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
Skills and Experience
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Carlie Smith
309
Boyds Way
Austin,
TX 78001
(512)
653-9876
Objective: To continue my career in the IT industry, building on existing
analytical and
process-oriented
skills within a company that offers career advancement and continual growth.
Highlights of Qualifications
q Project leader in billing system enhancements, additional product
offerings, and regulatory requirements.
q Experience in customer support, including field operations, retail,
dispatch, technical contact center and email support.
q Provided guidance, instruction and work direction to entry level
personnel in a technical support environment.
q Effectively interfaced with multiple internal departments including field
operations, telephone provisioning, network operations and sales & marketing
to assure resolution of escalated customer issues.
q Excellent organizational and time management skills to produce
quality work while meeting tight deadlines.
q Dedicated employee, dependable co-worker and always a consistent
performer with a positive attitude.
Skills and Experience
Experience:
Financial Systems
Administrator 2007 – Present
Grande Communications San Marcos , Texas
·
Supported the retail and
wholesale billing systems and provided timely resolution of escalated issues for
several hundred users.
·
Coordinate system updates,
quarterly releases, and additional enhancements of the retail billing system. Identified
impacts, inform user base, and handle all escalations post-release.
·
Assisted Product Development team
in product definitions, back-office builds, and pre-launch testing.
·
Testing lead for DOCS 3.0, TiVo,
and VOIP rollouts. Coordinated with internal departments and vendors to meet
launch dates and budget requirements.
·
Proficient at querying Oracle
and SQL databases and reporting.
TSC Tech
I-III / Traffic / Workforce Management Analyst 2002-2007
Grande Communications San Marcos , Texas
·
Automated all incoming and
outgoing communications for the tech support center and other departments.
·
Handled escalations for
external customers and internal operations, worked to resolution.
·
Primary initiator of standard
operating policies and procedures for the TSC.
·
Assisted TSC Management with
call center supervision, scheduling, capacity planning.
·
Monitored call volume and
real-time adherence including tracking agent schedules and off-phone activity.
·
Analyzed staffing requirements
for the TSC and made recommendations.
·
Monitored queues, improved TSC processes, and helped
ensure that service level goals were maintained.
Enterprise
Technical Support Technician 2002
Dell Computer CorporationAustin , Texas
Dell Computer Corporation
·
Served
as point of contact for Technical Account Managers and escalation coordinators
seeking information regarding customer cases.
·
Proactively
engaged the required resources to ensure customer expectations are exceeded in
a timely manner.
·
Devised
creative and innovative approaches where established criteria did not exist.
Network
Consultant / Project Manager 1999 – 2001
Blythe-Nelson Network Consultants Dallas, Texas
Blythe-Nelson Network Consultants Dallas, Texas
·
Provided
pre-sales support to clients while operating under minimal supervision on
complex projects.
·
Coordinated
network activities with various groups within the company to ensure required features
are included in the appropriate client implementations.
·
Conducted
periodic status checks with customers and team to assess progress against plans.
·
Focused
on the development and implementation of network/systems projects for clients.
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