Resume Critique

rdzdubz

I have not had an issue with getting calls from recruiters in regards to positions that are good and would help me in my career. I've actually passed on some good opportunities to other co-workers/friends who have had a hard time getting a position and most of them landed the job, it feels really good to help others. I think I could be a very good recruiter, but that's something I'm not looking forward to getting into, Im looking to get out of Help Desk and something more Technical . I wanted to try my hand to see if I could get advice on making my Resume better...Im going to move to Nashville, so the IT jobs out there seem few and far between...so I'm thinking this will help out if I get advice from other forum members on here.


**My name and contact info is on the header of each page...top right.** I did not copy/paste that into here, but I got everything else:


Experience Summary: A results oriented IT professional and highly motivated team player with over 5 years of experience in providing Technical Support and user management within the Federal and International sectors. I have very strong customer service skills and excellent interpersonal skills with demonstrated ability to communicate in both non-technical and technical terms as appropriate.

Employment History

Akimeka, Vienna, Virginia June, 2012 – Present
Senior Help Desk Consultant / Registration Authority (RA) – Financial Crimes Enforcement Network – Department of Treasury

• Provide phone, desk side, and email support for a variety of proprietary government applications such as; BSA E-Filing, FinCEN Portal/Query, and BSA Secure Outreach.
• Subject Matter Expert on the Help Desk for the new FinCEN Portal/Query application.
• Trained junior, mid-level, senior technicians to prepare for the deployment to internal/external users for the FinCEN Portal/Query application.
• Played a key role for FinCEN Portal/Query on the Help Desk side by attending meetings coordinating with government and senior-level contractor officials.
• Handle advanced questions and troubleshooting, enter, monitor, and update help desk tickets in the HEAT trouble ticket system to track progress and resolution of customer issues.
• Mentor and train junior and mid-level team members.

ManTech International, Chantilly, Virginia May, 2011 – June, 2012
Help Desk Analyst 5 – Homeland Security Information Network – Department of Homeland Security

• Provided Technical Support over telephone and email to users on an internet-based DHS counterterrorism information sharing network initializing Active Directly, RSA, Documentum, Adobe Connect, SharePoint, Jabber, OpenSSO, Sun Java Access Manager and client specific custom applications.
• Worked closely with Tier2 engineering group and participated in prevention, detection, resolution and maximization of services availability of network and system outages. Managed both verbal and written communications between O&M Management and Engineering groups per client SOP.
• Received Tier2 training and performed administration and maintenance of Windows 2003, RSA, SharePoint, Adobe Connect, NetWorker, Active Directory, OpenSSO, IIS, WhatsUp, DocAve, Urchin and ListServe applications and platforms.
• Received multiple “Performer of the Month” awards in recognition of work performance and quality of customer service.
• Played a key role in new hire training to ensure successful integration into the team.

SRA International, Fairfax, Virginia May, 2010 – May, 2011
Technical Support Specialist - Army Enterprise Service Desk – Department of Defense

• Provided telephone and email support to over 22 Army Bases on hardware, software, and network related problems, questions, and use.
• Provided first-level problem resolution on the telephone with users and walks the user through a series of steps to determine problem or remoting into users computer using CA remote tool; classified level, priority, and nature of problem. Diagnosing problems and/or problem requiring physical interaction with end user; dispatching technical support specialists from appropriate team.
• Opened, tracked, and closed trouble tickets; ensured problem ownership and promoted end-user satisfaction; tracked activities of technical support specialists to whom tickets were assigned.
• Contributed knowledge and updated information to maintain the Help Desk SOPs and Training manuals for Tier I support.

U.S Zinc, Clarksville, Tennessee February, 2008 – May, 2010
Packer / Furnace Operator

• Utilized Microsoft Office 2003 routinely to maintain communication between staff and management.

United States Air Force, Altus, Oklahoma January 2006 – January 2008
Emergency Operations Controller / Safety Monitor / Jr. System Administrator

• Located, assembled, and composed information for operational reports, situational reports, and other reports as required.
• Maintains and provides Communications Security (COMSEC) to include receiving, safeguarding, utilizing, inventorying, and destroying COMSEC material. Maintains CP security, and performs entry control and escort procedures.
• Ensures proper use and control of resources and classified material.
• Flight-follows aerospace resources and monitors mission status.
• Operates and monitors voice, data, and alerting systems. Develops, maintains, and initiates quick reaction checklists supporting situations such as suspected or actual sabotage, nuclear incidents, natural disasters, aircraft accidents or incidents, evacuations, dispersal, and aerospace anomalies.
• Removal/installation of desktops and printers when needed and other equipment such as radios/recording equipment.

Technical Expertise

Core competencies: Hardware and software troubleshooting, problem identification and resolution, customer support, employee training, subject matter expert
Platforms: Windows XP, Windows 2003, Windows Vista, Windows 7, MAC
Productivity: IIS,SharePoint, Documentum, Sun Java Web Server, Active Directory, OpenSSO, Sun Java System Access Manager, Adobe Connect, RSA, Oracle, Oracle Identity Manager, Oracle Access Manager, SMA (Security Manger
Tools: ActiveClient, ITSM Remedy/BMC Remedy, Microsoft Office Suite 2003/2007/2010, CA Remote Tool, VMWare, Urchin, Windows Remote Desktop, Jabber, HEAT
Backup: DocAve, NetWorker

Security Clearance
Active Secret Clearance
DHS Suitability

Certifications
CompTIA Security+ CE

Education
Adolfina Irizarry de Puig, Toa Baja Puerto Rico - High School, Graduated: May, 2005
Keesler AFB, Biloxi Mississippi - Technical School, Graduated: May, 2006

Technical Training
Protected Critical Infrastructure Information Program training and certification - DHS
TIER 2 INTERN Program – ManTech
Comptia Security+ CE - SRA Boot Camp

Foreign Languages
Native – Spanish – Fluent in Reading/Writing

rdzdubz

FYI, the employment history section is not spaced correctly. there should be spaces between jobs...cant fix it on here though

darkladdie

Are you currently pursing any certifications? You should list them out with your estimated time of completion.
If you have any personal projects, you should list them if they are relevant for the job you are applying for.
If you fell confident in speaking Spanish you should also list that out also and I would definitely not assume you are fluent speaker.
I came across too many applicants in the past where this was the case.
Hope this helps.