Michael Alexander

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Targeting Entry-Level Help-Desk Positions

14 Hart Way

Sometown, NSW

0400 000 000

michael@somedomain.com=

Upcoming X ! Uni"ersity grad#ate o$$ering a strong academic %ac&gro#nd in '( com%ined with e)cellent internship e)perience as a help*des& analyst. +onsistently recogni,ed $or technical tro#%leshooting s&ills #sed to rapidly and cost*e$$ecti"ely resol"e challenging technical iss#es. -#ic&ly learn and master new technology. e/#ally s#ccess$#l in %oth team and sel$*directed settings. and pro$icient in a range o$ comp#ter systems, lang#ages, tools and testing methodologies.

EDUCATIO
X ! UN'012S'( , Sometown, NSW 6.S. in +omp#ter 'n$ormation Systems
Concurrent Employment with studies:

3egree e)pected 14511

789: ;.<54.0

Student !el" Des# Technician =400> to 8resent?: 8ro"ide networ&ing5des&top s#pport and per$orm main$rame and acco#nt maintenance tas&s. 1arned commendations $or teamwor&, $le)i%ility and wor& e)cellence in pro"iding '( s#pport to st#dents and $ac#lty. Sales $e"resentative, 96+ 2etail +o. and 31@ Store =400< to 4010?: Ae"eraged strengths in pers#asi"e comm#nications and cons#ltati"e sales to earn a rep#tation as a top sales per$ormer $or %oth retailers =incl#ding m#ltiple top 10 ran&ings o#t o$ a 100*mem%er sales $orce?.

TEC!
Certi(ications) S*stems) Databases) %anguages) So(t+are)

O%O&'

SUMMA$'

+omp('9 9B, H3' Help*3es& +erti$ied +'+S5'S8@5Cain$rame, Uni), Windows >X5N(540005X854D;, No"ell NetWare, Cac ES Eracle, 9364, 2elational 3ata%ases 0is#al 6asic, S-A, H(CA, 9S8, +SS, +BB, +7', 8erl, Fa"a CS 8roGect, CS 0isio, CS E$$ice, Aot#s Notes

IT E,-E$IE
96+ +EC89N , Sometown, NSW

CE

!el" Des# Anal*st . Intern, 400> to 4010

Handled technical tro#%leshooting within an enterprise en"ironment, incl#ding system crashes, slow* downs and data reco"eries. 1ngaged and trac&ed 8riority 1 iss#es, with responsi%ility $or the timely doc#mentation, escalation =i$ appropriate?, resol#tion and clos#re o$ tro#%le tic&ets. Selected Contributions:

2esearched and de"eloped &nowledge*%ase articles $or Aot#s Notes iss#es, res#lting in an increase in $irst*call resol#tions o$ 40 additional calls per wee& that sa"ed company HI<D ann#ally. 1)ceeded iss#e*resol#tion targets and achie"ed e)emplary c#stomer satis$action scores, consistently scoring %etween >IJ and 100J on all calls =o#tper$orming a"erage o$ >0J?. Handled ;0B technical5mission*critical calls daily and consistently met high ser"ice standards.

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