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Joy Dedon
413.977.9876
309 W McDowell Rd Apt 216 Phoenix AZ 85001
joy@abstractlight.com
Qualifications
· Arizona CDL w/Spotless Driving Record and DOT Card exp. 1/20/2014
· Extensive background in computers including all
Windows operating systems
· Excellent Interpersonal and Customer Service
skills
· 24/7/365 Availability including nights, weekends
and holidays
Summary of Professional Experience
01/12-Present
Technical Support Specialist
JP Morgan Chase
Tempe, AZ
Responsible for:
· Providing computer technical support to internal
and external clients of JP Morgan Chase and affiliates
04/06-07/11
CDL Driver / Field Technician
Floater
Coinstar
Bellevue, WA
Responsible for:
· Installation, de-installation and maintenance of
machines in a given territory.
· Swapping computers and replace computer components
(hard drives, memory modules, modems, mother boards, etc)
· Windows troubleshooting (firmware/software
upgrades, reimaging machines with Norton Ghost, adjusting BIOS settings
for new hardware, etc)
· Outlook troubleshooting (simple account
creation, moving .pst data files)
· Reading wiring diagrams, replacing minor to
major electrical components.
· Being the single point of contact for the
company in the field.
Essential Duties:
· Training of new Field Technicians in all company
policies and procedures including use of company laptop, proprietary software,.
Upgrading of unit operating
systems (Windows XP Embedded to Windows 7 migration).
· Swapping and installing major components:
motherboards, ghosting operating systems, utilizing blue prints and complex
wiring
diagrams when
installing machines, calibration and advanced troubleshooting using laptop
diagnostic software, test meters, tone
generators for
telephone/Cat-5 wiring
· Travelling to locations with little to no
advanced notice for simple overnights to several weeks at a time.
· BlackBerry support for fellow Field Technicians.
Setting up email accounts, configuring push email service without the need of
an
Enterprise server.
Upgrading BlackBerry OS. General training on the operation of the device
· Lotus Notes support for fellow Field Technicians
including configuring custom views, general training.
· Beta testing of software images before system
wide roll out.
· Serving partner units by help desk ticket
utilization. Closing tickets within company standard 24 hour time frame.
· Running of standard RJ11/12/35 cabling from unit
to telephony demarc and/or store network.
Reason for leaving: Laid off due to lack of work
04/04-04/06
Help Desk
Supervisor
Teletec
1 Vision
Drive
Enfield, CT
Enfield, CT
Responsible for:
· Break/Fix Support for 100 terminals
· Taking escalated inbound calls in a call center
environment for Charter communications.
· Technical support over the telephone,
dispatching technicians for installations, disconnects, etc
· Technical support via email
· Direct Supervision of 7-10 Help Desk
representatives
· Exceeding company set metrics on a daily, weekly
and monthly basis.
Reason for leaving: Laid off due to center
closing
2002-2004
Certified Security
Screener
Department of Homeland Security
Reason for leaving: Better Opportunity
2001-2003
RCN inc.
Help
Desk
Responsible
for:
· Taking inbound calls for RCN customers
· Same as for Teletec although was
promoted to email support before I left
Education
Glendale
Community College
6000
West Olive Avenue
Glendale, AZ
85302
Springfield
Technical Community College
1
Armory Square
Springfield, MA 01102-9000
Springfield, MA 01102-9000
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