IT Resume Make-Over — Part II

ResumesYesterday, we posted the original version of this job seeker’s resume.  Now, we’re posting a revised version to see if you like our changes.

We discovered that he’s looking for a network support or technician role and is pursuing his CCNA as well as a bachelor’s degree in network management and security. So we wanted to create a forward-looking resume that highlights his related work and educational experiences to help him catapult to the next level. Of course, we need to emphasize his technical skills, explain his recent activities and sprinkle the document with relevant keywords, so it wouldn’t be overlooked during an electronic search. Finally, we wanted to point out his achievements as well as his tasks and duties to make sure he stands out in a crowd. Take a look:

Professional Resume

123 Need A Career Ave Career, MD 00000 (123) 456-789

 Energetic and resourceful Cisco support specialist offering significant troubleshooting experience, security knowledge and the ability to configure and migrate routers and switches across a LAN

 Summary of Qualifications

  • Reduced network downtime by 10 percent while achieving a 90 percent accuracy rating by monitoring, diagnosing and resolving connectivity issues across the LAN
  • Proven track record of improving operations through superior analytical and problem-solving skills
  • Configured and upgraded a substantial Cisco access switch operating system
  • Outstanding communication skills including frequent written and verbal interactions with stakeholders, executives and peers
  • Proficient and diligent documenter



 Operating Systems: Windows 2000/XP/Vista/Windows 7

Software Applications: MS Office 2000/2003/2007, CiscoWorks Local Area Network Management (LMS) Solution, Cisco Security Device Manager (SDM)

Networking: LAN/WAN, TCP/IP

Hardware: Cisco Access Switches (3524, 3500, 3550, 3750 and 3750G) 110 Punch down block, IntelliTone Pro Toner and Probe, Modular Crimper, Punch Down Tools, Fluke DSP-4300 Cable Analyzer with Smart Remote

Industry Standards: Telecommunications Industry Association/Electronic Industries Alliance (TIA/EIA) 568 A/B

Certifications: CompTIA A+ and Network+

CCNA (Nov. 2011)


STUDENT, Career, MD                                  2010-present

Flexible schedule permits full-time employment                                                                                               

CCNA (Nov. 2011)

Active participant in the Cisco online learning community

Bachelor of Science Degree in Network & Communications Management (in progress)

Completed courses:

Computer Applications for Business with lab

PC Hardware and Software with lab

Introduction to Scripting and Databases with lab

Principles of Information Systems Security

Introduction to Networking with lab

Introduction to Switching with lab

Introduction to Routing with lab

Introduction to Wide Area Network Technologies with lab

COLLEGE,New York, NY                                                     2009 – 2010 (18 months)

Cisco Infrastructure Assistant                                                                                       Responded to user requests, diagnosed and resolved connectivity issues and performed daily LAN maintenance while serving as a part-time apprentice to a network veteran at this academically acclimated college affiliated with the City University of New York


  • Reduced network downtime while achieving a 90 percent accuracy rating by diagnosing and resolving network connectivity issues across a LAN
  • Exceeded performance goals by resolving approximately 8 trouble tickets per day
  • Recognized by superiors as “motivated, energetic and a great team player”

Tasks and Responsibilities:

  • Configured and migrated Cisco access switches (3524, 3500, 3550, 3750 and 3750G)
  • Terminated, tested and labeled category 5/6 unshielded twisted pair cabling on a range of medium to large-sized projects in team and solo environments
  • Upgraded Cisco access switch internetwork operating system using Trivial File Transfer Protocol and XMODEM
  • Documented all work relating to Cisco switch, access point and cable architecture

Tools, Knowledge and Skills:

  • Cisco LMS/Cisco SDM
  •  TIA/EIA 568 A/B wiring standards
  • Communications

 ABC Company, Anytown, MD                    2008 – 2008

Customer Support Representative (Temporary position)

Responded to customer inquires, diagnosed problems and resolved program issues for this global payments technology company


  • Increased revenue and customer satisfaction through expert diagnosis and resolution of program-related issues

Tasks and Responsibilities:

  • Responded to customer concerns and inquiries regarding products and services
  • Escalated issues and involved teammates as appropriate
  • Followed-up and communicated on a timely basis

Tools, Knowledge and Skills:

  • Communications, sense of urgency and follow-through
  • Problem diagnosis and resolution
  • Precise decision-making and teamwork

XYZCompany, Anytown, MD                                                       2006 – 2008

Technical Support Representative

Provided technical support to end users for this IT-enabled business process outsourcing company that services G2000 companies


  • Attained top performer status by achieving a 95 percent rating
  • Increased first call resolution by 30 percent
  • Recognized for excellent customer service through a random poll of end users

Tasks and Responsibilities:

  • Supported network connectivity, peripherals and system maintenance
  • Responded to e-mails and phone calls from end users, diagnosed and resolved technical issues
  • Trained and mentored new technical support representative

Tools, Knowledge and Skills:

  • Communications, empathy and conflict resolution
  • Training, mentoring and coaching
  • Technical product knowledge

 COMMUNITY COLLEGE, Anytown, MD           2003-2006

Senior Computer Lab Assistant

Provided technical support and expertise to students attending this outstanding academic institution                              


  • Increased students’ computer skills and software proficiency

Tasks and Responsibilities:

  • Resolved technical issues and offered coaching and tips
  • Collaborated and communicated with staff regarding computer and network issues
  • Installed new computers and peripherals across the campus

Tools, Knowledge and Skills

  • Communication and coaching
  • Windows, Microsoft Office

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