How to Present Your Contact Information
- Full name.
- Professional email address (avoid unprofessional ones).
- Link to your portfolio, LinkedIn, or relevant online profiles (if applicable).
- Phone number with a professional voicemail.
Diligent and customer-oriented IT Support Engineer with over five years of experience in managing and troubleshooting enterprise-level IT networks and systems. Skilled in diagnosing and resolving hardware and software issues, with a proven track record of reducing downtime by 20% annually. Eager to leverage technical expertise and strong communication abilities to enhance system up-time and deliver excellent user support at XYZ Corporation.
Technical Skills:
- Network Configuration
- Windows and Mac OS Troubleshooting
- Active Directory Management
- Remote Desktop Support
- ITIL Certified
- Hardware Repair
Soft Skills:
- Communication
- Problem-solving
- Time Management
- Customer Service
- Team Collaboration
- Adaptability
KPIs (Key Performance Indicators):
- Average response time to IT support tickets
- User satisfaction score
- System uptime percentage
OKRs (Objectives and Key Results):
- Improve efficiency by reducing average troubleshooting time by 15% within one year
- Enhance user satisfaction by achieving a score of 90% or higher on feedback surveys
- Implement a new ticketing system to increase overall team productivity by 25%
List your experience in reverse chronological order. Focus on achievements, responsibilities, and quantifiable outcomes.
Right Example:
- Resolved over 150 user support tickets monthly with an 85% first-call resolution rate, enhancing customer satisfaction by 30%.
- Implemented a system upgrade project that improved network stability, reducing downtime by 25%.
- Trained 5 new IT staff members, raising team competency and improving problem-resolution speeds by 10%.
Wrong Example:
- Handled support tickets regularly and helped users with IT issues.
- Worked on improving system performance.
- Trained new staff occasionally.
