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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 ● (xxx-xxx-xxxx ●

IT Professional

Troubleshooting ~ Customer Service ~ Technical Support ~ Social Media Management




         Solid background in IT with proven skills in technical support of desktops, hardware, and software.

         Dependably ensure high levels of customer satisfaction through proactive communication and cooperation, and able to effectively collaborate with management, peers, and clients to coordinate project success.

         Demonstrated capabilities in diagnosing and rectifying technical errors and issues, and thoroughly documenting procedures for resolution.

         Well-versed in applying disaster recovery strategies and back-up procedures to safeguard vital information.

         Extensive talents in helpdesk operations, NOC operations, system diagnostics, performance tuning, remote support, and network monitoring to optimize business continuity.

         Disciplined and forward-thinking with advanced technical, customer relations, and troubleshooting capabilities.

         Excel at installing, configuring, and maintaining hardware, software, and peripherals.


Professional Experience


Infinera Savage, MD, 2015 to Present

Network Managed Services Technician / Tier II NOC Analyst

         Spearhead network alarm detection and management to ensure continuous adherence to Service Level Agreements (SLAs).

         Monitor and extensively support global network via fault isolation and directing field resources to resolve facility impairments or outages.

         Steer project management including back-ups and support during critical or catastrophic network events.

         Create, update, close, and dispatch cases/sub-cases while collecting relevant data to report on network performance and availability.

         Diligently monitor appropriate customer networks and other network managed services as required to provide prompt response to TDM, SONET/SDH, and DWDM-based alarms and events.

         Assist Tier III by collecting logs, providing external group notifications, and documenting event timelines.


ZeniMax Online Studios, Hunt Valley, MD, 2013 to 2015

Social Media Analyst 2014 to 2015

         Established and maximized social media presence of The Elder Scrolls Online and The Evil Within (triple-A rated video games) on sites spanning Facebook, Twitter, Google+, YouTube, Tumblr, Steam, and Twitch.

         Significantly impacted game development and marketing decisions by tracking and reporting on trends, fan engagement, and issues posted within ESO community and official social media channels.

         Provided ongoing moderation on Facebook, Twitter, Google+, YouTube, and official ESO forums.

         Optimized brand/game awareness, sales production, and customer satisfaction by proactively participating in social media networks and through detailed, influential reporting.


Billing and Technical Customer Service Agent III 2013 to 2014

         Leveraged polished analytical skills to identify, troubleshoot, and resolve hardware and software issues to ensure continuity of large multiplayer online game.


The Center for Organizational Excellence, Rockville, MD, 2013

IT Helpdesk Specialist

         Performed installation, configuration, troubleshooting, servicing, and maintenance of workstations, network printers, and copiers.


Continued ►



Professional Experience continued Yyyyyy x. yyyyyy Page 2 of 2


         Formulated IT policies and procedures to streamline helpdesk operations, decisively escalated situations requiring urgent attention, prepared helpdesk activity reports, and devised Incident Response Plan.

         Maintained software and hardware inventory and facilitated licensing tracking and administration.

         Participated in back-ups, data recovery, and creating user accounts, access permissions and passwords for internal and external clients.

         On team of only two specialists, delivered timely and effective technical support to 65+ end users daily, consistently resolving more than 90% of assigned trouble tickets throughout year-long position.

         Orchestrated seamless Windows 7 platform upgrade across entire user base and updated documentation related to SOPs.


Bridgestone Americas, Bridgestone Commercial Solutions/Open RoadTech, Hanover, MD, 2012

IT Specialist, Tier II (year-long contract)

         Supported fleet customer base by configuring, troubleshooting, and servicing 1,000+ Rugged Motorola Wi-Fi Enterprise mobile handheld devices used to electronically track inventory.

         Referred major hardware or software issues to product vendors and accurately documented customer correspondence and support actions taken.


Exent Technologies, Bethesda, MD, 2011 to 2012

Customer Service Specialist

         Provided pre-sale, post-sale, and technical support to customers via phone, email, and web chat including resolving issues with Games on Demand service.

         Maintained database system and performed extensive testing of games on multiple platforms to diagnose issues and drive corrective action.


iCore Networks, McLean, VA, 2010 to 2011

Customer Support Representative

         Supported users via remote desktop software by analyzing and resolving issues with iCore Networks product and service offerings.

         Categorized, prioritized, and methodically responded to all incidents, outages, and performance alerts.

         Instituted call sequence model which increased customer satisfaction and strengthened brand loyalty.

         Assigned to specific clients based on cultivating strong relationships and delivered ongoing support and overall account management.

         Contributed to amplifying profitability by promoting additional services such as training, upgrades, and value-added technical services and equipment.


Verizon Wireless, Hanover, MD, 2007 to 2010

Customer Service Representative

         Delivered exceptional IT customer support by troubleshooting and addressing technical problems with Verizon products and services as well as responding to a wide range of billing and account inquiries.

         Earned two promotions based on outstanding performance and selected to assist new hires in transitioning from training environment to customer service department.




Hardware: Dell, HP, iPad, iPhone, Samsung, Motorola, HTC, Cisco 7940/60 / 7941/61 / 7945/65, Linksys and Cisco ATA, Rugged Motorola Wi-Fi Enterprise Mobile Computer, Nikon D7000, Tokina 11-16mm lens, Nikon 18-55mm lens, Canon sx40HS Zoom Lens, Joby GorillaPod

Software: Active Directory, Group Policy, Exchange Management Console, Nexx Phase, Citrix GoTo Assist,,, Microsoft Office, WordPress, VoIP Soft Switch, Remedy Ticketing System, Footprints Ticketing System, Manage Engine s Service Desk Plus, Oracles RNT, Service Now, Hootsuite Certified, Twitter Analytics, Facebook Analytics, Photoshop, Photoshop Lightroom, Photoshop Elements




Business Administration, Wesley College, Dover, DE

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