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yyyyyy x. yyyyyy                                           0000 xxxxxx xxxx , xxxx , xxxxx 00000

                                                                                                                                         xxx-xxx-xxxx

                                                                                                                                      abc@xyz.com

objective

proficient information technology professional with experience in support center management, staff supervision, corporate application upgrades/migration seeking a challenging director role.

career profile

ø  over nine years of experience in project management, personnel supervision, overseas operations, technology migration, application upgrades and 24/7 support center management.

ø  multiple professional certifications and bs degree in management with honors.

ø  knowledgeable in advanced systems and applications with emphasis in healthcare transcription.

ø  self-driven, effective team player delivering exceptional customer satisfaction and exceeding slas.

professional certifications

itil v3 foundation certification

power end user v.7.x certification

saleslogix administrator

technology skills

bmc remedy itsm 6.3/7.5, talisma cim email, oracle 9g intranet, nortel, symposium acd

professional experience

medquist, franklin, tn                                                                                                     2008 - present

business intelligence systems integrator

       administer and develop corporate applications for bases of more than 500 users for remedy 6.3, saleslogix 7.x, talisma cim email and oracle 9g intranet.

       facilitate multiple migration and enhancement projects, coordinate with stakeholders, identify challenges and objectives and standardize project systems.

       eliminate redundant spreadsheets and databases and consolidate multiple processes into one.

       collaborate with sales, account management and customer support departments to achieve goals.

 

spheris, st. petersburg, fl                                                                                                   2006 - 2008

customer support manager

       directed operations in support of high-end customers across multiple products lines during four corporate acquisitions.

       oversaw two supervisors and 45-80 customer service representatives from three locations operating round-the-clock customer support center responding to questions from more than 300 customers throughout us.

       integrated multiple crm systems and upgraded several technologies, resulting in staff reduction of more than 40% and $800,000 in savings per year.

       consolidated two support centers and integrated staff, centralizing round-the-clock operations.

       transitioned us clerical support to india and integrated fax-over-ip, saving $500,000 per annum.

education

hodges university

bachelor of science, management, cum laude graduate 2006

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