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Yyyyyy x. yyyyyy
4721 Walford Rd., #0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx ~ abc@xyz.com
Career Profile
Key Contributor and Effective Leader with several years of experience in IT security and management roles in fast-paced and high-stress environments within a variety of industries. Experienced in devising unique solutions to technical issues, fostering positive relationships with end-users, and providing technical support to hardware related issues. Equipped with a significant ability to leverage skills in project management and to introduce new tools for cost/time savings and efficiency improvements.
Key Competencies
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Technical Support Hardware Management/Support Project Management Software Installations |
Remote User Support Database Administration Microsoft CRM Team Leadership |
Attention to Detail Complex Problem Solving Process Improvement Regulatory Compliance
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Professional Experience
Harley-Davidson, Valley View, OH March 2014-Present
Knowledge Center Support Specialist
Directly manage daily technical operations within a fast-paced environment with a focus on increasing efficiency and productivity in addition to providing superior technical support
Provide technical support to end-users, escalate deal issues as needed, and design/implement strategic standard operating procedures
Utilize superior analytical ability in order to monitor the effectiveness of data applications, provide support to Microsoft CRM software, and develop unique solutions to technical issues
MRI Software, LLC Intuit, Cleveland, OH December 2002-February 2014
Software Support Analyst Tier IV
Played a lead role in the technical support of Intuit software which included handling service requests, analyzing/resolving technical issues, and providing telephone support to users
Processed password resets for clients and send encrypted emails as needed in addition to creating comprehensive standard operating procedures focused on data security and technical procedures
Facilitated second level IT support on software, hardware, and peripheral devices in addition to communicating effectively with users via phone, e-mail, and instant messaging
CoreComm, Garfield Heights, OH January 1998-September 2002
Lead Technician
Successfully provided support to several technical systems which included LAN/WAN DSL connections, DMS Switches, and HP Software
Wired test boxes for DMS 500 switches, escalated technical issues to members of management as needed, addressed inquiries via email, and supported remote connections
Played a lead role in supporting over 2,500 end-users which required knowledge of hardware systems, software systems, and peripheral devices in addition to administrating email accounts
Extensive knowledge of firewalls, network management, server monitoring, and printers/drivers in addition to a keen ability to troubleshoot complex hardware related issues
Education
Associate s Degree, Microcomputers Information Systems, Bryant & Stratton College
DMS 500 Hands on Maintenance & CBT Coursework Certification, Nortel Networks
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