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Yyyyyy x. yyyyyy
8116 Bridgeway Cir. #0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx ~ abc@xyz.com
Career Profile
Experienced Strategic Technical Leader with several years of experience in technical support roles within a variety of environments. Experienced in identifying innovative technical solutions for hardware and/or software issues, overseeing both server and network development, and implementing streamlined operating processes. Equipped with a significant ability to lead technical projects along with building strong rapport with others.
Proficient in: Microsoft Office Suite, VMware, Lync, Citrix, Track-it!, LAN, VPN, TCP/IP, and Windows
Key Competencies
Security Assessment/Testing Installing & Testing Cable Training/Development Network Management
Server Administration System Implementations Software/Hardware Support Customer Service
Client/Server Models Process Improvement SOP Documentation Hardware Configuration
Professional Experience
Lutheran Health Network, Fort Wayne, IN October 2017-Present
Technical Support
Direct day to day technical operations within a fast-paced environment with a focus on increasing productivity and efficiency levels
Oversee the set-up of new computers and work stations, respond to technical support tickets using a ServiceNow system, and troubleshoot complex software/hardware issues
Manage user permissions within Active Directory, patch network jacks on Cisco switches, and handle the reserving of DHCP and DNS for printers
Paragon Medical Inc. (Contractor Through Tech Systems), Pierceton, IN September 2017
Technical Support
Held a contract technical support role within the organization which included providing first-line support to individuals in regard to technical issues
Identified and escalated complex technical issues, followed up with customers after resolution, and implemented innovative solutions
IpSoft, Fort Wayne, IN November 2014-August 2017
Lead Help Desk Administrator
Coordinated technical functions within the organization which required supporting end-users within technical issues related to Windows XP, Windows 7, Windows 8, and Windows 10
Reviewed and corrected end-user technical issues, responded quickly to troubleshooting tickets, and documented issue related notes
Utilized remote tools to resolve issues more quickly, supported VPN connectivity, and acted as an Administrator for Active Directory
Supported level 2 calls, assisted with setting up phones/tablets, assisted with proprietary software, and documented ticket updates
Yyyyyy x. yyyyyy
8116 Bridgeway Cir. #0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx ~ abc@xyz.com
Professional Experience Continued:
United Collection Bureau Inc., Toledo, OH July 2007-November 2014
System Analyst I (2013-2014)
Assisted with technical functions related to internal systems which included reviewing incoming queries and implementing appropriate solutions
Utilized internal helpdesk tracking software to respond quickly to technical tickets, oversaw PC setup/deployment, and resolved networking/server issues
Collection Specialist (2007-2013)
Managed collection and customer service tasks within the organization which included working with customers both in-person and over the phone and updating customer information
Successfully negotiated payment plans, verified customer information to ensure accuracy, and diffused escalated customer service situations
Education
Associate of Applied Business-IT System Administrator
Stautzenberger College, Maumee, OH
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