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Resume Help and suggestions.

mikemuck1mikemuck1 Registered Users Posts: 1 ■□□□□□□□□□
in IT Jobs / Degrees
I am applying for 2 positions and started updating my resume. A forum member here suggested I post the resume as everyone is really good at giving feedback. The format I have it in was outlined for me by the director of IT at my wife’s company while applying for this position. Please remember this is not my final... I'm still adjusting for formatting, punctuation and grammar.

Any tips or input would be greatly appreciated.




PROFESSIONAL EXPERIENCE:

\3/2013 – Present
Help Desk Analyst
  • Provide first line response for users requiring assistance with information technology issues and problems.
  • Respond to requests for technical assistance by phone, email and/or using a help desk management system.
  • Track issues to resolution updating the internal knowledge base and/or communicating leanings with relevant business units.
  • Diagnose and resolve technical hardware and software issues
  • Identify and escalate situations requiring urgent attention
  • Research issues and new technologies using available information resources
  • Resolving issues quickly, knowledgably and with a customer focus.
  • Image , Provisioning and Deploy laptops for new hires using Acronis
  • Installation & troubleshooting of McAfee Pre-Boot Authentication
  • Set up, deploy and troubleshooting Avaya IP Phones.

9/2011 -3/2013 Peterborough, NH
Help Desk Analyst
  • Provide first line response for users requiring assistance with information technology issues and problems.
  • Respond to requests for technical assistance by phone, email and/or using a help desk management system.
  • Track issues to resolution updating the internal knowledge base and/or communicating leanings with relevant business units.
  • Traveling to field locations for IT troubleshooting, Store builds and closings.
  • Diagnose and resolve technical hardware and software issues
  • Follow standard best practices and help desk procedures
  • Identify and escalate situations requiring urgent attention
  • Research issues and new technologies using available information resources
  • Resolving issues quickly, knowledgably and with a customer focus.
  • Create and Manage users in Active directory
3/2008 - 9/2011 Westminster, MA
Service Resource Center Scheduler
  • Field incoming calls and e-mail from internal and external customers
  • Resolve a variety of service issues
  • Schedule and coordinate service calls using the ACE system
  • Optimize technician’s schedules by coordinating travel time and skill sets with customer needs
  • Ensure service meets contractual obligations
  • Process service cancellations
  • Mentor and train new associates to support them during their transition to the role
  • Contributions to process improvement initiatives:
    • Established procedures and processes with SRC management from the birth of the Service Resource Center
3/2008 – 7/2008 Westminster, MA
National Account Service Support Coordinator
  • Answered incoming calls from customers
  • Entered service requests using ACE and Service Master systems
  • Resolved outstanding or past due service and inspection issues
  • Coordinated with districts to ensure customer satisfaction
  • Tracked and reported monthly inspections to the customer and district
3/2007 – 3/2008 Norwood, MA
Dispatcher
  • Answered incoming calls and established customer’s needs
  • Scheduled service calls for fire alarm, security and nurse call systems
  • Cataloged and tracked customer’s service request forms for billing accuracy
  • Coordinated with local fire departments and state agencies for elevator tests and safety tests for new and existing fire/alarm systems
  • Performed state elevator tests
  • Performed annual and quarterly inspections of Life Safety systems
2/2006 – 3/2007 Westminster, MA
Customer Service Representative
  • Answered incoming calls from customers experiencing technical issues with their Fire/Security and Ansul systems
  • Used internal work request system to escalate issue
  • Assigned technicians to respond to the customer’s request using an Oracle application
2/2005 – 2/2006 Westminster, MA
Lead Dispatcher
  • Answered incoming calls from customers
  • Monitored alarm systems nationwide using a UNIX based platform
  • Reported to and coordinated with the local Police, Fire and E.M.S. when a corresponding alarm was received
  • Supervised multiple direct reports
    • Ensured Tyco/Simplex policies were adhered to
    • Audited calls for accuracy
    • Resolved/escalated customer calls when necessary
  • Education
    • Interned with IT department
      • Set up new PC and user accounts
      • Configured Oracle and UNIX based software for use
      • Mapped Network Drives
      • Updated software drivers
      • Performed other duties as requested

1999 - 2004 Leominster, MA
Manager
  • Advertised and promoted events
    • Handed out fliers on streets and at other events
    • Used social media outlets
  • Scheduled travel arrangements (flight/hotel) for event talent
  • Coordinated with local Police/Fire departments to provide safety services for events
  • Managed internal security team
    • Ensured venue rules and local laws were adhered to
    • Organized team prior to event and assigned responsibilities to direct reports

EDUCATION:

Johnson & Wales University 1997 – 1998 Providence, RI
Course of Study: Culinary Arts

SKILLS & TECHNOLOGY
  • Outlook / Excel
  • Active Directory user creation and Management
  • Exchange, Desktop Level troubleshooting
  • Google Applications for Business (enterprise Gmail hosting rollout and administration)
  • Fujitsu Ipads
  • XP, Vista, Win 7. Server2003 Server2008
  • Hardware Level troubleshooting
  • VNC/Dameware/ RDP Remote service tools.
  • Basic Linux Navigation
  • JDA POS Systems
  • AS400 User Creation and Management
  • Avaya Phone systems
  • Shoretel Communicator and Contact Center.
  • Apple Products- Iphone, Ipad and Macbook/IMac
  • Cisco VPN
  • Connectra Secure Access
  • Highjump
  • Loftware
  • Managed Engine Service Desk
  • Oracle Virtual Box
  • ESXI
  • VM Spehere
  • Google Chrome, Mozilla Firefox and Microsoft Internet Explorer.
  • Norton Ghost - PC Imaging and image building.
  • Acronis – Imaging and backup
  • Computer Set up from image to end user.
  • Printers- Network and Local
  • Inventory Control for IT Assets
  • Comvault Tape Back-Up.
  • IT Best practices for security and safety.
  • Customer Service.
  • Command line navigation
  • Store deployment for all IT systems.
  • Take down and decommission of IT equipment for store closings.
  • Coordinating with outside vendors for Hosted/Managed systems.
  • Basic Telecom wiring (punching down phone lines to phone blocks)
  • Basic Network wiring (cut, crimp and create network cables and wall outlets)
  • Kronos Workforce time keeping
  • Xymon & big Brother monitoring tools.
  • McAfee Anti-virus and Pre-Boot authentication.
  • Single Sign On
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