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yyyyyy x. yyyyyy                                                               

0000 xxxxxx xxxx , xxxx , xxxxx 00000 ~ (xxx-xxx-xxxx ~





job announcement number:

00-point preference

security clearance: active dod secret


professional summary           

it professional skilled as a desktop support representative, tier ii support, technical support, team lead, computer technician, administrative assistant, customer service analyst, and computer aide. 10 years mastery in implementing innovative business practices and applying information technology-oriented solutions to standards of competitiveness. constantly evaluating and developing applications and solutions that contribute to excellence, innovation, team work, and diversity. leverage vast knowledge of oracle database systems, deploying data management techniques; implementing complete database applications, systems security protocol, policies, and procedures; data security and disaster recovery systems and procedures; and a wide range of network systems support, protocols, and applications. clearly communicate it strategies with realistic examples at every level of an organization. skilled trainer and project leader; able to direct multiple tasks effectively and exhibit mastery of it software and tools.

technical competencies         


microsoft office suite, windows operating systems, macintosh os x, software configuration and installation, hardware upgrades, remote access dame ware. norton ghost, system works, anti-virus, firewall, and spy ware. remedy and parature solutions ticketing systems, lexmark, and hewlett packard network printers. evdo air cards, blackberries and palm treos.


certifications: a+ certification


professional experience        


accelerated solutions, inc. / u.s. department of education                                                        12/2008 c present

desktop support
address, city, state zip
grade: n/a; last promotion: n/a
hours worked weekly: 40 hours
salary: $ 58,000.00 annually 

supervisor's name: perry calderonexxx-xxx-xxxx

permission to contact: no

  • answer user inquiries regarding computer software or hardware operation to resolve problems.
  • conduct office automation feasibility studies, including workflow analysis, space design, functionality of desktops and laptops, installation of network and local printers, removal, installation, and disposal of units.
  • perform technical hands-on support such as configuration of cots software, maintaining citrix accounts, facilitate client records in remedy, and alter digital sender accounts.
  • confer with staff, users, and management to establish requirements for new systems or modifications.
  • enter commands and observe system functioning to verify correct operations and detect errors.
  • hire, supervise, and direct workers engaged in special project work, problem solving, monitoring, and installing data communication equipment and software.
  • install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
  • maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
  • oversee the daily performance of computer systems.
  • prepare evaluations of software or hardware, and recommend improvements or upgrades.
  • set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.


l-3 communications / department of the army hq, arlington, va                                                05/2008 c 11/2008

tier ii support (imcen help desk)
address, city, state zip
grade: n/a; last promotion: n/a
hours worked weekly: 40 hours
salary: $ 47,000.00 annually 

supervisor's name: alva coe; 703-602-1318

permission to contact: yes

  • implemented user support processes and activities that ensure end users continuously have the resources and services needed to perform their job functions in an efficient and effective manner.
  • engaged in functions such as root cause analysis, impact analysis, problem correction, and preventive procedures. incorporated user support goals and objectives aligned with users business requirements
  • installed network and local printers, removal, installation, and disposal of units. blackberry devices, sas and same time software, and cots software.
  • supported clients by manipulating client records in remedy, converting user profiles to new equipment, configure cisco vpn and cac card use and configured customer s unclassified and classified profiles using active directory.
  • changed the capabilities of digital sender accounts.
  • imported/exported pki, email/signature security certificates, degaussed and wiped hard drives.
  • remained a dedicated staff member in problem resolution, equipped with issue tracking software, and supported with knowledge-based systems that serve as a reference resource to common problems.
  • executed dedicated internal and toll-free phone numbers support problem screening, call routing, and issue recording.
  • recorded and tracked incoming problem reports, whether handled by live operators or automated systems.
  • documented data such as user, problem description, affected system (platform, application, or other), prioritization code, current status toward resolution, party responsible for resolution, root cause (when identified), target resolution time, and a comment field for recording user contacts and other pertinent information.
  • evaluated and prioritized issues to ensure the most critical problems receive prompt attention.


compucom                                                                                                                  08/2006 c 04/2008

technical support
mitre corporation / address, mclean, va zip
grade: n/a; last promotion: n/a
hours worked weekly: 40 hours
salary: $ 42,500.00 annually 

supervisor's name: kevin ledet, 703-983-9355

permission to contact: yes

  • managed a client base with diverse needs ranging from 3000 to 3500 global users.
  • installed, configured, repaired, and maintained laptops, desktops, monitors, printers, evdo air cards, blackberries, palm treos, members workstation, and disposal of units.
  • ensured the functionality of new hires systems and workstations, modified user profiles, maneuvered through client records in the help desk software, and supported cisco vpn clients.
  • reimaged systems for patching and configuration and encrypted hard disks for deployment.


team lead, 09/2007 c 10/2007

pnc bank project / address

  • directed the success of a 5-member team tasked with total bank migration.
  • oversaw the progress of technicians engaged in the de-installation of printers, monitors, port replicators.
  • facilitated and implemented complete computer systems via blueprint.
  • tested network to verify consistent performance and accessibility ; ensured all tellers, platforms, and equipment remained accessible via network.


presidium learning, inc.                                                                                                 04/2005 c 07/2006

customer service analyst
grade: n/a; last promotion: n/a
hours worked weekly: 25 hours
salary: $ 13.50 hourly 

supervisor's name: anthony banford; 888-383-4709

permission to contact: yes

  • provided tier i phone-based support, via phone and online chat, such as remotely resetting login credentials through active directory and blackboard, firewall suport, software installation and upgrades.
  • delivered timely and prompt support for  the students in 60 different universities.
  • handled wan parameters for laptop systems and reset login credentials utilizing active directory and window utilities for remote access and resolved all wireless internet network issues.
  • assessed computer functionality and interaction  with blackboard, internet, and student and instructor applications.
  • managed multiple computer issues including instructors and students e-mail, hardware compatibility issues,  and interacted with on-line instructors during the development of courses and tests.


community equity empowerment partnership (ceep)                                                     06/2002 c 02/2005

computer technician
grade: n/a; last promotion: n/a
hours worked weekly: 30 hours
salary: $ 11.00 hourly 

supervisor's name: greg wragg; 301-442-3949

permission to contact: yes

  • performed many technically savvy duties such as synchronizing handhelds units to pcs, handled simple switch routers, cat 5e cables, and hardware utilized for wireless connectivity.
  • mentored and managed a youth group for computer installation through dc summer works program.


microsoft corporation, washington, dc (internship)                                                        06/2001 c 06/2002

administrative assistant
grade: n/a; last promotion: n/a
hours worked weekly: 25 hours
salary: $ 10.00 hourly 

supervisor's name: corey griffin; 202-528.3013

permission to contact: yes

  • handled several administrative functions including file management, faxing and copying documents, and created shipments for clients.
  • generated expense and time & attendance reports for consultants and tracked time for consultants using empire time database.


boys & girls clubs of greater washington                                                                     10/2000 c 06/2001

computer aide
grade: n/a; last promotion: n/a
hours worked weekly: 16 hours
salary: $ 7.50 hourly 

supervisor's name: charles miles;

permission to contact: yes

  • launched, configured, and repaired member s workstations, such as desktop and laptops, installing network and local printers, removal, installation, and disposal of units.





university of the district of columbia, washington, dc

bachelor of arts in applied computer science, in progress

credits: 92 / cumulative g.p.a. 3.00


high school

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