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Arica Menton
3021 Glass Window Road • Apt 421
Hamilton 30521
410-520-3024
Arica.menton11@gmail.com
SUMMARY
IT Professional with expertise in
management and technical support, using strong organizational and process
improvement skills. Innovative and committed
leader with track record of cost savings, team building and problem
solving. Specialties in service desk and
project management, supervision and customer service, demonstrating effectiveness
at hiring, conflict resolution and negotiation.
Self-motivated initiator with highly effective written and interpersonal
communication skills. Clearance: Active
Secret.
TECHNICAL SKILLS
* Analysis *
Troubleshooting/Problem Resolution
* Technical Training
*
Testing * Asset Management * Crystal
Reports Design
*
ITIL * Incident Management System Configuration
PROFESSIONAL EXPERIENCE
progressive
insurance, Colorado Springs, Colorado 2011-Current
IT
Operations Analyst
Contract
through Modis
·
Analysis and resolution of software, network and hardware problems on
site and remote through use of remote access tools, following standard Remedy incident
management processes.
·
Configuration, maintenance and installation of desktops, laptops and
printers and software distribution through SMS.
robert half
technology, Colorado Springs, Colorado 2010-2011
Computer
Systems Support Specialist
Performed
desktop support and project management services at Peterson AFB.
·
Configuration,
installation, problem resolution and maintenance for Thin Clients, notebooks,
desktops, network printers, fax machines and other IT equipment as well as
government software.
·
Managed
project to image, test and install 500 systems and printers on two separate
networks.
Focus on the family Colorado Springs, Colorado 2010
IT
Service Desk Lead
Managed
service desk processes, procedures and staff, ensuring compliance with ITIL
incident management best practices. Performed
technical and customer service training, software purchasing and metrics
reporting.
·
Increased
first call resolution 17% and reduced abandon rate 61% through training and
coaching staff.
·
Prepared
training documentation for Cisco Wireless and VPN project implementations.
hewlett-packard, Colorado Springs, Colorado 2008-2009
Contract through Volt Management Corp.
Technical
Support Rep 2
Assigned
exclusively to the McKesson Corporation for telephone tech support.
·
Researched
and resolved user software application and security problems using Win 2003,
ITIL, HP Openview Service Desk, ServiceWare, Active Directory and Remote
Desktop.
·
Performed
troubleshooting on hardware and configuration issues, escalating them to the
appropriate support group for hands-on resolution.
JIM
SCHLIEPER
Page Two
banner health Phoenix, Arizona 2007-2008
Call
Center Manager
Managed technical
direction and supported large corporate call center. Led projects and process improvements,
provided training, database support and vendor management.
·
Improved
accuracy of company physician information database by over 25% through restructuring
physician referral program and improving processes.
·
Managed and supervised staff, resulting in highly
effective service delivery.
·
Successfully led disaster recovery and web site redesign
projects.
americhoice/unitedhealth
group, Phoenix, Arizona 2005-2007
Contract through iTech Solutions, Inc.
Help
Desk Supervisor
Managed
AmeriChoice help desk as help desk administrator, including training,
troubleshooting, escalations, project coordination and reporting.
·
Managed
help desk serving 50,000 users, supporting hardware, software, application and
security issues using ITIL, HEAT, HP Openview Service Desk, Active Directory,
Citrix, ServiceWare and Avaya IP Agent.
·
Increased
department productivity 60% through training, supervising and motivating staff.
·
Improved
critical application and platform security by effectively coordinating
projects.
·
Created
and modified Crystal Reports contributing to management decisions.
·
Led
HIPAA and Sarbanes Oxley entitlement review projects, resulting in crucial
security audits being passed.
premiere global
services, Colorado Springs,
Colorado 1995-2004
Manager
of Help Desk and Desktop Support (1998–2004)
Managed all
aspects of help desk and desktop support services including training, process
improvement, project management, reporting and facilitation of the Change
Advisory Board.
·
Dramatically reduced loss of user productivity
by designing, implementing and managing company’s help desk to efficiently
track and resolve incidents.
·
Captured and resolved hardware and software
incidents using HEAT, Active Directory, Remote Desktop, Outlook, Office 2003
and Exchange.
·
Mentored and provided professional
development guidance to staff, resulting in very low turnover and 75% being
promoted to advanced positions.
·
Managed
projects for over six years from concept through implementation,
involving cross-functional teams of departmental staff, tech support,
developers and management.
·
Exercised leadership and conflict
management skills in high-stress situations to bring staff throughout the department
back to focus on solutions.
·
Reduced end user support staffing needs 50% by introducing
tools and implementing process improvements.
·
Implemented
automated barcode-based asset tracking system, reducing inventory management
time 80%.
·
Centralized
technical data and procedures by creating a Network Operations knowledge base
in Knowlix.
·
Eliminated
e-mail outages and reduced e-mail server storage requirements by creating and
implementing e-mail management policy and providing user training.
·
Created
all departmental reports using Crystal Reports, analyzed data and made
recommendations to management on operations and budget.
Manager
of Information Systems (1995–1998)
Responsible
for network and e-mail administration, desktop support, technical training and
project coordination.
·
Managed
NetWare 4.1 network providing administration, planning and support.
·
Wrote
RFP and planned network redesign project which led to successful replacement of
all company networking equipment within planned downtime.
EDUCATION
Certified
Novell Engineer (CNE)
A+ Certified
Service Technician (A+)
Diploma,
Computer Programming for Business, Arizona Institute of Business and
Technology, Phoenix, Arizona
Coursework in
Business, Management and Accounting, Arizona State University, Tempe, Arizona
Master of
Divinity, Counseling Emphasis, United Theological Seminary, Dayton, Ohio
B.A.,
Psychology, The Ohio State University, Columbus, Ohio
KEYWORDS
MS Windows 7, XP, 2000, NT, 98, Server 2003, Remedy
7.6, HEAT Service and Support 8.0, HP Openview Service Desk 4.5, Cherwell
Service Management 3.4, Altiris, ITIL, CMDB, Active Directory, MS Management
Console 3.0, SMS, Remote Desktop, Citrix, VPN, Avaya IP Agent 4.0, Avaya CMS
Supervisor 13, Siemens OpenScape Contact Center Enterprise 7.0, Nortel
Symposium 4.0, ACD, Crystal Reports 8.5, SharePoint 2007, RSA Security Console,
WebTrends 8.0, MS Office 2010, MS Word 2010, MS Excel 2010,MS Office 2007, MS
Word 2007, MS Excel 2007, MS Outlook 2007, MS Visio 2007, MS PowerPoint 2003,
MS Access 2000, MS Project 2003, MS Exchange, MS Office Communicator, Lotus
Notes 6.5, ServiceWare, Safeboot, Sametime, Knowlix, Asset Tracker, Go To
Meeting, E-Centaurus, Amcom, CTI, Desktop, Laptop, Thin client, Fiber.
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