Technical Support
Добавлено: 04 сен 2005, 17:20
Гляньте, плиз, резюме на позицию сабжа.
Собственно, позиция - вот она (под её описание HIGHLIGHTS OF QUALIFICATIONS корректировался):
http://www.acl.com/careers/job_Description.aspx?job=312
Особенно интересуют мнения по поводу терминологии - в принципе, я просмотрела по предложениям, как примерно здесь обзывается то, чем я занималась, и попыталась это применить. А вот что из этого вышло? ...
Плиз, сообщите, если что не так, буду очень признательна.
А если вдруг ещё у кого-то есть знакомые из местной техподдержки, и есть возможность показать данный вариант резюме им для критики - моя благодарность не будет иметь границ
!
OBJECTIVE: ACL Technical Support – English/Italian
HIGHLIGHTS OF QUALIFICATIONS
♦ Over 10 years of experience in providing technical support
♦ Background in structured programming
♦ Strong understanding of data structures
♦ Database experience
♦ In-depth knowledge of the Windows environment
♦ Accounting skills
♦ Good analytical abilities
♦ Quick-learner
♦ Responsible team-player
♦ Ability to work under tight deadlines and changing priorities
♦ Effective problem solving skills, customer-oriented
♦ Effective oral and written communication skills (English/Italian/Russian)
♦ Friendly and confident
TECHNICAL SKILLS
OS: Windows 95/98/NT/2000/XP (9 years)
Databases: Btrieve 6.10/6.15 (2 years), MS SQL Server 2000 (1.5 years)
Pervasive.SQL 7.0/2000 (5 years), MS Access (2 years)
Languages: Visual Basic for Application (2 years), HTML (7 years),
RSL (5 years)
ERP Systems: RS-Balance, RS-Bank (7 years)
Other tools: MS Office 95/2003 (9 years), MS HTML Workshop (1.5 years)
MS FrontPage (1.5 years ), PVCS Tracker (7 years)
PROFESSIONAL EXPERIENCE
Technical Support Manager 2004 – 2005
ABC company (software development company) Moscow, Russia
Oversaw day-to-day activities of the Help Desk
Measured customer satisfaction
Managed staff directly; including scheduling to ensure Help Desk coverage at all scheduled times
Performed daily oversight of all Help Desk trouble tickets; audited the status, completeness and accuracy of the Help Desk trouble tickets
Managed and took the lead in the redesign of the Help Desk support processes, organization, skills profile, and support environment
Accomplishments:
By designing Knowledge Base for clients on corporate website the pressure on Help Desk staff was decreased by 25%
By designing and developing Knowledge Base for staff the average time of problem fixing was reduced by 15%
The customer satisfaction increased by 20% in one year
Environment: Windows 2000/XP, MS SQL Server 2000, PVCS Tracker, RS-Balance, RS-Bank, MS Office 2003, MS FrontPage, MS HTML Workshop, HTML
Technical Support 1997 – 2004
ABC company (software development company) Moscow, Russia
Provided technical support by telephone and e-mail
Created additional reports for clients
Fixed problems with user’s databases
Trained end users and partners personally and in small groups
Formalised client’s requirements to technical documents
Tested software
Accomplishments:
Trained more than 200 people by conducting 20 trainings
Fixed up to 35 inquiries within one business day
Environment: Windows 98/NT, Btrieve 6.10/6.15, Pervasive.SQL 7.0/2000, RS-Balance, RS-Bank, PVCS Tracker, MS Office 95, Java Script, RSL
User Support Technician 1995 – 1997
DEF company (American advertising agency) Moscow, Russia
Provided server maintenance, installed and upgraded workstation software, set up printer sharing, documented any information required for the workstation and creating accounts
Designed and developed customer database
Designed and developed financial and accounting reports
Implemented Internet-search technologies for business needs
Accomplishment:
By designing and developing database of potential customers the number of clients was increased from 10 to 200
Environment: Windows NT/95, MS Office 95, Visual Basic for Application, MS Access
Systems Support Representative 1993 – 1995
GHI company (software development company) Moscow, Russia
Tested software
Presented software at exhibitions
Wrote documentation, instructions and help-system
Installed software
Trained end users
Accomplishment:
Designed and created friendly help-system and step-by-step instruction
Increased software stability by five fold due to careful and all-round testing
Environment: Windows 3.11, MS Word, MS Excel
EDUCATION
Master of Science in Computer Science 1985 – 1993
Moscow State University,
Dept. of Computer Mathematics and Cybernetics Moscow, Russia
LANGUAGES
English (fluent oral and written), Italian (fluent oral and written), Russian (native language)
HOBBIES AND INTERESTS
Chess (won the corporative chess competition in January 2005), playing guitar (folk music), hiking (very beginner)
Собственно, позиция - вот она (под её описание HIGHLIGHTS OF QUALIFICATIONS корректировался):
http://www.acl.com/careers/job_Description.aspx?job=312
Особенно интересуют мнения по поводу терминологии - в принципе, я просмотрела по предложениям, как примерно здесь обзывается то, чем я занималась, и попыталась это применить. А вот что из этого вышло? ...
Плиз, сообщите, если что не так, буду очень признательна.А если вдруг ещё у кого-то есть знакомые из местной техподдержки, и есть возможность показать данный вариант резюме им для критики - моя благодарность не будет иметь границ
!OBJECTIVE: ACL Technical Support – English/Italian
HIGHLIGHTS OF QUALIFICATIONS
♦ Over 10 years of experience in providing technical support
♦ Background in structured programming
♦ Strong understanding of data structures
♦ Database experience
♦ In-depth knowledge of the Windows environment
♦ Accounting skills
♦ Good analytical abilities
♦ Quick-learner
♦ Responsible team-player
♦ Ability to work under tight deadlines and changing priorities
♦ Effective problem solving skills, customer-oriented
♦ Effective oral and written communication skills (English/Italian/Russian)
♦ Friendly and confident
TECHNICAL SKILLS
OS: Windows 95/98/NT/2000/XP (9 years)
Databases: Btrieve 6.10/6.15 (2 years), MS SQL Server 2000 (1.5 years)
Pervasive.SQL 7.0/2000 (5 years), MS Access (2 years)
Languages: Visual Basic for Application (2 years), HTML (7 years),
RSL (5 years)
ERP Systems: RS-Balance, RS-Bank (7 years)
Other tools: MS Office 95/2003 (9 years), MS HTML Workshop (1.5 years)
MS FrontPage (1.5 years ), PVCS Tracker (7 years)
PROFESSIONAL EXPERIENCE
Technical Support Manager 2004 – 2005
ABC company (software development company) Moscow, Russia
Oversaw day-to-day activities of the Help Desk
Measured customer satisfaction
Managed staff directly; including scheduling to ensure Help Desk coverage at all scheduled times
Performed daily oversight of all Help Desk trouble tickets; audited the status, completeness and accuracy of the Help Desk trouble tickets
Managed and took the lead in the redesign of the Help Desk support processes, organization, skills profile, and support environment
Accomplishments:
By designing Knowledge Base for clients on corporate website the pressure on Help Desk staff was decreased by 25%
By designing and developing Knowledge Base for staff the average time of problem fixing was reduced by 15%
The customer satisfaction increased by 20% in one year
Environment: Windows 2000/XP, MS SQL Server 2000, PVCS Tracker, RS-Balance, RS-Bank, MS Office 2003, MS FrontPage, MS HTML Workshop, HTML
Technical Support 1997 – 2004
ABC company (software development company) Moscow, Russia
Provided technical support by telephone and e-mail
Created additional reports for clients
Fixed problems with user’s databases
Trained end users and partners personally and in small groups
Formalised client’s requirements to technical documents
Tested software
Accomplishments:
Trained more than 200 people by conducting 20 trainings
Fixed up to 35 inquiries within one business day
Environment: Windows 98/NT, Btrieve 6.10/6.15, Pervasive.SQL 7.0/2000, RS-Balance, RS-Bank, PVCS Tracker, MS Office 95, Java Script, RSL
User Support Technician 1995 – 1997
DEF company (American advertising agency) Moscow, Russia
Provided server maintenance, installed and upgraded workstation software, set up printer sharing, documented any information required for the workstation and creating accounts
Designed and developed customer database
Designed and developed financial and accounting reports
Implemented Internet-search technologies for business needs
Accomplishment:
By designing and developing database of potential customers the number of clients was increased from 10 to 200
Environment: Windows NT/95, MS Office 95, Visual Basic for Application, MS Access
Systems Support Representative 1993 – 1995
GHI company (software development company) Moscow, Russia
Tested software
Presented software at exhibitions
Wrote documentation, instructions and help-system
Installed software
Trained end users
Accomplishment:
Designed and created friendly help-system and step-by-step instruction
Increased software stability by five fold due to careful and all-round testing
Environment: Windows 3.11, MS Word, MS Excel
EDUCATION
Master of Science in Computer Science 1985 – 1993
Moscow State University,
Dept. of Computer Mathematics and Cybernetics Moscow, Russia
LANGUAGES
English (fluent oral and written), Italian (fluent oral and written), Russian (native language)
HOBBIES AND INTERESTS
Chess (won the corporative chess competition in January 2005), playing guitar (folk music), hiking (very beginner)
Ну хотя бы одно, маленькое ... 
Спасибо, это интересно с точки зрения использования терминологии. Это, я так поняла, искуственно сгенерировано на основе какой-то базы скилсов и экспириенсов?
. Я человек честный, врать ну совсем не умею 
, и если на бумаге ещё можно что-то придумать, то на интервью точно "засыплюсь" на этом. 
. О так от. Удачи...
... это не QA, это тот же программер который пишет скрипты, процедуры, код непосредственно относящиеся к тестированию продукта ... у нас в компании когда работы много снимают их с QA и переводят в Development ... надо просто писать когда эплаишься что конкретно работал в QA и писал для них ...