14 Fourteen Street, Town, CA 99999 Cell: 000.000.0000 – email@example.com
A resourceful and forward thinking manager with vast CCNA and IT management experience within the network administrative function, successfully executing troubleshooting processes and project managing team. A Cisco device programming guru an data analyst with expertise in asset management and project management for different functions in the telecommunications industry. Skilled in vendor relations, desktop replacements, inbound call center monitoring, customer relationship management, and problem resolution. Excellent team player and leader; work well in fast-paced, deadline-driven environments.
Work force management and scheduling Continuous improvements MS Office suite, SQL, VBA and extensive macro programming in MS Excel Training and development Leadership best practices M&P document control Networking engineer experience
Work Force Management (Support Administrator II CWA) July 2005 to Current AT&T Internet Services San Ramon, CA Save company time and money by effectively identifying loss and deviations to better prepare for work flow cuts and the implementation of best practices to streamline projects and ensure 100% completion. Streamline IT operational efficiencies by scheduling and workload balancing in real time for 5 call centers. Aid senior IT management with the executive decision making process by accurately generating and reporting data analyses. Manage assets and documents including the preparation, maintenance and control of records to ensure 100% accuracy and eliminate project lags. Heighten leadership skills by productively monitoring agent activity in real time via Avaya canvass and Real-Time Adherence in IEX software to archive raw data, identify agent statistics, and monitor call flow information. Increase customer satisfaction ratings by championing process roll outs and delivering sufficient troubleshooting measures to decrease customer project downtime and warrant retention sales. Meet all deadlines within stringent time constraints, earning a 98% adherence to days of absence rating, a combined daily service level goal of 85% and a combined individual efficiency goal of 90-110%. Improve employee knowledge of agent processes by coordinating assigned training initiatives while accurately executing real time personnel and asset tracking information for IT management team.