Resume Critique please

d0gma

Hey I'm going to be applying for a Desktop Support AV Team lead position in a few days as well as a NOC position and just wanted to have my resume looked over by you guys. All suggestions and critiques welcomes. Thanks in advance, not sure if im going in the right direction, but been working on it for a day or two now.

d0gma

My Name

1 Town St, City, State 12345

Email: First.Last@123.com · Mobile: (123) 245-3654

SUMMARY
College graduate with over 2 years of IT experience in the areas of Desktop, LAN and WAN, training and support, and e-mail and security. Skilled in implementing technology to support large user groups, supporting users at corporate headquarters as well as multiple remote locations.

Qualification Highlights

• Project management skills
• Excellent troubleshooting and logical problem solving skills
• Proven success of leadership roles in team environments
• Customer service oriented with strong communication skills.
• Extensive Desktop support, Printers and hardware knowledge.

EDUCATION
123 College, City, State
Bachelor's Degree in Information Security and Forensics July 2011
Concentration: Economics
GPA: 3.12

TECHNICAL SKILLS
Operating Systems: Windows XP/7, Mac OS, UNIX, Linux.
Hardware: PC’s, Printers, Audio Visual equipment, Cisco Routers, Switches, Hubs.
Networking: TCP/IP, Ethernet, VLAN, ACL, Wireless, Routing Protocols, IPv6
Languages: C/C++, Perl, HTML, CSS, MySQL.
Services: DNS (DNSSEC), Web, File Sharing, Email, Active Directory, Domain Controllers, Remote Access, Intrusion Detection Systems, Firewalls, IPv6 Services

WORK EXPERIENCE

JOB City, State, July 2010 – Present
Technical Support Specialist

• Administered high level of support and productivity for more than 20 Universities and Colleges nationwide, averaging 250 calls per week.
• Escalated issues as needed and maintained communication with customers and technical teams through extensive use of call tracking systems to record and track issues.
• Supported a wide range of higher education software which included ERP, CMS, LMS and Student Information Systems.
• Developed and organized a metrics logging system used to track quality of work.

JOB City, State, June 2009 – May 2010
Desktop Support Technician, IT Intern

• Collaborated in the creation, testing and implementation of new PC images to standards for both the City and Police Department using Norton Ghost.
• Trained incoming interns which eventually grew into a successful team of 6 intern technicians.
• Tier II/III Technical Support for both the Rochester Police Department and City of NeverLAN users.
• Maintained a PC inventory database to monitor the life-cycles of all city owned systems including ones near or at end of life and prepared weekly reports for management.
• Delivered weekly reports to management.

JOB City, State, Sept 2008 – Nov 2008
Encryption, Co-op

• Assisted in the administration of Check Point full-disk encryption PC within the Medical Center.
• Enforced HIPAA compliant computer management.
• Microsoft Systems Management Server & Active Directory administration.

JOB City, State, August 2008 – September 2008
Student Technology Intern, Co-op

• Acquired on-site Perl Script writing skills.
• Gathered interpreted and assessed security information.
• Analyzed various threats and behavioral aspects of malicious cyber activity.
• Assisted in the configuration of new Cisco Routers being implemented.

JOB City, State, July 2008 – August 2008
Student Technology Intern, Co-op

• Worked on a project team that implemented a new process in handling the call center service tickets.
• Effectively dealt with job stress, angry callers, and upset customers.
• Used questioning and listening skills that supported effective telephone communication.

JOB City, State, June 2008 – July 2008
Student Technology Intern, Co-op

• Worked on an enterprise-wide project to upgrade servers from HP servers to SUN based servers.
• Tested Bausch & Lomb’s online expense services, which served the entire company.

PROJECTS

• Conducted Network Forensics exercises which included identifying, analyzing and protecting against network security problems pertaining to firewalls, Intrusion Detection Systems, and audit logs.
• Designed server/client program in ‘C’, implementing both TCP and UDP protocols, utilizing web communication daemons, sockets, threads and overall security vulnerabilities.
• Built a Windows Server, UNIX server, Windows Clients and workstations, delegating authorities, managing policies and upkeep of system with services and software such as Active Directory, Microsoft Management Consoles, Samba, Network File Systems, and Network Information Service.
• Configuration of CISCO Routers, Switches, and Hubs, implementing Advance Routing Techniques, Basic VLAN configurations, Access Control Lists, and use of Gateways and Bridging Protocols over a 10-week span.
• Set up and created multiple network infrastructures using Ethernet, Point-to-Point, and Internet Protocol, showing connectivity between them and understanding of protocols such as ICMP, TCP/IP, RIP.

EdTheLad

A quick overview and you get my below feedback.If you are writing a resume in past tense make sure it's all in past tense.There are other things i might do differently, but these are the glaring mistakes in my opinion.You should write a resume to provide info, its not an essay.

"Relevant courses" i'd drop
Visio spelling incorrect
"Aided my manager with high priority hardware and software issues." fluff***
"Consulted new contractors with proper procedures and process assisting in the assurance of customer satisfaction" fluff***
"Helped to troubleshoot the other Bausch & Lomb employee issues with the software we offered." fluff**
"Support and provide superior service via phones, e-mails and faxes as a receiver and caller." Fluff** and wrong tense
"College Student Technology Intern, Co-op" fix the tense issues, all over the place.
"PAST/PRESENT LEADERSHIP ACTIVITIES/AWARDS:" i'd drop

d0gma

Thanks man. I've updated it with the suggestions given. The relevant courses I wasn't sure about but it does make sense to remove it, especially since it is taking um some top real-estate and probably giving minimum info.

Grammar should be fixed as well

EdTheLad

I'd also put the "Student Technology Intern" work under one heading, you have too many short jobs listed.It doesn't look good to move around alot, you can explain more at the interview if required.

d0gma

Yea I mainly added those because of they were 3 big name companies in my City. But yea the short jobs might have an effect.

Essendon

Some top tips there by Ed. Another tip, when writing your resume put yourself in the shoes of the hirer and think of what they would think.

d0gma

Thanks again guys, really appreciated. In about 2 months I'll have my CCNA and hopefully on my way onto a NOC position or junior admin.