yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000
abc@xyz.com

 

objective

solutions-focused, quality-oriented it professional eager to contribute technical expertise as well as sharp team building and management skills toward actively supporting company operations.

profile

ø  offer progressive experience in planning, directing and implementing critical projects focused on innovative information technology and end-user solutions.

ø  obtained several professional licenses, accreditations and memberships including: mcse, mcp+i, mcp.

ø  results-driven team member who effectively trains and supports top-performing teams.

ø  expertise in developing/executing strategic procedures, processes, and methodologies to optimize performance.

ø  dynamic skills in client interfacing, quality assurance and management/staff relations.

ø  proficiently steer projects from concept through delivery.

professional experience

sbcis / at&t - san ramon, ca                                                                                           1999-present
quality assurance manager (2003-present)

  contribute technological expertise in monitoring tier one (outsource) dsl tech support calls, with accountability for grading them according to technical skills/troubleshooting, soft skills/call control, and documentation.

  discover gaps in process and define/deliver instrumental recommendations to process teams to ensure prompt and efficient resolution.

  proactively monitor qa for sbc internet services tier 2, 2wire (later home networking), enhanced/business dsl, and lightspeed, with strong focus on optimizing productivity, efficiency and performance.

  train and motivate other qa managers, playing an instrumental role in developing top performing team members.

customer care process engineer & desc project engineer (2000-2003)

  applied advanced communication and interpersonal relation skills toward arranging and attending meetings to gather all requirements and information needed for creating m&p's for the customer care group.

  utilized dream weaver to convert the word document into html prior to posting the m&p online into e-binder.

desc engineer (2000)

  successfully troubleshot and repaired customers issues with point to point, frame relay, atm, t-1 and business dsl connections.

technical analyst / staq (1999-2000)

  exhibited analytical and problem solving abilities toward resolving over the phone software/hardware connection problems on computers using dial-up and dsl connections to the internet.

  efficiently fixed router information by uninstalling/reinstalling customers in the routers.

 

contra costa county, martinez, ca                                                                                      1998-2000
network technician asst network administrator

  identified and addressed existing and potential lan and hardware/software issues and created proactive upgrades and enhancements for 200+ end users.

 

martinez unified school district, martinez, ca                                                                       1997-1998

computer / network technician

   steered the installation, troubleshooting and repair of networked computers, printers and plotters and installed hubs, 10/100mbs switches, patch panels, wall jacks (rj45, cat5) and wiring for the network.

 

prior experience

 

gunners mate missiles, supervisor - united states navy, various; 1976-1996

education

associate, network technology - heald insititute of technology (martinez, ca); 3.75 gpa

associate, computer technology electronics - heald institute of technology (martinez, ca); 3.89 gpa