yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000
abc@xyz.com

 

objective

solutions-focused, performance-driven leader eager to contribute technical expertise as well as program/project management, quality assurance and process enhancement talents toward supporting employer operations.

profile

ø  offer progressive experience in managing and monitoring team members, with comprehensive background in technology and quality assurance.

ø  obtained numerous technical credentials including: mcse, mcp+i and mcp.

ø  effectively develop and implement targeted action plans to maximize productivity and efficiency.

ø  successfully develop, mentor and lead top-performing teams committed to providing superior service.

ø  dynamic communication, presentation, relationship building and problem-solving abilities.

ø  highly versatile; quickly master new roles, responsibilities, technologies, and environments.

ø  facilitate smooth communication between staff and senior personnel and expedite workflow to attain objectives.

ø  demonstrate outstanding problem solving and active listening skills; diffuse difficult situations with tact and ease.

professional experience

sbcis / at&t - san ramon, ca                                                                                           1999-present
quality assurance manager (2003-present)

  promoted to contribute dynamic leadership skills in managing and monitoring tier one support calls, with full accountability for comprehensive performance evaluation.

  conduct comprehensive review and analysis of calls and prepare detailed reports on overall performance levels and areas targeted for improvement.

  discover gaps in process and define/deliver instrumental recommendations to process teams to ensure prompt and efficient resolution.

  proactively monitor qa for sbc internet services tier 2, 2wire (later home networking), enhanced/business dsl, and lightspeed, with strong focus on optimizing productivity, efficiency and performance.

  train and motivate other qa managers, playing an instrumental role in developing top performing team members.

customer care process engineer (2001-2003)

  applied advanced communication and interpersonal relation skills toward arranging and attending meetings to gather all requirements and information needed for creating m&p's for the customer care group.

  identified and implemented technology-driven solutions to streamline workflow and maximize performance.

desc project engineer (2000-2001)

  proficiently wrote m&p s for the desc and participated in numerous meetings, demonstrating exceptional project management and multitasking abilities in achieving goals and timelines.

desc engineer (2000)

  actively supported the training of new engineers and worked closely with process team in identifying and resolving issues with new procedures.

  contributed industry expertise and strong communication skills toward acting as first point of contact in responding to customer inquiries, troubleshooting problems and delivering technical education.

technical analyst / staq (1999-2000)

  exhibited analytical and problem solving abilities toward correcting software/hardware connection problems.

  steered the preparation and correction of provisioning worksheets and fixed router information.

 

prior experience

 

network technician asst network administrator - contra costa county, martinez, ca; 1998-2000
computer / network technician - martinez unified school district, martinez, ca; 1997-1998
gunners mate missiles, supervisor - united states navy, various; 1976-1996

education

associate, network technology - heald insititute of technology (martinez, ca); 3.75 gpa

associate, computer technology electronics - heald institute of technology (martinez, ca); 3.89 gpa

yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000
abc@xyz.com

 

 

 

 

 

date

 

 

 

hiring agent name

company

address

city/state/zip

 

dear _______________________________:

 

i am currently exploring new <management or it> opportunities, and am interested in joining your team.  to acquaint you with my qualifications, i m submitting my resume for your review.  in advance, thank you for your time and consideration.

 

as illustrated by the accompanying resume, i have a solid <management or it> background in quality assurance.  from monitoring high performance teams and facilitating superior client servicing to executing proactive technological processes/procedures, i have continually excelled in maximizing performance as a dynamic <leader or team member>.  i excel in identifying and resolving inefficiencies, introducing technology solutions instrumental to boosting performance and strategically utilizing resources to generate optimal results.  to complement my experience, i offer several certifications including mcse, mcp+i and mcp.

 

as a member of your team, i will consistently exhibit a strong commitment to quality and a dedication to playing a large role in achieving and surpassing goals.  i am eager to meet with you to discuss how my qualifications support your current and prospective needs, and welcome the opportunity to interview at your earliest convenience.

 

professional regards,

 

 

 

yyyyyy x. yyyyyy

 

yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000
abc@xyz.com

 

 

 

 

 

 

date

 

 

 

contact name

company name

address

city/state/zip code

 

 

 

dear _______________________________:

 

i would like to thank you for providing me the opportunity to interview with you and discuss the exciting (title of position applying for) position currently available with your company.  having gained a deeper insight into the job requirements and your objectives, i am confident you will find me a valuable asset in achieving your goals.

 

as discussed, i am an enthusiastic, disciplined team player eager to launch a successful career as a dedicated member of your staff.  i believe you will find my dynamic (list a few skills/qualifications relevant to the position) skills vital to your operations and look forward to contributing to your success.

 

should you have any additional questions, or to discuss future employment opportunities, please feel free to contact me at your earliest convenience.  again, thank you for the enlightening interview.  i look forward to your response.

 

sincerely,

 

 

 

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