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Xxxxxx, XXXXXX xxxxxx ￨ (xxx-xxx-xxxx ￨ email@example.com
IT Service Center Administration ￨ IT Consulting ￨ Help Desk Operations ￨ IT / Technical Support
Service-Focused Improvements ￨ Process Optimization ￨ IT Configurations ￨ Application Documentation
Account Management ￨ End User Support ￨ Client Relationship Management ￨ Post-Resolution Follow-Ups
Highly Accomplished IT Leader who offers solutions-centric critical thinking for insightful, change-oriented IT results to align with a compaxxxxxx s vision, value, and goals. Out-of-the-Box Thinker who rises above IT / technical challenges to achieve winning outcomes, including quickly adapting to evolving business scenarios. Bilingual Communicator (English / Spanish) who develops synergistic relationships with key decision-makers, IT / business teams, and end users.
Career Highlights Include:
Streamlining processes of resolving technical challenges as reported by end users.
Cost-effectively identifying appropriate use of software and hardware used by employers.
Building and sustaining mutually beneficial relationships with clients to drive IT support success.
Continually identifying and recommending improvements to drive stability in the technical environment.
Senior-Level IT Service Center Administrator (2007 2013)
Led and enhanced processes for service contributors, including increasing level of competency at the Service Desk while developing results-centric strategies to boost the bottom line. Spearheaded service-focused improvements for a Service Desk, Help Desk, Computer / Network Operations, and Application Support as related to Service Management.
Service Desk Coordinator (2001 2007)
Led targeted use of Remedy to record, track, and document end user service desk requests impacting service delivery, including applying diagnostic utilities to troubleshoot issues and handle software and / or driver updates. Performed post-resolution follow-ups. Directed 1st and 2nd level triage in troubleshooting connectivity options (i.e. modem, direct connection, VPN). Delivered local and remote support for internal staff accessing systems using PC and laptop configurations. Performed as Service Desk Administrator maintaining Active Directory, Exchange, and 30+ other systems. Escalated identified process issues to process owners for review and improvement. Enhanced applications documentation for support center knowledge base. Served as Change Control Manager to implement key solutions.
Performed as Service Desk Administrator tasked with creating and managing accounts (i.e. Mainframe, PRISM), as well as providing customer support, monitoring and resolving Remedy problem tickets, monitoring and configuring Microsoft Exchange 5.5 Server, and configuring Windows network on-site. Installed additional wide-ranging software.
Contributed sharp analytical abilities toward configuring and troubleshooting operating systems, networks, peripherals, and multiple sites. Expertly installed hardware and software while promptly resolving IT issues as necessary.
Ensured seamless IT operations by advising employees on PMM and PeopleSoft programs for evaluation of employment. Contributed skill in proactively responding to employee questions on use and format of PMM software.
Played a vital role in delivering excellence in technical support for home business Windows OS, including installing Microsoft Office 97 2010, as well as upgrading memory, installing printers and hardware peripherals, and resolving challenges by using the Six-Step Troubleshooting Theory. Instructed businesses and employees on applications use.
Recent Professional Experience
Licensed Sales Producer Allstate Insurance 2015 2017
Retail Support ￨ Inventory Control Harbor Freight, Middletown, XXXXXX 2015
MCP ￨ A+ Certification (#CA3DTT2207) Novax ￨ Solartech Computer Center
HDI Certified ￨ HDI ITIL Certified ￨ HDI Team Lead Certified Continuum Health Partners, Inc.
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