Resumes by Industry: Technology Computer Systems

Application Support Analyst

Drew Anderson
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


A position in Technical Support utilizing troubleshooting and problem resolution skills to provide assistance to computer users.


• DBS Management: MS Access, Approach, Siebel Ebiz 2000
• System Analysis: MS Project, Architect
• Client/Server Applications: Power Builder 5.0
• Operating Systems: Windows 98, Windows 2000, and Windows NT 4.0
• Hardware Systems: Unix, IBM (PC and Laptops), and Compaq Laptops
• Software Applications: Word, Excel, Outlook, Power Point, Access, Real Player, Media Player, Internet Explorer, and Desktop Imager
• Programming Languages: C, Visual Basic 5.0, and HTML


Bradford Systems, Inc, Jersey City, NJ
2001 - Present
• Administered and supervised Internet-based courses and assigned over 1500 employees for training.
• Resolved Microsoft desktop applications (Word, Excel, Power Point and Outlook) issues under level 2 support for over 750 users.
• Configured and resolved functionality problems with Real Player and Windows Media Player 4.0.
• Activated and deactivated employee, customer, and company affiliate profiles.
• Merged and assigned Internet database profiles for internal employees.
• Addressed 20-25 Internet based issues of internal employees through email on a daily basis.
• Resolved HTML scripting issues regarding Windows Explorer 5.0.
• Assisted employees in setting database profiles on Siebel Ebiz 2000.
• Interacted with other departments in creating procedural methods to solved technical issues.
• Re-imaged laptops and maintained Compaq hardware infrastructures.
• Used Desktop Imager to restore Microsoft desktop applications on IBM laptops.
• Restored mainframe connectivity on IBM laptops.
• Replaced defective NIC cards, modems, peripherals on Compaq laptops.
• Diagnosed network connection problems on Windows NT 4.0 platform and gained substantial understanding of Windows 2000.

Ferndale Bank, Hoboken, NJ
1999 - 2001
• Designed an IBM Approach database to store customer information.
• Developed Graphical User Interface for database to provide user friendliness.
• Addressed all functional and technical issues regarding the database.
• Trained 10-15 employees the database usage and functionality.
• Diagnosed and resolved functionality issues regarding MS Word, Excel, PowerPoint, Outlook and Access.
• Diagnosed and resolved Windows 95 and 98 operating systems issues.
• Provided hands-on technical help to 10-15 internal employees.

Ferndale Bank, Cranford, NJ
1997 - 1999
• Conducted inbound and outbound calls to customers.
• Researched customer banking data for proforma analysis.
• Helped complete financial documents for customer mortgage acquisitions.
• Promoted to Desktop Support Analyst.


Kean University, Union, NJ
Bachelor of Science, Business Management

DeVry Technical Institute, North Brunswick, NJ
Associate, Computer Information Systems

PRWRA Dawn Reid - PTI Career Services - P.O. Box - Roselle, NJ 07203 -

Computer Consultant Military

Pat Hernandez
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


A professional representative experienced in developing and cultivating relationships and computer programs. Seeking Customer Service/Client management. Strong desk-support skills with proven ability to work with sales reps and clients to resolve issues. Additional experience:

• Supervision • Business Management • Accounting
• Collections • Sales • Project Management
• Programming • Database Design


Operations Management
• Hire, schedule and supervise 5 employees in a graphic design company.
• Develop business systems for order flow, purchasing and accounting.
• Interview prospective employees and train new employees.
• Plan and implement business processes and job duties for employees.

Client Management
• Training groups and one-on-one client support on client site.
• Managed over 100 accounts. Ensure customer satisfaction.
• Successful sales experience - ranked 2nd at Allmed. Sold software/hardware products, programming, graphic design services. Prospected new clients, conducted meetings, performed presentations, negotiated prices and executed closings.
• Managed booth and participation in several shows.

Customer Service Management
• Managed customer service and telemarketing people to accomplish their objectives.
• Long hours on the phone. Directed both inbound and outbound calls - 55 per day. Wrote 10 - 20 orders a day, solved problems, and reviewed invoices and shipping orders for accuracy and accountability.
• Worked with sales, employees and customers to design and achieve target goals.


US Navy
Computer Consultant

First Financial Services
Senior Systems Programmer

Evolution Software
Founder, President, Manager

Allmed Information Systems
Sales Representative & Admin Manager

Country Medical Systems
Account Manager

3-M Company
Customer Service Rep, Credit and Collections Rep


St. Joseph College, Rensseler, IN
Bachelor of Science, Psychology
Several professional and technical courses since college.
• Professional Selling, Time Management, Supervision, Computer programming.

PRWRA Janice Sacramento - - Trainer, Lake County, IL, - Workforce Development Program

Computer Programmer

Jean Adams
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Computer science position utilizing solid training and experience in computer programming, data management, software development, web site design, and systems operations.


• Designed and analyzed three custom automation programs for such tasks as adjusting account balances, sending out formed statements, and updating investor records.
• Prepared numerous projects and seminars on such topics as computer viruses, data communication and routing, Internet ethics, and relational database systems.
• Utilized thorough knowledge of Internet applications, web page design, and HTML programming to create and maintain interactive, multi-page web sites.
• Demonstrated strong skills in object-oriented programming and the use of abstract data types.
• Set up an operating system on a UNIX workstation.


Washington University, Spokane, Washington
Bachelor of Science, Computer Science
Awarded Seligman Scholarship for Academic Excellence

Courses included:
• Object-Oriented Programming • Data and File Structures • Large Scale Programming
• Automata and Algorithms • Distributed Computing • Introduction to Java
• Software Engineering • Statistics and Computers • Calculus I and II
• Discrete Mathematics • Information Processing • Programming Languages

Spokane Community College, Spokane, Washington
A.A.S., Computer Science


• Application Software: Microsoft Word, Excel, PowerPoint, Publisher, FrontPage, and Access, WordPerfect, CorelGraphics, Adobe PhotoShop, and Quark Xpress.
• Web Development: HTML, Java Applets, and JavaScript.
• Languages: Basic, C++, C, Ada, SQL, Java, Pascal, QBasic, Prolog, Scheme, Assembly, LISP, ML, Perl, and FoxPro.
• Operating Systems: Windows 98, 2000, XP, and NT, UNIX, DOS, and SunOS for Workstations.
• Network: Communications with TCP/IP, Telnet, and FTP.


Lincoln, Beale, and Franck, LLP, Spokane, Washington
Network Administrator Intern

Bank of America Mortgage Corporation, Spokane, Washington
Programming Intern

PRWRA Freddie Cheek - Cheek & Cristantello Career Connections -

Computer Support

Stacey McGovern
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


• Dependable and diligent IT professional who manages multiple tasks and works well under pressure. Experience in installing, troubleshooting and repairing hardware, software and peripherals, plus training of end users.
• Applies consultative approach to resolving issues. Very patient. Provides clear and simple explanations and works closely with people to develop solutions to their computer problems. Seeking position that requires creating systems and processes to improve quality, productivity and the company's bottom line.

• Windows 95/98/XP/ NT 4.0 • Outlook 98/2000/XP
• Microsoft Office XP • Internet Explorer 5.0/6.0
• Microsoft Project 98/2000/XP • Netscape Navigator 6
• Microsoft FrontPage 2002 • ArcServe IT


2000 - 2004
Provided computer support, analyst, administrative and training services for this not-for-profit environmental consulting company. Company is a government contractor employing 1,000 people nationally, 30 in Bloomfield.

2002 - 2004
Networking & Systems
• Saved over $50,000 by engineering temporary network during office move until permanent network could be installed.
• Hooked up permanent company LAN. Attached all network cables, 30 workstations and connected hubs and switches. Created capacity for additional 30 workstations.
• Installed and configured computer workstations and configured laptop computers for RAS and docking station connections on LAN.
• Installed Windows NT workstation operating system and configured for TCP/IP network, including DHCP, WINS and DNS settings.

Problem Solving
• Researched and resolved problems on workstations and LAN, including IP resolution, cabling problems, and peripheral malfunctions.
• Installed and trouble shot software including Microsoft Windows XP, Outlook XP and Internet Explorer 6.0.
• Saved money by repairing computers, printers and copiers by replacing drives and other parts versus outsourcing for expensive repairs.

• Upgraded computers from Microsoft Office 2000 to Office XP and trained end users on new software changes and additions.
• Improved staff productivity and reduced outside training expense by conducting in-house software training. Focused on teaching staff dozens of short cuts for basic repetitive tasks, including setting up personal address books and public folders throughout the network.
• Conducted new hire orientation when office grew from 2 people to 30 people. Covered topics such as E-mail procedures, electronic timesheet completion and computer policies.

• Organized, tracked and maintained financial background information and documentation for all government contracts.
• Developed and provided reports and recommendations to project managers concerning inventory, usage and performance of all computer equipment.
• Set up new inventory system for hardware and software to help track accountability, repairs and value of equipment.

2000 - 2002
• Hired full time as administrative assistant after temping for 6-month period. Promoted after 6 months to Program Analyst & Computer Support due to excellent problem solving, computer support and training skills.

• Chosen to lead ISO 9000 and ISO 14000 certification process. Learned requirements, delivered ISO training, created implementation plans, conducted internal audits and coordinated ISO project.

• Interviewed 50% of people hired and made hiring recommendations.

• Selected to train other administrative assistants and new hires in extensive governmental office procedures, computer software and equipment.
• Sourced, contracted, scheduled and tracked continuing education classes and training for all employees.

• Invented a new filing system and tracking process for entire company in response to strict governmental mandates for contractors.
• Developed set of procurement procedures and processes, which improved accountability for items purchased. Generated log and ensured items were delivered.

• Researched and purchased over $100,000 in office items such as computers, scanners, printers, copiers, fax, digital camera and office supplies.

Project Management
• Monitored government project schedules and timelines for project managers and ensured that deadlines were met. Validated manhours per project for effective billing. Created project reports and charts to share with teams and management.

Office Management
• Opened new office by negotiating contracts for postage, office supplies and vending services.
• Made extensive travel arrangements for 8 employees.
• Wrote and prepared correspondence for department manager.

MUSIC WORLD, Jacksonville, Florida
1997 - 1999
Managed and scheduled 6 people, opened and closed store, ordered products and managed inventory, resolved customer complaints, ran promotions and sales, created and implemented anti-theft program.


B.A., Political Science
Supporting Microsoft NT Server Enterprise Technologies
• Networking Essentials
• Supporting Microsoft Windows NT Core Technology
• Internetworking MS TCP/IP Using Microsoft Windows
• Administrative Microsoft Windows NT

PRWRA Gail Frank - Frankly Speaking - Tampa, FL 33626 - - - (813) 926-1353 - (813) 926-1092 fax

Computer Systems Technician

Lee Robertson
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Versatile, highly motivated, results-oriented individual possessing a proven record of achievement in system analysis and design, computer training, project/program management, strategic planning, customer relations, business administration, and operations management. Extensive experience in all LAN/WAN topologies, network administration, E-Mail and Internet systems, and PC and mainframe environment. Adept at analyzing user's needs and coordinating system designs from concept through implementation. Exceptional analytical, organizational, communication, and interpersonal skills. Demonstrated ability to work independently or as an integral part of a team to achieve objectives and goals.

• Systems Analysis, Integration, Lifecycle • Client-Server Technology
• Wide Area and Local Area Networks • E-Mail and Internet
• Network Security • Cost Reduction through Technology
• System Disaster Recovery • Telecommunications Integration
• Multi-Vendor Environment • Operations and Process Reengineering
• Configuration Management • Training and Support


Over 10 years experience owning and operating computer consulting firms, providing system analysis and design, installation, testing, training, and support of systems/networks, and applications in multi-user corporate environments. Opened first company after graduating from college.

· Co-founded and built two successful consulting, systems analysis, product development, and support services businesses.
· Actively involved in all business operations; managed day-to-day activities of up to seven service/support employees. Directed administration, sales, customer service and technical support functions.
· Chief negotiator for all proposals, ensuring best price and service available; presiding over from initial contract negotiation to final implementation, and on-going operations.
· Hands-on involvement in marketing, advertising, promotions, public relations and customer support.
· Successfully negotiated long-term contracts with government agencies, colleges, accounting firms, and major corporations.
· Oversaw initial system analysis, assessing needs and resolving any issues related to various application design and development; provided design and implementation of LANS/WANs, Fileservers and Workstations; developed end-user training and documentation of system; and customer support and service.
· Well-versed in the design of networking systems. Supplied back-up and documentation of computer and security systems.
· Proven performance record in business development and expansion that resulted in increased productivity and sales revenue.

· Extensive experience in and knowledge of electronic and mechanical devices; trained and supported company technicians in all aspects of system analysis, design, setup, troubleshooting, maintenance and repair, and upgrade.
· Trained end-users, master their knowledge of the system, and secure their proficiency in its applications and techniques in record time.
· Provided clients company-wide training, as needed and requested on systems service and support. Utilized both formal classroom settings and one-on-one personal instruction.
· Designed and developed training curriculum and materials used in training clients in use of networking systems.

· Personally handled on-site analysis, inspection, and implementation of proposed solutions for numerous companies throughout the Tampa Bay area.
· Cultivated and maintained professional relationships with key personnel. Worked closely with end-users to analyze current software/hardware requirements, and presented programs/hardware to satisfy that need; provided technical support and end-user documentation.
· Maintained excellent customer service on special requirements and service issues, accommodating customer's special needs requests and needs.
· Used diplomacy and tact in all situations to ensure customer satisfaction, promote good will and ensure repeat/referral business.
· Monitored service quality; involved in daily contact with customers to troubleshoot and resolve problems. Successfully resolved questions and concerns.

· Qualified to provide support and service on data and voice networking architectures, PC/LAN/WAN technology, and database applications.
· Assumed 24-hour on-call responsibility for key projects during implementation phase.
· Managed, supported, and maintained network systems; providing both on-site and telephone support.
· Maintained and updated security systems as necessary and when key employees left the company.
· Provided backup procedures to ensure hardware/software utilization at maximum capacity and to minimize loss of production time to users.


Maxwell Management, Palm Harbor, FL
Owner/Consulting Manager, 1999 - Present
Increased annual sales from $250K to $750K; successfully doubled customer base through redevelopment of policies and procedures, and enhanced marketing techniques.

Octagon, Inc., Largo, FL
Owner/Consulting Manager, 1992 - 1999
Increased sales from $300K in the first year of operation to $1.4 million upon buyout in 1999, through attention to detail, increased marketing strategies, and commitment to providing superior customer service.


University of South Florida
Bachelor of Science, Management Information Systems
Microsoft Certification (MCSE)

PRWRA Kathy Hadley - Kathryn Hadley & Associates - E-mail:

Computer Technician Best

Lynn Cordova
18293 Sunset Circle, Ocean Beach, CA 92113 / Tel# (619) 555-0065 Email:

Computer Technician


Computer support technician with over eight years experience providing technical assistance to business professionals. Demonstrated ability to integrate computer skills, customer support experience, and related education to exceed technical, business, and customer requirements. Skilled at troubleshooting and fixing problems while minimizing customer stress levels. Professionally certified by CompTIA and Microsoft.


· Desktop Systems
· Help Desk Operations
· Support Techniques
· Training
· Customer Service
· System Maintenance
· System Tuning
· Diagnostics
· Component Repair
· Microsoft Windows
· Microsoft Office
· Microsoft Networking


1999 - Present
Computer Technician
Assisted financial and office personnel with hardware and software problems, provided troubleshooting, and owned desktop and network issues to resolution. Performed maintenance of personal computers and peripheral equipment, identifying problems and providing appropriate solutions. Installed operating systems and applications and conducted technical training demonstrations.
· Built, maintained, and repaired computer systems to improve speed, reliability, and efficiency of operation.
· Demonstrated high quality, results-driven, prompt, and professional customer service and support to instill confidence in technical advice and directions.
· Reduced stress levels of customers by adopting a cooperative attitude and positive approach to every task and assignment.
· Received numerous customer commendations and awards.

1996 - 1999
Help Desk Analyst
Staffed newly formed Help Desk function to provide assistance to computer users via telephone and e-mail. Maintained trouble-ticket system to record and track user calls and e-mails. Reported on common problems and complaints, escalating network-wide troubles to Lead Technician.
· Collected frequently asked questions and wrote formal answers to ensure accuracy of responses and consistency with other Help Desk personnel.
· Analyzed frequent problems and consulted with Training Coordinator to design and offer training sessions in order to address the problems.
· Actively tracked and followed up on trouble tickets, reducing average response time from three days to two hours.
· Prototyped system upgrades to identify potential problems and learned to operate and troubleshoot new systems.

1995 - 1996
Desktop Support
Provided desktop support for specialized hardware and software systems used in public libraries. Built LAN servers and workstations. Installed and configured Citrix Winframe and Metaframe workstations. Configured software according to each librarian’s needs.
· Created and edited documentation for installation and training manuals.
· Provided client training for online catalog software to ensure positive initial experience.
· Designed fault tolerant disks for clients in case of hard drive failure. Minimized non-productive time due to equipment failure by 28%.
· Increased visibility of librarian programs and services by creating Web sites.
· Migrated users from Windows NT 3.51 to Windows Terminal Server NT 4.0.

1994 - 1995
Technical Support Specialist
Provided technical assistance to 125 staff, assisting with network access, printing, and application software operation. Assisted IT Coordinator with administration of a network of more than 145 workstations, spanning three locations. Performed routine maintenance and user file backups.
· Followed departmental procedures to purchase, configure, and install new and recycled hardware systems, maintaining corporate standards for system compatibility.
· Implemented a relational database system to maintain inventory records for hardware and software, ensuring software license compliance for all installations.
· Assembled system and software application documentation, informing users of training opportunities in the corporate learning center.


San Diego State University, San Diego, California
Bachelor of Science (Computer Science), 1994


Microsoft Office User Specialist: Word, Excel, PowerPoint, Outlook, Access, FrontPage
Microsoft Certified Systems Engineer
Microsoft Certified Professional
CompTIA A+ Certified Service Professional

Computer Technician PC Repair

Renee McEvoy
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Computer technician position utilizing training, certification, and experience in computer service and customer support.


• Build, maintain, and repair computer systems to improve speed, reliability, and efficiency of operation.
• Strive to always promote high quality, results-driven, prompt, and professional customer service and support.
• Assist customers with hardware and software problems, troubleshooting and resolving a wide variety of performance problems.


• Hardware: Installed and serviced system boards, processors, memory chips, power supplies, video and sound cards, hard drives, floppy drives, CD-ROM read-write drives, DVD drives, Zip drives, tape drives, scanners, modems, cameras, and a variety of printers.
• O/S: Windows 3.1/95/98/2000 and NT Workstation, Macintosh, DOS, and Novell NetWare 3.12.
• Software: Microsoft Office (Word, Excel, Access, Outlook, and PowerPoint).


Highland Computer Center, Spokane, Washington
1999 - Present
Computer Technician
Performed in-home warranty service throughout Washington and Oregon.
• Repaired, serviced, and replaced parts, boards, and equipment for Dell, Compaq, Toshiba, Hewlett Packard, Packard Bell, and Xerox computers.
• Performed troubleshooting of personal computers and peripheral equipment, identifying problems and providing solutions.
• Installed and gave technical training/demonstrations on working with Windows 98/2000 and accessing the Internet.

Reed and Associates, Spokane, Washington
1996 - 1999
Customer Service Representative
• Provided customer assistance on Prodigy accounts, resolving billing problems and assisting with technical support.
• Participated in sales campaign to retain members.


Spokane Community College, Spokane, Washington
Computer Technology
Currently enrolled in Network+ Accelerated Exam Prep Course

Spokane Learning Center, Spokane, Washington
Post Doctorate
A+ Certification Course

Advanced Career Training Center, Spokane, Washington
Certificate, Help Desk Professional Program
Advanced training in Windows 2000/NT; Microsoft Office, and Novell

Washington College of Technology, Spokane, Washington
PC Repair Courses

PRWRA Freddie Cheek - Cheek & Cristantello Career Connections -

Computer Technician Small Business

Kerry Cordova
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Technical professional with career in computer technology and network design and maintenance. Experienced manager, able to balance technical issues with business management. Cultivator of positive customer and business relationships.


• Avid interest in current state-of-the-art computer technology.
• Knowledge of PC software/hardware compatibility specializing in Microsoft Windows environment.
• Communication skills demonstrated by extensive customer service technical assistance.
• Providing time and money-saving solutions for business.


HighTech Computer Technologies, Maple, WI
1996 - Present
•Installed, diagnosed, repaired, and upgraded computer systems and software. Consulted, set-up, and maintained small business Windows LANs. Built custom PCs with latest generation technology.
• Installed and configured various peripherals: scanners, modems, tape backups, printers, SCSI devices, hubs and switches, and digital imaging devices.
• Assessed customer needs and recommended appropriate products or solutions. Focused on providing time and money saving solutions for customers.


• Network Plus TCP/IP • Ethernet • Wireless Networking
• Virtual Private Networks • Microsoft Windows NT 4.0 • Token Ring
• IPX/SPX • NetBEUI • Cable
• Frame Relay • Novell Networks • Peer to Peer Networks


A+ Certification (Service Technician). Network + Certified (Network Technician)

Completed Training
Windows 95/98, Networking Essentials, Microsoft TCP/IP

Training in Progress
Windows NT WorkStation 4.0, Windows NT Server 4.0, Linux/Unix Networking, Linux/Unix Server/Workstation, AS/400 systems, Mac Systems

PRWRA Linda Wunner - - Career & Resume Design - Duluth, MN 55811 -

Computer Technician System Design

Taylor Anderson
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


• Technical professional with 10 years experience maintaining computers and software as a Microsoft Certified Systems Engineer.
• Strong technical troubleshooting and analysis skills balanced with strengths in communication, teamwork, and leadership.
• Key areas of knowledge, training and experience encompass:

• Local Area Networks (LAN) • Windows NT • Novell Netware Systems
• Software Conversion • System Upgrades • Component Level Repair
• Hardware Installation • Software Installation • System Integration
• Computer Assembly • Database Management • End-User Training


• System Design and Installation: Built computer systems to customer specification for private clients, as field technician and as computer consultant.
- Installed computer, forms, and database for Network Video and other private clients.
- Assessed customer needs, ordered components, assembled computer systems and installed and configured software and peripherals for ENVISION customers.
- Installed and configured MAC-based desktop computers in a classroom environment.

• System Repair and Troubleshooting: Diagnosed and repaired computers to component and software level, establishing alternative repair procedures to meet customer needs.
- Performed telephone and on-site troubleshooting for clients as field technician.
- Performed Y2K system upgrades, and hardware and software upgrades as field technician.

• Networking: Set up local area networks for classroom projects.
- Configured a multi-computer local area network using Windows 98 for class project.
- Managed file systems, storage devices, network servers and workstations.

• End User Training: Provided training to end users on systems use and operating systems as a field technician and consultant.


Manatee Community College, Valdosta, GA
A.A.S., Computer Engineering

Georgia Institute of Technology, Athens, GA
Microsoft Certified Systems Engineer Credentials


Acme Software Systems, Atlanta, GA
2000 - Present
Field Technician

Contractor, Atlanta, GA
1997 - 2000
Computer Consultant

Helix Microsystems, Atlanta, GA
1992 - 1997
Computer Technician

PRWRA Laura DeCarlo - A Competitive Edge Career Service - -

Desktop Support Analyst

Jordan Winters
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


• Extensive experience in network administration and desktop support.
• Strong technical support acumen with a background in multi-platform systems and educating people on information technology topics.
• Proficient in installing, configuring, and troubleshooting various aspects of servers and workstations.
• Ability to install and configure MS WINS, DNS, and DHCP servers.
• Adept in configuration of protocols including TCP/IP, IPX/SPX, Nwlink, DLC, and Netbuei.
• Skilled in Novell 4.11, 5.0, NT 4.0, Windows, and Mac platforms.


Helix Data Systems, Inc., Little Rock, AR
2002 - Present
Desktop Support Analyst
Configured local and network printers. Set up loan document printers.
• Directed Windows 95 to Windows 2000 Professional migration for all Ferndale Banks in Arkansas.
• Connected fifty computers to corporate network.

Bradford Business Training, Little Rock, AR
1999 - 2002
CTS Lead Instructor
Educated students in MS Windows 95/98, NT workstation 4.0, NT server 4.0, Windows 2000 Professional, 2000 Server, and Active Directory. Trained and mentored students on network infrastructure management.
• Managed CTS department including 4 NT 4.0 servers, 1 Windows 2000 server, and 150 workstations proactively.
• Awarded Best Instructor of 2001 and 2000.

Maxwell Incorporated, Little Rock, AR
1997 - 1999
Exchange Administrator
Implemented user mailboxes and accounts. Recognized as Employee of the Year in 1998. Augmented procedures for increased productivity.
• Monitored and supported MS Exchange servers proactively in four sites.
• Performed installation, configuration, and troubleshooting for 350 clients utilizing MS Exchange servers.

United States Navy, USS Bushnell, Norfolk, VA
1993 - 1997
Aviation Fueler/Technician
Maintained aviation fueling. Streamlined processes for effectiveness.
• Constructed shipboard computer network consisting of 300 workstations.
• Diagnosed and repaired chipset damage in computers onboard.


Westford University, Columbia, MO
B.S., Management of Information System

Hampton Roads State University, Newport News, VA
A.A.S., International Studies

Administration of MS exchange 2000

PRWRA Kristen Coria - - Accounting Paradigms

Disaster Recovery Coordinatory

Frances O'Malley
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Multifaceted skills base, a diverse career background, and advanced business and management studies, underpin a distinctive leadership style that unites and refocuses teams towards common goals. Career has been characterized by a strong customer service focus, and enhanced through seven-years supervising in high-pressure environments. Understanding of underpinning guidelines and strategies for business continuity includes identifying and assessing methods for mitigating risk, and managing incidents effectively through entrenched rapid response procedures and processes. A proactive, open and honest communicator; stimulated by fresh challenges. Track record for consistently winning the loyalty of staff, delivering projects to deadline, and boosting productivity and departmental effectiveness.

Professional strengths include:
Ÿ Identifying/Mitigating Risk
Ÿ Statistical Reporting
Ÿ Business Impact Analysis
Ÿ Policy and Procedure Compliance
Ÿ Resource Allocations
Ÿ RFP Development
Ÿ Business Continuity Planning
Ÿ Project Management
Ÿ Disaster Recovery
Ÿ Strategic Planning
Ÿ Solutions Development and Documentation
Ÿ Risk Procedure Evaluation and Development
Ÿ Program Development
Ÿ Critical Problem Solving
Ÿ Team Leadership & Training
Ÿ Risk Management
Ÿ Million-dollar Budget Administration
Ÿ Financial Analysis
Ÿ Equipment Purchases
Ÿ Vendor Negotiations
Ÿ Incident Management

Selected Contributions / Highlights

Recipient, “Strategic Operations Award” for intense 6-month project that successfully consolidated three disaster recovery sites—each with individual processes, into one cohesive operation.
Devised the first testing plan that transformed makeshift processes into a formal set of procedures that underpinned the new disaster recovery strategy.
Instigated standardized technical recovery and supporting management plans company-wide. Produced templates, a review cycle and naming standards.
Primary disaster recovery specialist, approached to consult on internal projects up to $50K with disaster recovery considerations. Collaborated with project managers to deliver expected outcomes, plan project timelines, devise post-test reviews, and oversee implementation.
Established complete set of management reporting mechanisms including testing result charts, expense reports and summaries, updated status reports for individual teams, and business impact.
Managed a $4.5 million budget and up to 50-staff concurrently on a series of projects impacting 10,000 employees nationally.

Employment Snapshot

IT Services Continuity Coordinator
Disaster Recovery Coordinator
PA to Service Delivery Manager

Open Learning Center Administrator

Front Office Manager/Acting Duty Manager
Receptionist Shift Leader/Receptionist/Food & Beverage Attendant

Experience Narrative

Engagement Summary:
Drive disaster recovery planning and protocols nationwide, investigating the organization’s capacity to identify risks, effectively protect technology asset investments, and ensure the recovery and continuity of critical systems in the event of a disaster. Project-manage strategy, procedures, and testing to assess business impact, and preside over awareness programs to enlist management commitment to ongoing system enhancements. Acquisition of CGU Insurance by IAG in 2003, prompted an organizational restructure, and appointment to a new, yet similar role with increased accountabilities and authority.
Summary: Confronted upon appointment to the Disaster Recovery Coordinator’s role in November 2000 to a division with negligible documentation, ad hoc processes, a lack of formal standards, and scant disaster recovery plans primarily focused on the mainframe platform. With no testing conducted for 12-months, immediate action was critical to lessen risk and protect assets. Immediately established regular meetings with managers to elevate awareness of the importance of disaster recovery and the potential impact and cost of data loss to operations, and devised the first testing plan that transformed makeshift processes into a formal set of procedures that underpinned the new disaster recovery strategy.

Contributions & Results:
IT Services Continuity Coordinator
· Led the most complex and inclusive system recovery tests in CGU’s history. Tested 10 applications across 5 platforms over 2-weeks presiding over the project from pre-planning to post-review.
· Instigated standardized technical recovery and supporting management plans company-wide. Produced templates, a review cycle and naming standards.
· Devised a comprehensive Management Recovery Plan in the event of catastrophic data center loss. Plan documents strategies from disaster declaration through implementation of recovery site.
· Minimized risk by creating solution templates that captured business requests, infrastructure design and the implementation plan;—an initiative ensuring document consistency throughout the business.
· Key contact point for business continuity issues; work closely with diverse business units nationally. As IT Liaison, contributed to third-party business impact analysis workshops providing input on methods to best address issues impeding the development of individual business continuity plans.
· Developed application matrix for capturing all IAG system and application information nationally.
· Devised application recovery priority spreadsheet for at-a-glance review of applications assigned to each business unit.
· Conceived and documented business approval/sign off strategy that detailed projects and testing. Initiative was immediately adopted on four in-progress projects.

Disaster Recovery Coordinator
· Accomplished zero failure rates on 9 consecutive disaster recovery tests, all of which demonstrated strong and significant process improvements.
· Recipient, “Strategic Operations Award” for intense 6-month project that successfully consolidated three disaster recovery sites—each with individual processes, into one cohesive operation. Initiative positioned the business to effectively embrace future infrastructure developments and cover all business critical functions. Developed an RFP, presided over vendor evaluation, interviews, and selection processes, and managed transition to new facility. Cited by Head of IBM Business Continuity & Recovery Services as “the only company to attempt such a complex recovery so successfully.”
· Established complete set of management reporting mechanisms including testing result charts, expense reports and summaries, updated status reports for individual teams, and business impact.
· Primary disaster recovery specialist, approached to consult on internal projects with disaster recovery considerations. Collaborated with project managers to deliver expected outcomes, plan project timelines, devise post-test reviews, and oversee implementation. Projects ranged from $400-$50K.
· Coordinated teams across Sydney and Melbourne during bi-yearly disaster recovery testing.
· Reduced recovery timeframes to 48-hours by eliminating non-critical files as part of the backup process. Initiative also served to cut the costs of off-site storage.
· Spearheaded the first full-scale backup strategy review across all platforms in the company’s history.

PA to Service Delivery Manager
Short-term role secured upon return from overseas trip. Supported senior manager, shouldered routine HR and administrative processes, itinerary planning, stationery requisitions and venue bookings.
· Established “tracking” calendar for staff that became standard for staff availability monitoring.
· Saved countless hours in staff training by devising the first “Administration Procedures Manual” a blueprint for standard tasks.
· Appointed Project Administrator for major desktop rollout project. Managed all project communications, assessed training vendors, spearheaded staff education nationally, and contributed to implementation in Hobart and Brisbane as the IT customer liaison specialist.

Open Learning Center Administrator
Temporary assignment on working holiday in London.

Front Office Manager/Acting Duty Manager
Receptionist Shift Leader/Receptionist/Food & Beverage Attendant
Designed front office area and established processes and protocols prior to the launch of the [then] new Grand Hotel—many of which remain in force today. Managed departmental budget including wage costing; tallied revenues/expenses at conclusion of shifts, evaluated performances, and hired/fired staff. Instituted the first orientation-training program for new inductees, and executed successful cross training and succession planning structures for established staff.

Technology Summary

Team Track (Change Management) • USD (Incident & Problem Management)
Microsoft Office XP (Word, PowerPoint, Excel, Outlook, Access)
Lotus Notes; Microsoft Project; Windows 9x/NT; LANs/WANs, Visio
ABC Flowcharter, Adobe Photoshop

Education & Training

Bachelor of Business (Management)
Victoria University, Melbourne

Graduate Certificate in Disaster Management
Swinburne University of Technology (commenced 2003)
Certificate 1 in First Aid

Recent training includes Business Continuity Planning Seminar, Incident Management & Request Tools, IT Infrastructure Library Training, and Customer Service Excellence. Attended the “Survive Conference” for Business Continuity Planning and Disaster Recovery; workshops in risk assessment, business impact analysis, and disaster recovery strategies; trained in MS Visio.
Gayle M. Howard - Top Margin -

IT Executive

Kerry Cordova
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234

Senior Executive ~ IT

Business and technology professional, expert in driving strategic directions, negotiations, and projects through the complexities of differing agendas, personalities, and cultures. Solutions- and results-focused, career successes have been underscored by an inherent capacity to identify and pursue growth opportunities, decisively plot a course of action, and deliver on promises. Acknowledged and accepted by board members, clients, staff, and management alike for candid, rational communication style that ‘seals’ deals, resurrects client relationships, and averts crises. A tenacious trouble-shooter, committed problem-solver, and motivational ‘lead from the front’ manager accustomed to adapting to cultural and business protocols across Japan and Australasia.

Value Offered
Ÿ Revenue Growth Initiatives
Ÿ Knowledge Management
Ÿ E-Commerce Solutions
Ÿ Support Chains
Ÿ Project Management
Ÿ Cost Containment
Ÿ E-Business
Ÿ Due Diligence Reviews
Ÿ Client Relationships Management
Ÿ Risk Assessments
Ÿ Budget Management
Ÿ Document Management
Ÿ Change Management
Ÿ Vendor Negotiations
Ÿ Market Expansion
Ÿ Brand Marketing
Ÿ Process Reengineering

Technology Inventory

Technology inventory: UNIX (HP-UX) • Windows XP/2000/NT/98/95 • NT Server
• Netscape Enterprise web server • IIS 4.0/5.0 web server Informix • BaaN (ERP)
• EMC & Hitachi storage DSS • OLTP • RDBMS • HTML • XML

Selected Benchmarks and Milestones

· Transformed company’s vision to become a player in the e-commerce solution sales sector into a practical reality. Led market-entry into Japan, scored the critical first sale, and project-managed the pilot system’s installation and integration from concept through turnkey solution handover.
· Steered groundbreaking, cutting-edge projects for a top-ranking heavy equipment manufacturer in Japan that revolutionized core business processes, and prompted the launch of a new revenue-positive CSS-Net-based ASP business enterprise.
· Key driver of cultural change initiative for major Japan-based company. Transitioned staff from non-computer users, to competent operators, fully trained in online catalogues, web browsers, CSS-Net, and basic troubleshooting.
· Coordinated the on-time global rollout of an electronic parts catalogue that modernized and standardized parts ordering company-wide. Directed team members across Japan, USA, Belgium, Germany, Italy and Australia
· Won export deal for the Australian Trade Commission in Osaka to supply $US 2.8 million in emergency housing that provided shelter to 200 Japanese families in Kobe, following the 1995 Hanshin Earthquake.
· Led trade missions that led to a successful collaborative agreement between Japan and Australia


Consular Support Officer
Position represents a substantial departure from career momentum, supporting the Consul, Police Liaison and Deputy Consul General with logistics, research, interpretation, and translation services for citizens of Japan in perilous or difficult circumstances.
With 30,000 Japanese people living, working, and traveling in New South Wales, the Northern Territory, and in New Caledonia, the role is unpredictable, rich in diversity, frequently demanding, and simultaneously draining. Confronting overwhelming emotions and respecting cultural sensitivities when dealing with victims of crime, lawbreakers, accidental death and more, takes an immense toll on the people and families involved; it necessitates an empathic and professional stance, and the local expertise to engage the community—from police and emergency services, to legal representatives, funeral homes, and more.
· Independently identified frequent lapses in security that exposed assets and people to risk. Produced complete audit that revealed critical need for security blueprint and personally introduced series of security protocols for staff and third-party service providers. Devised and won agreement from contracted security company to comply with standard operating procedures—initiatives that have elevated and sustained the quality and level of security services provided.
· Commended frequently for capabilities in juggling significant client caseload and following each incident meticulously through closure.

Senior Consultant
Transformed executive vision into a practical reality that heralded the transition of the company as a new player in the competitive e-commerce solution sales sector.
With no existing software operations, no technical capability, and leading personnel lacking in enterprise software sales methods, the challenges appeared daunting. Expectations to deliver results quickly with limited resources elevated the level of pressure to produce.
At the conclusion of the contract, the company had won its first sale, was established as an ecommerce business, and had seamlessly produced its first turnkey solution.
· Sourced market, identified a leading vendor of support chain e-commerce solutions, and established an interest in expanding to the market in Japan. Conducted due diligence audit, inspected sites in UK, Germany and USA, and negotiated distribution agreement to infiltrate Japanese markets.
· Devised a high-impact, multi-phased marketing campaign to introduce brand name and image via prominent tradeshow positioning, direct mail strategy, cold prospecting, and on-site customer demonstrations.
· Penetrated the market in Japan with the groundbreaking $US 200K sale of the ecommerce pilot system to marine diesel engine manufacturer, Mitsui Zosen for online spare parts ordering. Tough negotiations conducted over several months produced a successful outcome with added-value training used as a deal ‘sweetener’.
· Project-managed the development and installation of the pilot system through concept to successful handover of a turnkey solution complete with trained and competent staff. Critical first-point-of-contact as a bilingual communications channel for all technical liaison between USA and Japanese engineers.

Systems Administrator
Administered, fine-tuned, and improved key business systems including internet, intranets, BaaN ERP and Informix RDBMS in an effort to improve customer satisfaction rates and system responsiveness.
· Tuned and tweaked database, web server, and HP-UX parameters contributing to an impressive zero percent downtime.
· Presented to customers in Japanese language at monthly meetings, representing the company’s UNIX systems administration group.

Project Consultant, e-Commerce
Delivered two major projects that virtually revolutionized business for Komatsu Ltd and produced significant bottom-line results through the formation of a new business enterprise. The project for Japan in implementing an ecommerce solution for the core business had significant impact on the company’s visions and prosperity.
Project CSS-Net: Successfully delivered the complete development and deployment of the company’s country-wide intranet—an e-commerce system for the online ordering of spare parts for 3500-plus items of heavy equipment set to eliminate paper-based part catalogues and time-consuming processes.
The project, considered cutting edge for the industry, was also unprecedented in Japan, prompting the company to launch a new ASP business based on CSS-Net.
· Reversed time-consuming and erroneous paper-based/faxed recording and ordering methods through the implementation of e-commerce system that cut errors by 30% and enabled identification, selection and parts ordering online.
· Transformed ad hoc approach to manual cataloguing with a standardized electronic parts catalogue that cut 18% from publishing budget, offered immediate online content management, and reduced labor by 700 person hours.
· Key driver of substantial cultural change initiative that transitioned staff from non-computer users, to competent operators familiar with web browsers, CSS-Net, and basic troubleshooting.
· Negotiated global software licensing and pricing agreement that exposed all companies within the Komatsu group to the same price structure.
· Orchestrated complete project from data mapping and content design, through network and PC upgrades, replicated intranet web-servers for 24/7 operations, legacy parts master system integrations, and user guides.

Global Project: LinkOne Electronic Parts Catalogue Solution
Coordinated the global rollout of LinkOne—an electronic parts catalogue forming the core of the online spare parts ordering initiative. System reformed, modernized, and standardized a regional, fragmented approach that provided a uniform look and feel, and trimmed costs throughout the group.
Transition from manual catalogues paved the way for future revenue growth, exposing the company to expanded opportunities for online sales of spare parts.
· Managed vendors and coordinated a global team across Japan, USA, Belgium, Germany, Italy, and Australia. Chaired project meetings, and conducted business and technical translations.
· Deployed electronic parts catalogues globally and within forecasted deadlines.

Consulate General of Australia
Manager, Marketing
Project: Building Material Exports
Opportunities for Australian building material and housing exports were presented by the Hanshin Earthquake in 1995 prompting devastation of housing on a mass scale.
· Acting independently, obtained emergency housing specifications and plans from the Hyogo Prefectural Government, identified and contacted potential Australian suppliers and local partners, initiated contact with trade intermediary Mitsubishi and submitted government bids.
· Sealed export deal to supply $US2.8 million of emergency housing that provided shelter to 200 Japanese families in Kobe.

Project: Australian Software Exports.
Researched and sourced internationally competitive, Australian software products for sale to Japan, executing market-entry strategies. Conducted IT product demonstrations in Japanese and English, and participated in trade shows including Groupware Japan and Comdex Japan.
· Successfully negotiated Japan market distribution agreement for grapeVINE Technologies Limited’s “grapeVINE for Lotus Notes” knowledge management software.

Project: Australian Multimedia.
Elevated awareness of Australia’s multimedia talent and capabilities, leading the AIMIA (Australian Interactive Multimedia Industry Association) mission to Japan and a mission to Australia by KMNCA (Kansai Multimedia Network Cooperative Association.
· Won signing of an MOU for collaborative development and marketing of multimedia between AIMIA and KMNCA.

Manager, Business Development
Assistant Manager, Business Development
· Overcame client company’s lack of import finance by managing a $5M trade finance facility offering finance to Australian IT manufacturers, importers, and exporters.
· Created venture capital opportunities in Australian hi-tech for JAVCF (Japan Australia Venture Capital Fund).
· Turned bankruptcy of importer of Eizo monitors into a revenue-generator, selling company’s high-resolution monitors to merchant banks and system integration companies.
· Executed complete market distribution agreement for ERMapper image processing software in Japan.
· Key player in the start-up Kia motor vehicles to Australia.


Bachelor of Arts
University of Sydney, NSW

Training includes:
XML Intensive Training, Enigma Boston MA
International Marketing, ITOCHU Ltd
Gayle M. Howard - Top Margin -

IT Manager

Chris Fong
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Superior record of steady career progression over 17-years in IT, mirrors underlying commitment to deliver robust, customer-responsive services and projects in deadline- and task-driven environments. Commonsense approach and “big-picture” vision are hallmarks of a consensus-driven leadership style that encourages problem ownership and empowers staff to brainstorm solutions. Respected for troubleshooting acuity and capacity to think “outside the square” for more effective outcomes. Independent work habits, intuitive business sense, and an instant grasp of new technologies underpin dedication to steer streamlined operations within a cost-effective and productive IT function.

Professional strengths include:
Ÿ Service level agreements
Ÿ Strategic planning
Ÿ Team management/training
Ÿ Performance appraisals
Ÿ Staff succession planning
Ÿ Technical troubleshooting
Ÿ Budgeting and forecasting
Ÿ Help Desk Management
Ÿ SLA targets
Ÿ System expandability & reliability
Ÿ Project management
Ÿ Business needs analysis
Ÿ Vendor relationships
Ÿ Proposal development
Ÿ Staff recruitment, induction
Ÿ Operations/infrastructure management
Ÿ System/network process controls
Ÿ Workflow prioritization
Ÿ Customer service delivery
Ÿ Productivity enhancements
Ÿ Internal Restructuring


· Steered extended resolution support centre operations, achieving “fix” rates of 96%—outstripping previous benchmark of 73%—the established service level agreement standard.
· Slashed end-user complaints from 20+ weekly to virtually non-existent levels.
· Pioneered key performance indicators for the first time in the Extended Resolution Center’s history. Initiative elevated staff productivity rates by more than a third, setting the standard for achievable goals in staffs’ yearly performance evaluations.
· Winner, “Quality and Achievement” certificate recognizing efforts in revamping the CSR Intranet.
· Instituted call logging, reinforcing the partnership between attention to detail and successful, efficient support operations. Idea sparked a three-fold improvement in the quality of call logging, and later became a formal divisional process.
· Cut ACD call abandon rates from 20% plus to just 6.5% in 7-months for Philip Morris Ltd.


PHILIP MORRIS LTD, IT Support Performance Manager/Supervisor
ONCALL SUPPORT SYSTEMS, Senior Technical Account Manager
APPLE COMPUTER, Senior Dealer Support—New Operating Systems


IT Support Performance Manager/Supervisor
Pioneered the company’s new foray into outsourced IT support, replacing a 9-year agreement that was consistently failing to deliver on service, structure, and performance.
6-weeks prior to “go live,” completely revamped internal processes and procedures after an intensive audit of call-management protocols, staff operations, incident reporting, escalation measurements, and key performance indicators.
Hired new staff, identified deficiencies, and devised solutions for optimizing communications between the support area and end users.
· Developed Service Level Agreements for both the business and outsourcing firm Hudson Global Resources.
· Spearheaded industry best practice enhancements through the implementation of ITIL methodologies; continued to consult with management on long-term visions from a global perspective including SMS/Email alerts for SLA monitoring.
· Managed the global initiative to roll-out HP Service Desk 4.
In just 9-months, results have been impressive:
· Cut ACD call abandon rates from 20% plus to just 6.5%.
· Boosted the reputation of the IT support division winning praiseworthy feedback from end-users impressed by the steep and rapid improvement in the quality of knowledge and service delivery from the very first month. Successfully combated a steady increase in IT support calls that had risen to 1000 calls weekly since the quality problem-resolution had improved.
· Launched productivity-saving protocols that slashed work backlogs by 65%.
· Spearheaded the company’s first SLAs with local business.
· Embarked on a comprehensive communication strategy that reinforced transparency. Renewed focus on keeping the local business users “in the loop” on potential issues surrounding planned outages, maintenance work, and system faults, won the appreciation of all end users.
· Standardized all group documents and email for optimum cost management.

Support Manager, Extended Resolution Center
Swiftly progressed from IT support analyst role, through team leadership, and finally Support Manager of the Extended Resolution Centre, second-in-charge to the Asia Pacific Regional Support Director.
Promoted during a turbulent period of organizational change that had prompted internal staff unrest through lack of recognition and training, elevated customer dissatisfaction levels, and high volumes of repeat support calls.
With additional responsibilities for overseeing the IT administration and help desk areas for 7-months prior to a supervisory appointment, the challenges were immense—juggling daily operations, steering change, and instilling staff acceptance through transparent communications, training, and team-building.
Results were impressive with “fix” rates pegged at 96%, surpassing the 75% service level delivery benchmark.
operational contributions:
Identified skills deficits and spearheaded training schedules for teams lacking the technical and customer service skills critical to impart first and second-level support with clarity and resolution.
· Orchestrated “new starters induction kit” a regime providing 3-weeks full-time training for support staff, and an assigned “buddy” providing direction and measuring quality performances during initial week of fielding calls.
· Built persuasive case seeking acceptance for increased staff funding that promised a return on investment via guaranteed attainment of forecast individual call loads.
· Pioneered monitored key performance indicators for the first time in the division’s history. Initiative boosted staff productivity by 30% and created achievable goals in yearly performance evaluations.
· Instituted call logging, reinforcing the partnership between attention to detail and successful, efficient support operations. Idea sparked a three-fold improvement in the quality of call logging, becoming a formal process.
· Cut complaints from 20+ weekly to virtually non-existent levels.
· Launched successful staff bonus scheme “Play to Win”—an idea borne of a need to increase morale, teamwork and productivity through rewards and recognition of compliance to procedures, timeframes, attendance, and productivity KPIs.
· Generated revenues by opening business units to outsource internal IT support staff when required in field assignments.
· Introduced formal checklists that ensured step-by-step operations for machine maintenance. Quality assurance process of data back-ups and identical software configurations, avoided lost data and cut instances of customer complaints.
· Acting support director in support directors absence.
· Introduced “decision styles” to the formal review process.
operational contributions:
· Partnered with key business personnel to produce “Customer Service Updates” forums—a means of presenting emerging technologies, brainstorming strategic directions, and reviewing/reinforcing goals. Secured key speakers across the organization from finance, technology, applications, and business. Initiative proved so successful, idea was later launched in Sydney, followed by other state offices.
· Introduced guidelines for dealing with multi-level communication issues, including organization-wide emails and voicemails, and Intranet system status advisory allowing staff to check planned or unscheduled outage details.
Special Projects/Contributions:
Key contributor to internal and outsourced projects spanning CRM, intranet, ehelpdesk, and Windows 2000 migration. Highlights:
· Project-managed the first group intranet from concept, through design, development, and implementation. Navigated the minefields of changing priorities to deliver the project on time, and to specification.
· Directed the ehelpdesk online intranet for PeopleSoft Vantive. Resolved design issues, coordinated multi-phased production testing and delivery, and collaborated with human resources and payroll divisions to develop and refine self-help areas for staff online accessing human resources and payroll information
· Major project stakeholder in replacing existing CRM system for PeopleSoft Vantive. Monitored project progress, ensured vendor compliance with contract agreement, and resolved complex technology issues with legacy systems versus automated features. New system produced return on investment in just 2-months, steering workflow increases of up to 30%, and cutting errors significantly.
· Steered Regional Technology Center support development.
· Credited with winning ITIL accreditation through implementation of industry quality standards.

Team Leader
Advanced troubleshooting and resolution of desktop, server, and application issues. Mentored staff, devised rosters, chaired meetings, and provided second-level technical support to local and international users across the Asia Pacific region.
· Acknowledgement as the team’s most senior technical member prompted a two-week appointment to the U.S. to grasp technologies, terminologies and gain insight into the Siebel rollout project for the Asia Pacific region. Within 2-months of “go live” was cited by the U.S. for successful level of autonomy attained in steering project—a rarity compared with other similar rollouts globally.
· Personally conducted first-, second, and third-level support and training to users throughout Australia and Asia
· Authored blueprint for first- and second-level support documentation, providing step-by-step examples of routine solutions/fixes that aided support staffs’ productivity and service delivery.
· Developed, implemented, and rolled out new support structure for Deloitte branded the “Personal Service Network” in collaboration with the APA Director. Involvement in the project, combining call centre contact across IT support, HR and payroll, spanned document definition, investigation into local and global integration potential, and staff selection, induction training, and KPI monitoring.
· Consistently accomplished “EE” (exceeding expectations) grade in personal performance reviews.
· Produced technical support documentation; email administrator; national voicemail system administrator; third level Siebel support for APA region.

Senior Support Analyst
Troubleshot and resolved desktop, network, and systems issues; supported applications including Solution 6, Office, Notes, Novell, CCMAIL, Windows 98/NT and Norton’s Antivirus. Administrator for Lotus Notes and Novell, providing after hours support, as well as remote access support for Shiva/Radius.

Senior HelpDesk Support
National LAN/WAN support and 24-hour remote technical support. Within 4-months was appointed a senior member of the team. Winner, “Quality and Achievement” certificate for revamping the CSR Intranet.

Senior Technical Account Manager
Delivered technical service and support to design studios, internet providers, marketing companies and major education schools such as Newington college. Subcontracted to organizations including Clemenger Advertising, WHO & TIME magazines, Nat West Markets, James Hardie Industries and more.


Logical Solutions: Senior Engineer (1991–1992); Apple Computer, HelpDesk Support (1991); Domino Computers/CMS Australia, National Service Manager (1989); Computer Cellar/Logic Sourge, Service Manager (1988); Seahorse Computers, Service Technician/Customer Support (1986).


Vast exposure over many years to all major operating systems, commercial and custom-built applications. Expert knowledge of systems, infrastructure, applications, and hardware—across small and large corporate environments. Recent exposure to HP Openview SD4 CRM, QMaster ACD telephone system.


Microsoft Certified Systems Engineer (MCSE)
Anticipated 2003/4
Certified Novell Administrator • Microsoft Certified Professional
• ITIL Support Management, AIM

Hundreds of hours devoted to ongoing professional development via formal short courses, conferences, symposia, and information sessions. Topics include:
HDI Service Management symposium, “gEM” staff appraisal and mentoring programs, AIM Management, Exchange migration and implementation, Seibel system support and maintenance, SAP modules: inventory, and production; team building, quality service and time management, Lotus Notes administration, manpower management, and Apple Macintosh networking, peripherals, and service.
Gayle M. Howard - Top Margin -

IT Operations Executive

Jordan Winters
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234

Senior Operations/IT Executive

Operations s Marketing s Recruiting s Training s Management s Sales s Compliance
Production s Communications s Administration

Summary of Qualifications

Over 28 years of diverse experience in developing and successfully implementing various strategic operations, marketing, IT and personnel strategies designed to improve operating efficiency and increase profits for multimillion dollar corporations. Experience includes food services, computers, and energy industries. Highly effective in promoting productive work environment with strong commitment to team building, and quality. Exceptional attention to detail with regard to development, packaging and distribution. Polished professional presentation skills; fluent in English and Spanish.

Information Technology
s Technology Transfer
s IT Acquisition
s Communications Security
s Intranets, LANs & WANs
s Workstations
s Software Upgrade
s Multilevel Security Systems
s Trouble Desk Management
s Troubleshooting
s End User Training
s System Administration
s Life Cycle Management
s Web Services / HTML
s Windows NT Servers
s Systems Upgrades

s Multi-Site Operations
s Budget Administration
s Training & Development
s Resource Allocation
s Policy & Procedure
s Customer Relations

Employment Experience

Chairman and CEO
Principle executive in holding company offering IT and outsourced consulting services primarily to government organizations and utility sourcing.

Sr. VP & CIO
Charged with providing the leadership, strategic direction and implementation for corporate technological initiatives. Managed $600 million budget, including developing and implementing strategic IT initiatives.
· Reduced IT expenses more than $160 million
· Appointed corporate ambassador to Hispanic and Latino communities
· Represented corporation at high-profile events, both domestically and abroad

Executive Vice President, Process Engineering & CIO
Rejuvenated corporate information systems strategy and incorporated ideals to coincide with overall business plan. Implemented business systems linking over 200 retail outlets to corporate structure. Managed approximately 700 employees, $40 million operations and management annual budget, and $75 million capital budget.
· Initiated corporate downsizing of 200 information systems employees.
· Negotiated contract labor with IBM Global Services to ensure technological upkeep.
· Spearheaded $120 million SAP project, $35 million point of sale system, and $15 million client relationship management and call center program, meeting schedule and coming in under budget.
· Administered supply chain, telecommunications network and e-commerce business unit.
· Managed $75 million revenue business-to-consumer (B2C) enterprise with $39 million, two-year implementation budget.

Sr. VP and CIO
Led restructuring and start-up of new corporate restaurant structure worth over $12 billion in publicly traded stock. Consolidated financial, human resources, real estate and risk management processes into central organization using common information technologies.

Sr. Vice President and Chief Information Officer
Led largest core process reengineering initiative in corporate history consisting of redesign of administrative and restaurant processes. Consolidated and implemented new “back-office” services and information technology support. Overhauled mapping of all transaction processing, retail, store management and business intelligence systems. Implementations were adopted globally.
· Led consolidation efforts of Data Center by implementing new technical infrastructure for network systems and telecommunications, recognizing $45 million in cost savings.

Senior VP, Business Engineering and Technology & CIO
Reengineered enterprise core processes by transforming organization from holding company into fully-consolidated operational entity. Upgraded technology systems across all enterprise and restaurant locations, support center and corporate. Managed $180 million operating budget.
· Reduced operating costs $23 million per year
· Negotiated ten-year, $323 million information technology outsourcing agreement with IBM ISSC
· Sat on Senior Executive Management Committee, responsible for strategic direction and positioning of corporation
· Headed franchise design and R&D activities.

Additional Experience

Senior Director, Research and Development
Director, Reengineering
Director, Cost Maverick
Senior Manager, Technical Operations
Project Manager, Retail Systems
District Manager, Restaurant Operations
Restaurant Manager


NASA, Houston Space Center, TX
Project Manager


Bachelor of Science – Electrical Engineering
Patricia Traina-Duckers - The Resume Writer -

IT Professional

Casey Catello
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Seeking a professional IT position requiring advanced technical training and providing an opportunity to improve the systems and operations of a growing company.


• Over 8 years of professional experience in positions as Freelance Sound Designer, Senior System Consultant, MIS Manager, System Administrator / Quality Assurance Team Leader, Co-Founder / Editor, and Quality Assurance Manager
• Skilled in information systems management, analysis, troubleshooting, testing, documentation, internal control procedures, system and program security, systems analysis, hardware and software installation, applications and program management, technical support, and network administration.
• Experienced in fostering and developing client relations, providing end user training and innovative technical solutions, conducting equipment demonstrations, and increasing efficiency to enhance profitability.
• Leadership skills include ability to lead and motivate co-workers from all backgrounds, creative problem-solving and solution-oriented work style, decisive and confident decision-making, and in-depth proficiency with new technology trends.
• Well-developed communication skills demonstrated through fluency in Hebrew and English, extensive international travel, documented writing and editing talents, ability to work well independently and as part of a team, developing effective client relations, providing superior client service and satisfaction.


Network Administration Skills
Design, implementation, and maintenance of Microsoft Windows NT network systems for the specific needs of the enterprise environment. Maintaining and establishing user accounts, network security, troubleshooting printer problems, back-up devices, and installing and maintaining servers.

Administration Skills
Installation, configuration, troubleshooting, support, and maintenance of PC hardware and peripherals including desktop computers, printers, scanners, modems, and networked printers.

OS Knowledge Base Skills
All windows variants, Sun Solaris Unix variants, IBM Unix AIX, Linux variants, IOS variants.

Software Implementation Skills
Microsoft BackOffice Servers, Exchange Servers, NT Clusters, Netscape Proxy, Apache, SAMBA, Office variants, SendMail variants, NIS+, Legato Networker, DNS, Veritas Volume Manager, SUN Cluster, Veritas Cluster.

Security Implementation Skills
Checkpoint firewall-1 (version 4.0 & 4.1), VPN-1 securemote implementation, CISCO PIX, Raptor EAGLE, Norton command center, Secure Sendmail.

Hardware Skills
All PC variants, SUN Sparc / UltraSparc stations, Printers, Video capture, cable standards and implementation, (CAT5, CAT6, Fiber) Printers, EMC, NetAp filers.

Networking Skills
CISCO Switches and Routers (Voip / ATM / Ethernet) Bay Networks / Nortel Switches, Intel Routers, Extreme Networks Switches, Lucent Switches, Very High TCP / IP proficiency.

Environment Skills
Windows workgroups and DOMAINS, Ethernet, TCP / IP, NIS, NIS+, W2K directory service, LDAP.


Sound Design, Los Angeles, California
2000 - Present
Freelance Sound Designer
• Currently self-employed as Freelance Sound Designer building virtual synthesizers for DJs and other clients. Responsibilities include sound design using integration of MIDI / musical instruments, and digital sounds recording to meet client needs, creating top quality results, and completing projects on time and within budget. Additionally responsible for design and distribution of marketing materials, banking and basic accounting, and all public relations.

ACCOUNTING TECHNOLOGIES, LTD, Raman Gat, Israel; Sunnyside, California; London, England; Munich, Germany
1999 - 2000
MIS Manager
• Responsible for managing all aspects of systems infrastructure for international technologies company. Duties include direct administration of Israel R&D site systems as well as systems for company sites in Sunnyside, California, London, England, Munich, Germany, and Stockholm, Sweden, with emphasis on enhancing effective site connectivity and maintaining domain security. Additional duties included design and implementation of total net-structure development of innovations to raise network performance, and relocation of Israel office site.
• Increased site connectivity from 10 megabytes per second to 1000 megabytes per second and user connectivity from 10 megabytes per second to 100 megabytes per second.

REDGEN SOFTWARE, LTD, Netanya, Israel; San Jose, California
1997 - 1999
System Administrator / Quality Assurance Team Leader
• Performed all aspects of system administration and quality control for company specializing in development of mobile codes, including design and implementation of international multi-site net-structures, managing global network assets and networking, ensuring internal / external security of all systems, and other duties as needed.
• Successfully developed special system protections against viruses and other security threats.

1996 - 1997
Quality Assurance Manager
• Served as top quality assurance team member reporting directly to lead developer for small company specializing in creation of individualized signatures for e-mail messages. Tested all signature applications as to program integrity and security, pinpointed problems, assisted in creation of fixes and reprogramming, and maintained security of internal company system.


University of California, Berkeley
B.A., Business


• Association for Computing Machinery (ACM)
• Advanced Computing Systems Association 'System Administrators' Guild (USENIX/SAGE)

PRWRA Grant Cooper - Strategic Resumes / YWW - New Orleans, LA 70118 -

IT Specialist Federal Employment

101 Maple Street
Oakton, VA 22124
Day: 925-555-0000
Eve: 925-555-1111

Social Security No:
U.S. Citizen
Veteran’s Preference:
Highest Federal Civilian Grade Held:
Federal Status:
GS-2210-13/13, Department of the Treasury, U.S. Mint

§ 12 years upwardly mobile experience planning, managing, and budgeting systems resources, including performance, capacity, availability, serviceability, and recoverability for LANs and WANs involving large number of servers and data sources.
§ Experience in installation, testing, operations, and maintenance of hardware and software systems.
§ Strong knowledge of LAN security policies and procedures.
§ Expert in developing and implementing Disaster Recovery Operation Plans.
§ Team leader: Ability to communicate strategies to guide cross-functional teams in goal attainment through straightforward, no-nonsense approach.
§ Bilingual: English/Chinese.

§ MCSE, Certified Microsoft System Engineer (NT), 2002
§ MCP + Internet, Microsoft Certified Professional, 2002
§ CNE, Certified Netware Engineer, 2001
§ CNA, Certified Netware Administrator, 2001
§ CCSE, Certified Checkpoint Security Engineer, 1999
§ CCSA, Certified Checkpoint Security Administrator, 1999
§ CCNA, Certified Cisco Network Associate (Version 1.0), 1998
§ CCNP, Certified Cisco Networking Professional, 1998

Windows NT/2000/XP, UNIX, Mac, MS Exchange, Novel
TCP/IP, IPX/SPX, PPP, NetBIOS, Netbeui, Ethernet, Token Rings, AppleTalk
IIS Servers, MS Servers, Citrix Servers, NetWare Servers, Cisco Routers
SMS, Open View, NetIQ, IIS 4.0, NetWare, IntranetWare, CheckPoint 2000,

11577 White Granite Drive, Suite 301
40 hours/week
Oakton, VA 22124
Salary: $72,600/year
Supervisor: Mr. George Peterson, 703-385-7865
Supervisor may be contacted
Senior Engineer/Project Manager for Network Security
Lead network and helpdesk team to manage and troubleshoot 500-plus-user enterprise network and information security systems for 24/7 availability. Provide strategic, technical, and budgetary planning in design, expansion, and implementation of enterprise WAN/LAN network infrastructure. Assist IT director in managing daily operations of all information technology systems. Write and develop technical documents. Establish and administer IT security policies. Maintain accurate documentation of all corporate hardware and software assets to facilitate customer support and problem resolution.
§ Serve as technical expert to director and senior management on network and security issues.
§ Manage specialized technical projects, monitoring progress, controlling costs, hiring and supervising contractors, and providing status reports.
§ Establish and administer periodical testing of network backup and recovery procedures to protect corporate data and system assets.
§ Develop detailed, comprehensive communication plans, change management plans, risk assessments, and standard operating procedures.
§ Design and lead network and security system upgrades, providing technical guidance and problem-solving analysis.

1000 Massachusetts Ave., N.W.
40 hours/week
Washington DC
Salary: $65,200/year
Supervisor: Ms. Allison Greer, 202-218-5744
Supervisor may be contacted
Network Engineer
Supervised and maintained daily network operations, including internet/intranet site administration, backup, disaster recovery, virus-protection, e-mail, and security. Researched, planned, developed, and implemented overall integrated LAN/WAN system design, including software/hardware component specifications, upgrades, configuration, and expansion. Monitored and diagnosed network system-level issues of performance, speed, reliability, and accessibility. Installed, upgraded, and configured routers, switches, and hubs.
§ Provided Level III in-house support to technical staff and end-users.
§ Planned project management of infrastructure for NT, Netware, and Citrix LAN/WAN networks, including design, analysis, evaluation, installation, and maintenance.
§ Ensured high user satisfaction through personal consultation and issue follow-up for comprehensive resolutions.
§ Resolved problems related to collision, data traffic congestion, LAN segmentation, and network cable standards.
§ Trained less senior technicians and support specialists on system configuration, client access, and troubleshooting skills.

6495 Deerfield Avenue, Suite 300
40 hours/week
Lansdowne, VA 20176
Salary: $53,000/year
Supervisor: Mr. Adam Taylor, 703-723-7097
Supervisor may be contacted
Systems Analyst
Provided overall analysis of software applications and communications software. Maintained, installed, and developed LAN/WAN systems. Diagnosed server issues for Windows NT and NetWare Servers. Installed, upgraded, and tested server hardware/software. Worked closely with internal customers and vendors.
§ Provided 24/7 on-site/phone technical support to Microsoft/Novell LAN/WAN networks consisting of 400 plus users, 310+ desktop computers, and over 90 laptop computers hosted in six branch offices located in Maryland, Washington, DC, and Virginia.
§ Configured and integrated TCP/IP, IPX/SPX, PPP, AppleTalk, and other LAN network protocols in a LAN/WAN environment.
§ Participated in network hardware/software installation tasks and system integration tasks.

Gelman Library
40 hours/week
Washington, DC
Salary: $48,900/year
Supervisor: Ms. Betty Wilson, 202-212-4533
Supervisor may be contacted
Systems Specialist
Configured and documented standard desktop computer workstations. Upgraded and maintained systems. Trained and assisted users with hands-on troubleshooting of workstation equipment and peripherals. Tested programs for completeness, maintaining documentation. Designed and created forms and reports. Authored and delivered user training.
§ Developed and administered three in-house library databases.
§ Wrote and revised programming codes, macros, and script/batch files.
§ Created menu/tool bars for data input/output of online systems.
Masters of Science, Management Information Systems, 12/97
Bachelor of Science, Computer Engineering, 6/82
16 Tin Kwong Road, Kowloon, China, 3/77

IT Systems Administrator

Lee Robertson
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


MICROSOFT CERTIFIED SYSTEMS ENGINEER (MCSE) with extensive network diverse technical experience in the IT field, emphasizing network administration and PC support. Excellent problem solver with strong communication, team player and interpersonal skills. Skilled supervisor and manager. Experience includes:

• Network Planning • System Integration • Switches & Hubs
• Frame Relay Networking • Software Configuration • Router Configuration
• Telephony & Fiber Optics • TCP/IP • Network Firewalls
• Internet Information Server • Hardware Configuration • ISDN / T1 Lines


Herzing College, WI
Microsoft Certified Systems Engineer Curriculum

University of Wisconsin, WI
Bachelor of Science, Computer Information Systems


Octagon Systems Inc., Athens, OH
1997 - Present
IT Systems Manager
Directed a team of PC Technicians, a Network Administrator / Analyst, and two Help Desk personnel in the management of all facets of information technology for this 2000 person financial planning firm.

Provided support and planning for critical requirements including: Network Administration, Computer Builds, Software Loads, Product Testing, Telephony, End-User Support & Training, Vendor Relations, Project Management.

Critical contributions included:

• Networking: Planned and integrated a 12-office Windows NT 4.0 Domain with over 800 computers. Administered primary and back-up domain controllers, file servers, print servers, proxy server, and e-mail server. Introduced thin client technology through dial-in connection for remote administration.

• Computer Network Security: Implemented policies for employee use of Internet and e-mail. Utilized Geotech Firewall and monitored proxy server.

• Telephony Administration: Integrated voice over IP to reduce phone bills between offices. Equipment paid for itself in six weeks, and introduced a monthly savings of $6K. Managed Audix phone system.

• Technical Support: Provided technical support and end-user training to internal and external customers on network, software, and computer systems.

• Vendor Relations: Negotiated all hardware and software purchases for company, successfully saving thousands during new network integration.

Octagon Systems Inc., Athens, OH
1994 - 1997
PC Technician


• Operating Systems: Windows NT, Windows NT Server, NT Terminal Server, NT Workstation, Windows 2000 Pro, UNIX SUN, and MAC.
• Software: MS Office (Word, PowerPoint, Excel, Access), MS Outlook, and Norton.

PRWRA Laura DeCarlo - A Competitive Edge Career Service - -

IT Team Leader

Jamie Hill
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Over 10 years of project management and application development leadership experience using object-oriented and procedural programming for client/server architecture. Cross-functional business and manufacturing knowledge. Strong interpersonal and written communication skills with the ability to relate well to individuals at all levels within the organization. Technical core competencies include:

Operating Systems
AIX, HP/UX, Solaris, Linux, Windows 9X, Windows NT
Third-Party Software
Oracle Forms 4.5 & 6.0, Oracle Reports 2.5, SQL*Plus, Microsoft Office, Microsoft Project, PVCS Tracker
C, Perl, TCL/TK, 4GL, Java, SQL, PL/SQL, HTML, ASP, UNIX Shell Scripting, JavaScript, Visual Basic 6.0
Database Software
Informix v6.04, Oracle v7 & v8i, SQL Server 7, Access
Web Servers
Apache, IIS, Microsoft Personnel Web Server
Configuration & CASE Tools
SCCS, RCS, Clearcase, PVCS Version Manager, FourGen


2003 to Present
Pharmaceutical and health-care product manufacturer. 2003 sales exceeded $19 billion.
Direct a team of internal and external consultants accountable for day-to-day support of Manugistics supply-chain management application. Manage integration projects to include user requirements gathering, budget/staffing needs, timeline estimates, design, testing, and weekly reporting while following Abbott SQAP.
· Led five-month project involving re-architecture and re-integration of common global error handling modules used by all supply-chain management applications throughout organization.
· Drove effort and led several SCM application QA projects to include version management control (PVCS), issue resolution tracking (Remedy), integration scheduling (Autosys), and documentation.

MOTOROLA PCS—Harvard, Illinois
Prepared Distribution Center database for physical move and migration to Oracle Supply Chain.

2001 to 2002
Developer of bioscience, technology, medication delivery, and renal products and services. 2001 sales exceeded $7 billion with operations in 50 countries.
Managed development projects to include quotation/bid process, design, development, testing, and implementation within an ISO 9001 compliant organization regulated by the FDA.
· Developed web application to support real-time online contracts using electronic signatures (compliant with FDA Guideline Title 21 CFR Part 11). Performed rigorous validation testing.
· Supported accounting system used throughout enterprise for budgeting and time tracking. Developed custom reports and created link with JD Edwards.
· Maintained and enhanced enterprise Expert Database (SQL Server) used to identify experts within each core competency and direct inquiries.
· Attended training in Good Document Practices (GDP’s), Good Laboratory Practices (GLP’s), and Good Manufacturing Practices (GMP’s).

1993 to 2001
Global provider of integrated communications and embedded electronic solutions. Revenues in 2000 of $1.3 billion with operations in the United States and 60+ countries.
SENIOR SOFTWARE ENGINEER—Global Sales & Forecasting (2000 to 2001)
Participated in entire software development life cycle including requirements gathering, design, and development for Global i2 Demand Planner v. 4.31. Supervised three junior developers.
· Member of development team (15 Developers and Business Analysts) working on global implementation. Project successfully executed on time and within budget. Received Bravo Award (April 2001) for efforts.
· Wrote back end code and scripts (Perl, PL/SQL, and UNIX Shell Scripting) to handle system maintenance.
· Developed user interface (Perl CGI) to i2 Demand Planner to allow on-demand, web-based reporting of sales forecasts, shipping information, and inventory levels.

SENIOR SOFTWARE ENGINEER—National Service Center (1998 to 2000)
Developed and maintained client/server applications supporting Motorola’s National Service Centers. Critical applications involved warranty tracking and outside vendor payables. Performed requirements gathering and development (analysis, design, coding, testing, documentation, implementation, and support.) within SEI Standards.
· Developed automated faxing application to interface with Informix 4GL. Increased CSR productivity by 50%.
· Developed internal website used by entire organization for tracking IT projects’ status. Application developed using ASP, JavaScript, HTML, and SQL Server 7 interface. Received the Bravo Award (June 2000) for efforts.
· Managed 2 outside consultants, made project assignments, and trained on system/organizational requirements.

Interacted with Engineering and Plant Management staff to develop and maintain manufacturing. Wrote programs in C and developed administration and batch programs using UNIX Shell Scripting. Administered Windows NT network with 80 workstations. Monitored and maintained AIX UNIX and HP UNIX networks.
· Developed table maintenance application (TCL/TK) with GUI front-end interface to Oracle.
· Awarded for assisting with group effort in achieving SEI Level 3 Classification.



MBA Program (12 credits completed)—Roosevelt University, Schaumburg, Illinois
BS Computer Science—Roosevelt University, Schaumburg, Illinois
AAS Electronics Engineering Technology—ITT Technical, Hoffman Estates, Illinois

Java Programming, Java Application Programming, Perl Programming, CGI Programming with Perl, Advanced C Programming, Application Programming with 4GL, Oracle SQL, Oracle PL/SQL, Oracle Reports, Oracle Forms, Advanced UNIX Programming, Requirements Gathering, and CMM Training

Michele J. Haffner - -

LAN Administrator

Jamie Hill
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Geo Consultants, Pittsburgh, PA
1997 - Present
LAN ADMINISTRATOR - Consultant Level
Performed installation, configuration, troubleshooting, and routine maintenance for all Netware 4.11, NT 4.0 and Windows 2000 servers which entailed User and Group administration, backups, software upgrades, printer setup and connectivity, and network monitoring. Provided off hours Network and PC support for high priority issues.

Achievements: Promoted to Consultant as a result of utilizing skills in an office move (12/00) which entailed developing a time sensitive project plan, researching and implementing new technologies, data center design, and data migration.

•Network Project Manager - Assigned to research, develop, implement, and support Network solutions for project teams assigned to local office.

•Supervisor - Supervised the daily activities of four technicians. Utilized professional and people skills to maintain an energetic and motivated team environment. Provided career guidance, training, and monitored career and skill progression with written and verbal evaluations.

•Work Coordinator - Distributed trouble tickets to qualified technicians. Ensured compliance of service level agreements. Followed-up with customers upon completion of
work to ensure satisfaction.

•Local Network Engineer - Teamed up with Regional Leads in the installations, upgrades, configurations, and troubleshooting of infrastructure devices. Knowledge of procedures allowed for a timely response which resulted in minimal downtime.

•PC Support Specialist - Provided third level support for issues which required a higher level of skill. Skills included installation and support of Windows 95 and Windows 2000 operating systems, Microsoft Office software, Lotus Notes, Internet Explorer, device drivers, modems, printer and network connectivity, and Ghost Utility.

•Octel Administrator - Created user voice mailboxes. Trained Users. Troubleshooting. Upgraded software. Documented processes and procedures.

Community Network, Philadelphia, PA
1987 - 1997
Provided installation, configuration and support for PC based Telecommunication systems - Technology, Voicemail, Automatic Call Distribution, Computer Telephony Integration, and Voice Response Systems. Knowledge of Telecommunications industry

U. S. Navy Reserve, Norfolk, VA
1984 - 1987
Technical Sergeant
•Provide Network and PC support for reservists during Uniform Training Assemblies.

•Provide hardware and software support for PC based Digital Messaging System and the transmission and receipt of classified and unclassified information. Top Secret Clearance.

U. S. Navy, Norfolk, VA
1980 - 1984
•Transmitted, received and processed classified and unclassified information through secure government systems.


Novell Netware 4.11/5.0, Windows NT 4.0 Server, Windows 2000 Advanced Server, TCP/IP, Cisco Switch 6500 - VLAN Administration, NetSwitcher, Arcserve 6 x, HP Jetadmin, Citrix, Compaq Insight Manager, Virtual Private Network, 3COM,
Xircom, Compaq Smart Start, and Visio.

Windows 95, Windows 2000 Professional, Windows NT 4.0, Lotus Notes 4.5/5.0, Internet Explorer 4.0/5.0,and Microsoft Office 97/2000.

Remedy - Help Desk Support Software, Digital Wireless Operating System-Macro and Micro Cell Phone Management, MAPS - Inventory Control Software, PollyCom Audio/Visual, and Ghost Utility.


University of Virginia, Richmond, VA
Information Technology Program

Navy IT College, Norfolk, VA
Computer Specialist

Computer Learning Center, Philadelphia, PA
Certificate, CNA/CNE

Pittsburgh Community College, Pittsburgh, PA
Associate, Information Systems Technology


Windows 2000 Server, Windows 95, Octel Administration, Netware 5.0, and Bay 5000 Hubs.

Spirit of Facilitation, Professional Business and Memo Writing, Covey's "First Things First," How to Manage Difficult People, Effective Presentations.

PRWRA Barbaraanne Breithaupt - Barbaraanne's Lasting Impressions - Philadelphia, PA 19114-3522 -

LAN Administrator Configuration

604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


ClearCase Specialist / LAN Administrator

Self-directed and highly driven specialist with over 20 years of continuous experience in configuration management and Network LAN Administration. Combines strong troubleshooting and technical acumen with proven expertise in leadership and project management skills to consistently deliver beneficial solutions.

Valuable team player with strong strategic planning capabilities, able to strive for excellence in all assignments. Highly articulate, demonstrating excellent interpersonal skills across all levels including peers, management, clients and end-users. Core competencies include:

• Strategic Project Management • System Conversions & Troubleshooting
• ISO Knowledge & Training • Procurement & Inventory Control
• Implementation Planning & Management • Team Building & Leadership
• End User Training • Client Relationship Management


• HP Administration • Solaris Administration • ClearCase Administration • Network LAN Administration •
• Program Library System Administration • Microsoft PowerPoint • Microsoft Office Suite •
• Microsoft Project • Update Manager • SIRCC • Remedy • ProSTAR • ForthDimension •
• Basic SQL Database • Basic Bourne Shell • UNIX • Basic Perl •


JORBEL, Kanata, Ontario, Canada
1982 - 2002
(#1 software development company within technology world, marketing products globally)

Configuration Management
Network LAN Administrator
Load Builder
Data Base Administrator
Communications Logistic Procurement

Promoted through increasingly responsible positions with direct responsibility for core operating functions. Orchestrated, utilizing superior technical skills, implementation of ClearCase, computer code storage library, through entire lifecycle planning. Managed systems configuration and maintenance, problem troubleshooting, planning and directing upgrades, and testing operations to ensure optimum system functionality. Career highlights include:

Project Management Contributions:
• Defined requirements, then planned, implemented and managed Software Library ensuring safe, stable environment for storage of codes contributed from upwards of 800 multi-sited programmers.
• Administered lifecycle of multiple projects while Project Prime, assessing need, proposal writing, goal setting, managing daily scheduling, and formulating closeout plan.
• Recruited superior-level engineers and researchers to staff Jorbel's Internal Business lines, resulting in increased productivity through efficient managing and migrating of their Product Library System (PLS) to new releases.
• Improved efficiency 25% by streamlining through configuration management, Loadbuild process for policy services products, resulting in shorter, cleaner build cycles.

Technical Administration Highlights:
• Guided Database Administration and support activity for ClearCase and PLS servicing 500+ Internal Business Lines while troubleshooting daily difficulties.
• Instrumental in set-up of precise tracking tools ensuring 100% accountability for all purchase orders and inventory record keeping.
• Facilitated hardware repair and maintenance, through LAN administration support, of all company Macintosh, XMS workstations, HP's and Solaris fileservers, as well as end-user workstations.

Customer Management Contributions:
• Mediated ownership for problem identification and resolution by managing Teams in conflict throughout software release program.
• Championed innovative solutions to support contentious situations with customers, raising the bar in customer satisfaction and retainability.
• Forged strong alliances with multi-disciplined teams, ensuring continuous daily support allowing more efficient and timely completion of projects.

Communication and Training Accomplishments:
• Delivered intensive hands-on training programs at client sites using live systems. Ensured that end-users understood ClearCase Administration, PLS Administration, Loadbuild and network tape backup management.
• Developed various documentation assisting in product familiarization including: end-user guides, reporting documents, web-page content, and general release writings.
• Chaired multi-teamed release status meetings ensuring open lines of communication on topics dealing with current project status, and timeline maintenance.
• Negotiated, leveraged and nurtured partnerships to assist in the smooth operation of all departmental activities.


Energetic self-starter hired as entry-level mailroom clerk, eventually accumulating enough technical prowess to be identified as expert within Hi-Tech field. Innovative thinker, utilizing resourcefulness skills to astutely analyze, plan, and streamline processes, thereby saving time and money.

• Evaluated and rectified problems at different levels of organization through hands-on expertise gained from years of experience.
• Proven ability to handle complex obstacles, and exceed all expectations.


• Certificate of Merit: In recognition of outstanding contribution to Loadbuild Staff Support.
• Pride awards: Multi-year winner for outstanding ClearCase implementation.
• Performance Recognition: Received "EXCEED" performance recognition at Nortel for 10 years running

PRWRA Nicole Miller - President - Mil-Roy Consultants - 1729 Hunter's Run Drive - Orleans Ontario Canada K1C-6W2 - (613) 934-4031

Manager Network Systems

Devin Saunders
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


20-year veteran of the telecommunications sector, with a proven track record for delivering projects to specification and deadline. Acknowledged for capacity to mediate conflict, build consensus despite differing agendas, and manage multi-disciplined work teams efficiently. Recognized expertise in steering complete project lifecycles from concept and design, through documentation, testing, implementation and training phases. Characterized as a participative leader, superior trouble-shooter, and persuasive communicator with a keen customer service focus, and a genuine commitment to continuous improvement.

Professional strengths include:
Ÿ Helpdesk and Data Network Management
Ÿ Team Leadership
Ÿ Training and Support Planning
Ÿ Project Management
Ÿ Advanced Technical Troubleshooting
Ÿ Telecommunication Solutions
Ÿ Avay Contact Center Implementations
Ÿ Telecommunication Protocols
Ÿ Process Reengineering
Ÿ Network Design and Configurations
Ÿ Consensus Building/Conflict Resolution
Ÿ Unified Messaging Integrations
Ÿ Customer Relationship Management
Ÿ Change Management
Ÿ Vendor Relations
Ÿ Installations and Rollouts
Ÿ Customer Service
Ÿ Acquisitions and Integrations

Technology Snapshot

Unified Messaging • Visible Voice • Avaya Multivantage • Lotus Notes • Checkpoint Firewall • Routing & VOIP • Email/Desktop Faxing • Cisco Device Interconnection • Microwave Links • Network Configurations over ATM Link

Benchmarks & Milestones

· Featured subject in October 2003 edition of Telcall Magazine recounting experiences and challenges in creating a contact center from a greenfield situation.
· Formally commended by the Managing Director, Chief Information Officer and Contact Center Manager for driving the seamless migration of a 100-seat contact center complete with 500 administrative staff from Melbourne to Hawthorn. Coordinated purchase build, test and cutover of carrier services without a single customer lost. Results were immediate with 80% of calls answered within 20-seconds on day one.

Employment Summary

Network Systems Manager

Voice Network Engineer

Telephone Technician

Telephone Technician

Project Coordinator

Ÿ Abundance Bakery Café, Proprietor (1993–1995)
Ÿ Tourism Tasmania, Project Consultant (1992–1993)
Ÿ Targa Tasmania, Assistant Manager (1992)
Ÿ Telephone Technician (1990–1991)
Ÿ Motorcycle Rider’s Association, Treasurer (1988–1989)

Ÿ TAB, Telecommunications Technician (1987)
Ÿ Standard Telephones and Cables, Telecommunications Technician (1984–1985)
Ÿ New Zealand Post Office, Apprentice Linesman/Telecommunications Technician

Experience Narrative

Network Systems Manager

The purchase of HBA by AXA in August 2002, prompted unprecedented change for BUPA’s technology desktop and call center infrastructure that had remained stagnant for 8-years.
With an “impossible” deadline of just 12-months to relocate to new premises, select new networks and contact systems, and steer the complete project lifecycle from design through tenders and final cutover, the challenges were significant.
Declining staff morale prompted through fear of cultural change and the need to deal with antiquated and failing systems daily, further complicated the project—as did the tight purchasing budget and pressure to integrate data seamlessly from old to new platforms with zero tolerance for lost records.
The project, delivered successfully to deadline and budget, was immediately distinguished through measurable benefits to both productivity and customer service—with 80% of calls answered within 20 seconds on the first day of the relocation. A post-implementation review revealed fewer problems for the agents and increased visibility of the call center’s performance.
Personal contributions/highlights
· Negotiated “best of breed” technologies at an affordable price during a series of tough vendor negotiations. Evaluated four vendors and entire product ranges in just 4-weeks, opting to purchase Avaya.
· Collaborated in the development of an RFP with a specialist contract center consultant. Defined business needs and detailed project constraints.
· Recruited two helpdesk staff, two engineers, and an administrative professional.
· Fast-tracked employee communications by ensuring transparency through regular progress updates. Set expectations for staff to aim towards a smooth transition.
· As first point of contact for the project, met weekly with vendors, conducted site visits and communicated daily with technicians facilitating the change.
· Identified critical need for a service desk system. Devised solution using voicemail IVR to “front end” the helpdesk and employed helpdesk consultant to establish incident call logging via an SQL database.
· Commissioned study to evaluate the capability of the WAN to carry voice calls from the contact center in Melbourne to a claims team in Adelaide, established to cope with the expected influx of calls following a high-profile company dispute with a major South Australian private hospital network. In just 3-weeks the claim team became operational with a solid grade of service and call reporting that averted potential damage of reputation for BUPA.
· Delivered RFP that recommended a replacement strategy for the branch telecommunications network expected to enhance functionality and reduce costs.

Voice Network Engineer
Successfully implemented AXA Australia’s call center platforms in Brisbane and Melbourne with no outages, or loss of services to the customer base. Spearheaded an innovative “hardware replacement program” across the company’s national network.

Telephone Technician
Hands-on technical and leadership role overseeing the Ericsson telephone network of 5000 units across 6 campus switches. Planned and implemented new works, rectified faults, established strong alliances with vendors, managed workloads and priorities, and supervised contract labor in an unsettled environment during unprecedented organizational change prompted via a University merger.
· Gained a reputation as a problem-solver; diffused potentially volatile situations by directing prompt works and appeasing disgruntled end-users.
· Configured the network over an ATM link using Cisco switches and microwave links. (VOIP)

Telephone Technician
Serviced major clients including ICI, DSTO, and the Western General Hospital. Trained thoroughly in modern communications products, protocols, and applications. Troubleshot, diagnosed, repaired, maintained and installed equipment. Minimized downtime and client inconvenience through responsive customer-oriented communications approach.

Project Coordinator
Installed workstations and commercial interiors. Optimized workflows and fielded all communications from tradespersons and clients. Oversaw cable management and pre-configuration projects.

· Abundance Bakery Café, Proprietor (1993–1995). Launched new business and grew to profitability in conjunction with business partner. Envisioned as a short-term profit venture, forecasts were realised with high-curve business growth and quick sale. Managed full business operations—marketing, advertising, administration, finances, and customer service. Identified target market, re-designed décor, coordinated menus, and effectively managed costs.
· Tourism Tasmania, Project Consultant–Special Events (1992–1993). Coordinated, planned and implemented special events. Represented the division at the Australian Tourism Exchange to promote and market Tasmania to the tourism industry.
· Targa Tasmania, Assistant Manager (1992)
· Telephone Technician (1990–1991)
· Motorcycle Rider’s Association, Treasurer (1988–1989)
· TAB Telephone Betting Complex, Telecommunications Technician (1987)
· Standard Telephones and Cables, Telecommunications Technician (1984–1985)
· New Zealand Post Office, Apprentice Linesman/Telecommunications Technician

Education | Credentials

Cisco Certified Network Administrator
Austel General Premises Cabling License
Northern Metropolitan College of TAFE
Qualified Telecommunications Technician
Trade Certificate, New Zealand
Hundreds of hours devoted to ongoing professional development via conferences, workshops, information sessions, and formal training. Highlights include:

Presenting Effectively, Advanced Negotiation Skills, The Emotionally Intelligent Leader, Project Management Masterclass, Best Practice in Project Management, Seagate Crystal Reports Design, Panasonic Key System Installations, Copper Network Cat 5 Installation Techniques, AT & T products and applications, and more.
Gayle M. Howard - Top Margin -

Manager Systems

Kerry Cordova
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Superior acumen in technical writing and solution development. In-depth expertise in all aspects of business application lifecycles including project management analysis, design, end-user training and strategic systems planning. Highly skilled large-scale project manager able to work with clients to identify their business requirements and translate them into IT. Energized by challenges, steep learning curves and high-pressure deadlines. Solid team player with effective customer relationship building skills. Consistently appointed to lead technical teams responsible for multimillion-dollar projects.


• Productivity Improvement • Strategic Planning • Project / Budget Management
• Client Relations • Technical Support • Microsoft Products
• Team Leadership • Payroll & HR Systems • Quality Assurance


Software Applications: PC: Word, Excel, Visio, Access, MS Project.
Programming Languages: Mainframe: COBOL, Gener/ol, RAMIS, EARL, Sapiens.
PC: SQL Clipper, BASIC.


• Selected as contributing member of "Transformation Team" charged with recommending cost-cuts/reorganization due to increasing industry deregulation and the advent of competition.
• Spearheaded data migration for all customer care and billing data to equivalent system due to new alliance with larger corporation.
• Significantly improved Help Desk response times through implementation of a tiered system to channel support calls, thereby saving hundreds of man-hours and deeply cutting costs.
• Proven impeccable and dedicated customer support, with a foundation of personal initiative and persistence, demonstrated throughout all assigned projects.
• Developed reader-friendly department newsletter to promote a better appreciation for IS/IT group, and ensure crisp succinct communications across all corporate channels.


1978 - Present
Telecommunications Company providing telephone, Internet, data & cellular service to 60,000 customers over geographical area of Ontario, employing 300+ with annual revenue exceeding $50M.)

2000 - Present
Appointed to the management of the largest systems project ever undertaken by NTL. Responsible for cross-functional team investigating client-server Telecom customer care and billing systems to be used by the wire line company, Internet business, data business and the cellular subsidiary.
• Instrumental in locating of potential vendors, developing RFPs, establishing rating criteria, evaluating respondents and making recommendations to executive.
• Headed data migration for all customer care and billing data to equivalent system at Telebec, meeting all deadlines, resulting in being awarded special one-time monetary bonus in recognition of dedication, co-operation and achievement.
• Selected as instrumental member of Payroll and Human Resources systems migration from NTL third-party system to Bell's SAP system. Successfully revitalized project, meeting all targets and deadlines.

Programming Manager
1994 - 2000
Entrusted by senior management to lead team of 14 technical people (programmers, programmer/analysts, DBA). Acted as conduit and liaison through which all requests for programming work were channeled, assigned, monitored, and approved.
• Developed the specifications for Year 2000 programming changes.
• Implemented tiered Help Desk to channel support calls; introduced a software release concept to better plan maintenance work; and set aside a small team for new project development.
• Researched new products, processes, tools, etc. These included databases, IMAP (plats), Sapiens, analysis and design tools, EDI, report writers, help desk software, billing solutions, and intranet/groupware solutions.

Senior Programmer/Analyst
1988 - 1994

1982 - 1988

Computer Operator
1978 - 1982
Targeted as high potential candidate progressing quickly through organizational hierarchy. Selected to provide support for both hardware and software during inception of computers within the company. Proceeded to facilitate training of entire staff through articulate and effective communication of IT advances. Charged with accountability for all mainframe applications and updates.
• Directed successful reconfiguration of Miscellaneous Billing project through implementation of stripped down version.
• Led small team to design, develop and implement time reporting system to be used company-wide.
• Managed designing and programming of PC system for large Dairy Corporation, capturing production statistics, customer orders, produced load sheets for delivery trucks and invoices for customers.
• Designed, developed and implemented cash processing system. Selected hardware, wrote specifications, co-wrote the programs and interfaces (to printers, cash drawers, mainframe systems, etc.).
• Brought in new mainframe development environment as well as implemented customer care and contract management system for unregulated sales side of the business.

Early Career Progression
Challenged through a series of administrative positions, within government agencies and national corporations. Advanced through the gaining of progressively detailed expertise. Highlights include:

Secretary to Director - Government Members' Service Bureau, Legislative Building, Queen's Park, Toronto
Clerk - General Reinsurance Company, North Bay, Ontario


University of Toronto
Bachelor of Arts, In Progress

Jackie College (formerly Gilles College)
Two-Year Electronic Data Processing Diploma
Extensive additional professional courses including: Structured COBOL, Structured Analysis, Project Management, Understanding Data Communications, Hands on Programming in C, Dealing with Difficult People, Organizing and Prioritizing, Statistical Methods for Improving Performance, TQM Leader Course, Basic Sapiens, The Power Start Approach, Data Modeling, Advanced Sapiens, Intro to Client Server Computing, Specifying Modern Business Systems, Leaders for Turbulent Times, Leadership Development Workshop, Managing the Survivors, Microsoft Access, Page Mill, CBP Familiarization, CBP UAT Training, CBP Tables Training, Conversational French, First Aid, CPR, WHMIS.


"Her special attributes in such area as reliability, dependability, and conscientiousness have rubbed off on the rest of the Team- her leadership was instrumental in the success of the project."
- Year-end performance appraisal from Bell Telephone Limited.

PRWRA Nicole Miller - President - Mil-Roy Consultants - 1729 Hunter's Run Drive - Orleans Ontario Canada K1C-6W2 - (613) 934-4031

Network Administrator Best

Max Miller
18 Central Avenue, Fort Worth, TX 75201 / Tel# (817) 555-2201 Email:

Network Administrator


Network administrator with 15 years experience in the planning, design, and implementation of network technologies. Background includes hands-on experience with multi-platform, LAN/WAN environments. Demonstrated record of success in troubleshooting computers, increasing efficiency, and optimizing the access and utilization of shared information. Specialist in extending technology services from corporate headquarters to field operations. Professionally certified in a wide range of networking technologies.


· Windows 2000 Server
· Cisco Switch 6500 (VLAN)
· Arcserve 6x
· Windows NT 4.0 Server
· Compaq Insight Manager
· Compaq Smart Start
· Novell Netware 4.11/5.0
· HP Jetadmin
· NetSwitcher
· VPN and SMS
· Citrix, 3COM, Xircom


1998 - Present
Network Administrator
Coordinated data and voice communications for domestic and international operations of multi-billion dollar corporation. Held financial oversight of local, national, and international division communication budgets in excess of $4.9M.
· Designed new systems application that provided Web-based monitoring of all telecommunications activities.
· Established technical infrastructure requirements, including voice communications, voice over IP, hardware/software applications, PBX, CMS, server applications, Oracle database, SQL database, Centre Vu IP, Meeting Place, and Centre Vu Supervisor.
· Analyzed costs resulting in reduction of $17M in redundant technology-related expenses.
· Identified significant drain on corporate budget, reduced Cell-Pager-ISP expenses by 50% within 90 days.

1992 - 1998
Systems Administrator
Designed and constructed a wide-area network connecting satellite offices to corporate headquarters. Oversaw setup of servers and desktop workstations. Recruited and trained network and desktop support technicians. Prepared budgets and managed expenses. Configured routers, firewalls, domain name services, e-mail, Web, and ftp services.
· Implemented wide-area network to increase availability of field data at corporate headquarters and improve communications with field technicians.
· Researched, negotiated, and instituted standard server configuration for remote sites, achieving 27% cost savings while establishing a corporate-wide server standard.
· Performed impromptu security checks of servers and networks to verify adequate virus protection and compliance with corporate procedures.
· Conducted training sessions for server administrators to collaborate on future plans and coordinate IT development projects.

1989 - 1992
Systems Engineer
Managed local area network, servers, and communications connections to remote locations. Installed network concentrators, bridges, routers, and repeaters. Configured network servers and trained local administrators on standard network server procedures, including virus protection and other security measures.
· Directed electrician to install network cabling to industry standards during renovation project.
· Developed and implemented desktop computing and networking standards to simplify network environment and troubleshooting.
· Connected remote sites to central network system to allow direct transfer of production and sales data.
· Designed and implemented a database to track network equipment, computers, servers, and software.

1987 - 1989
NT Administrator
Configured and maintained Novell Netware server for department of 30 financial professionals. Performed regular backup, maintenance, and archival of user data. Trained users on shared server resources.
· Assigned user accounts and granted permissions to shared resources. Assured senior management of data protection by demonstrating permission settings.
· Conducted security analysis to identify and address weaknesses.
· Monitored available disk space to ensure sufficient space for regular operations.
· Installed, configured, and updated server-based applications, including accounting system and records database.


Bachelor of Science (Mathematics), 1987
Baton Rouge State University, Baton Rouge, Louisiana
Minor: Management Information Systems


Novell Certified Engineer
Microsoft Certified Systems Engineer
Microsoft Certified Professional

Network Engineer

Jean Adams
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Seeking a position where network engineering/administration and software development skills and experience will add value. Accustomed to long hours in pursuit of company goals.


· More than 10 years of hardware/software experience includes programming, configuration, troubleshooting and support. Strong in Oracle, Access, SQL Server and wireless networks.
· Networking: experienced troubleshooting and supporting client/server and wireless technologies, including 802.11x and RFID Passive Tag.
· OS: familiar with Windows 95/98/2000/XP/CE, MS-DOS, Symbian, EPOC OS.
· Programming: Visual Basic, QBASIC, Embedded Visual Basic, VB Script, C, C++, SIBO C, Embedded Visual C, PL/SQL, database scripting, XHTML, HTML, XML, Java; now upgrading skills to include C# and .NET architecture.
· Software: Microsoft Word, Excel, Access, FrontPage and many others.
· Regularly given toughest networking problems to solve for key Fortune 500 client, traveling three hours to provide assistance despite other technicians located 15 min. away (1999-present).


· C++ and Visual C++ Programming, Visual Basic and COM+ for Enterprise Applications, Oracle 8 Comprehensive and Oracle 8i Database Administration: Learning Tree International, Reston, VA and Rockville, MD (2000-2001).
· MCSA and MCSE for Windows 2000:, Lancaster, PA (2002).
Currently completing CCNA and MCDBA certification (both due in late 2002).


IT Consultant: Able Associates, Mount View, PA
Provide network support, software development and related services to key IT clients.
· Designed, set up and currently support wireless network, with 12 Cisco APs on Windows NT server and 40-50 handhelds running Teklogix at major client warehouse.
· Support network in corporate office, with two servers running Windows 2000.
· Handpicked to upgrade and maintain all handheld data collection devices currently in use at client warehouse in Franklin, PA.
· Wrote handheld client applications to track massive inventory of trademark data files in two locations, using Borland C++ and MS Embedded Visual Tools.
· Helped retain $20-million contract with top client after working 16-hour days for four months to clean up Access database and repair reporting problem using Excel and Crystal Reports.
· For valuable contributions, retained during 75% reduction in headcount.
· Rapidly promoted from roles as Software Tester, Technical Rep and Software Developer.

Kevin Donlin - -

Network Engineer Federal Employment

Pat Hernandez
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234
Social Security No:
U.S. Citizen
Veteran’s Preference:
Federal Status:

02.32, Information Technology Specialist (Network Engineer)
CP-2210-12/13, Office of Information Systems, U.S. Capitol Police


· Experience estimating hardware/software requirements, including installation and migration.
· Strong knowledge of LAN/WAN security policies and procedures.
· Expert in developing and implementing Disaster Recovery Operation Plans.
· Team leader: Ably communicate strategies to guide cross-functional teams in goal attainment through straightforward, no-nonsense approach.
· Bilingual: English/Chinese.


· MCSE, Certified Microsoft System Engineer (NT)—Windows 2000
· MCP + Internet, Microsoft Certified Professional
· CNE, Certified Netware Engineer
· CNA, Certified Netware Administrator
· CCSE, Certified Checkpoint Security Engineer
· CCSA, Certified Checkpoint Security Administrator
· CCNA, Certified Cisco Network Associate (Version 1.0)
· CCNP, Certified Cisco Networking Professional
· Certificate, Management Information Systems Program


Windows NT/2000
TCP/IP, IPX/SPX, PPP, Net BIOS, Ethernet, Token Rings, AppleTalk
IIS Servers, MS Servers, Citrix Servers, NetWare Servers, Cisco Routers
IIS 4.0, NetWare, IntranetWare, CheckPoint 2000,


467 Granite Drive, Suite 300
40 hours/week
Oakton, VA 22124
Salary: $71,400/year
Supervisor: Roger Smith, 703-949-2266
Supervisor may be contacted
Senior Engineer/Project Manager for Network Security
Led network and helpdesk team to manage and troubleshoot 500-plus-user enterprise network and information security systems for 24/7 availability. Provided strategic and technical planning in design, expansion, and implementation of enterprise WAN/LAN network infrastructure. Assisted IT director in managing daily operations of all information technology systems. Wrote and developed technical documents. Established and administered IT security policies. Maintained accurate documentation of all corporate hardware and software assets to facilitate customer support and problem resolution.
· Served as technical expert to director and senior management on network and security issues.
· Managed specialized technical projects, monitoring progress, controlling costs, hiring and supervising contractors, and providing status reports.
· Established and administered periodical testing of network backup and recovery procedures to protect corporate data and system assets.
· Developed detailed, comprehensive communication plans, change management plans, risk assessments, and standard operating procedures.
· Designed and led network and security system upgrades, providing technical guidance and problem-solving analysis.

1150 17th Street, NW
40 hours/week
Washington DC
Salary: $55,200/year
Supervisor: Lynn Anderson, 202-366-9391
Supervisor may be contacted
Network Engineer
Supervised and maintained daily network operations, including internet/intranet site administration, backup, disaster recovery, virus-protection, e-mail, and security. Researched, planned, developed, and implemented overall integrated LAN/WAN system design, including software/hardware component specifications, upgrades, configuration, and expansion. Monitored and diagnosed network system-level issues of performance, speed, reliability, and accessibility. Installed, upgraded, and configured routers, switches, and hubs.
· Provided Level III in-house support to technical staff and end-users.
· Planned project management of infrastructure for NT, Netware, and Citrix LAN/WAN networks, including design, analysis, evaluation, installation, and maintenance.
· Ensured high user satisfaction through personal consultation and issue follow-up for comprehensive resolutions.
· Resolved problems related to collision, data traffic congestion, LAN segmentation, and network cable standards.
· Trained less senior technicians and support specialists on system configuration, client access, and troubleshooting skills.

5384 Hampton Boulevard
40 hours/week
Baltimore, MD
Salary: $48,000/year
Supervisor: Phyllis Nelson, 410-748-9223
Supervisor may be contacted
Systems Analyst
Provided overall analysis of software applications and communications software. Maintained, installed, and developed LAN/WAN systems. Diagnosed server issues for Windows NT and NetWare Servers. Installed, upgraded, and tested server hardware/software. Worked closely with internal customers and vendors.
· Provided 24/7 on-site/phone technical support to Microsoft/Novell LAN/WAN networks consisting of 400 plus users, 310+ desktop computers, and over 90 laptop computers hosted in six branch offices located in Maryland, Washington, DC, and Virginia.
· Configured and integrated TCP/IP, IPX/SPX, PPP, AppleTalk, and other LAN network protocols in a LAN/WAN environment.
· Participated in network hardware/software installation tasks and system integration tasks.

Gelman Library
40 hours/week
Washington, DC
Salary: $32,000/year
Supervisor: Jonathan Avery, 202-499-2222
Supervisor may be contacted
Systems Specialist
Configured and documented standard desktop computer workstations. Upgraded and maintained systems. Trained and assisted users with hands-on troubleshooting of workstation equipment and peripherals. Tested programs for completeness, maintaining documentation. Designed and created forms and reports. Authored and delivered user training.
· Developed and administered three in-house library databases.
· Wrote and revised programming codes, macros, and script/batch files.
· Created menu/tool bars for data input/output of online systems.


Masters of Science, Political Science, 1/90

Bachelor of Law, Government, 6/82

Nick Marino -

Network Operations Manager

Devin Saunders
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Detail oriented, strong problem solver, professional, quick learner, results and goal oriented, strong time management skills, work well under pressure, team player, multi-skilled and talented, and strong leadership abilities. Excellent people and communication skills.


• Technical Certifications: MCSE, MCP, Novell Administrator, Hubbell Premise
• PC hardware: CPUs, motherboards, IDE and SCSI devices, memory, VGA cards, printers, scanners, sound cards, universal power supplies, I/O ports, IRQ settings, com ports, jumper settings, fiber optics cabling, network interface cards, hubs, bridges, switches, routers, cabling, print servers, network storage devices, backup devices, RAID controllers, file and print servers, application servers
• Software: DOS, Windows 95, Windows 98, Microsoft Office, Microsoft Internet Explorer,Microsoft Outlook, Microsoft FrontPage, Microsoft Windows NT Workstation, NT Server 3.5/4.0, Novell Netware, Microsoft Exchange, Proxy
• Protocols: TCP/IP, Nwlink, IPX/SPX, Netbeui, Telnet, FTP, SMTP, POP3, SNMP Ethernet, FastEthernet, FDDI
• Topologies: Token Ring, ArcNet, 10Base2, 10BaseT (UTP)


Computer Education Institute, Boston, MA
GPA: 4.0, Additional Training:
Supervisors' Academy, Boston, MA, 1997


Maxwell Security Services, Quincy, MA
1999 - Present
Operations Manager
Interviewed candidates, prepared rosters, scheduled guards, provided customer service, and supervised guards.
• Automated business processing to expand business and increase customer base, resulting in increased profits.
• Built reputation for dependability resulting in increased customer satisfaction.
• Suggested weekly patrol driver meeting that resulted in increased trust, communication, and teamwork.

United States Marine Corps, Camp Lejeune, NC
1992 - 1999
Trained over 200 Marines.
Promoted rapidly through ranks achieving a 95% qualification rate.

PRWRA Linda Wunner - - Career & Resume Design - Duluth, MN 55811 -

Project Manager Global Accounts

Marion McLeod
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Management professional with 8 years experience in information technology. Handle coordination, direction, and management oversight of practice consulting engagements, as well as sales and marketing of consulting services and solutions. Emphasis on providing direction and technical leadership for the planning, management, and implementation of infrastructure solutions for mission-critical environments. Background includes experience with two of the top global computer hardware, software, and services companies, as well as one of the top consulting firms. Areas of expertise include:

• Developing plans/driving statements of work • Creating and mapping solutions
• Building and leading teams • Identifying opportunities and associated risks
• Identifying technical resources • Managing financial resources
• Orchestrating solution implementations • Scheduling tasks and milestones
• Ensuring delivery • Developing and forecasting budgets
• Generating executive reports • Initiating contacts


World Management Concepts, Houston, Texas
2000 - Present
Engagement Manager
Manage project planning and implementation activities. Oversee project teams involved in providing infrastructure solutions in support of mission-critical environments for global and regional accounts throughout four states. Supervise project managers, infrastructure architects, and engineers involved in $40,000 to $800,000 engagements. Interact internally with sales teams, district managers, and practice managers. Communicate externally with chief technical officers, vice presidents of technology, directors of information technology, senior systems administrators, database administrators, database managers, and other mid-level managers. Major accounts included Reliant Energy, Reliant Resources, Conoco, and BP Amoco. Work with sales organization in providing technical expertise during initial contacts, conducting presentations, and assisting in securing new consulting engagements. Manage relationships with vendors and subcontractors.
• Earned placement in President's Club for directing and managing all independent processes of a ten-member team involved in building the SAP infrastructure over a 4.5 month timeframe that was completed on schedule, under budget, and on target with proposal.
• Ranked as the only engagement manager to exceed quota of hours billed during one quarter in 2000 .

Zane Company, Austin, Texas
1998 - 2000
Deployment Manager - System Integration / Account Manager
Implemented and managed approximately 50 deployment projects for an Internet-based business intelligence and knowledge management tool, with an emphasis on top-tier companies within the transportation industry. Major accounts included CSX Transportation, Federal Express, and Southwest Airlines. Projects ranged from 50 to 150 seats per account and targeted human resources, tax, accounting, information technology, and process improvement areas. Conducted internal and external seminars. Recruited originally as an account manager, marketing and selling to chief executive officers, chief financial officers, chief operating officers, chief technology officers, and other senior management personnel.
• Achieved ranking as one of the top four account managers nationally, exceeding goals in 1999.
• Attained a 70% closing ratio.

Ferndale Corporation, Austin, Texas
1997 - 1998
Account Executive
Managed a territory that was targeted to generate $4.5 million in annual revenue in 1998 by marketing and selling advertising for this leading Internet discussion destination. Maintained sole responsibility for the Midwest territory, while co-managing the Western United States. Originally called on vice presidents and directors of marketing within major technology accounts such as IBM. As product awareness grew, called on media planners, directors, buyers, and online specialists representing advertising agencies. Negotiated contracts ranging from $85,000 to $110,000 per month.
• Achieved ranking as the #1 account executive during first six months of tenure and grew territory twofold.
• Developed internal sales processes and methodologies for starting company.

Reed and Associates, Austin, Texas
1996 - 1997
Account Representative
Generated the sale of a world-class solution for analysis, implementation, and operation of complex software and hardware systems. Sales ranged from $10,000 to $400,000. Interacted with information technology department managers, engineering department managers, and design engineers. Major accounts included IBM, Intel and Microsoft and U.S. Navy, FBI, and Texas Department of Human Services.
• Recruited as the first inside sales representative, developing processes and methodologies for this area.
• Increased sales pipeline by 35%.
• Initiated and created onsite demonstrations and presentations.

Bradford Business Associates, Austin, Texas
1995 - 1996
Senior Systems Analyst / Systems Administrator
Assigned to the IBM account on a six-month contractual basis, supporting 30 end-users of OS/2, over 100 end-users of AIX, and 75 end-users of client/server systems. Provided application support to various IBM manufacturing business units. Upgraded and modified software, and modified existing software code to improve efficiency.

SFB, Austin, Texas
1994 - 1995
Program Analyst
Wrote Cobol code and enhanced software products and customer systems for the insurance and banking industries. Performed structured analysis. Prepared business requirements for potential modifications.


• Software: SAP 3.x and 4.6, SunCluster 2.x and 3.0, Sun StorEdge Instant Image, Sun StorEdge Network Data Replicator, PowerPath 2.x, TimeFinder 4.x, EMC Control Center, Volume Logix, Apache Web Server, Veritas Cluster Server, Veritas File System, Veritas Volume Manager, Veritas Netbackup Datacenter, Veritas Foundation Suite, SAM-FS, QFS, Hitachi NanoCopy, Hitachi RemoteCopy, BEA Weblogic, Vignette, Blue Martini, BMC Patrol, Micromuse NetCool, LotusNotes, SalesLogix, Oracle Financials, IBM LAN Server and Requester, Communications Manager, Endevor, File-Aid and Xpeditor (On-Line and Batch), TI's, Information Engineering Facility (IEF), iPlanet Suite (portal, directory, application, Web, calendar, messaging, and commerce servers)
• Operating Systems: Unix (Solaris, HP-UX, and AIX), Windows NT, 95, and 3.1, OS/2, and OS/390
• Hardware: Sun, IBM, Dell, HP, EMC, and Hitachi
• Switches: Qlogic, Brocade, and Vicom
• Languages: HTML, Java, C, Visual Basic, Cobol, JCL, Rexx, SQL, and SAS
• Databases: Oracle, DB2, and IMS
• Additional: SunOne (open net environment), service driven architectures, storage area networks (SANs), network attached storage, E2E services architecture, HPc SANs, Internet and eCommerce theory (i.e., B2B, B2C, B2E, and B2P), networks (i.e., TCP/IP, Middleware, and Interconnects), Schlaer Mellor OO Analysis, embedded systems, CICS, and MVS


The University of North Texas, Denton, Texas
B.A., Business Computer Information Systems

PRWRA Sandy Hild - The Résumé Doctor - - -

Senior Manager Telecommunications

Frances O'Malley
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234

Executive-Level Management Professional

Goal-oriented, multi-tasking professional with 15+ years experience in telecommunications and information technology management. Possess wealth of knowledge and wide range of skill sets, as well as strengths in organization, written and oral communication, technology, project management, critical thinking, troubleshooting, problem analysis and resolution, customer service, and personnel management/training skills. Work well under pressure and consistently meet or exceed deadlines. Enjoy intellectual challenges and take pride in following projects through from planning to completion. Interact well with people of diverse backgrounds, cultures, professional and technical levels.


Operations Support Systems: TMN, NMA, TIRKS, MARCH, TAS, SCCS, LMOS, WFA, UNIX
Telecom Switch Technologies: AT&T, NORTEL, SIEMENS (EWSD), 5ESS
Training Networks: Ethernet, Token Ring, Novell
Network Environments: SONET, T-Carrier, ISDN, ATM, FR, LAN/WAN, NOC/SCC
Protocols: TCP/IP, SNA, HDLC, SDLC, IPX/SPX, X.25
Internetworking Hardware: Datakit Packet Switch, Routers, Bridges
Carrier/Radio Systems: D4 Carrier, Telstar Radio, SLC96/40, Fujitsu, Litespan 2000
Multiplex Systems: Rockwell, Nortel
Internet: HTML, Web Design
Software: Microsoft Word/Excel/Project/FrontPage, Project Workbench, MS Windows


· Administrate and monitor a 3-year, $19 million budget in a manner the meets and exceeds milestone dates and budgetary guidelines.
· Accepted offer of employment with Bell Atlantic to lead start-up team of 14; grew team to 43 members responsible for replacing 284 switches in 2-year timeframe.
· Successfully impacted monthly revenues by $585 million, increased processing efficiency of 3.5 billion records per month, and minimized loss of billable revenue, thereby increasing bottom-line profitability.
· Streamlined processes and procedures in engineering and facilities design for Ameritech, including vendor and contractor management, inventory/logistics, construction, procurement, and monitoring/administrating all site, installation, power and network operations teams.
· Co-developed and introduced Siemens EWSD into U.S. telecommunications network; designed interfaces necessary to communicate with network OSS.
· Engineered AT & T’s first Datakit, the first packet network for use in the RBOC network support centers.
· Managed Y2K integration for switching networks in the 5-state region served by Ameritech.
· Authored, distributed, and implemented standardized processes, testing requirements, technical manuals, and MOPs for future control center operations.


Senior Manager-Telecom Group Systems, United States Communications
Program Manager GTE/Bell Atlantic IT Merger
· Provide transitional support and direction to both GTE and Bell Atlantic team members through merger of companies’ Information Technology departments.
· Streamlined the placement of resources necessary for melding of two independent staffs into a single cohesive unit.
· Spearheaded and implemented enhanced communications processes, resulting in increased knowledge sharing and strong interdepartmental relations.
· Developed and implemented strategic plans for the consolidation of project timelines and meeting of commitments.
· Ensure project remains on track for compliance with FCC and organizational goals.
Event Pre-Processor/Strategic Billing
· Direct the activities of up to 43 personnel on the development team, including 2 managers, 8 developers, and 4 analysts, as well as their support staff.
· Oversaw the replacement of multiple usage processing systems with a single unit using Amdocs software.
· Developed and fostered interdepartmental relationships, streamlining the exchange of information between clients and development personnel.

Senior Staff Member, Telecommunications Solutions, Boca Raton, FL
Telecommunications Maintenance Network Solutions
· Analyzed, defined, developed, and marketed solutions in support of services for RBOC/IXC/CLEC clients.
· Spearheaded the development of Object Oriented Design (OOD) Models for telecommunications service platforms.
First Office Application
· Served as on-site consultant for customer assisted implementation and testing of new hardware and software.
· Spearheaded and engineered development of Datakit Switch Packet.

Communications Specialist, Manager-Y2K Implementation, System Administrator
Ameritech/Illinois Bell
· Directed and monitored implementation of Y2K conversions affecting 122 vendors and 45 million subscribers.
· Authored standard practices, testing requirements, troubleshooting guides and Method of Procedures for control center operations, maintained responsibility for systems administration.
· Engineered, managed and implemented configuration and installation of complex network backbones.
· Analyzed, troubleshot and repaired hardware/software issues in switch and transport technologies.
· Designed and implemented Disaster Recovery Plans and Database Management system for use by emergency personnel in the NOC Center.
· Led team responsible for creation and integration of inter-switch testing through mechanized platforms for wide area network testing.
· Maintained responsibility for Operations and Support Systems (OSS) Management throughout Switching Control Center and central offices of Northeast region.
· Oversaw design and installation processes for implementation and rollout of LAN/WAN applications for networking NOC/SCC workstations and mail systems.


Pursuing Degree in Computer Information Systems, St. Leo University
Bachelor of Science in Computer Science, Trinity College


Management and Organizational Behavior
Corporate Human Resources

Lea J. Clark - -

Senior Network Administrator

Sam Sterling
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Senior network administrator with 14 years experience primarily as a LAN administrator, utilizing knowledge of WAN's and VPN for various industries. Earned an MCSE and CNA. Proven record of project management success evaluating, installing, and supporting all areas of the network and insuring appropriate resolution of problems during network outages and/or periods of reduced performance.


• Installing and Upgrading Servers • Configuring Array Controls
• Software Installations • Hardware Breaks/Fix
• Desktop Support • Redeployment
• Performing Daily Backups and Restores • Disposal of Equipment
• Remote Server Management • Setting Up Hubs and Workstations
• Streamlining Processes • New End-User Accounts


PC compatibles, Cisco routers (3600 series), Cisco switches (2900 series), Dun modems, scanners, Compaq servers (1850, 3000, 6000), DLT tape drives (75, 35/70), Compaq tape libraries, HP printers (4si, 5si, 4050, 8100), Lexmark printers, Jazz drives, HP plotters, Compaq 7700, Compaq DeskPro, Dell Optiplex Gx1, HP Vectra (VL, Vli8, VL 600), IBM ThinkPad, Toshiba Tecra (8000, 8100), Armada 300, 3Com hubs, DSU/CSU, Pix Firewall, Fast Ethernet Switches, Shiva

MS Office Suite 9x, MS Internet Explorer (3x, 4x, 5x), MS Project, MS Exchange, Netscape 4x, LotusNotes, WordPerfect 5.0, Oracle DFW, SAP, PeopleSoft, Attachmate for Windows, Crystal Ball, Hummingbird Exceed, Filenet, PRIDE, Transcend ConnectorWare, Visio Professional, Visio Professional Shapes and Add-ons, Visio Standard, Visio Technical, Well Plan, Remedy, NDS Manager, NW Adman 32, RconJ, Compaq Remote, Compaq SmartStart, Compaq Insight Manager, Insight Lightsout Addition, Ghost 6x, Arcserve 6.6, Citrix, SQL, Ping, Telenet, DHCP, DNS, IPXPing, Tracert, NetWare 5


MS Dos 6.2, MS Windows (3x, 9x, 2000, NT), Novell (4x, 5x), OS2, Unix


FJK Corporation, Houston, Texas
Senior Network Administrator, 2000 - Present
Support and administer LAN and WAN systems for the business banking group, involving 14 sites, 500 end-users, 8 servers, 8 routers, 21 switches, 300 printers, 700 workstations with Windows 95, 2000, and NT operating systems, Dell and HP platforms, and Toshiba and Compaq laptops. Interact with the vice president of banking, business banking officers, commercial loan officers, administrative assistants, and loan processing support personnel. Interface with vendors from Dell, HP, and Compaq.
· Provided input and recommendations regarding purchase of $2 million in inventory.
· Worked with an engineer to evaluate and repair the server at an office branch with more than 200 end-users unable to access network due to water damage.
- Installed, repaired, and restored data.
· Worked all weekend to have system up and running first thing on Monday morning.

Ferndale Corporation, Houston, Texas
Senior Network Administrator, 1999 - 2000
Provided desktop and LAN support in NT and Novell environments for application and e-mail.
· Participated on the server team responsible for 3500 users and implementation of daily upgrades.

Goldman and Frank, Houston, Texas
Senior Network Administrator, 1998 - 1999
Assigned to two major projects:
· Served on a three-member installation team for a network for the XYZ Hotels.
- Installed Internet access in guestrooms and provisioned ports on Cisco switch.
- Interacted with facility engineers, hotel managers, and supervisor from Lucent Technologies.
· Participated on a five-member team working on a government contract at the Social Security Administration
- Provided network administration, installed new printers, configured workstations for printers, performed server configurations, and assigned status IP addresses for all nodes on the network.
- Completed project in 30 days, 60 days ahead of schedule.

Houston Metropolitan Transit Authority, Houston, Texas
Computer Technician, 1996 - 1999
Novell and NT environments for 2500 users

New York City Transit Authority, New York, New York
Computer Technician, 1988 - 1996
2500 users


Computer Learning Center
Network Engineering & Management

Microsoft Certified System Engineer (MCSE)
Certified Novell Administrator (CNA)

New York University
Associate, Business Administration


Member - Network Professional Association

PRWRA Sandy Hild - The Résumé Doctor - - -

Senior Network Engineer

Renee McEvoy
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Accomplished Senior Network Engineer with 12 years of LAN, WAN and telecommunications experience. Improved uptime from 90% to 99% in current network administration role (1998-present).


· Extensive networking experience configuring, installing and maintaining LANs, WANs, routers, ether switches, UNIX (Solaris/SCO/Linux) and Windows (NT/2000) servers and clients; CCNA status.
· Expert in designing, implementing and maintaining VoIP networks (gateways, gatekeepers, routers and billing system), as well as VPNs and CSU/DSUs.
· Protocols: LAN (TCP/IP, ICMP, UDP, SNMP, etc.), multiple routing (RIP I, RIP II, OSPF, etc.), WAN (PPP, Frame Relay, etc.) and various network analysis tools.
· Hardware: Build and support Sparc and Intel servers; experienced in CISCO routers and Ethernet switches; experienced with Checkpoint Firewall and HP OpenView Network Node manager.
· Applications: Microsoft Project Excel/Word/PowerPoint; and Visio.


Senior Network Engineer: NetSystems, Jacksonville, FL
Plan and manage all networking projects, budget, configuration, installations and support.
· Manage LAN/WAN environment, with Cisco switches and routers, UNIX and Windows NT servers, Checkpoint firewall and remote access (VPN and dial-up), as well as multiple labs doing VoIP software and hardware development. Network supports up to 150 end-users.
· Improved network uptime from 90% to 99% with preventative maintenance, upgrades and training.
· Designed and set up ECI IP network security using Checkpoint Firewall (internet access security and VPN), Network Associates Virus protection and Surf Control (for proper use of bandwidth).
· Met or exceeded all performance goals to date. For skills and work ethic, retained following 75% reduction in department staff (2003) and layoffs following corporate acquisition (1998).
· Administered Solaris/Windows NT on E450s, Ultra 10s, SPARC 5/10 workstations, NT 2000 and 4.0 servers, and Windows client PCs. Managed backups (Veritas), NIS+, DHCP, FTP server and DNS.
· Enabled $50,000 in new revenue by installing VoIP solution for X/IP (Interoute UK) -- first multinational VoIP installation for ECI and X/IP. Done on time and under budget, delighting client.
· Supervised team of 15 engineers during on-time, on-budget integration of third-party products (Cisco 5300 GWs, VocalTec Gatekeepers, etc.) with billing system.
· Configured and maintained Cisco routers and switches. Configured and supported HP OpenView Network Node Manager. Configured and supported local data access (Frame Relay and PPP).
· Designed and set up network. Evaluated, purchased, configured and installed equipment; wired building.

Manager, Network Development: NetTech, Inc., Jacksonville, FL
Developed, set up and supported system design for nationwide (100+ POP) IP-based network to run over public frame relay. Supported up to 4,000 users on four sites. Recruited to position.
· Handled TCP/IP routing using OSPF, DLCI numbering and proactive management scheme.
· Saved more than $200,000 by evaluating, selecting and installing central site and border routers used in network implementation. Products evaluated included Cisco, Nortel, Ascom Timeplex and 3Com.
· Evaluated and selected Frame Relay vendors (AT&T, LDDS, Sprint, MCI and others). Also evaluated, selected and installed T1 DSU/CSUs (Tylink, Adtran, Motorola, and Visual) and manageable HUBs.
· Built small private frame relay network (12 PVCs) using Ascom Timeplex ST1000 switch.
· Configured and installed HP OpenView w/Web Server support for Network Operations Center.

Senior Network Systems Engineer: CBNets, Inc., Jacksonville, FL
Managed network operations. Installed and maintained all related equipment. Recruited to position.
· Designed, set up and managed nationwide multi-protocol WAN, including installation, configuration and administration of Cisco routers; Synoptic hubs and Catalyst/SMC ether switches.
· Ensured 99.95% network availability, despite rapid growth. Managed and maintained connectivity between all 15 sites, for seamless transmission of data between servers and workstations nationwide.
· Planned and oversaw installation of structured wiring scheme with fiber optic and Cat 5 cable systems.
· Supported Jacksonville WAN of 250+ PCs, 100+ X-terminals and 50 shared (UNIX/Novell) printers.
· Installed and administered 43 UNIX file/application servers while ensuring all server/application availability goals were exceeded. Designed and built first corporate network from scratch.

Network Analyst: Tech Center Jacksonville, FL
Managed and maintained mission-critical medical records imaging system. Client/server system included PC workstations, HP9000 857 (running HP-UX and Informix Turbo), three 93 Gigabyte Optical Jukeboxes, and 42 Gigabytes of mirrored magnetic disk space.
· Dramatically reduced system down time, from 6 hours per week to less than 10 minutes per week.
· Configured and installed IBM RS/6000 model 570 for Managed Care (hospital billing support system) using Oracle as database system.
· Administered enterprise network. Supported fiber optic backbone, Novell-based LANs (12 file servers, 800+ PCs, 450+ terminals and 64 shared printers), mini-computers (H-P, IBM and DEC), and metropolitan WAN (three remote sites).
· Successfully maintained connectivity between host systems, including native operating system protocols, TCP/IP, IPX/SPX, NETBIOS, and peripheral sharing devices using NFS.

Prior technical experience in United States Army Signal Corps; achieved Top Secret Clearance. Completed projects involving communication systems design, installation and maintenance. Served as System Administrator. Managed up to 150 personnel and multi-million dollar communications projects.


Bachelor of Science: Electrical Engineering, University of Montana, Billings, MT.


· System Administration classes: Sun Microsystems, Hewlett Packard and Novell.
· HP OpenView Node Manager Administration classes.
· Cisco Router Configuration classes: (Basic and Advanced).
· Certification: Cisco Certified Network Associate (CCNA).

Kevin Donlin - -

Senior Systems Engineer

Frances O 'Malley
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


INFORMATION TECHNOLOGY professional with broad experience in and comprehensive knowledge of computers. Adept in establishing solid business relationships to ensure continuity in operations and optimal learning and support.


• Operating Systems: Win 2000/98/95 and NT 4/2000, UNIX, Digital UNIX, Solaris, HPUX
• Hardware: Fibre Channel, Switches, Hubs, Installations, Tape Library, Raid
• Software: Microsoft Office 2000/1997, Act 2000, Exchange Server 2000, Peachtree


• Systems Administration • Resource Management
• Software Development & Engineering • Rapid Application Development
• Domain Administration • LAN and WAN Administration
• Storage Area Networks (SAN) • Troubleshooting/Problem Solving
• Client Technical Support & Training • Network Attached Storage (NAS)
• Fiber Optics Installation • Cross-Functional Technology Team


• Successfully designed, planned, and implemented the W2K Domain currently in use at Open Systems Solutions. Solely established a company-wide Anti-Virus solution and converted all W98 clients to W2K clients. Installed Dual Raid subsystems & backup server.

• Led the technical effort in the designing and planning of a CRM software package. Implementation resulted in increased management and sales productivity by improving the tracking process for sales leads, timesaving on client issues and preparation of sales statistics/quotes.

• Effectively planned and implemented a software solution which allowed for tracking of technical support requests and documentation via a Web-Based searchable knowledge base.

• Instrumental contributor in the planning and development of a software application that enables Administrators to effectively manage all aspects of a SAN environment.


Computer Systems Solutions
1999 - Present

Computer Systems Solutions
2000 - Present
Systems Engineer
Promoted to Senior Systems Engineer for the Eastern Region in February 2001. Handled all installations of Raid, Tape Library, Fibre Router, and Fibre Switch as well as related software packages as Systems Engineer. Delivered oral and written presentations to sales and technical staff to support the sales effort and installation process for current/potential clients.

Computer Systems Solutions
1999 - 2000
Systems Administrator
Accountable for company-wide W2K Domain, W2K Servers, W98 clients, Unix Servers, LINUX Workstations, and Network Printers. Directed and managed W2K Domain Administration, Backups, User Accounts, and Client Technical Support/Training.

Best Buy Company
1998 - 1999
PC Technician
Provided extensive customer support with both face-to-face and telephone consultation. Successfully setup, diagnosed and repaired personal computers. Assisted customers with both in store and on-site computer setup and software training.


Anytown High School, Anytown, USA
H.S. Diploma

• LSI Logic Storage Systems E Series Raid Systems (September 2001)
• LSI Logic Storage Systems Continuestor Director (September 2001)

• Brocade (9/01)
• Qualstar (8/01)
• LSI Logic (10/00)
• Tivoli SANergy (3/01)
• ACT (8/00)
• Syncsort Backup Express (8/01)
• Sun/Solaris 8 (3/01 & 7/01)

PRWRA Darlene Dassy - Darlene's Dynamic Resumes -

Senior Telecommunications Manager

Jean Adams
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234

Senior Telecommunications Manager

· Senior-level telecommunications professional with 20 years of experience managing network and key account teams in the delivery of world-class service, streamlined operations, and sustainable bottom-line results.
· Recognized by senior executives, customers, vendors, and staff as a highly effective troubleshooter and problem-solver. Proven record of successfully resolving large-scale, complex issues, reducing expenses, improving operations/performance, and turning around customer satisfaction ratings.
· Strong leadership and effective communications skills with the ability to, create highly motivated, productive, customer-focused teams. Highly knowledgeable in telecommunications operations including voice and data communication network technologies.
· Core competencies include:
· Strategic & Tactical Business Planning
· Cross-Functional Team Leadership
· Internal Controls
· Key Account Management
· Process Analysis & Improvements
· Organizational Development
· Project Management
· Auditing, Financial Analysis, & P&L Improvements

Professional Experience

EFUNDS CORPORATION – New Berlin, Wisconsin
1996 to Present
A provider of electronic transaction processing to financial institutions, retailers, and electronic funds networks. Performs processing for 17,000 ATMs, 53,000 POS terminals; also performs check authorizations (SCAN Network), account verifications (ChexSystem), and fraudulent activity detection via its DebitBureau database.
Analyst, Service Management (2000 to Present)
Lead a multi-departmental team effort to investigate, identify, and resolve vendor and customer billing errors. Accountable for auditing internal procedures and creating new methods to eliminate waste and improve overall operations. Provide periodic reviews to senior management. Position functionally reports to Vice President of Information Technology. Accomplishments include:
· Initiated 24-month Telecommunications Linkage Project to combine multiple input sources (vendors, customers, and internal), re-write internal software code, install 50+ automatic controls, and perform management reporting. Developed methodology to prevent work errors causing vendor service issues. Managed a cross-functional team of project managers, quality assurance professionals, and application developers. To date, project has identified and saved $4.3 million in unused services.
· Initiated and developed processes to track, document, and implement software version management for vendor-provided hardware and ensure the most current versions in place. Reduced firmware variations from 16 to two and decreased annual vendor charges by $25,000.
· Managed internal staff and external customers for contract compliance. Performed audits; identified and corrected more than $800,000 in billing errors.

Manager, Network Operations (1996 to 2000)
Recruited to manage external vendor, resolve existing issues, and ensure a reliable data network consisting of a 10,000-node wide area network utilizing Legacy, Frame Relay, and IP technologies. Position reported to Vice President – Network and managed a staff of 25.
· Relieved contracted vendors of day-to-day operations responsibilities within 45 days and hired temporary replacements. Coordinated input from associated groups and implemented staffing plan to replace temporary workers with permanent staff. Recruited, interviewed, and hired 25 network personnel in first 90 days. Saved $300,000, decreased trouble report rate by 46% in the first 12 months.
· Developed and implemented comprehensive network operations methods and procedures. Initiated development of network performance management, workflow documentation, and issue-management enhancements. Created and directed training/development program for Network Operations staff.
· Created reporting processes to identify, track, and resolve trouble reports. Decreased overall trouble report rate by 90% in 12-month period. Reduced repeat problem report rate to less than one percent.

U.S. WEST COMMUNICATIONS – Seattle, Washington
1984 to 1995
Acquired by Qwest Communications International Inc. in 2000.
Strategic Customer Service Manager – Boeing (1990 to 1995)
Selected by Vice President/General Manager to improve telecommunications service delivery to Boeing the largest commercial account representing $33 million in annual revenues.
· Reviewed existing operations and identified issues. Created internal and external organizational structures with clearly defined roles and responsibilities. Directed staff in better reporting, tracking, and service delivery. Improved telecommunication service 30% in 1993 and 40% in 1994. Boeing noted U.S. West had become one of its “best vendors.”
· Facilitated communication and team environment between technical staffs; jointly identified need for expanded services and increased annual sales 25% while reducing operating costs 20%.
· Formulated companywide strategic plans addressing Boeing’s future service needs. Developed and directed project plans for the implementation of an extensive telecommunications network and services.

Regional Project Manager – Information Systems Division (1988 to 1990)
Selected to centralize and standardize three internal telecommunication operations departments with minimal service disruption. Provided senior-level leadership to 350 managers, technicians, and support personnel.
· Developed and implemented plans to consolidate internal data communication networks. Led project teams in defining goals and tracking progress. Coordinated efforts to identify and resolve customer-service issues.
· Restructured organization and facilities; saved more than $1.35 million in salaries, benefits, and facilities expenses.

Network Operations Supervisor – CCTAC (1984 to 1988)


Bachelor of Science – University of the State of New York, Albany, New York

Michele J. Haffner - -

Solution Architect IT

Pat Hernandez
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Recognized for Productivity in Deadline-Dependent Environments

Exceptionally well-qualified senior IT professional with sophisticated technical skills and a passion for resolving complex problems or business challenges through innovation. Adept at maintaining focus on achieving bottom-line results while formulating and implementing advanced technology and business solutions to meet a diversity of needs. Highly effective interpersonal and communication style.


• Productivity Improvement • Team Leadership / Building • Rapid Conflict Resolution
• Customer Relations Attitude • Technology Needs Analysis • Project Development
• Technical Support • Quality Control • Data Warehouse Administration

Recipient of IBM Canada Excellence Award and IBM Special Contribution Award


2001 - Present
Solution Architect and Project Manager
A local private IT Consulting and Technology Reseller employing 25 professionals)

• Selected as lead consultant to oversee architecture of a variety of IT solution projects based on solid expertise in lifecycle management from conception to completion. Technology deployed: Oracle, DB2 UDB, Essbase, SAS, Oracle Express, Oracle Discoverer, IBM Content Manager, IBM Websphere Application Server, SAP, Lawson Financials, Unix, Windows, SAN, LTO tape library
• Given leadership for $5 million IT infrastructure replacement project & team of 15 technical staff from various companies, ensuring meeting of both budget and client's complex deployment plan.
• Architected $1 million IT infrastructure optimization solution reducing hardware maintenance and support costs by 50 %, melding leading edge technology for servers, SAN storage and tape library.
• Instrumental in providing architecture expertise to clients on appropriate IT solutions that would address their key business needs including document management solutions, business intelligence solutions and IBM e-business Framework based web applications.

1999 - 2001
Data Warehouse Consultant (Contract)
Large Global Retail Chain with revenues in excess of $1 billion.)

• Appointed to lead and mentor junior team by providing consultation on end-to-end design, acquisition, development and implementation of the corporate data warehouse. Utilized flexibility and experience in all aspects of a data warehouse development projects to multitask assigned roles thereby enabling company to maximize output and minimize corporate expenditures. Technology deployed: DB2 UDB, Cognos PowerPlay, SAS, Informatica, Retek, MVS, Unix
• Created IT architecture and application design specifications for data warehouse centralizing corporate sales data, allowing accurate daily sales forecast to high level management.

1998 - 1999
Data Warehouse Consultant (Contract)
International Insurance and Financial Services Company posting revenues of $4 billion annually.)

• Retained to provide consulting on Manulife's Corporate Data Warehouse Practice. Formalized data warehouse practice by implementing methodology, developing engagement framework for Manulife's data warehouse practitioners and developing centralized reference repository. Technology deployed: Oracle, Cognos PowerPlay, Business Objects, Prism Data Warehouse Methodology, and UNIX.
• Reduced support effort by 20%, through implementation of recommended data warehouse technical infrastructure assessment on data access tools and systems management processes.
• Led consultation with stakeholders (Group Health, Reinsurance, Investments) on centralizing atomic data and production environment deployment standards, thereby saving time and effort through elimination of duplicity.

IBM CANADA, Montreal, PQ
1989 - 1998
Information & Technology giant competing within global markets, reporting annual revenues of $1.5B.

Sales Representative
1997 - 1998

Senior Data Warehouse Consultant
1994 - 1997

Technical Consultant
1989 - 1993
Nine-year career involving promotion through increasingly responsible positions with direct end-user contact. Advanced rapidly based on strong performance in aiding to plan, promote, architect, staff, budget and lead multi-million dollar IBM Solutions. Technology deployed: DB2, Oracle, Cognos, Micro Strategies, Business Objects, SAS, Prism ETL, Carleton ETL, MVS, Unix
• Exceeded sales revenues by 25% through innovative management, of teams comprising of technical consultants & marketing support personnel, through lifecycle of IBM solutions: Data Warehousing, Fraud Detection, Internet and System Management.
• Instrumental in generation of over $25M through leadership of solution architecture involving liaison between numerous software vendors & project teams of 20 professionals.
• Spearheaded design, selling and implementation of IBM Canada's largest data warehouse - 7TB, resulting in total revenue exceeding $10M.
• Acted as Database Administrator (projects using Oracle and DB2 databases) & programmer / analyst for mainframe & client server based applications, while managing project teams of + 30.
• Consulted on over 10 significant IBM Canada Data Warehousing proposals and architectures over 3-year period, validating application architecture in accordance with IBM's Systems Assurance Review process.


Software Applications
Databases: Oracle, DB2 UDB, MS Access Business Intelligence Tools: Essbase, SAS, Oracle Express, Oracle Discoverer, Cognos PowerPlay, Business Objects, MicroStrategy, Extract/Transform/Load: Prism, Carelton, Informatica, Sagent Software Packages: IBM Content Manager, IBM Websphere Application Server, Oracle 9iAS ERP software: Lawson Financials, SAP, Peoplesoft Data Modeling Tools:ERWin Methodologies: IBM Application Development methodology, Prism Data Warehouse Methodology, Productivity Plus Application development methodology

Operating Systems
UNIX, MS Windows 2000, NT, OS/390

Programming Languages
PL/I, C, Cobol
Development tools: Oracle Forms

IBM pSeries, Intel platforms, Mainframe


Bachelor of Science Toronto University Toronto, On 1988
IBM DB2 Content Manager Solution Expert certified 2002
IBM Business Intelligence and RS/6000 certified, 2000
IBM e-business Solution Designer certified, 2000
Extensive additional professional courses including: Canadian Securities Institute Course (2001),
Data Warehouse Project Methodology, Application and Data Architecture, Multi-Dimensional Data Modeling, e-business Architecture, Application Development, Sales and Account Marketing, Data Warehousing, UNIX Technology

PRWRA Nicole Miller - President - Mil-Roy Consultants - 1729 Hunter's Run Drive - Orleans Ontario Canada K1C-6W2 - (613) 934-4031

Systems Administrator International

Drew Sterling
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Master of Business Administration/Technology Management
Microsoft Certified Systems Engineer (Windows 2000)
Microsoft Certified Systems Administrator
Microsoft Certified Professional
CompTIA Network+
CompTIA A+
Technical Strengths:
Hardware/Software Programming, Operating Systems, LAN, WAN, Internet & Intranet Security, Routers, Firewalls, Data Warehousing, Disaster Recovery, Visual Basics, Virus Prevention (Worms & Trojan Horse)
Personal Strengths:
IT Support, Systems Administration/Management, Troubleshooting, Thin Client Architecture, Virtual Private Networks (VPN), Client Relationship Building
Operating Systems:
MS-DOS, Fuji MCS-16F, Windows 95X, Windows-NT Server 4.0
Lotus Notes 4.X, R5, Fortran, Basic, Teamstudio CIAO, Visual Basics, Landesk Management, Filemaker Pro, PC Anywhere-32, Lotus Screen Cam
Analysis Packages:
Spice, Mininec, Control-C


1999 – PRESENT
System Administrator
Reported directly to IT Manager for large international company providing environmental consulting services across 120 locations world-wide. Managed Lotus Notes network; monitored server performance, memory and disk space; managed and created databases; analyzed, programmed computer applications and systems for users; attended to application issues and server problems; updated user accounts; performed analysis of existing hardware and software; and evaluation of potential network enhancements.
· Increased productivity and efficiency through the design, development and roll out of the Inventory Database for hardware/ software and user licenses.
· Led implementation of Lotus support throughout the mid-state locations and provided on-going management of the Lotus Notes network; all locations connected via a WAN supported by 14 Lotus Notes servers.
· Improved client relations and service based on outstanding communication, technical efficiency and problem-solving skills.
· Received two “Outstanding Performance Awards” in recognition of outstanding user service within the first seven months of employment.
· Provided on-site support to all clients and managers within the state. Resolved problems relating to the operation of the network by developing solutions to ensure the smooth operation of the system.
· Analyzed and monitored existing network for efficiency and effectiveness, including server performance, activity, memory and disk space.
· Coordinated server security, backup, and restoration measures for unplanned outages or other network security issues.

ZURICH — New York, NY
1996 – 1999
System Administrator
· Independently managed and administered Zurich’s internal system infrastructure, including maintaining the Public Address Book (PAB) and administering servers on a daily basis; consisted of 22 locations across the US, all connected via a WAN supported by 18 Lotus Note servers.
· Key player in the rollout of 14 Lotus Notes applications, a $1 million project aimed at simulating a paperless environment and continuing improvement of standards; provided technical support to team members and users during the deployment of applications.
· Instrumental in building and maintaining a test environment to support the deployment of all internal applications; server ran NT 4.0 with Lotus Notes Server 4.61 and TeamStudio Life Cycle software to support the development effort. Public Address Book (PAB) and Access Control Lists (ACL) were built to the developers' specification to simulate real life situations.

1983 – 1996
Manufacturing Engineer
· Identified new and innovative approaches to enhance business development through the implementation of machine programming using MCS/2 system software.
· Developed and conducted various training and instruction courses for new personnel on the operation of the Helmerk Automated S.M.T. Line.
· Acted as direct liaison between WES project and Technology Services teams to interpret designs relating to development and operation of the manufacturing software program.


Master of Business Administration/Technology Management (1996)
Bachelor of Science, Electrical Engineering (1983)


Organizational Behavior • Legal Environment of Business • Information Management In Business • Advanced Marketing Management • Statistics for Managerial Decision-Making • Operations Management • Applied Microeconomics • Financial Accounting • Managerial Finance • E-Business Principles and Practice • New Venture Management • Project Management • Management of R&D and Innovation Processes • Technology Transfer In The Global Economy

Jennifer Rushton - -

Systems Analyst

Sam Sterling
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Experienced Information Technology management professional with 12-year background in Systems Analysis, Team Leadership, Program Testing, and Problem Resolution, as well as Personnel Administration and Professional Development. Possess exemplary skills in written and verbal communications, time management, organization, and departmental operations. Reputation for ability to interact easily with co-workers and subordinates of diverse backgrounds, cultures, and professional and technical levels. Able to build and foster proficient workplace environment, through application of proactive management techniques in world-class organizations. Highly qualified to manage projects involving aviation command, control, and logistics, as well as advanced aerospace technology.


• Microsoft Office Suite: Word Excel, Access, PowerPoint, Outlook; Microsoft Windows 9x, ME, 2000 Professional, NT, Internet Explorer; Lotus Notes; Oracle Database; UNIX; C++


• Act as liaison between governmental points of contact and corporate representatives to facilitate effective task management.
• Create and implement test plans and procedures to troubleshoot and repair interoperability issues, successfully resolving program and application compatibility problems.
• Manage and direct team activies related to development and presentation of reports and briefings, as well as review of analytical data and technical documentation.
• Test and certify software, systems, and equipment to ensure compliance with and adherence to governmental, organizational, and contractual specifications.
• Possess extensive command of database administration, spreadsheet and graphics programming, and communications software applications.
• Manage and direct activities of subordinate personnel, creating cross-functional, multi-disciplinary teams, through application of knowledge sharing activities.
• Maintain, and remain knowledgeable of latest technological advancements, as well as develop and integrate quality control processes, continually meeting corporate objectives and resulting in highest levels of client satisfaction.


Helix Systems Corporation
2000 - Present
Computer Systems Analyst III/Interoperability Certification Team Leader
• Maintained responsibility for interaction and communications between government point-of-contact and Helix Systems Corporation, in support of proficient task management functions.
• Reviewed and analyzed program documents, mission needs statements, and test and evaluation master plans.
• Authored and submitted reports based on analytical findings and prepared and conducted briefings, ensuring all activities are documented according to governmental and organizational specifications.
• Managed team functions related to joint interoperability requirement analysis of AAAV Personal and Command variant, Compatibility of AAAV with Universal Operations Center, and Naval Standard Integrated Personnel System.
• Managed and directed contractor, vendor, and subject matter expert actions and monitor compliance with contractual agreements.

Function (Subject Matter) Expert III
• Employed exemplary written communication skills along with expertise in technical editing and graphics development to prepare technical documents for publication, contracts, projects, and programs.

United States Marine Corps
1990 - 1998
Assistant Operations/Air Traffic Control/Services Officer
• Directed and coordinated all aspects of planning, installation, operation, displacement and maintenance of data, telecommunications, and computer systems related to ground radar control.
• Managed planning and allocation of aircraft and recommended changes in processes and procedures to ensure continuous unit readiness and functionality.
• Charged with relocation and placement of 140 personnel and equipment valued in the millions, after closing of Dallas, TX, and Willow Grove, PA stations.
• Ensured compliance with all regulations governing asset tracking and shipping, staff training, and control of hazardous materials and waste.
• Spearheaded projects for successfully integration and execution of advanced technological flight control systems, including fuzzy logic, anti-collision, and avoidance systems.
• Remained responsible for inventory, logistics, labor management, timekeeping, and vendor/contractor compliance.

United States Marine Corps
1996 - 1998
Marine Air Command and Control Specialist

United States Marine Corps
1995 - 1996
Contracting Officer's Representative

United States Marine Corps
1992 - 1994
Assistant Logistics/airspace Coordination Officer

United States Marine Corps
1990 - 1992
Air Traffic Control Officer


Regis University, Denver, CO
Pursuing Master of Science in Computer Information Technology and Master of Business Administration.

Rensselaer Polytechnic Institute
Bachelor of Science, Communications

Management Information Systems, Decision Making, Command and Staff College Dist. Ed. Program, Joint Aerospace Command and Control Course, Force air Defense Warfare Commander's School, Contracting Officer Representative Course, Amphibious Warfare School Nonresident Course, Landing Force Logistics Officer Course, Safety Officer Course, Defense Hazardous materials/Waste Manager Course, Air Traffic Control School

PRWRA Lea Clark - Clark & Associates - Macon, GA 31206 -

Systems and Network Administrator

Jamie Hill
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Experienced IT professional with expertise in Windows-based environments, networking and TCP/IP. Outstanding customer service skills resolving technical issues and educating end-users. Team player making significant contributions to team and individual success.


Applications: Windows Server 2003, 2000, NT, Exchange 2000, Exchange 5.5, Veritas Netbackup Datacenter, Veritas Backup Exec, PC Anywhere, MS Office Pro, Lotus Notes, Trend Antivirus Client Server, Norton Antivirus Client Server, GFI Faxmaker, GFI Mail Security Spam control, GFI Mail Essentials Exchange Virus Protection, PC imaging with Ghost and Imagecast

Network Services: TCP/IP, Active Directory, Group policy, DNS, WINS, DHCP, VPN, IAS, Terminal Services, Routing and Remote Access, Network planning, wiring and cable terminations

Hardware & Software Solutions: LAN, WAN, Watchguard Firewall Installation and management of Rule Set, 3com NBX Telephone switch administration including Digital Phones with Voice over IP, Geovision PC based Digital Video Recording systems


· MCP Certified Windows 2000 Professional
· Citrix Metaframe XP
· Networking, Northern Virginia Community College
· TCP/IP, Northern Virginia Community College
· Installing and Configuring Windows 2000 Professional & Server, Gesalt System Inc.
· C, and C++, Northern Virginia Community College


Custom Fit Inc., Chantilly, VA
2002 – Present
Systems & Network Administrator
· Performed daily monitoring, maintenance and backup of Windows 2000 domain.
· Successfully completed system and data migration from Windows NT domain to Windows 2000/Active Directory domain within time frames and with minimal downtime.
· Migration included Exchange 5.5 to Exchange 2000 and Windows NT, and Windows 98 to Windows XP Pro.
· Installed Watchguard firewalls and managed rule set with VPN using Radius authentication.
· Completed server and PC hardware assemblies.
· Performed audio video cabling and hardware installations both interior and exterior work including, ceiling mounts of projectors, screens, cameras, speakers, televisions, etc.
· Planned and organized office moves using project management procedures.
· Maintained and serviced printers and other hardware.

U.S. Geological Survey, Reston, VA
2001 –2002
Project Manager
· Performed data conversion for cartography using Excel, built VB Macros, and performed Access queries.
· Collaborated in development and application of Earth Science Geographic Information Systems.

Net2000 Communications, Herndon, VA
1999 – 2001
NT Systems Administrator
§ Successfully maintained NT groups, permissions and file structures for 900 users in 16 locations.
§ Performed Windows NT and 2000 server builds for hardware and OS installation.
§ Monitored Exchange 5.5 environment daily, including virus alerts and updates using Network Associates Groupshield.
§ Monitored and performed daily creation/termination procedures and maintenance of distribution lists and public folders.
§ Performed data backups, restorations, scheduling, documentation and offsite transfers.
§ Developed and implemented Enterprise backup strategy for over 100 servers using Backup Exec (NT) and Netbackup (UNIX) on Compaq SAN and on stand-alones.
§ Routine work with Compaq TL895 tape library, Brocade Fiber Switches and Compaq Fiber Tape Controllers.
§ Promoted from Help Desk I

Help Desk I
· Monitored help desk phone providing outstanding customer service on technical issues.
· Logged trouble tickets for users.
· Maintained Print Server and print devices.
· Performed hardware and account setups for new employees.
· Purchased and received IT hardware.
· Provided Tier I and Tier II support for MS Office, LAN, WAN, and Lotus Notes.


Kitchen & Company, Sterling, VA, Customer Service Representative, 11/1998 – 4/1999
Country Oven Bakery, Burke, VA, Pastry Chef / Baker, 2/1993 – 8/1999
Windmill Bakeries, Vienna, VA, Cake & Pastry Baker, 1990 – 1993


Johnson & Wales University, Providence, RI
Associates Degree, Occupational Science, 1988

Cory Edwards - -

Systems Engineer

Kerry Cordova
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Northern Virginia Community College
Psychology & English


• Software: Microsoft Windows 98, NT 4.0 (Service Pack 6), Windows 2000 Professional and Server, Office 97 and 2000, Adobe Illustrator 9.0, Adobe Photoshop 6.0.
• Web Authoring Tools: NetObjects Fusion 5.0 and MX.
• Hardware Modification Specifics: Inwin (ATX) cases, Boomrack (4U), Rackmount Units (ATX and Backplane), Acme Portable Computers (ATX and Backplane).
• Networking: IPX/SPX and TCP/IP.


GL Communications, Gaithersburg, MD
Systems Engineer
• Built, troubleshoot, repaired and inspected all internal product designs.
• Designed and implemented effective RMA and system tracking database.
• Increased vendor/purchaser communication 100%.

Men's Warehouse, Tyson's Corner, VA
Sales Associate
• Created effective displays of accessories.
• Operated cash register ensuring accurate cash transactions.
• Provided excellent customer service.

Lea-Machoney Enterprises
Assistant Landscape Architect
• Designed and implemented creative and effective techniques for multiple landscaping needs, including incorporating drainage systems and plant beds.

A.G. Paintball Games, Ltd., Leesburg, VA
1995 - 1996
Field Judge
• Ensured safety for groups of 15-20.
• Learned rules for all games. Instructed participants.
• Trained new employees.
• Upkeep and maintain all eight fields and all weapons.

PRWRA Cory Edwards - Partnering For Success, LLC - Sterling, Virginia 20165 - - - 703-444-7835 - 703-444-2005 fax

Systems Engineer Communications

Kerry Cordova
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Northern Virginia Community College
Psychology & English


• Software: Microsoft Windows 98, NT 4.0 (Service Pack 6), Windows 2000 Professional and Server, Office 97 and 2000, Adobe Illustrator 9.0, Adobe Photoshop 6.0.
• Web Authoring Tools: NetObjects Fusion 5.0 and MX.
• Hardware Modification Specifics: Inwin (ATX) cases, Boomrack (4U), Rackmount Units (ATX and Backplane), Acme Portable Computers (ATX and Backplane).
• Networking: IPX/SPX and TCP/IP.


GL Communications, Gaithersburg, MD
Systems Engineer
• Built, troubleshoot, repaired and inspected all internal product designs.
• Designed and implemented effective RMA and system tracking database.
• Increased vendor/purchaser communication 100%.

Men's Warehouse, Tyson's Corner, VA
Sales Associate
• Created effective displays of accessories.
• Operated cash register ensuring accurate cash transactions.
• Provided excellent customer service.

Lea-Machoney Enterprises
Assistant Landscape Architect
• Designed and implemented creative and effective techniques for multiple landscaping needs, including incorporating drainage systems and plant beds.

A.G. Paintball Games, Ltd., Leesburg, VA
1995 - 1996
Field Judge
• Ensured safety for groups of 15-20.
• Learned rules for all games. Instructed participants.
• Trained new employees.
• Upkeep and maintain all eight fields and all weapons.

PRWRA Cory Edwards - Partnering For Success, LLC - Sterling, Virginia 20165 - - - 703-444-7835 - 703-444-2005 fax

Systems Support Engineer

Lee Robertson
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234

Systems Administrator • Information Storage Manager • Disaster Recovery Consultant

Practical, hands-on systems administrator, expert in open system environments, UNIX implementation, information storage management, and disaster recovery. Acknowledged for capacity to execute plans rapidly, and logically affect solutions focused on long-term system sustainability, stability, and growth. Extensive change control background has prompted capacity to translate technical jargon into layman’s terms and align management directives to the realities of technology. Tenacious and intuitive problem-solver, “fire-fighter,” and team leader averting issues prior to impact on customers or operations. Effective working solo or as an active team participant/leader.

Key Credentials
Ÿ SAN/NAS/CAS Global Technical Support
Ÿ UNIX Implementations
Ÿ Change Management
Ÿ Strategic Planning
Ÿ Disaster Recovery/Security
Ÿ Hardware Test Production
Ÿ Remote Access Fault Diagnosis
Ÿ Unix Systems Administration
Ÿ TCP/IP Networking and configuration
Ÿ Project Leadership Resource Forecasting
Ÿ Script Testing
Ÿ Remote Network Management
Ÿ Information Storage Management
Ÿ Team Supervision/Training
Ÿ IT Proposal Development
Ÿ Productivity Improvements
Ÿ Data Extraction
Ÿ PC and server Hardware installation and configuration

Experience Snapshot

EMC, Melbourne
CLARiiON Systems Support Engineer

Best Value Statistician/Data Analyst

Energy Trading AIX Systems Administrator
Groupware Team AIX Systems Administrator
AIX Systems Administrator

Solaris System Administrator / Script Writer

AIX Year 2000 Tester

IBM Disaster Recovery Consultant

Systems Administrator

Systems Support Analyst

Technical Consultant

Operating Systems:
CLARiiON Base Operating System (Flare), AIX, HPUX, SCO, Solaris, Korn Shell (ksh), Netware, Windows 2000/NT/XP/ME/98,95, 3.11.

CLARiiON storage arrays, Brocade and McData Department Switches, Emulex and Qlogic Host Bus Adapter installation and configuration (HBAs), Fibre Channel Architecture, Network Zoning, IBM RS/6000 (including SP/2 and “Sharks”), HP9000, Compaq ProLiant Servers, Sun SPARCstation

Lotus Notes v4.6, Tivoli Storage Manager (TSM/ADSM), BMC Patrol, HP OpenView, Compuware EcoTools, Ingres II, Oracle v7, MFG/Pro, Remedy AR System, Legato NetWorker, Cheyenne ARCserve, Novell GroupWise, Microsoft Office 2003.

Employment Narrative

EMC, Melbourne
CLARiiON Systems Support Engineer
Key member of the global and internal support team expanded to troubleshoot hardware/software issues posed by on-site engineers in line with SLAs. Additionally offer remote support via modem or internet, directly accessing disk arrays for faults and instigating action plans for problem resolution or escalation. Initial contact for intelligent “dial homes”—an automated reporting function prompted by hardware failures.
· Cut instances of escalated complaints by conveying confidence, strong product knowledge, and a rapid-fire approach towards faultfinding and diagnosis.
· Spearheaded strategy to share resources across the team so that all members could become “product specialists” across a broad range of issues. Newly-pooled knowledge ensured that “rookie” staff were productive quickly—boosting the entire team’s performance in achieving SLAs.

Best Value Statistician/Data Analyst
Extracted and analyzed computerized statistics as part of a total quality review of criminal justice and local policing. Analyzed data on internal policies and procedures, public awareness and reassurance, and communicated with members of the police force and external consultants.
· Triumphed over system incompatibilities considered “a Herculean task” by senior IT professionals. Utilizing the advanced functions of Excel successfully “number-crunched” 90,000+ rows of data to source correlations. Identified a unique combination of fields that would link three diverse legacy computer systems to produce meaningful data for extraction and analysis.
· Recommended system enhancements that would streamline and fast track future data reviews.
· Successfully delivered the project within tight deadlines, to specification.

Energy Trading AIX Systems Administrator
A high-pressure specialist role in an environment where even minimal downtime could potentially cost losses of millions for commodity market traders. Despite the critical need for 24 x 7 live systems, servers were regularly falling short in their capacity to “fail over” seamlessly to other servers, and the understaffed team lacked the technical know-how to avoid the increasingly disgruntled energy traders, database administrators, and management complaints.
· Corrected configuration issues that had eluded system technicians and attacked escalated problems considered contentious among end-users.
· Eliminated work backlogs freeing time to educate junior team members. Personally conducted training sessions that served to elevate the team’s professional expertise in coping with increasingly difficult legacy system operations, and improve the division’s reputation significantly with end-users.
· Contributed technical expertise to fast track a stalled data replication project using PPRC. Enhanced system produced a seamless transition between sets of servers across different geographic locations.
· Utilized extensive network of influential contacts within Powergen able to authorize proposed server networking projects, and hasten the process of change control.

Groupware Team AIX Systems Administrator
Managed system housekeeping, shell scripting, TSM/ADSM administration, backups/restores, system monitoring, performance tuning, upgrades and problem management. Despite limited resources and greater demands for increased performance from end users, satisfied the user community through careful attention to service delivery and rapid problem resolution.
· Produced second/third line technical support solutions on a diversity of system issues from increased mail storage quota requests, through server crashes, mailbox restoration from backup, operating system upgrades, and patching of known security vulnerabilities.
· Devised diagnostic shell scripts that allowed server status to be captured for advanced analysis and resolution of regular Lotus Notes server crashes.
· Adjusted backup schedules ensuring server outages caused minimal business impact.
· Strategically reworked backup policy to maximize available resources. Accomplished individual user mailbox restorations within one hour, and complete server restorations in just three hours.
· Predicted system resources, analyzed CPU and disk usage; identified performance bottlenecks.

AIX Systems Administrator
Upon the diversification of the company into separate business units, was appointed to concentrate on messaging/groupware systems. A broad mix of operating platforms, the increasing demands to provide technical support for an external client base, and third line technical support on both current and legacy systems, ensured the role was both multifaceted and challenging.
· Monitored AIX servers onsite for 12-hours during Year 2000 rollover. Conducted pre-rollover maintenance, and observed world transitions allowing minor “tweaking.” Y2K rollover proceeded without issue.

Solaris System Administrator / Script Writer
Automated Oracle data file transfer procedures between remote servers via FTP, providing enhanced functionality and productivity. Administered Sun E4000 servers housing the main financial databases for Egg banking.

AIX Year 2000 Tester
As a member of the small AIX Y2K testing team, co-produced large suite of shell scripts scanning more than a dozen production servers and tens-of-thousands of user-written scripts within the AIX-based systems to identify date issues having the potential to disrupt the Year 2000 rollover. Upgraded applications, installed different AIX versions for testing on SP/2 test bed, and conducted regular system backups.
· Scrutinized RS/6000 real-time clock and produced testing procedures to review internal timing mechanisms. Produced set of recommendations to management detailing system limitations and issues with the clock with potential to impact Y2K rollover.

IBM Disaster Recovery Consultant
Assisted UNIX, Oracle, network, and applications teams in producing documentation for operating systems, database, and application recovery protocols.
· Reviewed disaster management strategy, exposing years of file systems neglect during formal server back-ups. Investigation revealed “holes” in back-up scripts in a flawed process set to destroy all chances for complete data recovery.

Systems Administrator
Rotated 24-hour operations juggling 12-hour shifts with another systems administrator during a period of significant change; prepared staff for system management after contract staff departed.
· Overhauled backup strategy for all AIX file systems and Oracle databases.
· Investigated SSA disk setup to analyze future business needs.
· Trained and monitored the performance of a junior systems administrator and operators.
· Documented all operator protocols for the SP/2 including tape-retiring policies, application restarts, and X.25/SNA monitoring.

Systems Support Analyst
Presided over systems administration, database administration and technical support. Projects included impact/risk analysis of Y2K—designing, improving and implementing interfaces between MFG/Pro, Paradox and Excel, and providing technical support for the user community on site.

Technical Consultant
Consulted to external clients and administered in-house systems and internal helpdesk database—Remedy. Managed remote networks and administered Solaris systems on several BHP-operated oilrigs in the Irish Sea. Utilized OpenView and EcoTools and administered an Oracle 7 database.


Bachelor of Science (Hons) Psychology
Warwick University, UK
IBM AIX Accredited Support Professional
AIX 3.2.5 Basic System Administration • AIX 3.2.5 Advanced System Administration
AIX 4.1 Accelerated Support Professional

Recent training:
EMC CLARiiON Fundamentals • CLARiiON Operating Systems Host-Attach Methodology
Gayle M. Howard - Top Margin -

Systems Technician

Dale Wong
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234

Systems Administrator, Corporate Headquarters


· Certified professional with 15 years of success in managing and leading teams in a corporate environment.
· Outstanding customer service in telecommunications and computer system support.
· Effective analytical, problem-solving, decision-making and multi-tasking skills.
· Key team member who contributes positively to each project; works well in high stress situations.
· Continually enhance customer satisfaction and overall profitability by delivering solutions on time and within budget.
· Competent in business management; good supervisory and team leader abilities.
· Organized, efficient, productive, punctual, dedicated, hard worker, goal and results-oriented.
· Competent understanding of Marriott computer systems, configurations, maintenance and enhancement requirements.

· Twelve years of employee service and achievements in the Marriott Corporation.
· Proven career history of strong work ethic, consistently working extended work weeks while gaining professional development.
· Flexible and willing to work hard to achieve project completion within constricting deadlines.
· Leadership—Department Supervisor for 19+ Associates for award redemption, inventory controls and fulfillment services.
· Project Management—Managed and implemented a worldwide recognition program for over 550,000 employees.
· Project Team Player—Developed monthly activities for a service center of 300+ Associates to increase morale, promote Children’s Miracle Network and recognize Associates for Outstanding Customer Service.
· Budget Experience—Accountable for $1.2 million while maintaining an inventory of 2.5 million pieces of collateral.
· Quality Minded—Achieved 100% accuracy for 33 months while administering a worldwide associate recognition program for over 550,000 Associates for the Marriott Corporation.


Novell Netware Administration 5.1
Microsoft Networking with the 95 Client
Administering Microsoft Windows NT 4.0
Supporting Microsoft Windows NT 4.0
Internet Working MS TCP/IP on Microsoft NT 4.0
Supporting Microsoft NT Server 4.0–Enterprise Technologies
Citrix Metaframe Administration
Creating and configuring a web server using Microsoft Internet Information Server


Veritas Backup Exec
Windows NT Workstation
Windows NT Server
Windows NT Terminal Server
Windows 2000 Pro
Windows 2000 Server
Microsoft Exchange Server
Novell Netware 4.1–5.0
Microsoft Office Suites
WordPerfect Office Suites
Marriott Proprietary Software RightFax
Lotus cc:Mail
Windows 95/98/XP
PC Authorize
Norton AntiVirus
MacAfee AntiVirus


Currently pursuing Microsoft Certified System Engineer 2000 certification update to be complete in Spring 2004.
DQ Corporation. Citrix Certified Administrator. 2002.
GSE Erudite. Microsoft Certified System Engineer Courses. 2001.
University of Utah. Bachelor of Science Degree in Public Administration/Political Science. 1986.


1998 to Present
Systems Technician. 2002 to Present
Provided Novell Netware, MS Windows NT, and MS Windows 95/98 support for 500+ users. Provided maintenance, installation and configuration of network and workstation hardware and software. Established and administered network physical layer including Cisco routers, switches, gateways, servers, NICs and cabling. Responsible for network printing, security, granting and revoking rights, creating users, modifying login scripts, system integrity, data security and daily systems backup. Install and configure new software. Recovered lost files. Configured workstations for various languages including Spanish, Portuguese and Japanese. Identified current and future software issues. Resolved conflicts by researching product capabilities.

Team Leader—Fulfillment Services. 1998 to 2002.
Supervised 19+ Associates engaged in resolving customer problems, certificate fulfillment, and maintained inventory control for over 2.5 million pieces of collateral. Maintained PICK database for worldwide Associate Recognition Program (ARP). Managed weekly fulfillment of PICK download in preparation for fulfillment procedures. Developed and revised procedures for maintaining a zero–defects environment. Supervised weekly fulfillment process of plaques and certificates being sent to hotels and employees worldwide; thus, maintaining a 100% accuracy rate for 33 consecutive months.

Reviewed customer complaint responses for accuracy and compliance to program policies and procedures. Advised subordinates of resolutions to customer complaints. Worked with managers, supervisors, hotels, and program partners to prevent recurring problems and complaints. Developed customer satisfaction surveys to determine areas of betterment. Maintained customer satisfaction survey database. Retained open relationships with suppliers of collateral materials. Planned and developed standards for quality assurance. Initiated program directives from corporate office for morale, total quality improvement and associate recognition. Created flow charts for training new Associates on project procedures. Streamlined award redemption process and fulfillment procedures.

Systems Technician/Database Administrator
Provided support for 155 users at corporate headquarters in Utah and satellite offices in Utah, Nevada, and Wyoming. Provided technical support on IBM RISC 6000 using NDS modular software to track heavy equipment parts, inventory, printing, accounting and billing information. Installed, configured, and maintained network, workstations, hardware and software. Configured routers, mux modems and telephone equipment for new equipment rental operation.

Office Manager/System Support Specialist
Maintained Windows NT 4.0 network of 10 computers running Windows 95 clients. Monitored network performance to ensure communication with users. Researched and installed shipping software to automate delivery and tracking packages. Implemented MYOB software to meet accounting and inventory control objectives. Resolved mapping problems with software. Installed modems to connect to vendors shipping information. Monitored internet access of web page and fulfilled catalog requests. Worked with management and staff to resolve computer software and hardware problems. Performed daily backups of server files. Office duties included payroll, accounts receivable, accounts payable, inventory control and customer service.

1991 to 1997
Public Involvement Administrator/National Marketing Director
Maintained Windows 95 client computers, loaded and configured software, maintained and installed peripheral components, performed daily backups. Coordinated development team in creating public involvement plans for firms bidding to obtain federal and state contracts in the areas of water, energy, electric power and transportation. Identified key personnel, bid proposals, correspondence, project planning, customer service, workbooks and contact maintenance. Marketed the owner's public speeches and seminars on the topics of water resources, public involvement, energy consulting and transportation.


Tiefel Awards. Marriott International Corporation. 1992–2001.
Star Award Recipient. Marriott International Corporation. August 2001.
Associate of the Month. Marriott International Corporation. 1999–2001.
Eagle Scout. Boy Scouts of America. 1977.
Cedar Badge Leadership Camp. 1976–1980.


Robert H. Hinckley Graduate Studies Scholarship. 1989.
Bamberg Scholarship (Foreign Affairs Symposium). 1988.
Internship—Senator Haven Barlow and Senator Jack Bangerter. Utah. 1988.
Internship—American Foreign Policy Symposium. Washington, DC. 1988.
Teaching Assistant—American National Government–Professor. Dr. Dan Jones, University of Utah. 1988–1989.
Teaching Assistant—Intern Preparation Class for 1989 Utah Legislative Session—Hinckley Institute of Politics.
Intern Coordinator/Teaching Assistant—Supervisor for Interns during the 1989 Utah Legislative Session.
Hinckley Institute of Politics. 1988–1989.
Internship—Attorney General Paul Van Damn’s Office. 1989.

Camille Carboneau - -

Technical Supervisor

Chris Fong
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


• Customer focused systems engineer with extensive technical knowledge and experience in network architectures.
• 10 years planning, implementing and operating 4000+ user LANs with multiple WAN connections.
• Proven leader able to motivate and assemble teams towards providing world-class service.


• Trained 12 intern engineers on technical aspects of physical cabling topologies and media selection.
• Prepared and presented technical plans to senior executives to further corporate development.
• Leader of teams of 85 individuals providing extensive networking services.
• Managed $3.4 million budget tracking allocations and expenditures.
• Delivered presentations to cross cultural teams from Angola and Portugal on worldwide networks.

Systems Planning & Implementation
•Reviewed and verified over 1000 network designs and installation documentation from interning engineers.
• Designed technical proposals to document customer requirements for systems specifications.
• Developed quick glance installation and troubleshooting installation instructions targeted at clientele.

Network Operations
• Documented and developed network operations and customer service processes and procedures.
• Worked technical solutions to provide users with the newest of technologies.
• Supervised 15 technicians who maintained, configured and upgraded network at high security semi-conductor plant. Noted and recognized for efficient and effective security systems.


Romanov Enterprises, Fairfield, CA
2002 - Present
Chief Technical Supervisor

Maxwell Technologies, San Diego, CA
1999 - 2002
Director, Networking Center

Beale and Sons Inc., Provo, UT
1997 - 1999
Security Engineer

Baker and Baker Futures, Tampa, Florida
1995 - 1997
Engineering Intern

FJK Support Services, Denver, CO
1992 - 1995


University of South Florida, Tampa Florida
M.S., Systems Engineering

Colorado State University, Ft Collins, CO
B.A., Engineering


• NT Server, NT Exchange, HP Open view, Cisco Works, Microsoft Office, Access, Power point

PRWRA Heather Wagoner, PhD - Wagoner Consultants - The Rowans - Ely Cambridgeshire - United Kingdom CB6 1BS -

Technical Support MIS

Dale Wong
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Position in Technology, applying skills and knowledge from Master's Degree in Management Information Systems and contributing to a stable technology infrastructure to support business goals.


Washington University, Philadelphia, PA
M.A., Management Information Systems

Washington University, Philadelphia, PA
B.S., Marketing


• DATABASE MANAGEMENT SYSTEMS: Microsoft Access 97/2000 and Lotus Approach
• OPERATING SYSTEMS: Windows 95/98, Unix, exposure to Windows NT and Windows 2000
• PROGRAMMING LANGUAGES: C/C++, Visual Basic 5.0, exposure to HTML and JAVA
• DESKTOP APPLICATIONS: Microsoft Office Suite 97 and Microsoft Project


FJK Promotions, Philadelphia, PA
2001 - Present
Director of Marketing
• Oversaw and managed the marketing and promotion of various entertainment artists and special events.
• Established marketing directives for East and West Coast affiliates.
• Planned and forecasted marketing and promotion budget, and managed artists' bookings and travel arrangements.
• Developed marketing strategies that effectively targeted various ethnic communities for the promotion and advertising of various events.
• Managed and setup promotional tours such as The Caribbean Kings of Comedy and Comedy Picante
• Involved with the creation and distribution of flyers and supervising event promoters that distributed flyers to the public

Washington University, Philadelphia, PA
1999 - 2001
Sr. Graduate Assistant
• Supervised and maintained a staff of 52 student workers at the University Center.
• Planned, developed, and implemented staff training on operations, technical troubleshooting, and support on computer laboratory equipment, as well as time management and customer service skills.
• Oversaw and maintained computer lab and provided technical assistance, including troubleshooting desktop applications and hardware issues.
• Assisted with special projects that involved the setup of laboratory's Local Area Network, creating simple database management systems using Microsoft Access and Lotus Approach, as well as utilizing C/C++ and Visual Basic to develop custom programs and forms.
• Developed web pages using HTML and JAVA for training purposes.
• Installed and configured hardware and software components.

Washington University, Philadelphia, PA
1995 - 1999
Computer Lab Operations Manager
• Scheduled and conducted training on providing technical support for desktop applications, in addition to customer service and time management techniques for laboratory staff.
• Planned and forecasted department budget as well as processed staff payroll.
• Assisted with technical support and resolving software and hardware issues
• Utilized Microsoft Project Manager for various projects, which included the development and implementation of computer lab projects for staff
• Provided internal customer care that maintain positive relationships between staff and lab participants
• Promoted to Sr. Graduate Assistant of Operations and Computer Lab

PRWRA Dawn Reid - PTI Career Services - P.O. Box - Roselle, NJ 07203 -

Technical Support Recent Graduate

Pat Hernandez
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


• Background in analysis, development and delivery of high-performance technology solutions. Adapt easily to new technology.
• Exceptional relationship building skills communicating with all levels - from customer to technical staff to senior management.
• Bilingual in Spanish and English; have developed an adaptability and empathy conducive to working in the 21st century.

• Diagnosis & Troubleshooting • Installation
• Configuration • Maintenance & Repair
• Building & Testing • User Support
• User/IT Staff Training Backups


• Languages: Java, Visual Basic 6.0, C++, SQL, HTML, COBOL, RPGIV
• Operating Systems: Windows 95/98/NT, Windows 2000 Server, Windows 2000 Pro, OS/400, DOS, Linux, Mac OS 9/10
• Software Applications: MS Office 2000 (Access, Word, Excel, Outlook, PowerPoint), MS Front Page 2000
• Databases: Oracle 8
• Other: TCP/IP, UDP, ICMP, FTP Server, Web Server, PCAnywhere10.5., Image


UNIVERSITY, Minneapolis, MN
Bachelor of Science, Business Computer & Information Systems
GPA: 3.6, Core Included: Systems Analysis & Design, Network Design, Database Design, Object Oriented Design, Network Security, Firewall Design, Logistics, General Management, Strategic Management, Marketing, Business Law, and Accounting.
Leadership & Team Activities
• Business Computer & Information Systems Club: Career-related speakers/programs, as well as community service projects.
• E-Business Club: Collaborate with teams to build and evaluate various web application projects.
• Organizacion de Estudiantes Latinos, Vice President and Founding Member (9/02). Club has grown from 3 to 20, and fosters a positive social environment and campus-wide representation for Spanish-speaking students.

A.A.S., Computer Programming
GPA: 3.9


2000 - Present
Systems Administrator Survey Lab
• Administered and supported two Windows 2000 Servers and 15 Windows 2000 Pro stations for Survey Lab. Proactively developed and implemented Norton Anti-Virus and Ghost Servers to full functionality prior to Lab's migration to servers - gaining expertise as a proficient troubleshooter at the servers' inception. Commended for professionalism on a 24/7 on-call basis.

• Supported hardware and software for Open Labs' 500+ computers running Windows 95/98/2000 and Macintosh. Assumed increased responsibility from hire as PC Support (75% IBM, 25% Macs) to expanded role of primary technician reporting to IT management. Took team lead role within 6 months as technical support team grew from 2 to 5. Consulted with students and faculty to resolve any hardware/software/network issues. Achieved a documented 95% resolution rate for all user problems.

• Supported Computer Store's hardware/software problems on Windows and Macintosh systems. Provided customer training and assistance on site and via phone. Initiated and implemented the setup of cabling, enabling the use of terminal stations strategically placed throughout the facility. Commended by store manager for being the "best worker I've ever had."


2000 - Present
Systems Administrator

Computer Store - UNIVERSITY
1999 - 2000
Customer Tech Support

1997 - 1999
Customer Service


Big Brothers & Big Sisters of Minnesota
Boys & Girls Club of Minnesota
Tri-County Humane Society
Cystic Fibrosis

PRWRA Barb Poole - Hire Imaging -

Technical Support Specialist

Drew Anderson
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Information technology specialist with solid experience supporting software and hardware systems. Currently providing technical support for a company that specializes in designing point of sale (POS) solutions, as well as setting up hardware to support clients' needs in the restaurant industry. Background includes installing, configuring, modifying, and troubleshooting Windows NT operating systems and software, as well as experience determining, planning, acquiring, and implementing systems to track client information. Additional expertise gained creating and maintaining a company Web site.


• Operating Systems: Windows NT 3.51, Windows Terminal Server NT 4.0
• Software: Profits Software, Microsoft Office 97 (Word, Access, Excel, Outlook), PaintShop Pro, Netscape Composer, Microsoft FrontPage 98, WinZip


1998 - Present
Technical Support Specialist
Provided technical support for specialized hardware and software systems used in the restaurant industry across the U.S. Built LAN servers and workstations. Installed boards and drives, as well as Windows NT 3.51 and Windows Terminal Server NT 4.0, in conjunction with Citrix Winframe and Metaframe. Configured software according to each client's needs.
• Created and edited documentation for installation and training manuals.
• Provided client training relative to point of sale (POS) software.
• Designed fault tolerant disks for clients in case of hard drive failure on drive 0.
• Increased company's visibility by creating and maintaining Web site.
• Participated in a migration from Windows NT 3.51 to Windows Terminal Server NT 4.0.

1987 - 1998
Set-up computer systems to track and control sales and customer information for two video stores, in addition to managing all operations.

1980 - 1987
District Manager


Studied Mathematics


Designed and published a bimonthly newsletter for this computer club.
HAL-PC - Former Member

PRWRA Sandy Hild - The Résumé Doctor - - -

Test Engineer IT

Pat Hernandez
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Dynamic IT professional with demonstrated expertise in analysis, design, development, test and support of complex software systems. Twenty years' proven excellence in IT environments, providing troubleshooting and resolutions, technical requirement interpretations, life cycle project management and technical guidance. Strong project management skills and contributing team member. Proficiency in building strategic alliances and providing customer service that exceeds expectations.


American University
M.S., Management Information Systems

American University, Aurora, CO
Bachelor of Science, Computer Science
OCP8i DBA Certification, Amerinfo


Hardware: HP 9000series, Sun, StarServer FT 3000, Sequoia, IBM 3090/4381, IBM PCs and compatibles.
OS: UNIX (TOPIX, SVR4/5, HP-UX Solaris) Windows 95, 98, NT, 2000, CICS CMS, MVS/ESA, MS-DOS
Networks: TCP/IP, X.25
Software Tools: Veritas Vista REPLAY, XRunner, Exceed, all CLEAR, ABC FlowCharter, Sablime, Compas, PVCS Tracker, DDTS, XWindows, Norton Ghost, ImageCast, PCAnywhere, MS Office 2000


Avco Technologies, Westminster, CO
2000 - 2001
Technical Team Member
• Tested multimedia-messaging products as member of Applications Group.
• Significantly reduced time to market and verified products to specifications.
• Modified existing testing procedures and ensured product enhancements did not impact functionality.
• Performed quality and consistency tests throughout phased development cycles.
• Successfully provided project management driving projects from inception to on time and within budget guidelines and requirements.
• Wrote and executed test plans and test cases and wrote defect reports.
• Collaborated in the conception and implementation of improved testing procedures.
• Proactively contributed to all team efforts, ensuring project completions and quality products and results.

Diamond / US SW, Denver, CO
1999 - 2000
Test Engineer
• Tested intranet applications running in a clustered environment consisting of NT and UNIX servers.
• Performed system and interoperability testing, completing all processes, procedures designed to achieve Capability Maturity Model (CMM) Level 2 certification.
• Successfully implemented the use of DDTS tool for tracking software anomalies.

Byrd Laboratories, Westminster, CO
1999 - 2000
Test Engineer
• Member of self-directed team tested stand-alone PC-based configuration tools used by international sales force to order Business Communication System products.
• Defined customer profiles and test strategies.
• Successfully implemented test plans and produced summary reports.
• Used source control software, bug-tracking software and test-tool development.
• Performed Quality Factor Assessment process verifying, measuring, and assessing quality.
• Executed test cases, diagnosed and resolved problems and generated problem reports.

Umesco International, Columbus, OH
1996 - 1999
Test Coordinator
• Tested customized network traffic management products for global customers in Europe, Asia and Latin America.
• Coordinated testing efforts of team for multi million-dollar project in India involving installation of real-time traffic management software; provided and ensured smooth deployment.
• Planned system tests interval, established environment and executed test cases to ensure product compliance with Y2K efforts and ISO 9001 requirements.
• Utilized SQL to validate user screen output against database.

Dayton Data Group, Somerset, NJ
1995 - 1996
Test Engineer
• Developed, coordinated and implemented automated testing procedures on performance analysis and surveillance products running AT&T / NCR 3000 series platforms.
Telephone Network Traffic Management Project (NetMinder)
• Introduced fully automated testing process using XRunner significantly reduced life cycle testing time requirements.
• Served as Project Manager, coordinated all phases of testing, verification and documentation in collaboration with AT&T test team.
• Developed independent system test plan for software porting from AT&T / StarServer FT R3000 platform to AT&T / NCR 3500 series platform.
• Telecommunication Multi-Functional Operations System Project (MFOS)
• Performed automated system and regression testing on surveillance and operations system for international network switches.
• Developed regression-testing baseline that facilitated the implementation of automated testing using Veritas Vista REPLAY.
• Successfully completed final phase of project porting software from HP-UX 9000 platform to AT&T / NCR platform.

Research Analysis & Maintenance, Falls Church, VA
1993 - 1995
Quality Assurance
• Coordinated testing of enhancements to database application monitoring worldwide transportation and logistics programs.
• Developed system test plan and coordinated test efforts, ensuring operability and quality within customer specifications.

American University, Washington, D.C.
1983 - 1993
Senior Programmer
• Designed, coded, tested and documented alumni, financial, and decision support programs.
• Analyzed customer requests, designed and developed software solutions that supported and enhanced fundraising efforts and results.
• Collaborated in the conversion of systems from Wang MV 2200 to IBM 3090 mainframe without loss or corruption of data.
• Converted programs from BASIC to FOCUS 4GL.

PRWRA Cory Edwards - Partnering For Success, LLC - Sterling, Virginia 20165 - - - 703-444-7835 - 703-444-2005 fax