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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 • (xxx-xxx-xxxx • abc@xyz.com

 

Results-driven engineer and recent M.S. in Information Technology graduate eager to offer leadership,

project management, process improvement, and client relations talents toward maximizing a

 progressive company s industry performance within a valuable growth-oriented capacity.

 

Profile of Qualifications

 

         Integral leader who offers proven experience in large-scale technical support and organizational optimization, including designing, developing, and implementing solutions-driven IT initiatives to achieve continued key growth and profitability.

         Ambitious support engineer who contributes superior attention-to-detail and strong follow-through skills while planning, prioritizing, and completing project tasks and exceeding business and technical requirements within high-pressure situations.

         Out-of-the-box thinker who understands the importance of meeting deadlines to attain essential customer satisfaction.

         Excellent communicator who seamlessly interfaces among domestic and international senior staff and technical teams.

         M.S. degree focused on SDLC, UML, Data Modeling, SQL, Network Re-Design, Cryptography, and Network Security.

 

Key Areas of Expertise

 

   Technical Sales Support

   Product Installation / Support

   Cost-Effective Proposals / Quotes

   Hardware Engineering

   Site-Specific Engineering

   Equipment / Traffic Engineering

   Tool Development

   System Integration Testing

   Technical Writing / Editing

 

Professional Synopsis

 

Siemens ICN, Boca Raton, FL                                                                                                         1988 C 2001

 

Technical Support Engineer Tier 1 / Tier 2 for Unisphere ERX (1999 C 2001)

Utilized broad scope of industry knowledge toward providing customer interface support for all Tier 1 and Tier 2 technical queries, including authoring a Quality of Service (QOS) test suite and enhancing overall generic test plan effectiveness resulting in standardized test cases that accurately reflected the evaluated feature s performance.

 

         Decreased defects propagated to the field by 96% via targeted support of authenticated release notes.

         Surpassed customer satisfaction key indicators by 102% to earn a competitive team bonus award.

 

Technical Support Engineer Tier 2 for Accelerated Networks Digital (1999 C 2001)

Expertly provided on-site network conformance testing which led to successful signature of Certificate of Completion, along with offering diverse technical skills toward performing on-call duties for Tier 2 support of DSL equipment.

 

         Conceptualized and installed a training lab that provided product insight to Siemens trainers, including attaining successful results for instructional endeavors while costs remained below budget.

         Participated in a technical support team for Siemens representation at SuperComm 2001, and initiated innovative recommendations resulting in a show that generated substantial interest and sales.

 

Technical Support Engineer Tier 2 for 36190 Core ATM Switch (1998 C 1999)

Wrote and executed test suites for call processors and line card redundancy features, including accurately interpreting data and providing critical recommendations to a Siemens Tier 3 support team located in Munich, Germany.

 

         Appointed to a task force on a four-week Munich, Germany-based assignment to evaluate call processor features in computers, including effectively identifying problem areas and fixing issues within deadlines.

Yyyyyy x. yyyyyy                                     Resume • Page Two                                             (xxx-xxx-xxxx

 

Professional Synopsis (continued)

 

Siemens ICN, Boca Raton, FL (continued)                                                                                     1988 C 2001

 

Technical Sales Support / Site Engineer Data Products (1996 C 1998)

Drove operations productivity by performing site survey of Telco offices and wrote installation and engineering specifications, including maintaining accurate T-Base drawing revisions and up-to-date electronic inventory of cross connects in customer Info Bank database tool; showcasing knowledge of Bellcore Technical Specifications (TR-Spec) regarding power, grounding, and signal; and allowing for project requirements to be set forth in clearly written documents and online support.

 

         Achieved status as the first to implement a creative interface tool to use IBM 3270 mainframe capacity.

         Devised a tool system that electronically built equipment / installation material lists and created engineering document profiles which was instrumental in expediting deliverables of higher quality allowing more projects to be scheduled to meet Bell Atlantic s deployment objective.

 

Equipment / Traffic Engineer Voice, Data & Transport Product Lines (1989 C 1996)

Defined customer needs and transformed requirements to proper dimension switch equipment capacity, including introducing new products to other departments; creating Service Level Agreements (SLA); and providing on-site guidance for configuring and planning Voice, Packet, and Transport products.

 

         Served on a New Product Introduction team chartered to define customer requirements and deliverables within the customer / vendor model and created an SLA between departments and partnering companies.

 

Sales & Marketing Department Proposals & Quotations (1989)

Demonstrated core knowledge of the telephony industry, software features and their right to use fees, and industry tariff structure to competitively set product pricing, and responded to customer Requests for Information / Quotes (RFI, RFQs).

 

         Contributed strong communication skills toward accurately responding to wide-ranging client requests.

 

Customer Service Installation (1988)

Supported customer service issues regarding EWSD Voice Switch to ensure seamless installation services, including interpreting wiring diagrams and hardware / cable listings to efficiently build infrastructure for product installation.

 

         Successfully complied with comprehensive quality standards, as well as key accuracy and deadlines.

 

Recent Supplemental Experience

 

Kaplan University, Boca Raton, FL                                                                                            2008 C Present

 

Admissions Advisor Military

Serve as an initial point-of-contact to interview, qualify, and guide military students through university enrollment processes.

 

Palm Beach County School System, Palm Beach, FL                                                                         2002 C 2007

 

Teacher

Planned and presented dynamic multi-subject instruction by employing effective teaching methodologies, including attaining certifications to teach ESE, Grades K-6, Earth Space Science (Grades 9-12), and 5th Grade Reading Comprehension.

 

Education & Professional Development

 

M.S., Information Technology (3.73 GPA)                                                                             Kaplan University

B.S., Geology (Minor in Mathematics)                                                                    University of South Carolina

A.A., Electronics (Graduated Top 5% of Class)                                                                            Bauder College

 

Six Sigma Green Belt (Projected 12 / 2010) • Six Sigma White Belt (Since 07/ 2009) • CCNA (49 Hours Completed)

Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 • (xxx-xxx-xxxx • abc@xyz.com

 

 

 

Date

 

 

Hiring Agent Name

Title

Company Name

Address

City/State/Zip Code

 

Dear__________________:

 

I am currently seeking a challenging [ Insert Job Title ] role, and am submitting my resume for your review.

 

I am excited to build a rewarding career with your company, and am confident that my professional skills, academic credentials, and industry training can help to achieve your objectives.  I can offer solid experience in Site / Equipment / Traffic / Hardware Engineering, Systems Integration Testing, Technical Support, and Project Management, and am well-versed in all facets of Technical Writing / Editing, Tool Development, Technical Sales, and Cost-Effective Proposals / Quotes, among other areas.

 

To complement my background, please note that I recently attained an M.S. in Information Technology (3.73 GPA) from Kaplan University and hold a B.S. in Geology (Mathematics Minor) from the University of South Carolina and an A.A. in Electronics (Graduated Top 5% of Class) from Bauder College.  I am seeking my Six Sigma Green Belt credentials (Projected 12 / 2010) and have been a Six Sigma White Belt since 07 / 2009.

 

As a Technical Support Engineer (Tier 1 / Tier 2 for Unisphere ERX) with Siemens ICN, I utilized my broad scope of industry knowledge toward providing customer interface support for technical queries, including authoring a Quality of Service (QOS) test suite and enhancing overall generic test plan effectiveness resulting in standardized test cases that accurately reflected the evaluated feature s performance.  Within this role, I decreased defects propagated to the field by 96% via support of authenticated release notes.  I also surpassed customer satisfaction key indicators by 102% to earn a competitive team bonus award.  As this is just a sampling of my job history, please kindly refer to my enclosed resume for additional experience and career highlights.

 

You will find me to be a solutions-focused leader who can contribute a track record of organizing complex IT initiatives, defining priorities, and meeting targeted goals to optimize operations productivity and technical efficiency.  For the sum of these aforementioned reasons, I believe I will prove to be an incredible asset to your company.

 

I look forward to hearing from you, and thank you in advance for your consideration.

 

Sincerely,

 

 

 

Yyyyyy x. yyyyyy

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