Service Desk Manager Resume Sample

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Wallace Schmeler
55699 Cassandra Place,  Chicago, IL
+1 (555) 838 4365

Work Experience


Service Desk Manager
09/2017 - PRESENT
Dallas, TX
  • Successfully influence across an organization effectively leading change, originating ideas and championing and gaining commitment
  • Manage strategy development, work priorities and processes to ensure clear customer focus and input
  • Recognized for high quality and high impact result for self and team within organizations strategic direction
  • Consistently challenges traditional way of doing things in a respectful and collaborative manner – moves beyond the obvious
  • Improve usage of Support resources and increase productivity of the team
  • Communicate with all parties in a constructive manner to guarantee customer expectations are met
  • Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary
  • Interface with appropriate technical personnel for customer problems that cannot be resolved effectively
  • Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements
IT Service Desk Manager
12/2014 - 04/2017
Philadelphia, PA
  • Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests
  • Assist the service desk team in design and development tasks
  • Contribute to the continuity of services by providing the necessary leadership
  • Drive problem investigations and resolution as required
  • Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production
  • Design and maintain process documentation for the service desk team
  • Manage the process of implementing change efficiently and effectively
  • Manage the remote monitoring and management system to ensure consistency and accurate reporting of customer devices
  • Abide by Granite’s Code of Conduct on a daily basis
Service Desk Manager, End User Services
01/2009 - 10/2014
Dallas, TX
  • Feedback’s Priceless - I see more through your feedback
  • Plan, organize, deliver, measure, report and review Service Desk activities to the expectations of the global user community and in compliance with the standards and regulations
  • Measure, review and continuously improve the processes in his/her ownership
  • Contribute to global IT strategy definition and revive in the areas of Support and Service Desk and communicate and implement the changes globally
  • People Focus: Leads a small group of analysts who perform standard tasks
  • Carries out managerial tasks such as resource management, development, talent management, performance management, compensation, retention, replacement and termination
  • Business Results: Improve efficiencies and operations. Conduct performance tracking and responsible for the team performance
  • Conduct capacity and resource planning
  • Possess the ability to create new solutions; our teams and office sizes are continuously growing and processes and procedures evolving

Education


Doane University - Crete Campus
2004 - 2008
Bachelor's Degree in Computer Science

Professional Skills


  • Excellent communication skills, both written and verbal, strong negotiation skills
  • Excellent communication skills, both verbal and written. Good organization skills
  • Demonstrated skillset for writing and enhancing service management procedures Experience developing a Knowledge Management solutions base
  • Excellent relationship skills including significant experience working with executives level
  • Supervisory/Management skills- involving Customer Service skills, Incident Management, Service Desk, Knowledge Management
  • Experience working with ITSM systems like Service Now or Remedy Excellent oral and written communications skills
  • Excellent follow-through, prioritization and organizational skills

How to write Service Desk Manager Resume

Service Desk Manager role is responsible for customer, leadership, technical, interpersonal, training, analytical, organizational, business, listening, organization.
To write great resume for service desk manager job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Service Desk Manager Resume

The section contact information is important in your service desk manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Service Desk Manager Resume

The section work experience is an essential part of your service desk manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous service desk manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular service desk manager position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative Service Desk Manager resume experience can include:

  • Strong organizational, presentation, and client service skills
  • Skill in leading people and getting results with a strong client orientation
  • Demonstrated experience in process re-engineering, team transformation and team building
  • Experience of workload prioritisation and working under pressure
  • Manages vendor relationships based on daily operational needs. PO (Purchase Order) review and approval and manages budget effectively
  • Proven works experience as manager

Education on a Service Desk Manager Resume

Make sure to make education a priority on your service desk manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your service desk manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Service Desk Manager Resume

When listing skills on your service desk manager resume, remember always to be honest about your level of ability. Include the Skills section after experience. Present the most important skills in your resume, there's a list of typical service desk manager skills:

  • Interpersonal skills: such as telephony skills, communication skills, active listening and client-care
  • Excellent written and verbal communication skills, ability to form good working relationships with business users
  • Demonstrated organizational, planning and multi-tasking skills
  • Demonstrated problem solving, decision-making and collaboration skills
  • Proven technical troubleshooting, problem solving, asset management, and people management skills are required
  • Proven skills in taking initiative

List of Typical Experience For a Service Desk Manager Resume

1

Experience For IT Service Desk Manager Resume

  • Learning and Development, to help develop training strategy and help L&D understand future skill needs and priorities
  • Customer Service: Providing excellent customer services by responding to customer enquiries in an efficient and effective manner
  • Sales and Marketing, providing feedback on-boarding customers and input to the overall use and buy experience
  • Experience developing and managing an Incident Management program
  • Experience developing and managing an Change Control program
  • Previous experience creating/implementing a service desk or similar business change
2

Experience For Global Service Desk Manager Resume

  • Extensive infrastructure and application support experience using ticketing and incident management systems
  • Proven track record of developing and providing SLAs and Service Desk deliverables
  • Manage the processing of incoming calls to ensure professional, courteous, timely and effective resolution of issues
  • Solid knowledge and understanding of IT operations, infrastructure and processing systems
  • Experience with operating and maintaining ServiceNow required
  • Strong foundational understanding of IT infrastructure, networking, applications, and operations
  • Experience supporting and driving adoption to cloud services and SaaS platforms
  • Experience managing a Service Desk
  • Experience in systems and application monitoring
3

Experience For Service Desk Manager, End User Services Resume

  • ITIL v3 certification and/or formal training in ITIL/ITSM with relevant work experience
  • Significant experience working with outsourced Service Desk providers
  • Experience in managing the performance of a Service Desk team (10 + members)
  • Experience in managing to KPI and SLA’s
  • Previous experience working for a managed service provider would be an advantage
  • Experience working with multi-vendors via T1, T2/ & T3 resolvers groups and support processes
4

Experience For I.T Service Desk Manager Resume

  • Provide team leadership and strong management of staff, including evaluation and performance feedback
  • Possess strong business relationship development and change management ability
  • Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective framework
  • Reviews survey feedback to improve services, tools and support experience
  • Technology fluent and previous CRM experience
  • Considerable experience working with, and presenting to, executive management
  • Strong process expertise, high business acumen, and a record of building high trust relationships across an organization
  • Proven collaborative approach; openly sharing information and receptive to the ideas of others
5

Experience For Global Service Desk Manager & Key Process Owner Resume

  • Proven track record working with executive management
  • Responsible for effective personnel management, development and mentorship of a team of Service Desk Agents and Team Leads
  • Develop feedback loops to other IT Global Service Desk Support Services to improve computing experience for clients
  • Significant experience in Customer IT Support/ Service Delivery related role
  • Promote IT good practice throughout the Service Desk
  • Analyze IT requirements for users and proactively offer effective solutions and recommendations
  • Experience providing white-glove support for senior management and executives
6

Experience For Service Desk Manager / Specialist Resume

  • Experience with ServiceNow and/or another ticketing system
  • Experience with Windows Imaging solutions
  • Service Desk Management experience
  • Strong business acumen and willingness to learn WWT’s business processes
  • Provide first contact resolution or effective triage and reassignment of all issues and requests
  • Implement effective account administration and Request Management workflows
7

Experience For Group IT Service Desk Manager Resume

  • Facilitate periodic reviews with internal customers for open tickets and prioritize as necessary
  • Provides leadership to establish a strong team environment for optimal customer service
  • Ervice desk support and data center operator experience
  • Experience in an environment that supports Windows 7, Windows 10, AS400, Linux and Mac OS
  • Provide first contact resolution and/or effective triage of all incidents and requests
8

Experience For UK Service Desk Manager Resume

  • Contributing to the development, planning and delivery of new systems, services and reviewing existing systems and services
  • Addressing urgent staffing issues, such as identifying fill-in staff when necessary, and reallocating responsibilities
  • Liaising with & coordinating with suppliers for purchasing, repairs & maintenance matters
  • Providing assistance in troubleshooting technical issues, and liaising with technical support
  • Following escalation and paging procedures to ensure SLAs are being met
  • Meeting or exceeding customer expectations and enabling the perception the customer's positive perception of IT
  • Ensuring an exceptionally high level of service from the team and managing performance against SLA’s and individual goals
9

Experience For CA Service Desk Manager Resume

  • Tracking open tickets and monitoring ticket progress per SLA, close ticket items when resolved
  • Providing Support and Services to Users, Seeking to Resolve as Many Calls as Possible
  • Working with ICT and the Service Desk Team to evaluate the need for inclusion of customer service via telephone and/or online chat
  • Working with ICT and the Translations Team to access the use of automated translations systems
  • Being available to assist Service Desk analysts out of hours where required
  • Monitoring random calls to improve quality, minimize errors and
  • Managing introduction of new services to the Service Desk
  • Ensuring Service Desk team are following correct processes and procedures as defined by the ITIL framework
  • Providing hands on support when required
10

Experience For WRS Service Desk Manager Resume

  • Focusing on continual improvement of service levels and services provided
  • Undertaking management of Service Desk projects as required
  • Working closely with the Infrastructure team to ensure resolution of escalated incidents and requests in a timely and efficient manner
  • Maintaining and continued development of the MV IT knowledge base for all end users
  • Understanding of KPI metrics and how to drive performance based on data

List of Typical Skills For a Service Desk Manager Resume

1

Skills For IT Service Desk Manager Resume

  • 3+years Services Desk experience or equivalent combination of education and work experience including strong people management skills and business acumen
  • Strong interpersonal skills with experience in a large multi-national environment
  • Proven self-starter with strong organizational skills
  • Demonstrated metric-driven management approach, and strong analytical skills
  • Previous Service Management experience within a multi-disciplined Operational environment with a proven track record of having demonstrated key IM competencies
  • Handle all administrative tasks and strong multitasking skills
2

Skills For Global Service Desk Manager Resume

  • Strong leadership skills, driving a performance management culture
  • Possess strong MS Office skills, particularly in MS Excel and MS PowerPoint
  • Drive to succeed; strong ownership, exceptional organisational skills and a programmatic delivery approach
  • Good communication & customer service skills
  • 9) Strong communication and interpersonal skills
  • Excellent written, oral, and interpersonal communication and presentation skills
  • Strong focus on deadlines and highly developed time and project management skills
  • Previous experience in effectively leading a team of employees
3

Skills For Service Desk Manager, End User Services Resume

  • Excellent organizational, interpersonal, facilitation, critical thinking, written and verbal communication skills
  • Any equivalent combination of education, experience and training that provides the required knowledge, skills, and abilities
  • Excellent Stakeholder Management and communication skills up to Exec Level – written and verbal
  • Excellent organization and supervisory skills
  • Demonstrated commitment to learn and stay updated in technology skills/knowledge
  • Excellent customer service mentality and skillset
  • Strong people management skills with a focus on staff development
  • Strong communication, customer service, and troubleshooting skills
  • Strong technical skills applicable to a Service Desk environment
4

Skills For I.T Service Desk Manager Resume

  • Excellent communication skills, both spoken and written to interface with and influence all levels in the business
  • Performance Management - excellent people skills, the ability to lead, manage, coach and support your team
  • Strong leadership skills to lead an insourced and outsourced team
  • Strong analytical skills and the ability to manage multiple projects simultaneously
  • Outstanding communication skills required, both to internal and external customers
  • Coaching – the ability to effectively coach, guide, instruct, motivate and provide honest conversations with the team
  • Strong experience in developing and maintaining accurate Management Information and metrics
  • Proven experience managing relationships with Offshore teams ranging in numbers from 15-30 Fte
  • Demonstrated experience managing technology incidents or events and supporting root cause analysis
5

Skills For Global Service Desk Manager & Key Process Owner Resume

  • Customer level facing communication skills
  • Demonstrated experience and knowledge of Windows, UNIX, and Linux operating systems
  • 3) Demonstrated experience managing a staff of 15 or more service desk personnel
  • Proven experience working with remote teams
  • Prior experience running a 24 7 operational function, preferably an L1 function such as Service Desk or Operations
  • Have team leadership experience and demonstrable experience of managing a regional Service Desk in the context of a multi-site delivery environment
  • Attention to detail and able to escalate effectively
  • Mentors others effectively and owns their own development
6

Skills For Service Desk Manager / Specialist Resume

  • Exceptional interpersonal skills; the ability to engage and motivate colleagues
  • Specific professional experience or 5 years' of technical or vocational experience in End User Support
  • 7) Strong knowledge and experience with Enterprise IT Service Desk ACD, IVR and other telephony systems
  • Exceptional customer service and communication skills- helpful and calm under pressure
  • Ensure all customer issues are dealt with swiftly and effectively
  • Strong reporting experience and ability to provide accurate metrics both according to schedule and ad hoc
7

Skills For Group IT Service Desk Manager Resume

  • Demonstrated knowledge and experience ITIL Framework required
  • Hands-on experience developing efficiencies to continually improve SLAs and end-users IT experience
  • Demonstrated experience managing projects to completion HDI Support Center Manager certification
  • People management experience with proven track record of delivering on objectives and focus on customer service
  • Respond effectively to rapid change, delivering appropriate solutions or alternatives to time critical milestones
  • Exceptional analytical and process improvement skills
  • Demonstrated progressive technical experience
  • Proven IM/IT leadership experience
8

Skills For UK Service Desk Manager Resume

  • Experience in Service Desk and implementation experience
  • Experience creating and implementing technology processes and methods – ITIL experience desired
  • Demonstrated ability to support and prioritize maintenance of end-user systems and computing technologies
  • Proven experience of building a highly engaged and committed team
  • Work and communicate effectively in a distributed-team environment
  • Exceptional communication and organisational skills with an ability to work under pressure and to timescales
  • Ensures the end-to-end customer experience is positive with a strong focus on removal of manual tasks through automation and use of Self Help
  • Expert skills in Excel, Word, PowerPoint, Lotus Notes
9

Skills For CA Service Desk Manager Resume

  • Proven experience in a similar position of support for users
  • Soft skill proficiency – SKILLED
  • Work effectively as part of the Service Desk team and the wider Corporate IT Services team
  • Strong Active Directory, Exchange and Windows Server 2012 administration experience
  • Strong experience in service management including P1 incident, escalation and change management
  • Evidenced experience managing teams with 10+ direct reports/ Employee engagement scores
  • Solid experience with ServiceNow or equivalent ITSM tool
10

Skills For WRS Service Desk Manager Resume

  • Able to work effectively and independently under deadlines
  • Management experience with at least 3+ years hands-on experience in service desk management
  • Working knowledge, understanding and hands-on experience managing, interpreting and reporting SLAs, OLAs, KPIs and ticket trends
  • Conducting team meetings, communicating recommendations for improvement as necessary and providing status reporting to the Consolidated Service Desk Director
  • Receiving, prioritizing, documenting and actively resolving end user help requests
  • Ensuring the effective day-to-day operation of, and adherence to, the incident management process including roles and responsibilities

List of Typical Responsibilities For a Service Desk Manager Resume

1

Responsibilities For IT Service Desk Manager Resume

  • Intellectual curiosity supported by strong listening and needs-assessment skills and an ability to identify root cause versus symptoms
  • Excellent analytical and problem-solving skills. Initiative to take assignments to their logical conclusion
  • Advanced troubleshooting and problem-solving skills and the ability set priorities, overcome obstacles, and achieve results
  • Proven ability to effectively present to senior management the overall performance and metrics of the Service Desk
  • Strong technical skills and a willingness to learn and adopt new technologies
  • Good communication skills, ability to understand customer issues and resolve them quickly and efficiently
  • Effectively summarizes complex and abstract information to communicate a clear understanding across different audiences
  • Effectively communicate cross-organizationally with a team that includes DoD military personnel, civilians and contractors
  • Define and develop foundational components of a Service Desk - metrics, process, organization, tools, skills
2

Responsibilities For Global Service Desk Manager Resume

  • Proven leadership experience managing a team of desktop and help desk technicians
  • Understanding of business operating workflows and experience translating them into an IT support system
  • Understanding of business priorities and their impact on IS/IT as well as understanding the impact of IS/IT on the business
  • Demonstrating experience in the following areas
  • Escalating priority cases according to the escalation process
  • Managing the effective operation of country centred internal and third party service desks and their support into the customer environment
  • Utilizing procurement experience to involve purchase, installation, and life-cycle maintenance of desktop, laptop, phones, and related equipment and services
3

Responsibilities For Service Desk Manager, End User Services Resume

  • 8) Working knowledge, understanding and hands-on experience managing, interpreting and reporting SLAs, OLAs, KPIs and IT service ticket trends
  • Experience in managing geography separated groups and building high performing teams
  • Strong understanding of ISO 8583 Message flow and VISA's Transaction Quality monitoring tools including Vital Signs and TLC
  • Hands-on experience developing, managing and leading IT Service Desk processes and procedures
  • Experience with asset management, including developing the processes and maintaining accuracy
  • Experience troubleshooting, administering and using Microsoft Windows Enteprise 7 & 10
  • Experience leading or delivering network architecture, datacenter, managed services, and / or IT consulting projects
4

Responsibilities For I.T Service Desk Manager Resume

  • 5) Considerable hands-on experience developing, managing and leading IT Service Desk processes and procedures
  • 6) Considerable hands-on experience creating, routing and tracking service request tickets in an ITSM tool
  • Responsible for timeliness, accuracy and effectiveness of performance measures, reporting requirements and ongoing monitoring to maintain quality
  • Flexibility & Resilience- be flexible and adaptable to the demanding requirements of the role – prioritising and planning
  • Manage the processing of incoming requests to the Service Desk to ensure courteous, timely and effective resolution of end user issues
  • Validate existing offerings in the Service Center to ensure they are meeting the needs of our customers and most efficient
5

Responsibilities For Global Service Desk Manager & Key Process Owner Resume

  • Experience managing large budgets and managing financial acitivies
  • Responsible for assigning and prioritizing tasks and projects to Helpdesk Team
  • Experience of leading and managing an IT Service Desk or IT Service Management function for a global or multi-national organization
  • Experience in interacting with and/or managing service providers and vendors
  • Hands-on experience supporting and troubleshooting LAN/WAN environments
  • Extensive infrastructure and application support experience using Remedy or other ticketing and incident management systems
  • Experience supervising or leading teams or projects
  • Experience providing data and reporting of KPI’s, SLA’s, and trends
  • Experience with managing and implementing technical solutions that require involvement from multiple team members from across the organization
6

Responsibilities For Service Desk Manager / Specialist Resume

  • Experience of configuring and operating an ITSM tool such as ServiceNow
  • Extensive experience with desktop operating systems, including Windows 7 & Mac OS
  • Previous Service Desk management experience desired, especially utilizing the Service Now application utilizing the standard ITIL framework
  • Experience working in a mixed network environment and in supporting client\server applications, Active Directory, network shares and printers
  • Experience working for an international company or managing remote teams
  • Experience managing service desk teams, supporting a requirement similar in size, scope and complexity to this Task Order
  • Experience in streamlining complex global colleague-facing IT processes and services
  • Experience managing a ticketing system such as Samanage, Service-Now, or Remedy
  • Experience managing and developing a team of Service Desk Technicians
7

Responsibilities For Group IT Service Desk Manager Resume

  • Proven track record of developing and providing SLAs and help desk deliverables
  • Experience managing Service Desk queues in a diverse environment including phone, web, and agent alert ticket initiation
  • Experience developing a training program
  • Customer Relationship - owning and developing with your designated customer-base and to deliver excellent customer service and satisfaction
  • Develop an effective and workable framework for managing and improving customer IT support
  • Understand what our customers desire and have the skill and insight to bring that to reality
  • Experienced Service Desk Manager, having managed a technical IT infrastructure Service Desk previously
  • ITIL v3 Foundations training and certification or equivalent experience in ITIL processes
8

Responsibilities For UK Service Desk Manager Resume

  • Proven track record of managing projects on time and within budget
  • Extensive experience managing all aspects of an IT Service Desk
  • Experience Managing a Service Desk, Help Desk, NOC or Call Center required
  • Proven success managing an enterprise level IT service desk
  • Experience working as a member of a team with the ability to share knowledge and help colleagues for the overall benefit of the service
  • Experience in the IT industry managing service desks
  • In-depth knowledge and experience working in an IT Support Service Center
  • 10 – 12 years experience managing a 24x7x365 Federal Agency Enterprise IT Service Desk
  • Hands-on experience managing a Service Desk with no less than 25 Service Desk agents
9

Responsibilities For CA Service Desk Manager Resume

  • Strong technical knowledge of Linux and Windows operating systems
  • Experience working with Operations and business teams to communicate problem impacts and understand business requirements
  • Experience with ITSM platforms using ServiceNow
  • Direct experience running medium to large enterprise service desk (over 25 agents)
  • Proven ability to facilitate mid-to-large sized groups and bring diverse perspectives to unified solutions
  • Experience with development, maintenance, and integrity of Service Desk ticketing software
10

Responsibilities For WRS Service Desk Manager Resume

  • Hands on experience working in Incident, Problem and Change Management disciplines
  • Experience leading a team of level I technicians
  • Broad and strong knowledge of hardware and software including desktops, laptops, mobile devices, and VOIP systems
  • Proven understanding of security principles, procedures, and policies
  • Experience with supervising a technical staff
  • Experience with workforce management planning
  • Experience working with IVRs, Queue management, and other telephony basics
  • Experience developing Service and Business Level Agreements to set expectations and measure performance
  • 1) 8 – 10 years of experience managing a 24x7x365 Enterprise IT Service Desk

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