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yyyyyy x. yyyyyy

(xxx-xxx-xxxx •



solutions-focused it professional with multiple industry certifications and specializing in systems analysis / testing, hardware / software troubleshooting, and client support eager to offer 13 years experience toward maximizing an employer s productivity.



profile of qualifications


         integral leader with a proven track record for conceptualizing cost-effective, state-of-the-art solutions to meet critical it objectives.

         top-performer who provides continuous it improvements spanning a range of os platforms and hardware / software to boost business efficiency, along with demonstrating strong abilities in close partnerships with executive management and external clientele / users.

         ambitious self-starter who plans, prioritizes, and manages multiple tasks within high-pressure, deadline-driven it environments.

         holds mcp designation (windows 2000 / 2000 server), as well as comptia a+ and comptia network+ certifications.



career highlights


         improved it processes and eliminated wasted time and steps by actively participating in a kaizen event for computer repair.

         created computer hard drive images for platforms to expedite loaner processes by reducing set up time from 90 minutes to 20 minutes.

         supported company efforts to successfully drive labor dollars-per-unit cost savings of 40% for fy 2006.

         completed multiple knowledge base sweeps to update or add vital customer and / or troubleshooting information to internal systems.

         initiated new procedures to update billing information and ensure high-quality customer services as a member of an internal swat team, along with assisting in customer call flow improvement to increase profitability as an integral member of an internal core pilot team.



professional synopsis


rain bird corporation, tucson, az                                                                                                                                               2005 c 2010


gsp associate engineer (2007 c 2010)

         utilized broad scope of industry and it services knowledge toward providing troubleshooting of computer hardware and software; electronic boards and components; complete irrigation systems for golf courses; and water managers of major parks and cities.

         ensured seamless it processes by creating monthly reports charting stats in call times, types, volumes, and resolutions, along with developing and verifying invoices from international customers and providing key codes necessary to unlock software and components.


gsp level i technician (2005 c 2007)

         applied sharp analytical abilities toward troubleshooting and resolving company and client hardware and software challenges, including replacing non-functional components and warranted defective parts, and installing new operating systems, drivers, and software.

         maximized bottom-line results by cost-effectively inventorying and ordering computer parts as required, along with efficiently testing and verifying that computer hardware and software worked correctly to guarantee optimal productivity and superior client retention rates.

         promptly addressed key client concerns and delivered solutions-focused responses to achieve customer satisfaction at all times.


convergys, tucson, az                                                                                                                                                                    2002 c 2005


customer service representative / technical support engineer

         contributed strong communication skills toward responding to chrysler customers to resolve billing issues, handle vehicle payoffs, and process payments, along with serving as a subject matter expert to provide call center floor support as necessary.

         played a vital role in proactively assisting with program installation, modem support, dial-up networking, and connections troubleshooting, including providing telephone support to customers to resolve dial up and dsl internet services problems.


intuit, inc. tucson, az                                                                                                                                                                      1997 c 2002


technical support engineer

         identified, troubleshot, and / or resolved computer-related issues and provided technical support within a high-volume call center environment, including assisting in all areas of program installation, conversion, basic usage, printing, online banking, and investments.

         interfaced between qa and beta customers to duplicate, diagnose, document, and provide testing to resolve problems prior to shipping.

         expertly documented all calls within a complex call tracking database.



education, professional certifications & technical summary


b.s., business administration (computer information systems emphasis; dean s list)                                         bemidji state university


comptia a+ certification / comptia network+ certification                                                                                  university of phoenix

microsoft certified professional (mcp) windows 2000 / 2000 server                                                                    university of phoenix


microsoft office • pcanywhere • teamviewer • cirrus • nimbus ii • stratus ii • stratus lt software • maxicom

microsoft windows os • macintosh os • dos • quicken • turbo tax • iq / mdc software • site control



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