Sample Template Example of Beautiful Excellent Professional Curriculum Vitae / Resume / CV Format with Career Objective, Job Description, Skills & Work Experience for Freshers & Experienced in Word / Doc / Pdf Free Download
Summary
Areas of Expertise
Professional Experience
Education
Affiliations
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Orion Provines III, MBA
15 Mozart Ct.
Wheaton, IL 60554
|
orion@gmail.com
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Home: 630-668-1234
Cell: 630-606-1234
|
Summary
Dynamic, energetic business support professional with a passion for information
systems and technology, and a reputation for project management, team building,
and innovative strategic ideas and vision.
Possess outstanding written and interpersonal communication and
collaboration skills, with the ability to articulate messages within all levels
of the organization. Demonstrated leadership
and organizational management and development competencies, with an emphasis on
team building and staff motivation toward the delivery of high performance
organizational standards.
Areas of Expertise
·
Expert customer service and support skills
·
Exceptional information technology background
·
Outstanding leadership and motivational expertise
·
Ability to analyze processes and assess gaps
·
Excellent verbal and written communication
·
Expertise in delivering measurable business goals
and outcomes
·
Strong software implementation and project
management skills
·
Effective budget and fiscal acumen
Professional Experience
CCC Information
Services — Chicago, IL
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1/05 to 3/11
|
CCC is the nation’s leading provider of advanced software, data
warehousing, workflow tools, and enabling technologies to the automotive claims
and collision repair industry, with more than 37,000 automotive repair facility
customers and 350 leading automotive insurance providers.
Manager, Technical Support Operations
Manager of a
technical support organization responsible for leading 70+ technical support
agents and 9 direct report supervisors/leads within two call center facilities,
to ensure top-level customer software, hardware, and product delivery and
implementation support.
Selected Contributions:
l Cultivated an environment in which
employees remained motivated to deliver top performance and outstanding
customer service and support.
l Developed, maintained, and ensured client
rapport satisfaction as measured by end user satisfaction client surveys, net
promoter surveys, and direct feedback.
l Facilitated effective and appropriate
communications between account management teams, product development,
registration services, and call center support staff. Ensured the swift resolution of issues of
strategic customers to preserve customer loyalty and promote corporate objectives.
l Established technical models and
specifications to enable customers to properly integrate software systems
within their organizations to improve workflow standards.
l Provided accurate, timely, and professionally
written, statistical and verbal reports to leadership for historical, current,
and future forecasting and budgeting purposes.
l Managed multiple projects for the technical
support implementation and training of new and updated corporate software
initiatives, ensuring adequate staffing, training, and tools in order to
minimize customer impact.
l Analyzed individual and team performance
consistently, performed root cause analysis and developed corrective action
plans. Developed, grew, and maintained
knowledge, capability, morale, and career satisfaction of staff.
l Maintained extensive knowledge in Microsoft
operating and server systems, Internet-based software programs, technical
hardware including workstations, servers, tablets, and smart phones, and
information technology and business intelligence.
l Responsible as backup for
telecommunications support group to ensure 24/7 operation of ACD, IVR, and
hosted call center software platform.
Strong background in Avaya and inContact call center software, and Blue
Pumpkin and Pipkins workforce management software.
l Participated in LEAN customer support
working group sessions in collaboration with Network Operations Center staff to
increase visibility of technical support operations and develop strategies to
create efficiencies within the technical support organization.
American Academy
of Pediatrics — Elk Grove Village, IL
|
9/01 to 12/04
|
The American Academy of Pediatrics is a world-class, distinguished
pediatrics advocacy membership organization dedicated to the health, safety,
and well being of infants, children, adolescents, and young adults.
Technical Support Help Desk
Led the
support of end-users of the American Academy of Pediatrics’ corporate
information systems to provide front line technical support for the resolution
of operational and usability issues. Provided effective, timely, and
courteous resolution of computer hardware and software issues. Managed incoming issues from first contact
through problem resolution and effectively utilized appropriate tools and
analytical skills in the rapid resolution of problems.
Selected
Contributions:
l Analyzed performance of Help Desk
activities and documented resolutions, identified problem areas, devised and
delivered solutions to enhance quality of service and to prevent future
problems.
l Identified, recommended, developed, and
implemented end-user assistance programs to increase computer literacy,
including dissemination of help sheets, usage guides, and knowledgebase
articles.
l Maintained accurate documentation for all
support processes and procedures.
l Assisted with the upgrading and
installation of computer hardware, software, and peripherals, while ensuring
minimal customer downtime.
l Maintained knowledgebase of known issues
and resolutions.
l Accountable for all IT purchasing including
new PCs, servers, software, and hardware. Extensive experience with vendor
negotiations for best pricing.
Wetherill
Associates, Inc. — Roselle, IL
|
6/96 to 12/00
|
Wetherill Associates, Inc. is a world-wide distributor of automotive
electrical components to aftermarket rebuilders of starters and alternators.
Regional Distribution Center Manager
Operated and
managed a regional distribution center with monthly inventory volumes of $2 to
$4 million. Responsibilities included hiring, training, and supervision of up
to 12 on-site facility associates including customer service, inside sales, and
warehouse personnel, and 15 corporate account support staff.
Selected
Contributions:
l Accountable for up to $4 million in monthly
rotational inventory, and responsible for control of just-in-time inventory
systems to ensure stock levels remained in line to meet customer needs based on
demand, utilizing forecasting and logility tools and frequent cycle counts.
l Responsible for
directing and controlling distribution center activities to ensure the
efficient and economical utilization of personnel and facilities for receiving,
storing and distributing inventories.
l Responsible for meeting monthly budget
requirements by controlling labor and spending costs, and completion of profit
and loss statements.
l Managed customer service issues including
customer returns, complaints, and invoicing questions, and utilized research
tools to ensure customers acquired proper parts for appropriate vehicle
application.
l Led nationwide distribution center
implementation of BaaN Enterprise Resource Planning software package, including
software development and testing, and staff training.
l Managed multiple projects associated with
implementation of new hardware and software within the national warehouse
facilities.
Education
MicroTrain Computer Training
Microsoft Certified Systems
Engineer (MCSE) Certification 2001
CompTIA A+ Certification 2001
Roosevelt University
BA Computer
Science 2007
Roosevelt University
MBA (Concentration in Management) 2010
University of Illinois - Chicago
MS Health Informatics – Expected Graduation 2013
ITIL V3 Foundation – Expected Completion September
2011
Affiliations
AHIMA – American Health Information Management Association
HIMSS – Healthcare Information and Management Systems
Society
IEEE – Institute of Electrical and Electronics Engineers
ACM – Association for Computing Machinery
Delta Mu Delta – International Honor Society in Business
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