I left out personal information, license #'s, and company I've worked for and company I currently working for.
I'm eagerly looking to get into doing Server/Networking work/troubleshooting; my current employment isn't allowing me to grow any further then what I am doing and feel like I am very under utilized, there was talk of me taking on network switches but that dried up and think that was just to "keep me there" talk.
Can anyone critique my resume and let me know what may be wrong with my resume?
I've been applying around my area and even out in pleasanton, livermore, dublin, san jose, areas here in CA. Been getting no interviews, I've been getting calls from staffing agencies but that's it after that.
Any help is appreciated.
Summary
3+ years of Desktop Support dealing with Windows/MAC based operating systems looking to get into Windows Server Administration.
Certifications- In-Progress CCNP Switch
- In-Progress MCSA Server 2012 R2 70-410
- Cisco Certified Network Associate ( CCNA ) , 03/18/2017
- Cisco Certified Entry Network Technician ( CCENT ) 12/03/2016
- MTA: Windows Server Administration , 08/17/16
Highlights- Troubleshooting proficiency with hardware/software
- Windows 7/MAC OS X experience
- Understanding of TCP/IP concepts
- Exceptional documentation
- Excelled phone etiquette
- Experience working with mobile devices
- Self-start and minimal supervisory needed
Experience
October 2014 - Present
Desktop Support Technician
- Responsible for providing tier 2 support for the company's 50 workstations along with peripherals and software installed on each system
- Documentation of issues using ManageEngine Ticketing System
- Responsible to monitor the network using SolarWind's Network Monitor
- Prioritized tickets and day-to-day work to ensure efficiency in day to day operations
- Set up new employee workstations with required equipment and installed software and provided how-to instructions on specific hardware and software
- Created how-to documents for employee's to use when needing to contact business software support
- Organized company I.T. equipment into WASP Inventory Control software and created barcode system to use
- Manage company’s online web portal for Verizon
- Work with contractors to verify work to be done and validate work completed and to be point of contact
- Created and manage 2 of the 3 company websites using Serif 7/8, point of contact to work with webhosting company on our 3rd website
- Saved the company $3,600 in licensing fee's a year by finding a cost efficient application the fits the companys needs in badging in guests.
January 2014 - April 2014
Support Engineer/Dispatch
- First point of contact for the company's support system through email or phone call.
- Documented steps taken to resolve issues using ConnectWise
- Provided phone support and remote support using LogMeIn Rescue
- Promoted company reputation with prompt and courteous service while at customer sites
- Responsible for resolving common issues with High-Rely backup units, creating users in Active Directory, new workstation installs, network printers, Microsoft Outlook, system updates, new software installs.
- Provided dispatch for 2 other tech's and escalation of tickets.
November 2010 - March 2011
CPU Support Technician
- Provided tier 1 support for iMac and Macbook models over the phone
- Provided self-help articles to how-to questions along with guidance
- Escalated to tier2 if unable to resolve issue
- Resolved desktop issues related to mail, permissions, performance issues, and network issues
Education
Dakota State University (Undergraduate)
- Bachelor of Science in Information Systems
San Joaquin Delta College (2010 - 2013)
- General Education classes
- Cisco Networking Academy program
Heald College (Graduated 2009)
- Associate of Applied Science in Information Technology
