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4831 Devon Lane, Alpharetta GA, 3004 xxx-xxx-xxxx ● firstname.lastname@example.org
System Analysis ~ Performance Tuning ~ User Support
Customer Service ~ Team & Project Leadership ~ System Design
Broad technical skills include Microsoft Office, Active Directory, group policy, programming, software implementation, system & business analysis, user acceptance testing, and process automation.
Demonstrated capabilities in diagnosing and rectifying technical errors and issues, and thoroughly documenting procedures for resolution.
Excel at conducting performance analysis and system tuning for optimum functioning.
Able to determine project requirements, prepare technical specifications, and achieve exemplary customer satisfaction through seamless communication and cooperation.
Excel at installing, configuring, updating, and maintaining hardware, software, and peripherals.
Well-versed in project management from scope definition and budgeting, to risk mitigation and testing.
Able to collaborate with management, peers, and technical specialists to ensure project success.
Multilingual (English, Persian, German) with solid interpersonal, analytical, and critical thinking skills.
Delta (Technology Control Center), Hapeville, GA, 2014 to Present
Service Desk Specialist II 2016 to Present
Promoted based on proven performance and charged with partnering with level I agents, operation analysts, system engineers, and field engineers to resolve challenging technical issues and errors.
Troubleshoot, upgrade, and update applications to maximize data security and business continuity.
Swiftly resolve critical issues for gate agents to prevent flight delays, and play an integral role in LDAP changes, level II kiosk support, DRN data updates, server support, and printer maintenance.
Service Desk Specialist Level I 2014 to 2016
Provided quality technical support to end users for broad-scope hardware and software problems.
Performed extensive troubleshooting, escalated incidents as needed, and supported end users via telephone and chat software.
Ryan Board Energy, Alpharetta, GA, 2008 to 2013
Aligned, mobilized, mentored, and empowered cross-functional teams in assessing strategic technological solutions to optimize bottom-line performance.
Established metrics to define areas for improvement, devised process flows, and determined opportunities to automate functions where possible to dramatically increase efficiency and slash expenses.
Magnolia Design and Construction, Alpharetta, GA, 2002 to 2008
Spearheaded projects throughout lifecycle including schedule, team leadership, and client relations.
Championed series of improvements which reduced costs by 16%.
MBA, Management, Southern Polytechnic, State University-Marietta, GA, 2004
BS, Computer Science, Southern Polytechnic, State University-Marietta, GA, 2002
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