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yyyyyy x. yyyyyy

6 little brook lane  ~  xxxxxx, xxxxxx xxxxxx  ~  (xxx-xxx-xxxx  ~  abc@xyz.com

career profile

 

accomplished technical helpdesk manager and network engineer with more than 9 years experience configuring and supporting multiple level of security, system administration, teleconference systems, and networking issues. possess microsoft certified professional (mcp) as well as a+, network+, and server+ certifications. currently pursuing security+, mcse, and ccna certifications.

professional experience

 

law firm, city, xxxxxx                                                                                                                2008-present

helpdesk manager/network engineer

     oversee installation, support, and maintenance of new server hardware and software infrastructures by managing a team of helpdesk professionals, lead professionals, and supervisors/team leads.

     direct helpdesk projects so customer support staff can assist with various levels of end user inquiries including escalated end user and vendor issues.

     ensure optimal system security by managing email, anti-spam, and virus protection, setting up user accounts, permissions, and passwords and monitoring network usage. 

     led training and technical support for users with varying levels of it knowledge and competence by creating a training program to maximize business, customer service, and technical knowledge of staff.

     maintain current knowledge on information system changes to ensure all equipment complies with industry standards.

     partner with other department managers, it staff, and other organizations to plan and implement future it developments.

     purchase equipment, tools, and space needed for team members to adequately support all end users.

     perform director s responsibilities in his or her absence.

     manage all teleconference equipment such as new lines, voice mail, trunks, t1 lines, swap and purge lines by coordinating with account reps from vendors such as siemens, at&t, verizon, sprint, t-mobile to negotiate pricing and service contracts.

     purchase all teleconference equipment and upgrades including h-com, apc upgrades, phones, and all phone accessories.

     conduct training for all new users of teleconference systems to include accessing voicemail both locally and remote locations, transferring calls, and making conference calls.

     manage cell phone, equitrac, and arakdin (teleconference) accounts by negotiating service plans, troubleshooting and repairing all devices.

     administer video conference and polycom systems by coordinating with staff for set up times, configuring devices such as ip, isdn,and bridges, and replacing/repairing equipment.

     spearhead server management for mail and print servers by monitoring all internal and external email communication and  creating new printers, deploying to certain groups, removing printers, driver and upgrade installations, adding new users, and assigning ip addresses to new printers.

     oversee system security by assigning pass codes for all new employees, removing pass codes due to termination, filtering employee s access according to their position, and updating servers with patches for software.

     prepare and generate financial reports with information on department purchases, expenditures, and hourly staff hours for accounting staff.

     utilize track it application to assure timely response and solution to end user trouble issues as well as updates.

     complete out of office set ups and remain on call 24 hours for weekend and phone support.

 

buddlarner shorthills, city, nj                                                                        2003-2008

helpdesk technician

     performed installations and set up of computer hardware including disk, tape, printers, and related peripherals.

     conducted maintenance and repairs on computer hardware to include backup, recovery, and equipment cleaning.

     resolved higher levels technical issue inquiries and complaints.

     led training sessions for end users on computer hardware/software and other electronic office equipment.

 

 

 

 

yyyyyy x. yyyyyy                                                 page two

 

     identified the cause of system failures to monitor operational performance and troubleshoot system problems effectively in a timely manner.

     collaborated with other group managers by participating in meetings, staying updated on current industry trends, and researching products and enhancements for potential use.

     communicated with outside support and sales organizations to streamline technical solutions.

     researched and purchased computer, network, and other electronic office equipment hardware and software.

 

bee alive valley cottage, city, xxxxxx                                                                                 2000-2003

it helpdesk/warehouse

     identified, diagnosed, and resolved level i technical issues in a call center involvement involving the mainframe, personal computer software and hardware, district network, and the internet.

     provided one-on-one customer service for end users having issues with their district-approved pc software.

     created set-up, tags, and delivery methods for configuration of end-user pc desktop hardware, software, and peripherals.

     troubleshot and resolved end-user network, local printer problems, mainframe, email, internet, dial-in, and local area network access issues.

     completed third-party vendor maintenance agreements by coordinating timely repair of pc computer equipment.

     performed minor desktop hardware repair for pc computer equipment and peripherals not covered by third-party vendor maintenance agreements.

     facilitated installation of local area network cabling systems and equipment such as network interface cards, hubs, and switches.

     produced written technical materials for end-user frequently asked questions to assist network technicians.

education

 

cittone, paramus nj

a+, network+, server+, and mcp microsoft network course certifications, 2002-2003

     a+ (competence in areas such as installation, preventative maintenance, networking, security and troubleshooting)

     network + (managing, maintaining, troubleshooting, installing and configuring basic network infrastructure)

     server+ (technical knowledge in areas such as raid, scsi and multiple cpus, as well as capabilities with disaster recovery)

     mcp (microsoft certified professional)

 

 

 

 

 

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