Resume Writing ?
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Yyyyyy x. yyyyyy
1354 70th St. ￨ Xxxxxx, XXXXXX xxxxxx
xxx-xxx-xxxx
￨ abc@xyz.com
Summary of Qualifications
Technical support management leader with a consistent, proven track record of exceeding performance.
Experience leading a team of personnel to provide accurate, timely and efficient service to end users.
Strong background troubleshooting network, server and computer software and hardware issues, as well as challenges with telecommunications and Point of Sale (POS) systems.
Promoted to positions of greater responsibility for consistently achieving outstanding results.
Sound judgment with excellent listening, verbal communication and interpersonal skills.
Fluent in English, Spanish, Chinese (Mandarin) and Cantonese.
Professional Experience
Columbia University Xxxxxx, XXXXXX Apr. 2008-Present
Senior Technology Service Specialist/Supervisor (Aug. 2013-Present)
Technology Service Specialist (Apr. 2008-Aug. 2013)
Oversee a vast array of finance systems, student services and registrar systems, mainframes, printing systems and student collaboration systems.
Demonstrate stellar leadership and training skills while overseeing new and junior staff.
Educate team members with how to effectively identify and troubleshoot technical and non-technical issues.
Provide technical support by telephone, email, remote connection or communicating directly with end users.
Identify and resolve email, software, hardware, network connectivity and wireless connectivity issues.
Monitor and prioritize requests for assistance due to incidents submitted from end users via ServiceNow.
Help users with setting up and configuring their email systems onto email clients and also for their iPhone and Android devices.
Previously:
Telecom/Desktop Support Analyst, Century 21 Department Stores Xxxxxx, XXXXXX July 2006-Apr. 2008
Provided valuable, hands-on support by telephone, remote desktop or in person.
Resolved issues with computer hardware and software; smartphones; Point of Sale (POS) systems; PBXs and Avaya voice systems; printers; and price tag scanning guns.
Supported the Network Administrator with troubleshooting network or server issues.
Tested new software applications and recommended systems software changes for PBX and voice processing, contact center, quality monitoring and alerting systems.
Helpdesk Support, Department of Youth & Community Development Xxxxxx, XXXXXX May 2004-June 2005
Identified and resolved network and computer hardware and software problems.
Setup and tested computers in a network environment and trained personnel on hardware and software use.
Education and Training
Bachelor of Science (BS), Information Systems, Technology Systems minor, Pace University; earned 2005
ITIL Foundation V3 Certified
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