(555) 432-1000,
Montgomery Street, San Francisco, CA 94105

With the 10 years of experience in this field, it is my goal to gain more experience, further my knowledge, to build strong professional relationships, and to continue my service and commitment to Kaiser Permanente.

Education and Training
Heald College Honolulu, HI, Expected in 12/2007 Associate of Science : Information Technology - GPA :
John F. Kennedy High School Guam, USA, Expected in 06/2000 High School Diploma : - GPA :
State Of Arkansas - Computer Support Analyst
Bryant, AR, 03/2010 - Current
  • Integrated new technologies to meet area requirements.
  • Expanded systems with new features and structural components.
  • Coordinated installation of updated computer programs and systems.
  • Trained end-users in best practices to minimize errors and protect key data.
  • Transitioned Maui Memorial Hospital's computer system to Kaiser Permanente and deployed over 400 PCs
  • Tech refresh
  • Trains contracted employees
  • Troubleshot and resolved problems with programs and systems.
  • Troubleshot malfunctions with systems and programs to pinpoint root cause of issues and restore.
  • Observed staff to study daily tasks regarding information processing and performance to better understand business system needs.
  • Developed and managed project plans while providing status updates to management.
  • Performed site evaluations, customer surveys and team audits as part of quality assurance program.
  • Consistently provided exceptional service and attention to customers and stakeholders.
  • Maintained industry knowledge through continuing education, training and monitoring of industry publications.
  • Improved operations by working with team members and customers to find workable solutions.
  • Protected company brand and improved customer satisfaction by finding creative solutions to problems arising from deliverables.
  • Earned good attendance record and built reputation for being on time and ready to work.
  • Created agenda, materials and communications for team meetings.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Developed cost-savings and new solutions to existing problems through persistent research and innovation.
  • Provided excellent service and attention to customers in face-to-face encounters and through phone conversations.
  • Explored new technologies and tools that quality assurance team could use for testing purposes.
  • Offered decision-makers ROI and cost-benefit projections to guide project development and implementation.
New York Life - Computer Support Technician/Information Technology Specialist
Plano, TX, 06/2008 - 03/2010
  • Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
  • Installed and configured printers and scanners, resetting default device passwords to prevent cyber attacks.
  • Configured new employee work stations, including all hardware, software and peripheral devices.
  • Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
  • Removed malware and viruses from laptops and desktop systems using specialized software.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
  • Consistently responded to customer service emails within standard window for optimal response.
  • Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
  • Assisted in technical support process refinement to improve customer service and support.
  • Maintained inventory of IT supplies by checking levels on a daily basis.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
Old Navy - Customer Service Supervisor
City, STATE, 08/2004 - 01/2008
  • Organized effective shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
  • Developed and mentored team members to provide hospitable, professional service while adhering to established service models.
  • Reviewed customer interactions and activity reports to identify and address concerns.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Quickly responded to customers both online and in person to improve company customer service ratings.
  • Addressed and mitigated escalated situations to meet organizational objectives and drive customer satisfaction ratings.
  • Monitored daily activities of customer service team, providing guidance and encouragement to optimize productivity.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Guided employees through routine and complex administrative situations with decisive but motivational approach.
  • Delivered continuous training to associates to maximize performance and customer relations skills.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service.

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School Attended

  • Heald College
  • John F. Kennedy High School

Job Titles Held:

  • Computer Support Analyst
  • Computer Support Technician/Information Technology Specialist
  • Customer Service Supervisor


  • Associate of Science
  • High School Diploma

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