blankety blank
[email protected]
(123) 456-7890
PROFESSIONAL EXPERIENCE
My current job --- May 2018 - present (please do not contact)
Customer Support Agent providing technical support in a fast-paced environment to a large userbase.
Responsibilities included:
● Point of contact for millions of customers.
● Employ Google Hangouts, proprietary bug reporting tools, proprietary case management tools and
billing systems to resolve customer problems.
Recognition earned:
● Promoted from phone support to email support and then to social network support lines.
● Placed in charge of assisting coworkers with case resolution.
● Maintained very close to perfect attendance records and adherence to shift, handle, and break times.
● Outlier customer satisfaction scores.
A job --- May 2009 – May 2011
Tier 2 Support Agent providing technical support in a fast-paced call center environment.
Responsibilities included:
● Point of contact over chat and phone for 33 Tier I agents with CAP and MS Solve support tickets.
● First and second line support for over 1000 premier customers with complex technical support
solutions.
● Analyzed Java, Live Meeting, MS Outlook, Windows OS, network, and telephone issue logs to find
program faults and discover fixes.
● Communicated via Sharepoint, Remote Desktop, and TeamFoundation Server to Engineering and
Server teams at Microsoft to fix bugs in a timely manner.
● Assisted in the creation of a knowledge-base for common issues.
● Participated in conference calls when businesses, including Fortune 500 companies had technical
issues affecting the entire company.
Recognition earned:
● Promoted from Tier I, where I escalated calls, to Tier II in record time (two weeks).
● Placed in charge of training all 3 new employees during my shift.
● Maintained perfect attendance records and adherence to shift, handle, and break times.
● Consistently high QA ratings.
Another job --- August 2008 – May 2010
Instructional Assistant to a history professor. Gave lectures when needed.
Responsibilities included:
● Created and maintained grade spreadsheets in Microsoft Excel for over 2000 students.
● Designed 60 minute lessons based on course curriculum requirements.
● Gave lectures on course material using Microsoft PowerPoint.
● Academic conference for over 1000 people, site created using Microsoft FrontPage.
● Taught students strategies to improve grades and study habits.
● Graded all essay assignments with extensive notes.
Recognition earned:
● "Excellent" student evaluation.
● Praise from faculty supervisors with additional duties.
United States Department of Commerce Bureau of the Census --- March 2009 – May 2009
Enumerator interviewing people in households to gain accurate census information.
Responsibilities included:
● Utilized handheld computer to record resident addresses.
● Conversed with residents to ensure accuracy of data.
● Collaborated with other members of the department to ensure quality and maintain morale
Yet another job --- August 2006 – August 2008
IT Manager, overseeing all student computer labs at 8 college campuses.
Responsibilities included:
● Implemented and utilized Track-It software to monitor 40+ employee duties, improving turnaround times
and accountability by more than 100%.
● Crafted working group systems that allowed for larger jobs to be completed more quickly.
● Edited and worked with Filemaker Database of all technology inventory within budget.
● Supervised approximately 40 employees, including hiring, motivation, discipline, timesheets, and other
duties.
● Designed 2 separate websites, one for public view and one for internal staff using Adobe Dreamweaver
to improve communications.
● Consulted with Network and Media Support staff to improve operations and coordinated computer
orders with Dell and Apple.
● Established computer labs and departmental offices in 2 separate new campuses.
Recognition earned:
● Positive employer and employee reviews, resulting in pay raise every year.
● Increased job responsibilities due to high performance on assigned tasks.
More jerbs --- January 2001 – August 2006
Computer User Services Specialist managing multiple computer labs on campus.
Responsibilities included:
● Assisted in the creation of a timesheet website that increased accountability and accuracy.
● Approved timesheets and took charge of scheduling, hiring and firing.
● Counseled employees to improve morale and performance.
● Created innovative orientation materials and presented employee orientation.
● Coordinated information technology lecture hall schedules and tech support.
● Troubleshooting for Active Directory permissions and network issues.
Recognition Earned:
● Positive employee reviews, resulting in merit-based pay raises each year.
● Excellent yearly reviews from management staff.
● As a result of technical competence, placed on a task force for overhauling entire university website.
Job --- August 2001 – June 2002
School-based Substitute Teacher, providing instruction to high school students.
Responsibilities included:
● Responsible for supervising and instructing large groups of students in a variety of classrooms,
changing daily
● Ensured that students adhered to school standards of conduct and academic performance
● Assisted students with Microsoft Office Software suite, web page creation, e-mail, printing, web
applications, and scanning
● Created and delivered classroom assignments on occasion
Recognition earned:
● Was made a school-based substitute by request of school administration
● Was offered a full-time teaching position
● Was repeatedly requested by name by Special Education staff
Job --- May 2001 – August 2001
Volunteer Statistical Analyst.
Responsibilities included:
● Responsible for creating a database of sterilization and vaccination rates among animals on the
US/Mexico border
● Conducted data entry, data cleaning, and data analysis
Job --- January 1999 – August 2000
Supervisor charged with ensuring proper job performance of census enumerators.
Responsibilities included:
● Coordinated and supervised all enumeration activities of non-neighborhood residences including
prisons, halfway houses, and shelters
● Responsible for supervising 20+ enumerators, including evaluation and review of performances
Recognition earned:
● Promoted from the enumerator position due to performance
Job --- June 1997 – June 1998
Classroom-based Peer Leader, designing and implementing lesson plans.
Responsibilities included:
● Responsible for creating a freshmen level class to increase retention levels at the university
● Organized and created lesson plans, grading system, and syllabus.
● Presented lessons and lectured on various topics related to college student issues.
● Introduced students to campus organizations, student services, and academic resources.
Job --- June 1996 – June 1998
Resident Assistant in charge of enforcing dormitory policies and standards.
Responsibilities included:
● Responsible for assisting dormitory residents with housing issues
● Coordinated resident safety and dormitory regulation activities
● Responsible for responding to emergency calls and assisting student residents on an as-needed basis
Recognition earned:
● Was assigned the most difficult floor in the dormitories due to ability (I have stories).
SPECIAL SKILLS
● Fluent in Spanish (oral and written)
● Passable Portuguese ability (oral and written)
● Numerous computer skills including:
o Numara Track-It
o Filemaker Pro
o Microsoft Office Suite including MSAccess and FrontPage
o Windows OS (3.0 – Win10 64-bit)
o Adobe Dreamweaver
o Internet Explorer, Firefox, Google Chrome, Opera Mini
o Ubuntu, Xubuntu, Fedora Linux distributions
o Exchange Server
o Active Directory
o Windows Server 2003, 2008
o Sony Acid, Sound Forge, Sony Vegas
o TCP/IP
o MS Solve
o CAP Ticketing System
o A+, Network+
● Managerial experience, including off-site supervision.
● Deceptively strong basketball player.
REFERENCES
Available upon request
EDUCATION
School
● Bachelor of Arts Degree (2002)
Major: major, Minor: minor
● Master of Arts Degree (2011)
Major: major
Thesis: Thesis title
Advisor: Dr. advisor, private eye
School
● Database Administration Certificate (2015)
