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It Operations Manager Resume Example

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Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Summary

Intelligent IT Manager with leadership experience in areas such as infrastructure development and management, application support and security optimization. Focused on satisfying customer needs through robust, innovative and forward-thinking solutions. Demonstrated success as an operational leader, articulate communicator and practiced influencer able to collaborate across functions to outline and achieve project targets. Skilled in building solid business solutions based on a range of methodologies and engineering principles. Complex problem-solver skilled in developing proposals, integrating technologies and managing projects.

Skills
  • Special operations capabilities
  • Business development support
  • Team Management
  • Process Improvement
  • Operational Improvement
  • Problem Resolution
  • Trend forecasting
  • Project coordination
  • Infrastructure planning
  • Team Building
Experience
05/2019 to 04/2020
IT Operations Manager Accenture Contractor Jobs Honolulu, HI,
  • Lead and manage multiple tiers of technical support teammates, ensuring the highest possible level of customer service
  • Develop metrics and performance indicators to coach teammates and report to management on the effectiveness
  • Collaborate with other leaders on the IT Infrastructure team to define strategy and design enterprise architecture and standards definitions
  • Maintain open communications and partnerships throughout the business to ensure that teammates across the organizations have their needs met
  • Effectively communicate expectations to team members and stakeholders in a timely and clear fashion
  • Define problem management process including problem tracking system, knowledge base, and metrics reporting that measures productivity of the team and individual performance against SLAs and identifies system problems and training needs of the business users as well as the Support Team.
  • Take personal responsibility for overseeing the team to ensure that all problems are driven to resolution efficiently
  • Lead and mentor a team of support analysts and technicians
  • Manage vendors to evaluate solutions, maintain support partnerships, and negotiate to the price
  • Document systems and cross-training of staff to mitigate single-points-of-failure and ensure business continuity
  • Monitor support call queue and ticketing system to ensure quality resolutions are being provided with excellent customer service
  • Responsible for building organizational capacity related to the problems/resolutions of issues associated products and developing product guides on all systems supported by the business
  • Partner with other members of the IT department to design, build, test, and deploy solutions
  • Evaluates ticket trends to identify opportunities to implement technology or training solutions to lower overall ticket volume
  • Trained, mentored and supported high-performing team, providing regular performance review, feedback and coaching in deficient areas.
  • Contributed to development and evaluation of service level agreements that complied with established operational parameters.
02/2018 to 04/2019
Director of Information Technology Family Health Centers Of Southwest Florida Fort Myers, FL,
  • Developing and overseeing metrics for hardware, software, and storage.
  • Ensuring strategic capacity planning.
    Managing all or part of the IT department, including directly supervising some employees, hiring certain members, and handling employee concerns and performance.
  • Communicating with the technology team and other departments as collaboration require.
  • Determining business requirements for IT systems.
    Coordinating IT activities to ensure data availability and network services with as little downtime as necessary.
  • Overseeing departmental finances, including budgeting and forecasting.
  • Implementing policies that are chosen by executives and reporting back to the C-suite level.
  • Identifying security vulnerabilities and eliminating them with strategic solutions that increase data security.
  • Directing and supporting the implementation of new software and hardware.
  • Identifying and recommending new technology solutions.
    Managing the organization's help desk (internal, external, or both).
    Implement of SLA and Network Disaster Recovery practices.
    Provide strong thought leadership on LTE, Wi-Fi, and other emerging technologies.
  • Analyze various technical solutions and recommendations based on technical and financial merits.
  • Interact with business partners across the organization to identify opportunities and drive growth.
  • Forecast, plan, research and select new technologies enabling the company to attain business goals.
  • Identify and investigate advanced technologies offering company significant technical and financial benefits.
  • Negotiate and manage critical vendor relationships to maximize value and timeliness of external innovations.
  • Mitigated costs while collaborating with vendors to manage inventory items.
  • Analyzed business needs while soliciting customer feedback for process improvements.
  • Created the organization's mission and vision statements that would be utilized by all employees.
  • Assisted company executives during the decision-making process by compiling daily reports to suggest corrective action.
  • Collaborated to create tactical and strategic information systems plans that met consumer needs.
  • Designed contingency planning, formal training and employee development plan to increase staff quality performance.
  • Streamlined decision support reporting process by tailoring methodologies and meeting compliance requirements through implementation and initiative.
02/2017 to 09/2018
Senior Information Technology Manager Marriott International Palm Springs, CA,
  • Oversee 100% of the requests, incidents, and problems. Manages and coordinates urgent and complicated support issues. Act as an escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free-flowing escalation and information within the organization.
  • Determine root cause of issues and communicate appropriately to internal and external customers.
  • Train, coach and mentor IT Service Desk Specialists (Level 1 / 2 / 3) including career development. Oversee staff activities. Builds/obtain (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers; utilizing Salesforce and Remedy BMC
  • Provide data and reporting of KPIs and trends to the IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk a single source of truth and service delivery channel for IT.
  • Monitor and manage phone queue (participating in escalated calls as needed).
  • Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance.
  • Develop an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.
  • Manage the process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility.
  • Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information.
  • Improved operations by working with team members to find workable solutions.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Education and Training
Expected in 05/2015
Bachelor of Science: Computer Science
UoPeople University - Pasadena, CA,
GPA:
Expected in 06/2012
Bachelor of Arts: Business Information Systems
Ashford University - San Diego, CA
GPA:
Accomplishments
  • Created critical KPIs to track and improve on-time delivery, customer issues and safety statistics.

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Resume Overview

School Attended
  • UoPeople University
  • Ashford University
Job Titles Held:
  • IT Operations Manager
  • Director of Information Technology
  • Senior Information Technology Manager
Degrees
  • Bachelor of Science
  • Bachelor of Arts

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