Data Center Operations Team Lead Resume Example

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Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - - -
  • A dedicated Team Lead for Data Center Operations
  • Dedicated and well-versed in analyzing and mitigating risk and finding cost-effective solutions. Excels at boosting performance and productivity by establishing realistic goals and enforcing deadlines
  • A team player and able to lead and motivate team members
  • Have good analytical and problem solving skills
  • Able to resolve complex issues on both PC and Windows based platforms with 19 years experience in handling IT landings/projects, troubleshooting, setup and service requests.

Summary of Skills
  • Microsoft Office expert
  • Windows XP/Vista/Windows 7
  • Microsoft Certified Professional (MCP) 2002, 2012
  • Troubleshooting proficiency
  • Patient and diligent
  • ITIL v3 Foundation
  • Project tracking
  • Budgeting and resource management
  • Decisive
  • Leadership
  • Strong communication skills
  • Continuous Improvement 
  • Windows Server 2003/2008
  • Windows 7, 8
  • ServiceDesk
  • Microsoft Lync
  • ISA/Forefront UAG
  • Windows XP/Vista
  • Microsoft Office proficiency
  • Excellent problem solver
  • Responsible and reliable
  • Windows Server
  • VMware
  • Troubleshooting proficiency
  • Proficient in AVG, Printers, PC Security systems
  • Strong analytical skills
  • Technical help desk experience
  • ​Patch management

  • Exceeded monthly goals by successfully handling more than 30 incident tickets per week.
  • Promoted to Data Center Operations Team Lead
  • Multiple technical awards for work performance.  
  • Performed root cause analysis to identify system errors and improve accuracy by 20%.
  • Received award for customer service recognition and ability to work well with the other team members.
04/2015 to Current
Data Center Operations Team Lead Hcl Technologies Ltd. Cooper, MO,
  • Lead a cross-functional team of 2 Service Availability Managers and 6 Data Center analyst to ensure issues are resolved in a timely manner within SLA and escalation to support teams are contacted with resolutions. 
  • Implement process improvements and drive automation efforts
  • Establish Subject Matter Experts and training plans
  • Lead Data Center Operations project landings, transitions and making sure that all data center operations analyst & service availability managers are trained to support before landings go live.
  • Set individual goals and performance objective, career progress,  training/coaching for all team members to be fully competent on their jobs.
  • Conduct performance appraisal for all team members
  • Involve in maintaining cost reduction , budget expenditure and operational costs for the team
04/2011 to 03/2016
Senior Technical Specialist Air Products & Chemicals City, STATE,
  • Provided thorough support and problem resolution Air Products internal clients globally which include 2 & 3rd level technical support.
  • Troubleshoot boot up, desktop, and connectivity issues for the MS Windows environment including Win2000, Windows XP, Vista, Windows 7, and Server 2008 in the virtual environment, under the Air Products customized Standard Desktop loads, including slow response, errors, blue screens, Security, Internet/Intranet, webcast and office applications.
  • ​Team problem manager to review problem records, approval, workaround and root cause analysis
06/2008 to 03/2011
GI-D Operations Client Tech Lead - Shell Account Hewlett Packard City, STATE,
  • Provide 3rd level technical support to Shell clients global.
  • Assist lower level IT Analysts with non-documented issues and incident escalations
  • Provide basic high-level troubleshooting by verbal instruction or taking ownership of the issue.
  • Involved in storage project’s  moving & migrate user profiles across to new platform involving change management, planning and implementation.
  • Perform script testing for scripts to be deployed globally.
  • Work with Microsoft to resolve issues.
  • Provide technical training to new recruits
10/2004 to 05/2008
GI-D Ops Client engineer Shell IT International City, STATE,
  • Provide 3rd level technical support to Shell clients global.
  • Assist lower level IT Analysts with non-documented issues and incident escalations.
  • Provide basic to high-level troubleshooting
  • Managing testing lab resources & devices.
  • Resolve situation problems and performing duties as a pager holder engineer.
  • Diagnose & troubleshoot client desktop related problems.
  • Problem management manager for team involvement in Global crisis situations.
Expected in 2013
Bachelor of Arts: Business Administration
San Francisco State University - San Francisco, CA

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Resume Overview

School Attended
    Job Titles Held:
    • Data Center Operations Team Lead
    • Senior Technical Specialist
    • GI-D Operations Client Tech Lead - Shell Account
    • GI-D Ops Client engineer