Restaurant Career holds me back (with resume critique)

Hi Guys,

I have always been into computers and had a chance to go into a help desk position about 5 years ago. This was the same time my wife and I were in the process of opening a quick casual restaurant. My wife was going to run it, but came down with bad carpal tunnel syndrome, so I had to run it instead and turned down the helpdesk.

Fast forward 5 years, I have certs, I am going to WGU, the restaurant is being sold because the economy sucks, and I am looking again at helpdesk jobs. Now everyone sees my 5 years of being self employed at a restaurant and quickly decide to look at anyone else for the position. Before this I worked 7 years in a call center, half of that as quality assurance and manager, I couldn't even find a job taking calls as customer support in my exfield.

Here is a look at my resume, anyone have any advice in getting me noticed?

Profile
Goal oriented professional with supervisory experience in customer and technical support. Excellent ability to work well independently or in a team environment.
Highlights of Skills and Achievements

Customer Service

Developed and managed quality assurance program.
Created employee activities to increase proficiency in using key customer contact skills.
Recognized for leading team with strongest customer satisfaction scores out of all departments.

Technical Support

Identified and created knowledge base articles for known software issues.
Helped customers install software, check system requirements and adjust internet settings.
Resolved and tracked escalated issues through phone and email support.

Employment History

Owner- XXXXXXXX, LLC 2006-2011

Best of XXXXXXX awards for 2008, 2009 and 2010 for food and service
Built computers for point of sales system and maintained SOHO network.

Contact Center Supervisor- XXXXXXXX 1999- 2006

Provided chat, email and phone support for Real Player, Real Arcade and Rhapsody music software.

· In charge of a team of more than 20 Tier 2 support agents, including the escalation help desk
Education and Certifications
WGU-Washington Network Administration – Currently attending
Certifications
· Comptia A+, Network+, Security+
· Microsoft Certified Technology Specialist: Windows 7 (MCTS 70-680)
· CIW Web Foundations Associate

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Comments

MusicIT

Jourdsh wrote: »

Hi Guys,

I have always been into computers and had a chance to go into a help desk position about 5 years ago. This was the same time my wife and I were in the process of opening a quick casual restaurant. My wife was going to run it, but came down with bad carpal tunnel syndrome, so I had to run it instead and turned down the helpdesk.

Fast forward 5 years, I have certs, I am going to WGU, the restaurant is being sold because the economy sucks, and I am looking again at helpdesk jobs. Now everyone sees my 5 years of being self employed at a restaurant and quickly decide to look at anyone else for the position. Before this I worked 7 years in a call center, half of that as quality assurance and manager, I couldn't even find a job taking calls as customer support in my exfield.

Here is a look at my resume, anyone have any advice in getting me noticed?

Education and Certifications
WGU-Washington Network Administration – Currently attending
Certifications
· Comptia A+, Network+, Security+
· Microsoft Certified Technology Specialist: Windows 7 (MCTS 70-680)
· CIW Web Foundations Associate

My $0.02 would be you need to find a way to make your 5 years of running your own business as an asset to the company you are looking at applying to. And also with all of the certs that you have why are you just looking at Helpdesk positions? Try applying for higher level jobs the worst that could come out of it is a better job and more money.

[FONT=&quot]You might want to also look at small businesses, because of you being successful in running your own business (i.e. doing the books, managing personnel, you get the idea) you might also be helpful to the CEO as a resource for the company[/FONT]

ehnde

Jourdsh wrote: »

Employment History

Owner- XXXXXXXX, LLC 2006-2011
Best of XXXXXXX awards for 2008, 2009 and 2010 for food and service

Built computers for point of sales system and maintained SOHO network.

This is what needs work. Expand ALOT on the Point of Sale system.

Instead of saying you built computers.....you established an annual IT budget that ensured business continuity.
Go more into detail about the software your Point of Sales used.
Did you interact with any IT vendors?

Because you are the owner of the restaurant, your title can be anything you want, and you also had SEVERAL titles. You have been doing network support for a mission critical IT need for your business for several years.

Perspective shift

Devilry

I agree, I think I would use being the owner to your advantage.

Just say your title was something IT related. I'm sure your wife will give you a decent reference, or someone else who worked there

MrRyte

Also I would be more detailed regarding the Technical Support experiences. Right now it just seems too vague and generic....

Devilsbane

MusicIT wrote: »

My $0.02 would be you need to find a way to make your 5 years of running your own business as an asset to the company you are looking at applying to.

Exactly. Did you have a network there? Perhaps one that you built?

chrisone

I think on your resume, state work you have done related in IT regarding repairing family member or friends computers. Also heavily state projects and labs performed at school. The lab portion is considered work and gives you high value points in long term eligibility with any employer! trust me! this is the secret for those who have been studying and are looking for a job with no experience! Hell it works for those with experience as well.

Showing you work with the technology during your studies gives you a pass for experience. Hiring managers love knowing they are not taking a risk on someone who will cause them more headaches. At least they know you take the time to understand the technology before implementing it.

Also be more detailed on the technologies and courses completed at WGU, show off what you learned and what you know!

Jourdsh

Thanks for the feedback! Here is a revised copy of part of the resume, big changes in blue. Still unsure of the title for the first employment listing.
Customer Service

Developed and managed quality assurance program.
Recognized for leading team with strongest customer satisfaction scores out of all departments.

Technical Support

Identified and created knowledge base articles for known software issues.
Helped customers install software, check system requirements and adjust internet settings.
Resolved and tracked escalated issues through phone and email support.
Experienced in troubleshooting and repairing computers
Designed and built a server for Active Directory implementation and labbing
Worked with Group Policy to create password requirements and system hardening

Employment History
Technology Specialist/ Training Manager- XXXXXXX, LLC 2006-2011
· In charge of choosing and implementing technology for business
· Developed Customer Care model and training program
· Tracked and reported customer feedback

Built and maintained computers and network for point of sales system
Proficient in Excel and Adelo POS for reporting

Contact Center Supervisor- XXXXXX 1999- 2008

Provided chat, email and phone support for Real Player, Real Arcade and Rhapsody music software.
In charge of a team of more than 20 Tier 2 support agents, including the escalation help desk

ehnde

Experienced in troubleshooting and repairing computers

Experienced in troubleshooting and repairing information systems.

FTFY.

Jourdsh

chrisone wrote: »

I think on your resume, state work you have done related in IT regarding repairing family member or friends computers.

Tell me about it, I had to create a workbench in the back of restaurant to fix all of my employees computers. Bought a busted laptop of one employee sight unseen for $30 because he was sure it was broken (took it into a repair shop), I figured if I couldn't fix it at least I would have a laptop to rip open that I didn't care about breaking. A new hard drive later and I am now typing this on it.

Jourdsh

ehnde wrote: »

Experienced in troubleshooting and repairing information systems.

FTFY.

Noted. Thanks.