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Yyyyyy x. yyyyyy

45 Rockledge Drive | Xxxxxx, XXXXXX xxxxxx | Cxxx-xxx-xxxx | Hxxx-xxx-xxxx |


Profile of Qualifications


Desktop Support | Networking | Servers | Disaster Recovery | Service Delivery Management | Leadership | Finance

Business Continuity Planning | Entrepreneurship | Critical Thinking | Collaborative Problem Solving | Interpersonal Communication

Project Management | Relationship Building | Process Improvement | Strategic Planning & Analysis | Organization | Time Management

Executive Reporting | Solution Development | Policy Development | Human Resources | Conflict Resolution | Change Management


  Dynamic and high-achieving professional with years of valuable experience as an information Technology expert

  Possess significant experience as it relates to all facets of managing technology support operations

  Excels in liaising with individuals and groups at all levels, both in a cross-functional contributor and independent achiever capacity

  Cultivates mutually beneficial, lasting partnerships with stakeholders in order to improve processes and deliver results

  Adept in making vital decisions through the careful analysis of complex information

  Seeking a managerial role that will allow for a career change outside of the IT sector and offer professional growth opportunities


Professional Synopsis

Cuccia Enterprise, Inc. 2002 Present

Founder/Licensed Xxxxxx State home Inspector (Cuccia Home Inspection, 2015 Present)

  Inspect residential homes for buyers and/or sellers in accordance with Xxxxxx State and federal laws; also handle all business matters including finance HR and IT

  Established a corporate 401K profit sharing plan for all employees

  Also became certified as a Xxxxxx State Commercial Pesticide Technician


Vice President of Operations (American Computer Source, 2002 Present)

  Provide support to various IT Suppliers; work with a diverse array of small-to-medium sized businesses to manage their respective technology asset investments

  Work collaboratively with business owners in developing IT Infrastructures for their companies; collaborated with internal IT departments to determine risks within systems and develop enhancements

  Install networks, servers, printers and desktops/laptops; also manage backup installations, disaster recovery solutions and the implementation of various hardware and software programs and upgrades

  Devise effective SLAs and OLAs for client IT departments

  Save client companies hundreds of thousands of dollars via the installation of various new and improved infrastructures

  Design and implement various ITSM processes including incident, request fulfillment, problem resolution, change and knowledge management solutions

  Develop and utilize request fulfillment processes, as well as business continuity and succession plans

  Work diligently to foster and maintain solid and lasting business relationships


Xxxxxx Life Insurance 2005 2014

Help Desk Manager (2011 2014)

  Headed the asset management team that controlled, distributed and tracked laptops, desktops and mobile devices throughout the corporation; delivered asset verification reports to each department

  Managed a Level 2 help desk around the clock, including supervision and mentorship of over 30 employees across multiple sites and a team of approximately 15 Consultants that handled desktop and laptop roll-outs

  Also guided and coached a newly-founded team tasked with delivery of support to C-Level executives

  Conducted performance evaluations on a semi-annual basis in conjunction with HR personnel to ensure regulatory compliance

  Met with Department Managers, both from within and outside of the department; worked together to establish cost-effective ideas that fueled efficiency and increased levels of productivity

  Developed a feedback system for opportunity improvement and recognition purposes

  Evaluated and modified processes and policies to deliver high quality and consistent support based on organizational needs

o    Called on technology teams and key process owners to identify systems opportunities and process improvements across organizational functions

o    Decreased levels of down time and increased first contact resolution by 30%

  Renewed desktop, laptop and mobile device leases across the enterprise; coordinated vendor meetings monthly to discuss new initiatives and address existing concerns

  Provided forecasting for hardware purchases and managed a $10M hardware purchasing budget

  Collaboratively discussed end-of-life for various pieces of equipment and prepared for new models arriving


Yyyyyy x. yyyyyy

Page Two


Senior Desktop Support Technician (2007 2011)

  Expertly directed all technical support for desktops, laptops, applications and related technology for all support levels

  Served as team leader and backup Help Desk Manager during managerial absences

  Provided compaxxxxxx-wide support to field offices; maintained asset records in conjunction with Asset Management team

  Also discussed new and ongoing projects with project teams on a weekly basis

  Played a key role in the facilitation of semi-annual and annual employee reviews

  Installed, configured and repaired laptops and desktops for staff members; worked in conjunction with various IT teams to discover and resolve client issues

  Authored vendor reports that detailed routine issues and liaised with vendors to commence repairs

  Worked with engineering staff to develop new processes for data migration; reduced end user downtime by 80%

  Acted as an effective liaison during the compaxxxxxx s system imaging transition from Symantec Live State Delivery to Altiris

  Formulated various work enhancements and coordinated the quarterly lease expirations for over 2K enterprise laptops and desktops across divisions; drove user data migration efforts during lease replacements

  Implemented valuable system security and directory service updates as needed


Senior Service Associate (2005 2007)

  Delivered compaxxxxxx-wide service support including field offices

  Gathered together with senior-level management to craft reports for review by banks and the compaxxxxxx CEO

  Oversaw the setup of PCs, phones and proper security access for all newly-hired personnel; also coordinated staff relocations within the department

  Coordinated the Letters of Acceptance transfers process between the compaxxxxxx and the transferring bank/institution

o    Replied to customer inquiries and concerns relevant to the MainStay Annuities transfers

o    Resulted in the compaxxxxxx garnering a steady monthly income

  Worked in collaboration with the Technology Department to lead software and system enhancements; yielded a 90% decrease in downtime and heightened levels of productivity

  Attended monthly vendor meetings for leases and spearheaded lease replacement efforts

  Developed and maintained two Microsoft Access Databases, used to tracking not in good order paperwork related to incoming annuities; generated related reports for senior management review and assessment


Education & Credentials


Certification, Support Center Director, Help Desk Institute (2015)

Master of Business Administration, Management and Leadership, Dowling College (2011, 3.6 GPA)

Bachelor of Business Administration, Briarcliffe College (2006, 3.0 GPA)

Associate of Applied Science, Information Technology, Xxxxxx County Community College












Yyyyyy x. yyyyyy

45 Rockledge Drive | Xxxxxx, XXXXXX xxxxxx | Cxxx-xxx-xxxx | Hxxx-xxx-xxxx |



March 19, 2018



Hiring Agent Name


Compaxxxxxx Name


City/State/Zip Code



Dear [Hiring Agent Name],


I am currently seeking a challenging career opportunity in a (INSERT TITLE OF TARGET POSITION) capacity and am submitting my resume for your review. In advance, thank you for your time and consideration. As demonstrated in the accompaxxxxxxing resume, my professional qualifications include the following accomplishments:


  I bring to axxxxxx management-focused role years of exemplary performance in the technology sector within various career fields, paired with a track record of notable success in all jobs I ve held. I work hard to foster positive stakeholder relations and create lasting bonds with clients.


  As a professional, I am highly comfortable in working to achieve objectives with the aid of cross-functional groups and individual contributors at all levels. I excel as both a collaborative team member and independent contributor in surpassing both organizational and client expectations.


  My passion for technical innovation, leadership and collaborative project work permeates my career history. I feel that I have a knack for guiding others and instilling a feeling of trust into all relationships I develop. My drive to connect with others motivates me to achieve measurable results and deliver the utmost in customer care.


  Outside of my career background, I hold an MBA and BBA, as well as an Associate s Degree in Information Technology. Furthermore, I am certified as a Support Center Director via the Help Desk Institute. My strong educational foundation, paired with my rich work history, only serves to further qualify me for a senior-level role with your organization.


As an employee, you will find me to be a driven team player committed to supporting you in achieving your objectives through superior performance. I am confident that I could be a valuable asset to your organization, and look forward to interviewing with you in the near future.



Yyyyyy x. yyyyyy

Enc. Resume




















Yyyyyy x. yyyyyy

45 Rockledge Drive | Xxxxxx, XXXXXX xxxxxx | Cxxx-xxx-xxxx | Hxxx-xxx-xxxx |



March 19, 2018



Contact Name

Compaxxxxxx Name


City/State/Zip Code



Dear _____________________:


I would like to thank you for providing me the opportunity to interview with you and discuss the exciting (TITLE OF POSITION APPLYING FOR) position currently available with your compaxxxxxx. Having gained a deeper insight into the job requirements and your objectives, I am confident you will find me a valuable asset in achieving your goals.


As discussed, my background should translate to dynamic results as a member of your team. In particular, I believe you will find my expertise in (ADDRESS A FEW SKILLS/QUALIFICATIONS/ACHIEVEMENTS RELEVANT TO THE POSITION WHICH YOU DISCUSSED DURING THE INTERVEIW) vital to your immediate and long-term objectives.


Should you have axxxxxx additional questions, or to further discuss this opportunity, please feel free to contact me at your earliest convenience. Again, thank you for the enlightening interview. I look forward to your response and am eager to contribute to your success.



Yyyyyy x. yyyyyy



































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