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Ruby Walker
309 Bruce Ave, Opelika, AL 36001
Home:(678) 760-9876 Email: ruby@yahoo.com
Technical
and Network Support Professional
IT
Professional with over 6 years experience in supporting, troubleshooting, and
maintaining a variety of network technologies. Background includes
hands-on experience with multi-platforms, POS (point of sale) support, LAN/WAN
environments, Cisco routers and switches and software/hardware configuration
and installation.
Technical Expertise
Certifications: Comptia A+ (Hardware) and Network+ , Cisco Network Specialist
(CCNA courses)
Operating Systems: Windows 2000, XP. Vista, Windows 7, Windows Server 2000, 2003 and
2008
Hardware: Cisco 3600/2500/1700 series Routers, Cisco 2900 /3750 series
Switches, network cards, Laptops, modems, Wireless access points, printers and
other network devices and peripheral devices
Network Protocols: LAN/WAN, TCP/IP, VPN, DNS, DHCP, NAT, PAT, BGP, EIGRP, IGRP, PPP,
OSPF, FTP, ETHERNET
Education
DeKalb Technical College, Clarkston, GA Cisco Networking Specialist
Florida A&M and Florida State Universities, Tallahassee,
FL A.A. - Architecture
Professional Organizations
President of Association for Information Technology Professionals
(AITP), DeKalb Technical College
Work Experience
CCI (IBM)
09/2010 to 12/2010
Technical Support (inbound calls- 20 to 30 a day)
·
Provided phone support for
IBM POS stores and servers.
·
Achieved a 90% resolution
rate for first call support.
·
Demonstrated ability to
provide innovative solutions to difficult technical problems.
·
Maintained trouble-ticket
system to record and track user calls and e-mails.
Chico’s FAS Inc., Winder, GA
12/2009 to 2/2010
Technical Support (inbound calls – 55 to 75 a day)
·
Respond
to inbound associate requests via telephone, email, remote access, and
in-person to diagnose and resolve network and other technical issues. Perform
outbound calls necessary for investigation/follow up of problems with stores
for reported issues.
·
Initiate,
update, track and close trouble tickets through the internal work order system.
Follow established policies and procedures. Provide correct follow-up, routing
and escalation when situations require.
·
Escalate
issues to appropriate personnel or departments based on priority and escalation
standards. Perform research for support and business partners as needed.
·
Work
to ensure that procedures and processes are clear and are followed going
forward. Address procedural questions from HQ and Store Associates.
·
Provide
and Manage secure access to vendors and Chico’s associates relating to
production systems.
·
Communicate
status of issues with responsible parties and Management in writing and
verbally. Generate and distribute business and technology reports.
·
Responsible
for providing tech support for corporate, stores, and remote users with their
technology including Desktop PC’s, POS, Servers, Network Devices and
Applications.
DeKalb Technical College, Clarkston, GA 6/2007 to 1/2009
Cisco Lab Assistant
· Configure and maintain Cisco routers and switches for POE and VoIP.
· Configure firewalls, domain name services, e-mail, Web, and ftp
services.
· Install, diagnose, repair, and upgrade computer systems and
software.
· Manage file systems, storage devices, network servers and
workstations.
· Design and implement real world scenarios using various protocols
and hardware for testing.
·
Aide students in lab
configurations, troubleshooting, and routing protocols.
IpSwitch, Inc., Alpharetta,
GA
6/2008
to 12/2008
IT & Network Support (inbound and outbound calls 40 to 55 a
day)
· Provide technical support and training for clients using
WhatsUpGold Network Monitoring software
· Provide hardware and software upgrades to clients utilizing
WhatsUpgold software to monitor their networks.
· Resolved issues ranging from corrupt SQL databases, SMS
Direct issues to VOIP issues based on using
WhatsUpGold software.
· Provide configuration setup and troubleshooting with the following
Internet Protocols: TCP/IP, WMI, LDAP, UDP, DNS, SNMP, HTTP
Procter & Gamble, Lawrenceville,
GA
8/2006 to 5/2008
Data Technical/Software Support (inbound calls 55 to 60 a day)
• Provide technical support for Procter & Gamble's
22,000+ employees in the US and Costa Rica.
• Provide technical assistance to vendors using NetMeeting
and phone support.
• Troubleshoot and resolve issues related to network, hardware,
software, and data retrieval from SAP.
• Provide monthly quotas for vendor activity and overall
resolution of issues to senior management.
• Provide weekly and monthly reports to senior management
concerning ongoing projects.
Rick
Case Auto Mall (Finance Manager) Duluth, GA 9/2004 to 6/2006
SunTrust Bank Corporation, Atlanta, GA (Contract
Position) 3/2004 to 8/2004
Hardware/VPN Technical Support
(inbound call 30 to 40 a day)
• Provided Technical Support for 5000+ internal employees and
2500+ remote users.
• Monitored help desk phone providing outstanding customer
service on technical issues.
• Installed cabling for new and existing network
infrastructures.
• Installed and configured operating systems, wireless
devices, routers, switches, and printers.
• Performed maintenance of on-site/off-site personal
computers, servers, and peripheral equipment by identifying problems and
providing appropriate solutions.
Home Depot Corporation, Atlanta, GA 1/2003
to 2/2004
Hardware/Software Technical Support (inbound calls 60 to 70 a day)
• Provided phone support for 1800+ stores in the US and
worldwide.
• Achieved a 90% resolution rate for first call support.
• Demonstrated ability to provide innovative solutions to
difficult software problems.
• Maintained trouble-ticket system to record and track user
calls and e-mails.
• Administered RAID support and recovery for Point of Sale
systems.
• Successfully setup, diagnosed and repaired Unix servers,
point of sales systems, laptops, barcode readers, routers, switches, and PDA's.
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