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309
Bird Haven Rd. Bar Harbor ME, 04001 •
(207)
288 – 9876 • joy.mitchell@gmail.com
Joy
Mitchell
Versatile IT professional with more
than 11 years experience in the Information Technology field with a background
in customer service excellence. Proven leadership, organizational,
communication and project management skills. Strong ability to develop and
implement technology based solutions to improve efficiency and reduce cost.
Developed organizational policies and procedures to strengthen working relationships
with other departments to improve IT effectiveness and support organizational
goals.
Select
Achievements
v
Developed and
implemented a system lifecycle replacement plan to improve IT CIP budget
planning and gain the most ROI from systems for MDI Hospital.
v
Developed and
managed a successful organizational wide Intranet rebuild project with a budget
of $1000 in half a year at MDI Hospital
v
In 2012 will
saved the Hospital Organization $20,385 a year through negations with mobile
service providers, vendors for consumable supplies and developing a new process
to reduce electronic waste.
v
Reduced
abandoned calls to the Help Desk, reducing the call abandonment rate from 16%
to 6%
v
Developed and
implemented electronic fax project to reduce the cost of ownership by reducing
the number of physical fax machines and streamline work processes for The
Jackson laboratory
Professional
experience
Mount
Desert Island Hospital
December
2009 – present
IT Help Desk Manager
As the Help Desk manager, I provide
leadership to 3 IT divisions under the Help Desk group. The Help Desk, desktop
support and Telecom\communication operations. My team provides support in 4
unique geographical locations with over 410 employees. I developed and managed
a turnaround of support performance while serving the role of IT liaison to the
organization, playing a major role establishing IT as a trusted strategic
partner in the organization.
I am responsible for vendor
selection and negotiations, the Help Desk departmental budget and
responsibilities in the IT departmental capital budget and have many
responsibilities of general office manager for the IT department.
·
Developed new
ways to improve staff education and development relative to technology for the
entire organization with no budget.
·
Systems
analysis and design.
·
Project
planning and management.
·
IT Policy and
Service Level Agreement development.
·
Reduced the
number of standalone printers for fewer more cost effective central work group
printers.
·
Spearheading
the strategic effort to implement Voice over IP phones that will provide
additional redundancy and a cost savings by reducing the amount of copper lines
for the organization.
·
Responsible for
orientation of all new employees to the Hospital for IT services and ensure
they have the basic IT accounts and understanding to start their jobs.
Mount
Desert Island Hospital
March
2009 – December 2009
Support technician
Provided support for installation of
and troubleshooting computer, printer, software, mobile phones and telecom
infrastructure for the main Hospital and 9 clinics in 4 unique geographic
locations.
·
Gained
additional leadership experience by managing projects and mentoring team
members.
·
Managed a
successful major phone system upgrade for 6 phone systems that ran on schedule
with no unexpected downtime.
·
Developed
knowledge sharing and documenting procedures for IT.
The
Jackson Laboratory
May
2000 – March 2009
Desktop support and Help Desk
technician
Working with users to resolve
computer related issues for an organization of over 1200 employees in 2 unique
geographical locations and large traveling sales force. Provided administration
of Mac OS servers, and was a part of a team providing tier 1 and 2 Help Desk
support by phone, email and remote support. All support was documented and
incidents tracked to resolution with Remedy and Service-now ITIL based incident
management software.
·
Project manager
for a lab wide systems upgrade project upgrading computers from Windows NT4 and
2000 to Windows XP.
·
Developed and
executed, then became administrator for electronic fax service.
·
Major upgrade
of Sassafras key server.
·
Assist in set
up and deploy of Xgrid technology to lab Macs and metric monitoring for system
impact after deployment.
Volunteer
and other experience
Town
of Bar Harbor Fire Department
State
of Maine certified Fire Fighter I and II
October
2005 - present
Town
of Bar Harbor Parks and Recreation Chairman
October
2006 – May 2009
Education
Bachelor of Science in Management, University of Phoenix
with a 3.77 GPA
Prior course work with Husson University, Computer
Information Systems.
Technical
skills
Certifications:
Microsoft
certified desktop support technician (MCDST)
Helpdesk
institute certified desktop support technician (HDI-DST)
IS-00700
National incident management system (NIMS) introduction
IS-00100
Incident command system (ICS) introduction
Operating
systems:
Windows
2000, XP, Vista, 7, Windows Server 2000, 2003, Windows Mobile 6, Blackberry OS
5, 6, Mac OS 10 and 10 server, Linux
Network
applications:
Drupal
6, Atlassian Confluence, Atlassian JIRA Symantec Endpoint Protection, Symantec
Ghost, CPSI Patient management, Chartlink, GE Centricity Practice Management,
Numara TrackIT, CPSI Patient management, Microsoft Windows Server Update
Service, Microsoft managed print services, BlackBerry BES Express.
Desktop
applications:
Adobe
Photoshop, Illustrator, Acrobat pro, Microsoft office suites 2003/2007/2010,
Open Office, iWork suite, MS Visio, MS Project, VMware workstation, VMware
player, VMware fusion
Programming:
HTML,
PHP, CSS, Javascript, Visual Basic, Access, SQL, File Maker pro, Crystal
Reports.
Phone systems:
Avaya IP Office 500 and voice mail pro.
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