7 steps to build a better resume

7 Steps to Build a Better IT Resume

Created by HyperClique Career Coaching

Authors: Lori Smith & Sean Smith

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Email at [email protected]

Copyright@2005 by HyperClique Career Coaching of 21

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Table of Contents Table of Contents................................................................................................................ 1 7 Steps to Build a Better IT Resume................................................................................... 3

Cross your T's… Dot your I's. - Avoid grammatical errors, spelling errors and punctuation errors. .......................................................................................................... 3 Short and Sweet. - Include only relevant information. ................................................... 3 Be professional in every way.......................................................................................... 3 Make sure the contact information is correct.................................................................. 4 Prepare an email friendly resume. .................................................................................. 4 This is your only chance to brag! - Sell Yourself. ......................................................... 4 Focus on your strength... education; put that before experience on your resume........... 4

Quick Tips that will help your Resume Read Better .......................................................... 5 Formatting Tips............................................................................................................... 5

Place your name at the top of each page..................................................................... 5 Use bullets................................................................................................................... 5 Use Action Words....................................................................................................... 5 Utilize keywords. ........................................................................................................ 5 Use a standard Word processor................................................................................... 6 Utilize design elements ............................................................................................... 6 Use a laser printer. ...................................................................................................... 6 References available upon request.............................................................................. 6 Attach your cover letter. ............................................................................................. 6

Have your Resume come to life! .................................................................................... 7 List your greatest points first. ..................................................................................... 7 Use positive language. ................................................................................................ 7 Is your objective meaningful?..................................................................................... 7 Use specific examples................................................................................................. 7 Be objective. ............................................................................................................... 7

Resume Workbook.............................................................................................................. 8 Work Experience .............................................................................................................. 10

Job One ..................................................................................................................... 10 Job Two ..................................................................................................................... 11 Job Three .................................................................................................................. 12 Job Four.................................................................................................................... 13 Education .................................................................................................................. 14 Honors....................................................................................................................... 14 Certificates and Licenses .......................................................................................... 15


Appendix A - Resume Templates ..................................................................................... 16


7 Steps to Build a Better IT Resume What do real HR or Hiring Managers in the IT environment looking for? I am focusing on Service Desk Analysts. Over the last year I have seen about 500 resumes and interviewed about 100 people for IT positions – Service Desk, Level I and Level II. Resumes are SO insightful to the writer’s personality, competencies and attitude.

Cross your T's… Dot your I's. - Avoid grammatical errors, spelling errors and punctuation errors. Attention to detail is often a critical component of employment. If you show a lack of focus in your job search that begins with your resume the recruiter may make the presumption you will act similarly on the job. The last thing you want is a recruiter focusing on errors within your resume. Proof read and spell check any document being forwarded on to potential employers. Keep the recruiter focused on what's important… your experience! When I open a resume and the formatting has been ‘messed’ up for lack of a better word, I immediately put the resume in the “Big G” file, for “GOOD Luck at the next place you apply.” The attention to details on the little things is what shows me what you are going to do day-to-day.

Short and Sweet. - Include only relevant information. Use content that is suitable for the job being sought after. Remember, you only have a short time to impress the recruiter so make their decision easier. Tell them what it is that they want to hear. Avoid writing a novel on each point outlining your experiences; keep the details short and to the point. Again your attention to detail and your easy of the writing form demonstrates how you would do your job on a day-to-day bases.


Be professional in every way. Do not write in pen or pencil on the resume. Be professional. Show you put some effort into making your resume effective and pleasing to the reader. If you don't have a computer, rent some time at a full service print shop to make the minor additions. The person looking at your resume may not notice that there isn't any writing on the resume but they will notice if there are foreign marks on the resume.


Make sure the contact information is correct. Confirm this before every resume submission. Don't expect the hiring company to do any research in trying to track you down. This is a surprisingly common problem that is easy to repair with a small amount of proofreading. If you are looking for work in the IT field, you NEED to have an Email Address. When a resume with no email ends up on my desk, the first thing I am thinking “How technical is this person if he does not have an email address?” AND then you must actually check it! I do understand that people go through challenging times that may not lend themselves to having a computer at home. But really that is no excuse! Internet Cafes, Local Libraries and even friends and family all can offer the access you need.

Prepare an email friendly resume. Have both a hard and a soft copy (email version) of your resume. You need to be able to fulfill the requirement of the recruiter. If they ask for an emailed copy then you will need to forward them a soft copy. Although rare these days, there are some companies that don't accept soft copies, only paper copies of your resume hand delivered. Prepare for the possibility of needing good quality paper and a printer.

This is your only chance to brag! - Sell Yourself. Use the resume to brag about yourself and your abilities. Don't forget your goal when beginning a job search. The resume is the first step in personal improvement within the workplace so make sure you sound like a quality candidate to ensure you're one of the best candidates for the interview. Keep in mind the resume will not get you the job, just an interview. Sell yourself enough to get into the interview. Focus on peaking the recruiter's interest by "outlining" your skills; don't use your valuable time describing your work life in great detail. Don't misrepresent your skills. You are always better off being confident in the skills you already possess.


Focus on your strength... Your Experience. If experience is your biggest asset then place that first. Good experience is usually more valuable than education so if the two areas are fairly evenly matched, then place more focus on your experience. Most recruiters spend the high majority of their time on the first page of a resume. Therefore, it's critical you do most of your selling on the first page.


Quick Tips that will help your Resume Read Better

Formatting Tips

Place your name at the top of each page. On occasion pages get mixed up on a recruiter's desk. It's a good idea to place your name in a 10 to 12 point font size at the top corner of each page… just to be sure the recruiter does not lose your information.

Use bullets. This is an aesthetic standard for resumes today, and for good reason: the resume is easier to read, and more pleasing to the eye.

Use Action Words. Start each point with a strong action word. For example, Managed, Designed, Automated, etc. Do not repeat those action words regularly and definitely avoid having the same word repeated in consecutive points. Show your ability to communicate effectively by using a variety of effective action words.

• Developed • Spearheaded • Implemented • Created • Increased • Re-engineered • Initiated • Categorized


Utilize keywords. Utilize keywords from the job description within the resume. When someone writes a job description they will insert important terminology for the job being filled. It makes sorting through your resume easier if they find the right terminology quickly. This is especially important if the resume goes to someone in Human Resources that doesn't have a strong, specific understanding of what the job entails. That individual will spend the pre-screening process matching keywords; if you're missing those words then you won't get an interview even if you are qualified.


Use a standard Word processor. Use Microsoft Word, WordPerfect or Adobe Acrobat so that when you email your resume, it will hold it's format, and so that the recruiter will be able to open your resume from their computer.

Utilize design elements. Use bold and italics for things that you most want the reader to see. This is fairly obvious in that there are two main benefits. The first, once again, is aesthetics. It looks nice to have a variety of text and white space, which in turn makes the resume easier to read. The second point is that it makes information easier to find. The limited time you have to capture the recruiters attention comes into play once more, so the quicker the recruiter can find what they're looking for, the quicker they will decide to interview you. But be careful not to overdo it! Too many type styles can be distracting and ineffective.

Use a laser printer. Or use a high quality ink jet printer if personally submitting your resume. If you need to go to a print shop to get it printed then do so. There is a small but worthwhile cost to show your professionalism. Everything on the resume may be well done and if it looks terrible due to your dot matrix printer, that is where a recruiter could draw an incorrect opinion of you, or at best draw their focus away from important details.

References available upon request. The fact that a job seeker has references is assumed by any interviewer and not a factor in deciding to interview a candidate. Still, it's one of those "traditional" parts of a resume that may distract a recruiter if it is not included on your resume. However, it is rarely a requirement to include a full list of references with your resume.

Attach your cover letter. Send your cover letter with the resume in the same email file. Otherwise it may not be looked at. Some recruiters like cover letters; others don't have a preference. However, it is best to send it in the same file so that it definitely will be seen. The one advantage of placing them in separate files is that it is easier for the recruiter to save the resume by itself within their resume database.



Have your Resume come to life!

List your greatest points first. Use your strongest points first within each job description. Similar to the fact that the recruiter will spend 80% of their time reading the first page of a resume,, they will focus just as much on the first few points of each job description and will often skip the last few points in a job description. Be sure they don't skip the best part of your sales pitch!

Use positive language. Everyone would rather be around someone positive rather than someone negative. While viewing a resume the reader may not notice that you are speaking positively. However, they will definitely notice if you show negativity on your resume.

Is your objective meaningful? Make sure that the objective is clear, focused and to the point. If you don't feel comfortable stating this in a focused manor then leave the objective out of the resume altogether.

Use specific examples. Enhance your point with specific figures including increasing sales percentages, dollars or cost savings (whichever enhances your point better). Terms like "increased sales" are too generic and may be disregarded by the reader. Increased sales by 42% or "seven million dollars" are tangible numbers that will definitely be noticed and appreciated.


Be objective. Have your Career Coach objectively proof read your resume. Sometimes, you need a fresh perspective to pick out things you may not have noticed. Most importantly, ensure the proofreader is someone that isn't afraid to criticize; it may hurt your feelings in the short term but it will help you in the long run. Another beneficial exercise is to give this individual 15 to 20 seconds to read the resume, then, pull it away and ask them which points they picked out in that short time. The ones they notice will likely be the same ones that a recruiter will notice while reading the resume. Finally, ask yourself if those points are the ones you primarily want the reader to see.


Resume Workbook An effective resume is composed of information that employers are most interested in knowing about a prospective job applicant. This information is conveyed by a few essential elements. Some are mandatory others are optional. Mandatory

• Heading • Objective • Work Experience • Education

Optional

• Honors • Certificates & Licenses • Special Skills • References

Heading Although the heading may seem to be the simplest section of your resume, be careful not to take it lightly. It I the first section you prospective employer will see and it contains the information she or he will need to contact you. Objective When seeking a specific career, it is important to list a job or career objective on your resume. This statement helps employers know the direction you see yourself taking, so they can determine whether your goals are in line with those of their organization and the position available. Normally, an objective is one to two sentences long. Work Experience Work experience is arguably the most important element of them all. You will want this section to be as completely and carefully constructed as possible. By thoroughly examining you work experience, you can get to the heart of your accomplishments and present them in a way that demonstrates and highlights your qualifications. Education


Education is the second most important element of a resume. Your educational background is often a deciding factor in an employer’s decision to interview you. Highlight your accomplishments in school as much as you did those at work.


Honors If you include honors section in your resume, you should highlight any awards, honors or memberships in honorary societies that you have received. Certificates and Licenses If your chosen career path requires specialized training, you may already have certificates or licenses. You should list these if the job you are seeking requires them and you, of course, have acquired them; if you have applied for a license but have not received it, use the phrase “application pending.” Special Skills The Special skills section of your resume is the place to mention any special abilities you have that relate to the job you are seeking. You can use this element to present certain talents or experiences that are not necessarily a part of you education or work experience. Common examples include fluency in a foreign language, extensive travel abroad, or knowledge of a particular computer application. References References are not usually given on the resume itself, but a prospective employer needs to know that you have references who many be contacted if necessary. All you need to include is a single sentence at the end of the resume: “References are available upon request.”



Work Experience

Job One Job Title________________________________________________________________

Dates __________________________________________________________________

Employer _______________________________________________________________

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Special Projects __________________________________________________________

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Accomplishments_________________________________________________________

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Job Two Job Title________________________________________________________________

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Job Three Job Title________________________________________________________________

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Job Four Job Title________________________________________________________________

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Education School One______________________________________________________________

Major or Area of Concentration ______________________________________________

Degree _________________________________________________________________

Dates __________________________________________________________________

School Two _____________________________________________________________


Degree _________________________________________________________________

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School Three_____________________________________________________________


Degree _________________________________________________________________

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Honors Honor One______________________________________________________________

Awarding Organization____________________________________________________

Date(s) _________________________________________________________________

Honor One______________________________________________________________


Date(s) _________________________________________________________________

Honor One______________________________________________________________



Date(s) _________________________________________________________________


Certificates and Licenses Name of License_________________________________________________________

Licensing Agency ________________________________________________________

Date Issued _____________________________________________________________

Name of License_________________________________________________________


Date Issued _____________________________________________________________

Name of License_________________________________________________________



Date Issued _____________________________________________________________


Appendix A - Resume Templates


These are several Technical or Customer Support Based Resumes that you can us as examples. A quick search on Google.com or Yahoo.com will supply a plethora of samples or templates.


[Your Name] [Street Address], [City, ST ZIP Code] [phone] [e-mail]

OBJECTIVE

COMPUTER OPERATOR

A position using proven technical skills.

PROFILE

• Familiar with MS-DOS, Microsoft Windows, Microsoft Word, Microsoft Excel, and Microsoft Outlook.

• Knowledge of PC setup and installation, as well as various peripherals, data entry, and file updating.

• Experienced in system-operations training, collections, and customer service.

EMPLOYMENT

U.S. Post Office, Forest Park, IL 1999-Present Parcel Post Distributor

Responsible for various post-office functions, including mail sorting.

A. Datum Corporation, Calumet City, IL 1998-1999 Computer Sales Representative

• Trained staff and customers in computer-system setup and operations.

• Gained excellent experience in system operations and various types of hardware and software.

Woodgrove Bank, Riverside, CA 1995-1997 Collections/Assistant Manager

• Directed and maintained collection operations related to past-due credit card accounts, including credit checks and status reporting.

• Assisted in training and supervising staff in all operations.

Adventure Works, Lansing, IL 1992-1993

Sales Representative

EDUCATION

Ivy Tech College, Gary, IN 1993-1995

Major: Marketing

Courses included business math, marketing, communications, and human relations.

MILITARY

United States Marine Corps, Japan/Korea 1988-1992

NCO Corporal

• Supervised a crew of 10; duties included small-arms inventory and record keeping.

• Earned various awards for excellent service.



[Your Name]

[Street Address], [City, ST ZIP Code]

[phone]

[e-mail]

CUSTOMER SERVICE PROFESSIONAL

Profile • More than 7 years’ successful experience in customer service and support with recognized strengths

in account maintenance, problem-solving and trouble-shooting, sales staff support, and planning/implementing proactive procedures and systems to avoid problems in the first place.

• Possess solid computer skills. • Excellent working knowledge using both IBM and Mac systems; Lotus 1-2-3, Microsoft Excel,

WordPerfect, Microsoft Word, CT DataTrac. • Ability to train, motivate, and supervise customer service employees. • A team player, acknowledged as “Total Quality Customer Service Professional.” • Develop plan, conduct audits and variance analyses, process payroll and payroll tax reports and

filings, and maintain/update accurate inventories.

Synopsis of Achievements • Increased customer retention by 19%, from 72% to 91%. • Reactivated 9 key accounts ($253K/year), utilizing persuasion/mediation skills. • Proactive planning led to notable increase in morale in all departments. • Created customer satisfaction survey, drastically reducing potential problems.

Wide World Importers, Newport, RI 1995 - Present Employment

Customer Service Representative

• Work with 28 sales professionals covering 2 states (Rhode Island and Connecticut), responsible for more than 3,800 individual and corporate accounts.

• Support sales reps in opening new accounts and upgrading existing service. • Quickly and effectively solve customer challenges. • Maintain quality control/satisfaction records, constantly seeking new ways to

improve customer service.

Michael Sean Ray, Public Speaker, Newport, RI 1990 -

1995

Client Support • Worked with nationally acclaimed trainer and public speaker in booking

programs. Work entailed heavy cold-canvassing, working with speakers bureaus, and following up on referrals.

• Instrumental in igniting revenues from $58K in 1990 to $686K in 1995. • Received Red Ribbon Award from National Speakers Bureau for outstanding

work. • Helped position Ray to land VP position with national seminar group.

Education Elm Tree Junior College, Providence, RI 1990

Associate of Arts: Communications & Public Relations



SHARON SALAVARIA 123 Main Street • Addison, Illinois 98109 • [email protected] •

425.555.0139

QUALIFICATIONS SUMMARY Highly personable Customer Service Professional with over eight years of experience in account management, claims and sales processing, and call-center operations within the travel, insurance, and entertainment industries.

♦ Talent for identifying customer needs and presenting appropriate company product and service offerings.

♦ Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business.

♦ Track record of assisting in the design and implementation of reporting procedures that reduce labor costs and improve customer-satisfaction ratings.

♦ Expertise in resolving escalated customer service issues. ♦ Secured numerous company achievement awards for delivery of exceptional customer service. ♦ Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft

PowerPoint®, Microsoft Access, and Microsoft Outlook®).

PROFESSIONAL EXPERIENCE BLUE YONDER AIRLINES – Addison, Illinois 2000 to Present Customer Care Lead (2001 to Present) Serve as Customer Care Lead for a major airline with flights to 204 domestic cities in 46 states as well as 42 international cities in 26 countries.

Promoted to lead team of 15 employees in daily call center operations. Collaborate with Customer Care Manager to create strategic plans to enhance customer satisfaction. Provide employees with tools to maintain and increase service levels to both internal and external customers. Work closely with other departments to promote sales contests, clarify information, and distribute reports. Gather, analyze, and report daily/weekly/monthly sales and service statistics.

• Contributed to increasing Miles membership by 10% by assisting in execution of aggressive sales plans.

• Instrumental in improving customer-satisfaction ratings through suggestion, development, and implementation of new reporting procedures.

• Increased employee knowledge by assisting with development and implementation of product-awareness program.

• Enhanced employee performance and attendance through daily mentoring, one-on-one discussions and motivational strategies.

• Received outstanding positive comments from team members on employee reviews, as well as exceptional feedback from senior management.



Customer Service Representative (2000 to 2001) Recruited to provide top-notch service to both internal and external customers. Processed airline ticket orders, answered questions, responded to concerns, and alleviated delicate situations with professionalism and sensitivity. Assisted Training Manager in creating and updating training materials. Prepared weekly reports for Customer Care Supervisor.

• Selected to coach and mentor new customer service representatives for opening of new call center.

• Achieved perfect score on all phone monitors throughout tenure. • Received Customer Service Award for outstanding track record of positive customer feedback.

HUMONGOUS INSURANCE – Addison, Illinois 1998 to 2000 Customer Advocate As Customer Advocate, handled claims processing for a leading insurance and financial services provider.

Investigated and resolved customer concerns in collaboration with respective agency and other departments. Prepared written responses to Department of Insurance inquiries. Provided measurement on volume and trends to determine agency education needs and improve customer satisfaction and retention.

• Participated in implementing new paperless process, resulting in streamlined operations. • Dramatically enhanced customer-satisfaction ratings by expediting all claims and ensuring a high

degree of accuracy.

GRAPHIC DESIGN INSTITUTE – Addison, Illinois 1995 to 1998 Customer Service Representative Served as Customer Service Representative for a not-for-profit corporation hosting local performing arts organizations, films, touring performers, and community events.

Interfaced with customers to identify needs, field questions, and facilitate ticket sales. Provided show and venue information, completed monetary transactions, and resolved issues as needed. Coached and mentored new employees in customer-service processes and company policies.

• Played key role in reducing labor costs by recommending staff scheduling changes.

• Received numerous accolades from senior management for consistently providing excellent service and tactfully resolving sensitive issues.

EDUCATION AND TRAINING Associate of Arts in General Studies • NATIONAL COMMUNITY COLLEGE – Addison, Illinois



HyperClique ~ Career Coaching Power Tools to create a highly Successful IT Career.

In your FREE Conditional Consultation you will be given a thirty minute full value coaching session so you can experience what coaching is like and the difference it can make in your career. Before the end of the call you will experience an Infusion of Pure energy that you will allow you to Empower yourself to successful career.

At the end of thirty minutes you will be invited to go forward with the recommended coaching program. If you see the benefit of being coached, you can register for our eight-month coaching program right there on the call. If not, we will part friends and I will hold a vision of success for you.

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Expiry Date: Dec 31st, 2005

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