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12 cushing avenue • brockton, ma 02001
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Phone 401-248-9876• E-mail ruby@hotmail.com
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Ruby Brooks
OBJECTIVE: To utilize my hands on experience and training in a corporate environment,
while providing outstanding customer service
Work experience
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3/2011 – 6/2011
Ineoquest Technologies
Information
Technology Associate (contractor with Entegee Engineering)
n Provide
Desktop Support of hardware, software,
network, printer and fax related issues
n Manage
AD accounts, server updates and set policies
n Image
MAC and Windows pc’s and laptops for deployment to internal and remote users
n Support
users of XP, 2000,
12/2009 – current Kairos Enterprises, LLC
Part-Time
New Business Manager
n Generate national
business leads for growing facilities management company
n Negotiate
contracts with new clients
n Facilitate
account staffing, scheduling, payroll
n Account
management
n Act
as project manager for large contracts that required subcontractors
2005 - 2009 Ropes & Gray LLP
IT Specialist Phone Support
n Provide
off hour technical user support of hardware and software for attorneys in
both US and international offices
n Serve
as team contact by initiating, completing and following-through with all
assigned and self-generated Magic tickets.
n Manage
telephone and email requests as required
n Blackberry
technical support including server-side device setup
n Audiovisual
set ups including laptop/projector connectivity, video/teleconferencing
setups
n Hands-on
experience with Wi-Fi including laptop cards and external hot spots
n Perform
SQL server monitoring
n Perform
software installations and other tasks as requested by the Local IT Manager
or supervisor In rotation with other local IT staff
n Manage
team reporting of trending, statistics, ACD call handling and the emergency call tracking database
2003 - 2005 The Computer Merchants
Support Analyst (contracting at CSC in
n Function
as part of a technology management corporation supporting employees of
Fortune 500 companies nationally
n Initiate
trouble tickets for call tracking and escalation by utilizing various systems
such as AHD Service Desk, Remedy, and Infoman
n Mange
user accounts, SAP, Unix, Citrix, RAS, NT/2000 active directory, Web and
Lotus Notes
n Work with other teams to provide resolution to end user
service issues as well as work with management to ensure customer service
quality and
2000 - 2002 Digitas
Support Engineer
n Support an end user population of 1900 in resolving
hardware and software issues as they relate to laptops, desktops and printers
n Initiate
trouble tickets for call tracking and escalation by utilizing various systems
such as AHD Service Desk, Remedy, and Infoman
n Mange
accounts as they relate to NT, Netscape, Outlook 2000, Virtual Workspace,
RAS, OLTS and OLT&E
n Provide
support for Windows 95, 98, NT, 2000 and XP operating systems
n Responsible
for daily reports related to helpdesk statistics related to call origin,
volume and handling
n Handle
daily QA of all call tickets logged to ensure proper category assignment as
well as continuity of resolution practices
1999 - 2000 Interim Technology
Technical Support Analyst (contracting at Phaseforward in
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Created and managed
NT accounts used for capturing clinical data
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Configured laptops,
that were shipped to various clinical sites, for the purpose of accessing
Phaseforwards website
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Created and
troubleshot RAS accounts
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Performed hardware
upgrades on all laptops
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Maintained daily
contact with sites as follow up to releases of pharmaceutical trials
·
Provided technical
support to global end user population
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Education
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current Regent
University Virginia
Beach, VA
Organizational Leadership and Management
n Degree
completion in 2012
2000 New
Horizons
Design and Implementation of Access
Database
n Certificate
1999 - 1999 Computer-Ed
Business Institute
Help Desk/ PC Repair Specialist
n Certificate
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