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Andrew Ma is seeking entry-level helpdesk positions and offers a strong academic background in IT from XYZ University combined with internship experience as a helpdesk analyst. He has technical troubleshooting skills, learns new technologies quickly, and is proficient in various computer systems, languages, and tools. He has experience handling technical issues and calls as a student helpdesk technician and helpdesk analyst intern.

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46 views1 page

New CV Template

Andrew Ma is seeking entry-level helpdesk positions and offers a strong academic background in IT from XYZ University combined with internship experience as a helpdesk analyst. He has technical troubleshooting skills, learns new technologies quickly, and is proficient in various computer systems, languages, and tools. He has experience handling technical issues and calls as a student helpdesk technician and helpdesk analyst intern.

Uploaded by

Thabo Phele
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Andrew Ma

14 Hart Way  Sometown, MA  (555) 555-5555  [email protected]

Targeting Entry-Level Helpdesk Positions


 Upcoming XYZ University graduate offering a strong academic background in IT combined with
excellent internship experience as a helpdesk analyst.
 Consistently recognized for technical troubleshooting skills used to rapidly and cost-effectively
resolve challenging technical issues.
 Quickly learn and master new technology; equally successful in both team and self-directed
settings; and proficient in a range of computer systems, languages, tools and testing methodologies.

Education
XYZ UNIVERSITY – Sometown, MA, Degree expected 5/09
B.S. in Computer Information Systems program  GPA: 3.7/4.0
Concurrent Employment with College Studies:
 Student Helpdesk Technician (2007 to Present): Provide networking/desktop support and
perform mainframe and account maintenance tasks. Earned commendations for teamwork, flexibility
and work excellence in providing IT support to students and faculty.
 Sales Representative, ABC Retail Co and DEF Store (2005 to 2008): Leveraged strengths in
persuasive communications and consultative sales to earn a reputation as a top sales performer for
both retailers (including multiple top 10 rankings out of a 100-member sales force).

Technology Summary

Certifications CompTIA A+, HDI Helpdesk Certified


:
Systems: CICS/ISPF/Mainframe, UNIX, Windows 9X/NT/2000/XP/2K3, Novell NetWare, Mac OS
Databases: Oracle, ADB2, Relational Databases
Languages: Visual Basic, SQL, HTML, ASP, CSS, C++, CGI, Perl, Java
Software: MS Project, MS Visio, MS Office, Lotus Notes

IT Experience
ABC COMPANY – Sometown, MA
 Helpdesk Analyst / Intern, (2007 to 2008) Handled technical troubleshooting within an
enterprise environment, including system crashes, slow-downs and data recoveries. Engaged and
tracked Priority 1 issues, with responsibility for the timely documentation, escalation (if appropriate),
resolution and closure of trouble tickets.
Selected Contributions:
 Researched and developed knowledge-base articles for Lotus Notes issues, resulting in an
increase in first-call-resolutions of 20 additional calls per week that saved company $57K annually.
 Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores,
consistently scoring between 95%-100% on all calls (outperforming average of 90%).
 Handled 30+ technical/mission-critical calls daily and consistently met high service standards.

Available for Relocation & Travel

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