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
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Carlie Howell
309 Cherryville Road, Flemington
08001
786. 372.9876 · carlie@gmail.com
Operations and Technical Management ·
Technical Analyst for Desktop and Call Center Support
An experienced and
driven IT professional dedicated to provide outstanding operational and
technical leadership. Expertise is within information technology, training,
Development and recruiting. Demonstrated ability to motivate individuals and
teams to meet and surpass challenging goals. Core competencies are within
problem solving, root cause analysis and participative leadership.
Continuous Process Improvement · Quality &
Performance Measurement · Creative Problem Solving
New Business Development · Team Building
· Trend
Analysis
Professional Experience:
Dycom Industries Juno,
FL · 2011
– Present
IT
Support Center Analyst
- Provided IT support
for the Support Center, including desk side support and remote support for
issues unable to be resolved on the initial call.
- Providing telephone/email support to
over 2,500 users daily within multiple subsidiary site locations
- Troubleshooting connectivity issues
within and outside the office for both wired and wireless connections
- Use Active Directory for account
administration
- Network drives mapping and printer
mapping
- Logged call data in the eStop ticket
system to ensure timely resolution
- Configured/troubleshooting email issues
both client and cell phone
- Window-based PC Administration:
responsible for imaging, configuration and maintenance of hardware
(desktop\laptop) and software for all subsidiary locations.
- Developed and implemented procedural
documentation for Support Staff on various IT Procedures and Software
applications
- IT SharePoint Administrator
- Created troubleshooting documentation
for several software/applications used in the Tiffany Environment.
- Developed Training documentation for
various IT Procedures and Software applications
Top Source \ Holy Cross
Hospital
Fort
Lauderdale, FL · 2011
– 2011
Network
Support Technician
- Provided IT support
for Holy Cross, including desk side support and remote support for issues
- Troubleshooting connectivity issues
within and outside the office for both wired and wireless connections
- Logged call data in the ticketing
system to ensure timely resolution
- Responsible for the deployment and
support of all PC hardware and peripherals in the Holy
Cross environment
- Perform installation and maintenance
of standard applications
- Diagnose and resolve computer and
printer hardware issues
- Diagnose and resolve computer
application issues
- Server tape backup support
- Server backup report creations
- Create new physician’s within the
MediTech system
Tiffany &
Co., Parsippany,
NJ · 2008- 2010
IT Service Center Analyst
- Provides IT support for a fast-paced
Call Center, including desk side and remote support.
- Provides customer assistance for computer
related issues via telephone, e-mail, voicemail, and trouble-ticket
processing system (Remedy) for both onsite and remote users.
- Provides hardware and software
technical support for desktops, laptops, blackberry devices, and other
hardware peripherals.
- Window-based PC’s / MAC OSX
Administration: responsible for imaging, configuration and maintenance.
- Installation and configuration of
network and local printers, scanners and fax machines.
- Continue to design and implement
Visual Basic programs to assist with automating troubleshooting tasks
performed by ITSC team members.
- IT Web-Site Administrator through
SharePoint, FrontPage.
- Assist with Identifying and help
coordinating training for IT divisions.
- Cisco Call Manager Administration:
configuring and installing IP Phones and setup of voicemail boxes.
- Develop and maintain installation and
troubleshooting documents for several software applications.
- Train peers on various IT Procedures
and Software applications.
- Use Active Directory for account
administration.
- POS System, hardware and software
troubleshooting
·
Supported replacing hard-drives, printers, monitors
·
Reimaged POS with company standard applications
·
Windows troubleshooting
·
Troubleshot POS software for connectivity issues, and application
issues
·
Assisted with opening and closing stores
·
Tracked all issues within a ticketing system
- AS400 (iSeries) account and printer
administration
Tek-Systems \ Tiffany &
Co. Parsippany,
NJ ·
2007 – 2008
IT
Help Center Analyst
- Provided IT support
for the Help Desk, including desk side support and remote support for
issues unable to be resolved on the initial call.
- Providing telephone/email support to
over 3,500 users daily within multiple site locations and countries
- Troubleshooting connectivity issues
within and outside the office for both wired and wireless connections
- Use Active Directory for account
administration
- Network drives mapping and printer
mapping
- Logged call data in the Ticketing
system to ensure timely resolution
- Configured/troubleshooting email
issues
- Window-based PC’s \ MAC OSX
Administration: responsible for imaging, configuration and maintenance of
hardware (desktop\laptop) and software for all domestic and international
locations.
- Designed and implemented a Visual
Basic program in which became an IT standard for end user profile
preventive maintenance
- IT Web-Site Administrator
- Cisco Call Manager Administration:
Phone\Voicemail
- ACD - Avaya, Lucent: Telecom / PBX
administration: Phone\Voicemail
- Created troubleshooting documentation
for several software/applications used in the Tiffany Environment.
- Performed Training for User Support
Staff on various IT Procedures and Software applications
API Systems, Inc. / Actavis,
Elizabeth New
Jersey ·
2005-2007
IT
Service Center Manager
Managed
a team of 8 direct reports for multiple locations within the US and
internationally. Worked directly with global Information Technology teams to
monitor call volume and produce reports for forecasting and workforce
scheduling, as well as performance management statistics and analysis. Directed
local IT teams to ensure proper staffing, service levels, and training where
achieved. Worked with HR to address performance and behavior problems
including, but not limited to recommending corrective actions and termination,
approving hiring decisions, and reviewing salary adjustments.
- Strong leadership and influencing
skills utilized to motivate, educate, and direct a team.
- Educated team members on the
importance of teamwork in relation to customer satisfaction and company
profit, and how it affects each employee.
- Investigated any and all inappropriate
computer usages.
- Developed and implemented computer
forensic images and investigations used to assist company in pending
litigations.
- ACD - Avaya, Lucent: Telecom / PBX administration
configured and installed analog, digital, and IP phones and voicemail
boxes.
- Purchasing agent for all desktops,
laptops, software, and peripherals for all Actavis’ US locations.
- Company liaison to manufacturers for
all warranty and replacement equipment for desktops and laptops.
- Asset management of all hardware
domestically and internationally
- Developed and implemented training
documentation and procedures for Support Staff on various IT Procedures
and Software applications.
·
Implemented new service processes and procedures, which generated
an approximate savings of over $300k (thousand dollars) annually. These goals
where achieved by implementing
a departmental reorganization, stream-lining IT hardware and software
requirements, daily processes, performance measurements, incentive programs,
and employee learning and development.
API Systems, Inc. / Verizon
Wireless Bedminster,
New Jersey ·
2000-2005
IT
Area Manager (NY, NJ)
Managed a
20-person, senior IT analyst team that was responsible for all day-to-day
desktop support requirements and responsibilities. Developed and implemented
new and inventive process improvements, which assisted with creating a more
efficient IT department. Responsible for
all aspects of managing the New York and New Jersey staffs; Responsibilities
included reviewing forecasting, schedule adherence, reporting, and shift
bids/schedule change approvals.
- Directly managed and assisted IT staff
with providing Tier-2 \ 3 technical support for approximately 3500 employees.
- Reviewed production statistics to
identify individual employee strengths and potential areas for
improvement.
- Monitored individual and teamwork load
to ensure adherence to quality standards and regulatory requirements.
- Wrote regular performance reviews
including monthly reports, and conducted face-to-face meetings to maintain
and improve success through mentorship, coaching, and corrective action as
needed.
- Asset management tracking
- Provided onsite and remote client
assistance for computer related issues via telephone, e-mail, voicemail,
and trouble-ticket processing system (Lotus Notes \ Remedy)
- Provided hardware and software
technical support for servers, desktops, laptops, PDA’s (Palm Pilots, Treo
Smartphone, blackberry devices)
- Responsible for imaging, configuration
and maintenance of hardware (desktop/laptop) and software for all domestic
and international locations
- Installed and configured network and
local printers, fax machines, and scanners
- Developed and implemented training
documentation and procedures for all IT training
- Company liaison to manufacturers for
all warranty and replacement equipment for PC’s, laptops and servers.
- Developed and maintained management
reports for tracking client service requests.
·
Instrumental
in the recommendation and development of an Executive Support Staff. This
allowed for immediate intervention on any escalated and/or difficult calls from
all executive staff members.
·
Designed
and implemented programs in Visual Basic to become company standard for end
user migration in Windows 2000. Application assisted with migrating windows
profile settings. This generated the company a substantial savings by not
needing a third party company to design, develop, and implement a company
specific application.
Technical Skill-sets
Computer forensics · Operating Systems: Windows 2000
Workstation and Server, Windows XP, Windows 2003 Server, Mac OS X · Email
Systems: Microsoft Exchange, Lotus Notes, Entourage · User Administration: New user
construction, user password and account administration, and terminations · Configured
and installed digital and IP phone systems · Ghost imaging · Network and local Printer maintenance and
repair · Desktops, Workstations, Laptops and Servers · Apple
Computers (OS X) · AS400 account
and printer support · POS · Track-It · Trend Micro Anti-Virus · Remedy 5.1 · Palm Pilots · Blackberry · AS400
(ISeries) · Lotus Notes 6.5
Formal Education
Associates:
Information Technology Support ● University of Phoenix, Florida
Bachelors:
Business Administration in Information Technology Management ● University of
Phoenix, Florida
** In Progress **
Additional Training & Certifications
CCE (Certified Computer Examiner), MCSA
(Windows 2000), Comp TIA A+, Comp TIA Project +, Dell ASP, HP ASP, IBM ASP, Maintaining
a Positive Workplace, Diversity: Leveraging & Developing People,
Performance Management, and Leadership for Results
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