1. MICHAEL L. WADE
732.907.9872 firstname.lastname@example.org 11 Concord Drive, Somerset, NJ 08873-2321
— VERSATILE MANAGEMENT PROFESSIONAL —
Who excels at employer challenges with innovative solutions and process improvements proven to increase efficiency and the bottom line.
Recognized throughout longstanding career for the ability to develop, implement and manage multifaceted policies and procedures.
Who has also demonstrated a proven ability to produce high-quality work, organizational strengths, and exceptional service delivery.
PROFESSIONAL VALUE OFFERED
Leadership and Management Staff Training and Development Process Improvement
Communication & Coordination Problem Solving & Analysis Profit and Loss Management
Desktop Support - Experience with desktop operating systems including Windows® 7 and 8, Ubuntu, Fedora Linux, and Mac OS
X® Extensive application support experience. Knowledge of branded and non-branded PCs, laser printers, laptops, and
peripherals. Proven skills with Windows® 7 and 8, Microsoft Office® 2013 as well as various antivirus applications. Successful
record of timely responses to all inquiries and job tickets.
Interpersonal & Corporate Communication - Key player in applying efficient and effective communication, as well as delivering
the highest level of customer service to diverse clients. Highly skilled in communicating with people outside of the organization,
representing the organization to clients, the public, and other external sources.
Integrity, Persistence, and a Competitive Spirit - Consistently meets deadlines, achieves goals and utilizes measured judgment to
deliver results. Committed to learning, willing to seek information, noted for independent work habits, and serves to produce well-
defined research, to create superior reports, and to hone communications to a high professional level.
Exceptional Motivator and Strategist - Motivates and mentors team members using positive and practical approaches promoting
“can-do” and “hands-on” work philosophies with employees. Broad range of complementary strengths, from vision/strategy and
tactical execution through communication/presentation and ability to gain support for major change initiatives.
Performance Improvement - Asserts that goals assigned are directly aligned with the goals from the organizational plans, and
further refines goals by learning and doing various tasks and job analysis to identify what competencies (knowledge, skills and
abilities) are needed to achieve the goals.
Professional Value Offered
PINNACLE FEDERAL CREDIT UNION EDISON, NJ 2014 – Present
Information Technology Specialist
− Administer servers, desktop computers, printers, routers, switches, firewalls, VOIP telephones
− Administer software deployment, security updates and patches, configure and administer Windows® Server Update Services
− Maintain network servers such as file servers, VPN gateways, intrusion detection systems
− Assign configuration of authentication and authorization of directory services
− Monitor networks to ensure security and availability to specific users
− Install and support LANs, WANs, network segments, Internet, and intranet systems
− Install and maintain network hardware and software
− Ensure network connectivity throughout a company's LAN/WAN infrastructure is on par with technical considerations
− Utilized Oracle VirtualBox® to establish virtual Ubuntu machine to host Security Onion running Snort IDS engine
− Assign routing protocols and routing table configuration
− Perform network address assignment
− Analyze and isolate issues
− Identify user needs
− Evaluate and modify system's performance
DATAWORKS, LLC PARSIPPANY, NJ
2013 – 2014
PC/Desktop Support Specialist
− Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals.
− Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users.
− Monitor SysAid ticketing system and follow timely resolution of all work orders.
− Install, test, maintain, and troubleshoot end user workstations and interrelated hardware and software.
− Recommend and apply solutions, including on-site repair for remote users.
− Monitored and responded to telephone and e-mail requests for technical support.
BANK OF AMERICA PRINCETON, NJ 2005 – 2012
AVP - Banking Center Manager II (2006 – 2012)
− Designed and administered a Microsoft Access® database utilized to manage safe deposit box accounts and client record status.
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2. MICHAEL L. WADE RESUME CONTINUATION
− Drive results on key priorities, sales goals, and client delight while maintaining an operationally sound environment.
− Provide oversight on all operational activities such as; account opening, transaction accuracy, cash handling, etc.
− Observe and provide actionable feedback to each banking center teammate, as well as partners from other lines of business.
− Integrate partners from Home Loans, Merrill Edge, and Merchant Services into banking center routines as appropriate.
− Regularly observe and provide both on the spot and formal coaching sessions as developmental tools.
− Helped improve subpar customer experience scores from the 30% range to in excess of 70%.
− After assuming leadership of the center, achieved sales/acquisition goals for 11 consecutive quarters.
FIRST INVESTORS CORPORATION WOODBRIDGE, NJ 1992 - 2004
Manager (1996 – 2004)
− Proposed and implemented plan to revamp department’s organizational structure.
− Interviewed, hired and managed a staff of 50 full time and 25 seasonal associates
− Prepared and presented annual performance appraisals for all subordinates.
− Reduced employee turnover by 50% as a result of introducing Situational Leadership II and Johari Window concepts.
− Supervised design, production and shipment of all department forms and documents.
− Designed and administered a Microsoft Access® database used to track tuition management program for 1,900 private schools.
− Implemented a customer outreach program which reduced overall client cancellation rate by 37%.
− Developed and presented continuing education workshops for department staff.
Associate Trainer (1995 – 1996)
− Drafted, prepared and conducted training classes which were open to all levels of company personnel.
− Conducted Series 6 training for transfer agency and Compliance Department personnel.
− Selected by senior leadership as liaison to all departments to complete company procedures manual.
− Processed and responded to class action litigation correspondence.
Service Specialist (1994 – 1995)
− Trained, supervised and motivated a team of customer service representatives.
− Created a Microsoft Access® database to track questionable transactions and monitor possible churning by field representatives.
− Scheduled and conducted bi-weekly staff meetings.
− Produced and submitted weekly reports on extremely technical or difficult calls.
− Supervised inventory control on all sales literature, forms and documents for the Client Relations Department.
− Compiled comments from clients and field representatives into a bi-weekly “Suggestion Box” report for senior leadership
EDUCATION AND TRAINING
Information Technology ▪ EVEREST INSTITUTE
Economics ▪ RUTGERS UNIVERSITY
Computerized Accounting ▪ ACADEMY OF PROFESSIONAL DEVELOPMENT
Professional Certifications Professional Affiliations
Microsoft Windows® Operating System IEEE Computer Society
Microsoft Windows® Server Administration International Who’s Who of Professional Management
Continuum Certified IT Expert
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