1. Michael McCollum
8246 South Kenwood Avenue | Chicago, IL 60619 | (773) 255-4103 | Michael.Mccollum60@gmail.com
Enthusiastic A.A.S. in Network Systems Administration candidate eager to offer dynamic IT support, desktop
/ laptop services assistance, and Cisco WebEx application talents toward attaining a growth-oriented role.
PROFILE OF QUALIFICATIONS
• Solutions-focused professional who offers a quick-learning nature to succeed in diverse IT, services
assistance, and customer service areas, including boasting of strong talents in troubleshooting key issues.
• Integral team player who plans, prioritizes, and completes tasks within fast-paced environments, including
exhibiting superior attention-to-detail and sharp analytical abilities to meet complex operational objectives.
• Excellent communicator who seamlessly interfaces among managers, IT peers, end users, and
customers.
EDUCATION, KEY AREAS OF STUDY & TECHNICAL SUMMARY
A.A.S., Network Systems Administration (Cisco Networking Fundamentals Track)
DEVRY UNIVERSITY – CHICAGO LOOP, CHICAGO, IL IN PROGRESS
Cisco Networking Academy – Introduction to Networking w/ Lab
Introduction to Engineering Technology & Information Science • Introduction to Routing w/ Lab
Introduction to Switching w/ Lab • Introduction to WAN Tech w/ Lab • PC Hardware & Software w/ Lab
Voice / VolP Administration w/ Lab • Network Systems Concentrations
Introduction to Scripting & Database w/ Lab • Principles of Information Systems Security
Network Operating Systems – Windows w/ Lab • Network Operating Systems – UNIX w/ Lab
Cisco WebEx • LAN / WAN • Microsoft Office Suite • Windows OS • Mac OS • Social Media • Internet
CAREER HIGHLIGHTS
• Successfully managed a high-volume workload, including resolving an average of 500 inquiries weekly.
• Recognized for job excellence as the “go-to person” for new customer service representatives and / or
particularly challenging customer calls, and became company’s primary mentor / trainer of all employees.
• Capitalized on opportunity to support company in achieving highest customer service ratings, including
earning 100% marks in all categories (e.g. communications, listening, problem resolution, politeness).
• Commended by superiors for punctuality, initiative, enthusiasm, tenacity, persuasiveness, intense
customer focus, and dependability in performance evaluations throughout loyal employment tenure.
• Built knowledge base by completing customer service training sessions to enhance satisfaction rates.
PROFESSIONAL SYNOPSIS
Conferencing Services Support, BLUE CROSS BLUE SHIELD (VIA KELLY SERVICES), CHICAGO, IL 2014 – 2016
• Capitalized on the opportunity to accurately handle wide-ranging desktop and / or laptop support activities,
including facilitating targeted audio conferencing and web converting administration and reporting to meet goals.
• Strategically steered delivery of conferencing services initiatives via critical Cisco WebEx application support.
Systems Technician, AT&T, INC., CHICAGO, IL 2001 – 2012
• Utilized broad scope of industry knowledge and dynamic tech acumen toward directing installation and maintenance
of state-of-the-art digital electronic equipment, including preventing power losses while maintaining up-to-date skills.
Customer Service Technician, SBC COMMUNICATIONS, CHICAGO, IL 1991 – 2000
• Played a vital role in coordinating communications products / services while demonstrating a commitment to
company needs and taking the initiative to cross-train, as well as serving as a backup to customer service techs.
• Generated lucrative sales leads and high sales percentages with a consultative, value-focused service approach.

2. Additional experience as a Maintenance Administrator for Illinois Bell Telephone Company included
proactively resolving customer complaints while managing quality communications and product
representation and cross-training customer service technicians to boost efficiency.