If you wish to be considered for future installments, please forward resumes as Word documents with all personal information removed to michaelllippert@gmail.com
PERSONAL
SUMMARY
A confident and reliable IT
Support Engineer with extensive experience working with computers (I assume that if you're working IT you have experience with computers. What you do with them is what I'm looking for) routers,
switches (What kind? If I need a Cisco expert, these general terms will not turn up in my search) and any support ("Any support" is a very broad term. Do I call you if I can't get my internet working or if the entire Network is on the brink of collapse?) issues raised to the Service Desk. I gain the
Customer’s trust by continually exceeding their expectations (Really, how?), looking after
them and their environment (Look after them? Do you bring them meals? Do you do their dishes?). Also have experience in Mortgage industry as
Business Analysis and Customer Service Representative (Wow, left field. This is not getting you a help desk position. If you want to be a BA, write a separate resume for that). I look after people (Me too. So?).
SKILLS/EXPERIENCE
Customer Service (This is a soft skill. Anyone can say they have it. Lead with technical skills most relevant to the job)
Networking
VOIP (Avaya? Cisco?)
1st-2nd line issues
Infrastructure Support
VPN
Training Employees and Team
Members
ITIL (But not ITIL certified?)
Business
Analysis/Mortgage Experience (Remove)
CERTIFICATIONS - EDUCATION
ITIL Foundation in IT
Service MGMT (Your certifications tell me more than your Skills section. Maybe consider removing it altogether and moving this up)
Cisco Certified Network
Associate CCNA
Cisco Certified Network
Associate Voice CCNA Voice
Cisco Certified Design
Associate CCDA
Cisco Certified Network
Professional CCNP
Network +, A +
University of BC Mortgage
Securities Course
Bachelor of Arts, Trent
University
Networking
Technology Diploma, Herzing College
PROFESSIONAL
EXPERIENCE
Senior
Service Desk Engineer September
2012 - Present
·
Support LAN/WAN in Cisco environment (Size of environment please).
·
Support Cisco VOIP environment; Cisco Call Manager 8.6.2.20000-2/Cisco
Unity 8.6.2.20000-76.
·
Installation and
Troubleshooting Cisco 7941,7942 VOIP phones (How many? In an office? A call centre?)
·
Strong
knowledge of voice engineering principles and concepts. (OK)
·
Update ACLs and create/troubleshoot VPN
connectivity on Cisco ASA 5520.
·
Knowledge in Remote
Access VPN (Client-Site) and Site-Site VPN. (I have knowledge of the moon. Doesn't mean I'm going to fly there any day soon)
·
Create technical training documentation for staff
and post information onto In House knowledgebase. (As much as I love someone to know how to post information, I'd rather know what impact this information had on the staff) (In-House Knowledgebase might not mean anything to some people. Consider a new phrasing)
· Created various Standard Operating Procedure (SOP)
documents for review by Senior IT Management. (Just because they were reviewed by the Senior IT Manager doesn't mean they were reviewed well.)
·
Remote administration and
management of customer premises equipment. (What kind of equipment?)
·
Create (Administer sounds better. Especially if the description asks for Exchange Administration) new email and
network accounts using Exchange 2010 and Windows 2008 Active Directory.
·
Sound
knowledge/experience with Exchange 2010 and AD Windows 2008. (For my money this is the same point as the one above)
·
Knowledge of switching
concepts, access ports and trunking. (Glad you have that knowledge, because I don't. Nor would I know what you'd do with it)
·
Grant
access to Exchange 2010 inbox(s), calendar(s) and network folders and files
(Windows 2008). (I'm not prone to deja vu but I feel like I've read this point somewhere before)
·
Strong PC skills (Windows, PC Hardware, Internet Browsers,
Networking). (More repetition)
·
Excellent communication skills, effectively communicates with
staff to discuss issues and triage issues. (If your resume speaks to me, I'll know you can communicate. Don't waste a bullet on this)
(Company Name Removed) Nov
2011 – Sept 2012
·
Troubleshooted/supported LAN/WAN in Cisco
environment.
·
Provided Network and Desktop Support which includes
connectivity issues involving network cabling, and network services such as DNS,
DHCP, HTTP and FTP. (Awkward. Need tightening)
·
Provided Support for Citrix Environment. (What Kind?)
·
Provided IP networking support on Cisco Routers and
Switches for VLAN environment.
·
Enabling switch ports for end users to establish
connectivity with their VLAN.
·
Installed workstations and configure laptops for
end users including Windows 7, MacBook Pro and MacBook Air, Wyse Zenith and
Wyse Zenith Pro devices. (Windows 7 and MacBook Pro are your end users?)
·
Assisted with research and implementation of new
Helpdesk Software and Asset Management tracking system. (How much assistance. What was the final impact of your contribution? Which ATS?)
(Company Name Removed) April
1998 to May 2000
Business Analyst/Payment Processing
Supervisor (Not only is this experience over a decade old it's irrelevant to what you're currently doing. Get rid of it.)
Assessment
If I had a broad, generic Help Desk or Network admin position I may give this person a call to get more information. In IT the biggest concern is buzz words. Sometimes a job just comes down to whether the person has the right mix of technologies or not. This resume has a good smattering of Cisco technologies and such. But while I can tell the environment this person is working in, it's hard to gauge the scope or importance of their work. Providing network support could be as simple as going to someone's desk and giggling some cables or as advanced as routing entire networks. With more focus on actual accomplishments and less on simply stating technical environments, this resume would be much more appealing.
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