yyyyyy x. yyyyyy                   530 east 100 south, #0000 xxxxxx xxxx , xxxx , xxxxx 00000

                                                                                                                                                  xxx-xxx-xxxx

                                                                                                                                               abc@xyz.com

objective

seeking to utilize technical, system maintenance and repair skills in an information technology assignment actively supporting the employer in defining, integrating and launching innovative solutions to maximize operational performance.

 

career profile

ø  numerous dell certified systems expert certifications covering printers, desktops, work stations, laptops and switches (see below).

ø  over seven years of experience in network operations, coordination and analysis.

ø  record of progression to positions of increasing authority and responsibility.

ø  expertise in all facets of upgrading, installation and maintenance of laptops, desktops, printers and peripherals.

ø  adept in coordinating adaptation of advanced technologies and integrating with existing it equipment and applications.

ø  outstanding leadership and technical project management capacity.

ø  proficiency in diagnosing and correcting major system failures.

ø  knowledgeable in documentation, report origination and formulation of policies and procedures.

ø  proven ability in employee service delivery and issue resolution.

ø  strong focus on quality and meeting organizational objectives.

ø  outstanding capacity in planning, analysis and problem-solving.

ø  well-organized multi-tasker with strong detail orientation.

ø  spanish linguist.

technology skills

pc hardware and software repair, diagnostics and upgrades (comptia a+/net + certified), dell certified level ii technician, microsoft office, micros ordering systems, audio visual presentation

 

certifications

dell level ii certified technician

dell certified trainer

dell certified master trainer

comptia a+ certified

comptia network + certified

comptia certified test administrator

 

professional experience

teleperformance usa, salt lake city, ut                                                                                   2006 - present

network operations center tier 2 analyst (2010-present)

         provide call center service for clients such as adobe, microsoft, expedia, toshiba, verizon and many others.

         manage major outages such as non-delivered calls, circuit failures, severed network flow and core collapse.

         communicate with over 100 sites worldwide and negotiate with involved parties to resolve disruptions.

         troubleshoot system failures and communicate with management.

 

 

 

 

 

yyyyyy x. yyyyyy

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dell sales laboratory manager & training manager (2009-2010)

         directed and analyzed trainers, coordinated with clients including microsoft, kensington, targus, belkin, logitech and swill gear on operation status and product roll-out/demonstrations.

         responsible for securing and tracking vendor equipment and networking systems for sales agents.

         conducted training for installation, set- up, upgrades, repairs, troubleshooting and equipment maintenance.

         installed software packages, troubleshot applications and system errors and evaluated trainers.

 

comptia a+ facilitator/dell master trainer (2006-2009)

         retained to train students for a+ certification.

         conducted training for installation/set-up, upgrading, repairs, troubleshooting and maintenance of desktops, laptops, printers and peripherals.

         taught network configurations and operating systems.

         facilitated training of users in systems and software-related issues.

         effectively performed software package installations, upgrades of software, troubleshooting of applications and system errors.

         provided advisement on software use, trained users, developed training/user manuals and directed pc usage.

         as dell trainer, facilitated new hire classroom training for up to 30 students in two-month courses.

         orchestrated two weeks of a+ and six weeks of pnp centered around adult learning theory.

         evaluated and resolved classroom behavioral issues. 

         assessed and rated students on capacity to aid phone customers in diagnosing complex problems while providing resolutions for technical/service issues.

         oversaw student a+ certification process.

         authored needed documentation.

         collaborated with training department on curriculum improvements.

         made wide-ranging use of excel spreadsheets to track metrics and student progress.

         maintained currency through conference calls with clients on new product releases and vitality issues.

         coordinated with operations department to assure smooth transition from training to call floor environment.

         administered and directed problem and request management processes.

         help trainers develop into training champions and future master trainers.

         conducted bi-monthly evaluations of trainers to calibrate areas of swot.

         delivered frequent trainer certification workshops where participants facilitated modules of trainer certification workshop among peers.

 

earlier background

prior to 2006, was a self-employed advanced english conversation teacher/english editor in pergamino, bs. as., argentina, and held increasingly responsible assignments with custer state park resort, custer, sd.  in these assignments gained expertise in group/personal teaching, lesson planning, curriculum development, editing, staff supervision and project management.

 

education

custer high school, custer, sd

graduate

business, theatre, computer science, speech, debate, culinary arts

 

two years study of the spanish language during cultural immersion in buenos aires, argentina.