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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx ~


Information Technology Professional seeking to utilize in-depth experience and broad-based expertise in a challenging IT Management assignment




Microsoft Office Suite, Adobe CS, Remote Desktop, Proxy Pro, Citrix, SCCM, WebEx, Skype, Salesforce, Exchange, Kofax, McAfee Encryption, Symantec, Endpoint Protection, QuickTime, Avamar, Remedy, Vantive, Clarify


Telephony & Networking:

Cisco VPN, Voice and Data Cabling, Racking, Wire Management, WLAN, Cisco Routers and Switches, Firewall, Video Conferencing, Active Directory, Group Policy, Phone systems


Operating Systems:

MacOS, MacOS Server, iOS, Windows 95/98/NT/2000/XP/ Server/Windows 7/10, Tablets, Smart phones/Mobile phones



HP, Dell, Lenovo, Toshiba, Apple laptops and desktop models. Xerox, Imagistics, and HP Printer lines, Apple Xserve, Xsan, Wireless Hubs, UPS Systems, Motion Tablets, iPads, iPhones, Smartphones, Audiovisual Equipment


Profile of Qualifications


  Expertise in territory management providing crucial configuration, imaging, testing, diagnosis and troubleshooting as well as laptop, desktop, external drive, telephone and printer repair

  Recently gained ITIL and Professional Scrum Master Certifications as well as PSM1; exceptional capabilities in technical writing and personnel training

  Experienced in use of SCCM, resolving High Severity incidents, Problem/Incident Management and Move/Add/Change Requests, with ability to identify/compare options and solutions and route appropriately

  Outstanding communicative strengths with skills in developing interpersonal working relationships, sharing well-considered advisement and solutions and working with organizational executive management as well as company clientele


Professional Synopsis


Senior Analyst, HCL America Inc., Phoenix, AZ 2011 - 2017

       Effectively met comprehensive responsibilities in managing needs for five-state area encompassing Arizona, New Mexico, Nevada, Nebraska and Utah; oversaw configuration, imaging, testing, diagnosis and troubleshooting, repaired laptops/desktops/tablets/external drives/telephones/printers and provided focused technical support and detailed incident documentation/resolution utilizing Remedy call tracking system.

       During assignment gained in-depth experience with SCCM imaging, problem management and move/add/change requests as well as the ability to identify options/solutions and direct accordingly.

       Skillfully administered passwords and dealt with locked accounts aligned with multiple secure systems/web sites; also provided exceptional customer support and service and continually received acknowledgement and highly positive feedback from clients as well as on performance evaluations.

       Continually employed communicative excellence in authoring technical reports as well as in telephone conversations with individuals not well-versed in IT vernacular and concepts; also trained help desk personnel as well as new hires.


Yyyyyy x. yyyyyy ~ Page Two


       Administratively managed requests for new hires, on-/off-boarding requests and terminations, and assisted in development of new processes for knowledge-based documents; prioritized and resolved multiple IT-related issues while performing array of tasks simultaneously in a tight deadline and customer-focused environment.

       Consistently developed and brought forward solutions for multiple situations and challenges and demonstrated strengths in collaboratively interfacing with organizational executive management as well as company partners and business clientele.


Division Manager of Aviation, Aerospace and Energy, Lumea Staffing, Phoenix, AZ 2010 - 2011

       Oversaw work performance of staffing team responsible for reviewing applications/resumes, interviewing applicants, matching applicants to potential jobs and placing qualified individuals in new assignments.

       Served in liaison role between consultants/company/clients, interfaced with client representatives to identify needs and ensure fulfillment, processed all documentation and was intermediary between corporate IT department and division.


IT Manager-Team Leader, R.H. Donnelly, Phoenix, AZ 2007- 2009

       For a four-state territory and 800 clients, expertly oversaw operations of team of software/hardware repair specialists; managed Macintosh-to-Windows migration for 300 workstations/servers across 18 states, coordinated work of 14 technicians in installing equipment, converting data, setting up peripherals, testing systems, training individuals and arranging for sale of old equipment.

       Steered 300+ employee office move involving network design/construction and other complex requirements; also directed moves in smaller locations throughout Southwest as well as in Denver corporate office.

       Expertly project managed sales force technology refresh involving upgrade/resale of 1,005 portable systems in 14 states and 50 office locations; was successful in completing project six weeks ahead of schedule while improving sales productivity and employee morale.


Senior PC Support, Amdocs, Phoenix, AZ 2004 2007

       Designed business plan for developing video streaming system for use by executives/training departments, and compiled cross-functional team to provide live/pre-recorded video feeds to individual company locations utilizing multicasting.

       Following assessment of existing printing capacity designed new environment of 900+ color/black and white/multi-function printers for use company-wide.

       Reviewed portable product lines from key organizations prior to migration of sales force from Macintosh to Windows platform; recommended product line that aligned with company requirements and passed integration testing; provided senior technical level support during/after implementation.


Lead Architect, Qwest, Phoenix, AZ 2000 2004

       Held comprehensive management responsibilities for Approved Product Department in researching incoming vendor products to identify products meeting project price points, sustainability, supportability and integration objectives.

       Was field technician s escalation point for problematic situations, overseas vendors and executive management technical issues; also served in liaison role between vendors/internal IT and purchasing departments and was responsible for negotiating new/annual renewals of vendor agreements.


Lead IT Specialist, Dex Media, Phoenix, AZ 1999 2000

       Tasked with assisting in resolving hardware/software trouble calls for 300 clients across multiple states; trained/mentored lower-level technicians and was local Project Manager for organization-wide hardware/software upgrades.





Phoenix College, Phoenix, AZ

Associate of Arts and General Studies, Civil Engineering Concentration

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