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Cell:
(801)786-9876: clara@hotmail.com
Network Administrator
A
self-motivated Network Administrator with a strong background in technical
support. An enthusiastic team player known for strong network design skills. An
eye for detail has led to strengths in troubleshooting and debugging, extremely
punctual, reliable, trustworthy, dependable, self-tasked, easy going and a hard
worker.
SKILLS:
Server
2003 & 2008 Windows
OS’s Linux Platforms
Smart
Draw Visual
Basic SANS
&NAS storage systems
Security Wireshark Netstumbler
Backtrack John
the Ripper TCP/IP
protocols
SMTP/FTP Telnet DNS
Javascript C++ Project
Management
HTLM XML Security consol
(JUNOS/JUNIPER)
Network
Infrastructure Design The ability to create and
maintain both Windows and Linux platform Clusters
WORK EXPERIENCE:
QA
& SUPERVISOR- Teleperformance USA, Clearfield, UT 2004-2009
§ Provided QA analyst to fellow agent and
feedback with the lowest dispute rate in four states;
listened and provided direct policy and procedure failures, coached and
educated agents on how to improve their experience with the customer and create
a pleasant experience for the customer.
§
Developed
up to date power point presentations for training material for the Dell project;
adding music, and provoking interactive responses from the agents to invoke
learning of the new material and increasing the up-training rate for the entire
project.
§
Developed
a software program that increased productivity; cutting man
hours in half and the amount of personal needed to complete challenging tasks;
resulting in saving the company hundreds
of thousands of dollars as a result of my creativity and dedication.
§
Motivated
and coached agents to excel and created the number 1 team within the company;
providing stats and providing all of the requirements to accomplish their
individual goals; with the highest CE
(Customer satisfaction) scores, and lowest AHT (Average handle time)
TECHNICAL SUPPORT LEVEL 3-
Teleperformance USA, Salt Lake City, UT 1998-2003
§
Provided
an excellent experience to the customers by answering their service calls; giving
technical support and troubleshooting in the support for Microsoft XP SP2
(service pack 2), and MSN narrowband Internet access for ISP (internet service provider) access.
§
Increased
production 50%; by writing
small programs that were very user friendly for fellow workers to use to access
customers systems using windows remote desktop, for troubleshooting purposes. Which
made the whole experience more delightful for both the tech and the customer.
EDUCATION:
BACHELOR
OF COMPUTER SCIENCE/NETWORKING –Stevens- Henager College,
Ogden, UT 2012
GPA 4.0
PRESIDENT LIST
FOR 2 YEARS
CERTIFICATIONS:
A+ Certification 2006
Dell certified
Technician 2006
Cell: (801)786-9743: clara@hotmail.com
Educational
Dr. David Smith
Professor of History
Weber State
University
(801) 269-5236
Mr. Steven Weaver
Dean of
Computer Science
Stevens
Henager
(435)535-561
Personal
Ms. Marshelle
Gunnell
Material Handler
Fresenius Medical Center
(801) 497-1230
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