Resume Critique for Desktop Support / Help Desk position

bgaudy

Hello, I have been a long time lurker of TE.. But I'l tell you a bit about my situation.
Got a job as a general inbound tech support in a call center last November. Was enough to get my "feet wet" i suppose. I was asked by my supervisor if I wanted to sit on the in-house Help Desk in April, Which I gladly accepted.

It has been going great, but theres a catch.. They are outsourcing our 4 person Help Desk, bundled with 3 of the easier call center roles to a vendor 45 minutes away from where I was working. Thus, I am back looking to poke around in the job market before that time comes, because truthfully I find this type of work much more enjoyable than general call center stuff. (though it was a very interesting experience.

I am posting my resumé on here to hopefully get some advice and constructive criticism, as I am not the greatest writer... Nor salesman,for that matter.

Any questions you may have that could "help you help me" would be wonderful.

Thank you TE!

Resume: techexams_resume.doc

paul78

I like how you listed metrics and accomplishments. This is the type of tone that gets the attention of the resume reviewer. For example - this is good "- Maintain a 95% or higher case creation ratio (at times higher than 100%)". My only comment is that you should make sure that the reader understands if that's considered good or not. For me, because I am not familiar with that segment of IT, I do not know what "case creation ratio" means or if 95% is considered an industry norm or if it's good or bad.

This is a nice accomplishment - "Only person in my group who exceeded expectations/goals set by management". But I would state it more like - "Recognized by management as the highest achieving member of the department by exceeding all management metrics.".

I'm not a big fan of using first-person references in resumes - "In this line of work I have learned to ask the right questions when it comes to troubleshooting." What about? "Problem solver with tenacious attention to detail who can elicit the necessary information from end-users to diagnose complex technical issues."

Is there an education or certification section that you can add? If not what about adding something like "References available" - make sure you have references lined up.

bgaudy

After mentioning the part about 1st person, and reading over it i agree.. I'm going to try to tweak around that part.

As for eduation and certs, I dont have any certs yet.. and I have my GED. I suppose I should list this, oops

Thanks paul!

paul78

Hmmm... you may just want to not list anything then. Perhaps other people on the forum may have suggestions about that. But if you don't have anything past a GED, perhaps it's best to leave it off.

Are you planning to get a degree or any certifications? That could help round out your resume when you are early in your career.

bgaudy

yes I do plan on getting certs, and BS from WGU in about 2 years..
that is why I left it off initially as I thought it might look better on paper to highlight my skills and explain my situation in an interview, if it was a problem.