jessica claire resumesampleexamplecom 555 4321000 100 montgomery st 10th floor executive summary resultsfocused manager 20 years facilities management 7 years proven success developing leading crossfunctional technical teams execute deliver major technology initiatives demonstrates expertise vdi desktop remote access thin clients audio visual global conferencing highly effective communication facilitator contributor key partnerships projects collective team objectives across telecom network hosting security service management corporate governance vendor management achieve positive impact business outcomes goaloriented technology leader trusted business partner recognized leveraging information security applications networking operations risk management drive business growth strategic consultative approach identifying requirements opportunities organizational transformation interprets communicates complex policies procedures others applies significant tact diplomacy committed delivering exceptional service excellence application itil proven approaches meet customer requirements achieve process efficiencies skills security improvements scope definition infrastructure planning agile process improvements business development support customer experience team development mentoring risk mitigation dr planning quality assurance control documentation management requirements gathering proficient service delivery tracking systems unicenter service remedy smart project management education training brenau university gainesville ga 051985 bachelor arts education completed coursework leadership management skills electricity motors controllers hvac systems commercial building maintenance phone systems siemens phone school coursework itil training aws studies experience flynn restaurant group senior information technology leadermanager brooklyn heights oh 022014 042021 managed global combined transunion credit bureau intelenet global services service desk analyst city state 022014 032015 delivered basic support troubleshooting password resets printer configurations breakfix instructions answered queries telephone selfservice ticket support internal outside computer hardware software network application access telecommunications systems documented solutions troubleshooting steps concisely ticketing system alerted team members new service solutions analyzed prioritized researched solved problems achieve complete resolution customers minimal productivity loss routed tracked managed clients service desk tickets inception close documented issues results trained mentored new service desk personnel managed portion employee onboarding process directed calls product line specialists application system specialists vendor resources alerted management recurring problems supported assisted less experienced technicians resolving client issues requiring advanced specialized expertise experience uninstalled reinstalled basic software applications resolved username problems verified proper hardware software setup resolved network connectivity issues corrected email irregularities resolved issues initial call 98 time using internal knowledge base troubleshooting skills experience team resources developed wrote maintained detailed troubleshooting guide knowledge base use service desk staff field service staff maintained composure patience face difficult customer situations applying deescalation techniques positive customer support kept customers informed issue resolution progress provided updated estimated times resolution ongoing basis supported employees advanced troubleshooting helpdesk tickets supported customers data connectivity issues assisting troubleshooting steps rebooting hardware assisted endusers software hardware troubleshooting determine causes system malfunction assisted technical support process refinement improve customer service support sears roebuck district facilities technician city state 081981 012014 responded emergency issues quickly maintain smooth business operations 20 stores troubleshot diagnosed building equipment systems find root causes consulted managers discuss major repairs building operating systems increased efficiency cleaning services research implementation new techniques performed repairs hvac pbx phone systems building automation systems equipment maintain optimal production levels executed proper cleaning procedures utilizing chemical cleaners power equipment prevent damage buildings requisitioned supplies equipment cleaning maintenance duties worked successfully diverse group coworkers accomplish goals address issues related products services worked closely team members deliver project requirements develop solutions meet deadlines prioritized organized tasks efficiently accomplish service goals juggled multiple projects tasks ensure high quality timely delivery