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305-110 Creek Bend Rd., Winnipeg, Manitoba R2N 0H3
Phone: (xxx-xxx-xxxx ● Email: firstname.lastname@example.org
Help Desk ~ Scripting ~ Metrics Reporting ~ Vendor Relations
Programming ~ Leadership ~ Training ~ Documentation ~ Web Development
Highly productive IT professional with proficiency in incident management, programming/scripting, team leadership, customer service, and vendor collaboration.
Advanced capabilities in analyzing, accurately diagnosing, and efficiently rectifying technical errors and issues.
Diligently focus on optimizing performance, reliability, security, and stability of websites and software solutions.
Able to determine project requirements, translate needs into technical specifications, and generate detailed documentation.
Thrive in roles where interpersonal skills are crucial for cultivating effective relationships with vendors, clients, and project team members.
Highly respected by management and peers for innovation, resourcefulness, and integrity.
Great West Life, 2006 to 2017
IMAC Technical Specialist (2012 to 2017)
Quickly earned reputation as go-to person for prompt and knowledgeable resolution of technical issues.
Proficiently authored scripts to support development efforts and performed daily metrics reporting.
Set up printers on print servers and Equitrac systems, configured hardware, installed software, and assembled technical documentation to standardize resolution procedures.
Analyzed and resolve network issues to ensure and optimize business continuity.
Trained, coached, mentored and motivated new IT employees, frequently assuming role of team leader based on outstanding supervisory talents and IT knowledge base.
Participated in restructuring efforts to reduce unnecessary expenses and elevate productivity.
Fostered, nurtured, and maintained positive and cooperative vendor relationships.
Service Desk Analyst (2006 to 2012)
Answered, evaluated, and resolved incoming phone-based technical issues, consistently outpacing peers for efficiency in incident management.
Used Visual C# to develop and implement several automation tools and improvements.
Demonstrated exemplary skills in issue investigation, diagnosis, documentation, and restoration of service.
Critically reviewed several T2P projects and contributed technical content and departmental procedures to Service Desk knowledge base.
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Professional Experience continued .
IBM Canada/Kelly Services, 2004 to 2006
Technical Support Analyst
Supported client (Nissan) by analyzing and efficiently responding to broad-based technical issues, errors, inquiries, and problems.
Trained, mentored, and coached new support personnel, and standardized helpdesk documentation to streamline problem resolution.
Coll ge universitaire de Saint-Boniface, 2001 to 2002
Computer Programmer / Technician
Leveraged sound skills in ASP and Visual Basic to create and maintain object-oriented web applications.
Performed routine technical support functions, investigated potential new document tools for team lead, and participated in development projects.
Bureau d ducation fran aise, 2000 to 2001
Analyzed, modified, improved, and maintained multiple government websites within Education sector.
Accurately translated and reprogrammed ASP applications, and seamlessly converted specific documents into PDFs.
Prior background includes role as Web Designer, cole Pointe-des-Ch nes.
Business Computing Certificate
Coll ge universitaire de Saint-Boniface
Windows XP/7/8/10, Fedora, Ubuntu
Software & Tools:
Eclipse, Ultraedit, SQL Developer, Editplus, Notepad++, VMWare Workstation, Virtualbox,
Putty, Wine, Wix tools, GTK2, Visual Studio, Microsoft Office, Survey Monkey
Programming / Languages:
Java, C#, C, PHP, Python, Perl, C++, SQL, AutoIT, AutoHotkey, Cobol
IIS, Windows Server 2008, MS SQL Server, OS2 Warp 4, Apache
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