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yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000

xxx-xxx-xxxx

856.258.6521

abc@xyz.com

 

incisive and congenial it professional eager to contribute exceptional support expertise, leadership talents, and customer service skills toward supporting a progressive organization in optimizing productivity and performance.

 

profile

 

         conscientiously maintain unparalleled responsiveness to critical business needs, ensuring first-rate customer satisfaction through continued communication and cooperation. 

         adept at software configuration, end user relations, network diagnostics, and system performance tuning.

         outstanding capabilities in scrutinizing, diagnosing and rectifying complex technical errors, challenges, and issues.  

         meticulous problem solver with a proven track record of executing innovative and strategic solutions to meet specific business goals and needs.

         strategically combine veracity, sharp prioritization skills, and a collaborative work approach toward consistently meeting or exceeding employer and customer expectations.

         extremely versatile; easily adapt to new roles, responsibilities, technologies and environments.

 

education

 

bachelor in computer information systems (in progress)

devry university, philadelphia, pennsylvania, anticipated graduation april 2010

 

professional experience

 

comcast national support desk, mount laurel, nj, 2007 to present

technical support specialist ii         (2008 to present)

  • awarded promotion based on exceptional leadership performance and tasked with motivating team in delivering top-notch customer service and support.
  • leverage solid troubleshooting capabilities to analyze, diagnose and swiftly resolve issues.
  • optimize customer support by proactively establishing cohesive and collaborative relationship with other departments .

 

technical support specialist          (2007 to 2008)

  • efficiently handled escalated tickets and requests from call centers, tier representatives, dispatchers, local management center personnel, and commercial sales/repair teams.
  • validated initial diagnostics, meticulously prioritized issues, and conducted in-depth root cause analyses to determine solution.
  • effectively documented and communicated status to all levels of customer support personnel.
  • relied upon excellent research abilities to uncover bugs in online service software.

 

continued

 

 

yyyyyy x. yyyyyy ~ page 2 of 2

 

professional experience continued

 

  • performed advanced-level network diagnostics to identify and expeditiously resolve issues such as misallocated ip, duplicate ip, improper router configuration, etc.
  • diligently maintained national outage board and other media to promptly communicate issues with potentially broad impact.

 

comcast voorhees call center,  voorhees, nj, 2004 to 2007

tcf champion / cae level ii

  • applied dynamic organizational skills toward assisting more than 100 cae representatives in troubleshooting technical issues, customer scheduling, and handling remedy trouble tickets.
  • played an integral role in investigating and identifying root causes to spikes in call volume.
  • exhibited a strong team player work ethic as contributor to projects such as commercial account transfers.
  • appreciated by customers/callers for proficiently resolving internet connectivity issues.

 

gamestop, voorhees, nj, 2001 to 2004

assistant manager

  • managed daily business operations for store producing over $1m annually in gross revenues.
  • interviewed, hired, trained, supervised and coached store associates.
  • conducted two annual inventories to accurately forecast product needs.
  • facilitated sales transactions, arranged product displays, and provided superior customer service.

 

technical expertise

 

operating systems: windows 95/98/nt/2000/xp/vista/win7, linux (red hat, fedora, ubuntu), dos, macintosh, unix

 

systems & tools: comtrac, acsr, amdocs ddp, rumba, remedy tts, global database, networking provisioning system, orderpath, universal mailbox system, broadband telephony server, enterprise telephone system, cadm, tcp/ip, dns, snmp, ldap, ldip, virtual identity management, securid

 

software & programming : perl, c#, visual basic, uml, xml, photoshop, flash, java, object-oriented programming, microsoft office suite (word, excel, powerpoint, access, outlook), ms project

 

 

 

 

 

 

 

 

 

 

 

yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000

xxx-xxx-xxxx

856.258.6521

abc@xyz.com

 

 

 

 

 

 

 

date

 

 

hiring agent name

title

company name

address

city/state/zip code

 

dear__________________:

 

i am currently seeking a challenging career opportunity in an it capacity and am submitting my resume for your review.  in advance, thank you for your time and consideration.

 

as indicated in the accompanying resume, i bring to you solid experience in helpdesk operations, proficiency in customer service, significant talents in troubleshooting and root cause analysis, and a strong ability to complete project initiatives on time and within budget parameters. to complement these qualifications, i offer polished critical thinking, multi-tasking, and end user relations skills which are essential in a <insert job title/position> role.     

 

as a proactive contributor to your organization, you will find me to be an industrious professional committed to supporting you in achieving your objectives through an impressive work ethic and dependability. i am confident that i could be a valuable asset to your company, and look forward to interviewing with you in the near future.

 

sincerely,

 

 

 

yyyyyy x. yyyyyy

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