ตัวอย่าง Resume สถาปัตยกรรม (Architecture) ฉบับที่ 236

Highlights

• Jessica Claire Montgomery Street, San Francisco, CA 94[phone] ◄ [email] QHighly motivated Sales Associate with extensive customer service and sales experience. Outgoing sales professional with track record of driving increased sales, improving buying experience and elevating company profile with target market.
• Senior architecture engineer for mission critical deployments and high value customer escalations on full-client, client-server, multi-tier architecture, and web based applications products covering a variety of operating systems, platforms, databases, and web/application servers Extensive experience in setting up external databases to interact with Business Objects enterprise software. Resolved > 5000 customer issues, primarily on relational databases such as Oracle, SQL server and DB2 Hands on work installing, configuring and establishing the bridge for application and web servers using IIS, Tomcat, WebLogic and Websphere. Executed 1-2 implementations per month Product Development: Dotted line contributor to the Product Group (Vancouver and Paris). Managed the review and validation of new issues, bugs and enhancement requests. Over 30 new enhancement features and critical patches incorporated into the product as result of my work. Responsible for final in-house testing of pre-release BO products such as XI R2 Senior member of the team that brought online Business Objects' first Outsourcing Call Center in India. Managed 10 product support engineers covering all of the Business Objects North American customers for > 3 years. Overseas teams covered 1000 cases a month Responsible for resolving technical escalations Led the Business Objects Product Support team weekly calls and was the final point in the customer escalation path before transfer to Product Engineering team for hot fixes or product enhancements related to issues not meeting customer requirements RISK MANAGEMENT Senior Technical Support Specialist Top product support member with the most number of issues resolved with > 95% customer satisfaction Customer technology manager for new customers - Managed new customers from understanding their environment, installation and support through the first 2 months and transitioned them to general customer support. The effectiveness of managing new customers was evidenced in a 10% higher customer service metrics and 20% less case volume for the company - Subject Matter Expert" in Valley Oak System (VOS) software in < 2 months. Trained and mentored existing and new hires, conducted over 5 workshops to elevate the skill level of the team Developed and improved customer support policies, procedures and documentation and wrote several white papers Achieved 90%+ customer satisfaction rating through successful troubleshooting and resolution of complex escalated issues. Strong customer focus with ability to manage customer expectations acknowledged by peers and managers

Experience

Education

• B.A. Sociology, The University of Western Ontario, London, Canada, 1997 · CcOputer Information Systems
• Computer Information Systems, DeVry University, Mississauga, Canada, 1999 · Oracle Hyperion Planning 11 Certified Implementation Specialist

Skills