drive onsite and offshore staff to exhibit productivity and performance excellence.
  • Excel in analyzing existing practices and orchestrating process improvements to drastically elevate service and quality levels while reducing expenses.
  • Demonstrated strengths in policy and procedure development, forecasting, and seamlessly coordinating customer service delivery across multiple help desk sites.
  • Proficient with call center technology, call monitoring, tracking and analysis programs, and common office software including presentation and communication applications. 
  • Proven performance in statistical reporting and facilitating Sarbanes-Oxley (SOX) compliance.
  • Winner of Siemens Caring Hands Managers Award in 2005.
  • Selected and awarded as Help Desk Employee of the Month twice in 2002 by Siemens.

 

Professional Experience

 

Arrowpoint Technologies/Lynchval Systems Worldwide Inc., Chantilly, VA, 2008 to 2009

Project Manager / Sr. Program Manager

         Spearhead daily IT projects and programs by directing 14 technical professionals engaged in both remote and onsite client initiatives.

         Resourcefully established and manage offshore 24x7 IT application support team in India to enhance business continuity and support accessibility.  

         Coordinate unified efforts among all personnel via GoTo Meeting and Skype applications.

         Play vital role in company revenue performance by proficiently managing $500K support contract for major international fragrance manufacturing account.

         Contribute excellent staff leadership talents toward reviewing and approving vacation requests and timesheets, empowering employees, coordinating training, and resolving conflicts to optimize morale.

         Utilize Standard Time® software to organize full spectrum of project tasks and details.

         Proactively drive offshore business development with consultants in Delhi, Bangalore and Chennai.

         Planned, coordinated and managed Standard Time® software deployment to 100 users.

 

24/7 Real Media, Inc., Ft. Washington, PA, 2006 to 2008

Technical Services Manager

         Efficiently directed domestic and offshore Tier I and II application support, responding to over 1,000 issues monthly.

         Monitored, enforced and optimized top-notch customer service to achieve and maintain outstanding customer satisfaction rating of  5.38/6.00 for 2008.

         Scheduled and arranged training for offshore resources to achieve required support levels.

 

Continued

 

 

Samuel Abraham C Page 2 of 2

 

Professional Experience continued

 

         Developed, evaluated and supervised top-performing personnel, crucial to maximizing customer retention as well as company reputation and growth.

         Reliably served as escalation point for critical issues to expedite resolution.

         Introduced weekly open forum discussions to enhance team cohesiveness and communication.

         Performed regular trending and analysis of reported issues to assess and elevate customer satisfaction levels.

         Expertly administered user accounts to achieve and maintain SOX compliance.

 

Siemens Medical Solutions, Malvern, PA, 2000 to 2006

Manager           (2005 to 2006)

  • Awarded promotion to manage 24x7 help desk department comprised of 17 analysts with accountability for interviewing potential new hires, facilitating staff counseling and coaching, and overseeing employee training needs.
  • Innovatively held Lunch and Learn to advance employee education, cooperation and morale. 
  • Further elevated administrative staff performance by instituting MOUS (Microsoft Office User Specialist) Certification program.
  • Diligently monitored and ensured help desk met or surpassed service-level agreement requirements.
  • Critically evaluated call trend data to allocate staff accordingly and identify strategies for reducing support costs.
  • Inspired, coached, directed and supervised team in achieving 1st level resolution rate of 58%.

 

Team Lead       (2003 to 2004)    

         Advanced to role as Team Leader and tasked with cost-effectively balancing staff availability and optimum service delivery.

         Leveraged tools such as Genesys Framework and CCPulse to steer real-time call center reporting, generate statistical reports, facilitate account trending, and enable tracking of statistical data, vital to meeting service-level agreements and corporate standards.

         Served as escalation point on floor for team and conducted monthly team-building meetings to fortify cooperation and a collaborative work environment.

         Oversaw monthly employee performance scorecards and provided constructive feedback to heighten staff productivity and customer satisfaction.

         Closed monitored priority events and generated reports via Remedy.

         Promoted from role as Helpdesk Analyst II  (2000 to 2003) based on exceptional performance, technical acumen, and work ethic.

 

Prior Background:

 

Claims Examiner, Prudential Insurance, Horsham, PA,  1998 to 2000

Geotechnical Lab Technician, Ambric Testing & Engineering, Philadelphia, PA, 1996 to 1998

Graphic Designer, Graphics Media Center Temple University, Philadelphia, PA, 1993 to 1997

 

Education

 

MBA Degree, Technology Management, University Of Phoenix, Wayne, PA

Diploma, Networking Engineering and Data Communications, The Chubb Institute, Springfield, PA

BS Degree, Mechanical Engineering Technology, Temple University, Philadelphia, PA

Certified Help Desk Manager, Support Technologies Inc.

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