Okay so the short version, I need help with my resume. It’s 4 pages and all these “experts” say it needs to be one to two pages. Keep in mind, these same “experts” told be AD Group policy Objects wasn’t a skill, but Customer service was…wtf?? Needless to say I ignored their advice. So I’m here asking the more technical crowd that has managed to become employed for some advice. I’m inserting my current resume (one complaint about this forum style, you can’t attach files) for your review.
The only way I can think of to parse it down and still get past all the filters is to make the first page a listing of skills and education. With the second page have my last 5 years of employment and job descriptions like “assisted various college students and staff with mobile device issues, sign in issues and site access issue as per college’s policies.”
So here’s my current resume:
My City & State
my phone #
KILLS & ABILITIES
|Client Service||Windows 98 -10||Prioritization|
|tcp/ip troubleshooting||Debian Linux||nmap|
|Active Directory||Network Management||Backup & Recovery|
|Configuring Software||Server Systems||LAN/WAN/Wi-Fi|
|Help Desk & Ticketing||Analytical Skills||Data Management|
DUCATION & CERTIFICATIONS
Information Security Analyst | ACI Learning | Jacksonville, FL 2021 Graduate
Bachelor’s of Computer Science | Steven Henagar College | Ogden, UT 2009 Graduate
CompTIA Security + In Progress
EC Council Certified Network Defender In Progress
EC Council Certified Ethical Hacker In Progress
Technical Advisor | Blackboard | Reston, VA October 2021 – December 2021
Answer user inquiries from various colleges regarding computer software or hardware operation to resolve problems.
Troubleshoot issues with mobile devices. PCs and Mac computers. Verify user permissions and groups in AD
Use KBs to follow procedures per college’s requirements, remote sessions with users using Bomgar, PC Anywhere,conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
Maintain records of daily data communication in CRM tools of transactions, problems and remedial actions taken, or installation activities.
Use phone or email to notify customers of investigation results or any planned adjustments.
Sr. System Analyst | Intermountain Heath Care| West Valley City, UT March 2020 – June 2020
Monitor Ensemble and Edifec Data systems and respond to alerts generated through system monitoring.
Verify validity of errors and send requests to have HL7 message corrected and resent.
Maintain and assesment of Linux/ Unix based Operating System.
Assist in implementing system updates to test and production environments from Deleopment team.
Assess possibilties of Feature Enhancement requests and additional interface additions.
Analysis and solution of business problems, such as development of integrated production and inventory control and cost analysis systems.
Consult with management to ensure agreement on system principles.
Develop, document, and revise system design procedures, test procedures, and quality standards.
Confer with clients regarding the nature of the information processing or computation needs a computer program is to address.
Update proceedures and Knowlege Base articles as needed to ensure proper error repairs.
Healthcare Communications Agent Support | Connexion Point | Roy, UT August 2019 – March 2020
Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
Ensure Linux and Microsoft computers ran efficently, assist in resolving Virtual Machine issues and Citrix issues
Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
Enter commands and observe system functioning to verify correct operations and detect errors.
Refer major software problems or defective programs to devolopers for service.
Develop training materials and procedures, or train users in the proper use of hardware or software.
Jr. Salesforce Administrator | Incomm| West Valley, UT January 2018 – December 2018
Assist with migrating the American express Salesforce instance to Incomm.
Created fields, Created records
Created page layouts, buttons, and rules
Verify data using VLOOKUP.
Act as a back-up CSR, assisting callers with transactions and failures
Assist customers prepaid debit cards registration via website and phone
Perform other assigned duties as needed
Technical Support Analyst | 3M HIS | Murray, UT January 2015 – January 2018
Provide support for the 360 e and HDM products.
Troubleshoot issue with HL 7 messages in Ensemble routing, Web Server issues with IIS and Apache Tomcat
Network communication issues using tcp/ip tools (PING, TRACERT,etc) Fiddler, Wireshark, Netmon
Perform basic Database queries in MS SQL environment, troubleshoot API issues, JSON messages
Software updates for 3M software and Windows updates on servers using remote access software.
Tier 2 Support Analyst | Good Technology | West Valley, Utah August 2011 – January 2014
Provide first line support for Good Technology products.
Assist in Good server installation for both Exchange and Domino email server versions.
Assist in Mobile Device issues ranging from unable to open file types to software installation errors on Android, IOS ,and Windows mobile devices.
Assist Premium level customers with problems with configuration issues, Domain permissions in an Active Directory/ LDAP environment. email system maintenance, Mobile Device Management. Assist with problem analysis and resolution.
Create feature requests and knowledge base articles for Knowledge Centered Support (KCS) system.
Asssited in devolping and maintaining KCS system and CRM Platform.
Provide advanced support for cases that was advanced from Tier 1 support and determine if issue was resolvable at the Tier 2 level or if it was a software defect.
Ran log analysis on server and device logs and used tools like Grep to find errors in the log files.
Freelance Computer Consultant | Tim’s Computer Service| Riverdale, Utah February 2008 – August 2011
Perform virus removal
Computer repair of Hardware and Software.
Network connectivity issues
Advise of best software and hardware to meet small business and individual user needs
Provided phone support and on-site services
Technical Support Analyst | Taxworks | Kaysville, Utah September 2008 – February 2009
Supported TaxWorks 2008 – TaxWorks 2006 Software.
Provide phone support for incoming calls.
Answered questions about functionality and use of software.
Assist with software installation problems with Windows PCs.
Analyze possible defects in software and provide escalation as needed.
Operations Technician | Solera Networks| Lindon, Utah March 2008 – June 2008
Supported all aspects of manufacturing and operations activities and served as an interface between Solera Networks’ Operations, Engineering teams and the box manufacturer.
Built and configured a PXE server on Fedora 8.
Created MPI documentation for procedures on installing the Solera Networks Appliance’s Operating System and hardware configuration.
Created BASH shell scripts for automating set up and testing steps.
Worked with Engineering to create kickstart file for PXE installations.
Recreate production problems, identify hardware defects, and interface with development staff to resolve.
Using the VI and TCPDump functionality of Linux ran packet captures for testing where I was able to view the actual file containing specific IP information, proving the network traffic was captured and stored on the appliance. Contribute written documents to knowledge base for internal and external consumption.
Quality Assurance Tester | GE Health Care| Salt Lake City, Utah February 2007 – February 2008
Ensured that surgical products worked reliably and correctly as per design specifications and FDA Good Manufacturing Practice standards.
Verified problems that were present or have been resolved, using specific rigid procedures and methods in compliance with FDA standards and regulations.
Tested the software and user interface of the GE OEC premium digital mobile imaging system (“C” arm X-ray machine),
Verifying reported problems are present or have been resolved, using GE’s RUS (Remote Utility Suite) and RUT (Remote Utility Tool).
Reported issues using Rational’s ClearDDTS program. Ran tests created in the DOORS server program.
Installed the OS for the digital mobile imaging system and re-installed the calibration files for the systems via remote administration techniques.
Operated more than 45,000 system tests that included software and hardware, during a three month system verification process.
Recreate production problems,
Identify software defects, and interface with development staff to resolve.
Document cases, and software defects in appropriate tracking systems.
Technical Support Analyst | Unisys | Salt Lake City, Utah April 2006 – October 2006
Provided the first-line of post-sales telephone technical support of hardware, systems, sub-systems and applications for customers and employees in a highly procedural environment.
Created documentation of issues and steps to support callers.
Answered basic questions about installation, operation, configuration, customization, and usage of assigned products and software.
Applied basic diagnostic techniques and remote desktop to identify problems, investigated causes and recommend solutions to correct common failures, including re-installing software and performing disk maintenance on Windows operating systems.
Supported Active Directory user account access permission requests and new equipment requests or equipment repairs.
Contribute written documents to knowledge base for internal and external consumption.
Juniper SSL-VPN Technical Support Specialist| Convergys | Ogden, Utah October 2004 – February 2006
Phone and e-mail support to Juniper customers with various issues ranging from basic set-up and configuration questions of the IVE; issues with the SSL-VPN Appliance’s re-writer features and VPN clients.
supported customers with configuring the SSL-VPN Appliance to work with Microsoft’s Exchange server, Active Directory authentication, LDAP authentication, RSA and RADIUS authentication. OWA, Outlook mail programs, and Windows compatibility issues.
Configuring of the SSL-VPN Appliance to be compatible with Citrix server and the ICA files, both custom and default.
Troubleshoot Access Control Lists, Group policies, SAMBA and Active Directory shares, Microsoft Distributed File Shares;
Web based applications and other software as a service (SaaS), and other business tool compatibility issues.
Used Juniper’s Secure Meeting to view issues and assist customers with various programs not working correctly while in the VPN session and configuring WSAM, JSAM, and Network Connect VPN client lists.
Supported customers with upgrading the SSL-VPN Appliance software and troubleshooting issues from upgrades. Created documentation of customer issues and resolution methods used.
Recreated customers issues in a test environment, escalate “bugs” in software following defined procedures for documenting and reporting issues.
Supported Return Merchandise Agreement procedures.
Read Packet Sniffs and Proxy server logs to determine port usage, protocols, communication methodologies, and network conflicts.
Recreate production problems, identify software defects, and interface with development staff to resolve.
Document cases, and software defects.