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it operations manager resume example with 17+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
  • :
OBJECTIVE
Experienced and accomplished IT Operations Manager with over 8 years' IT and 10 years Marine Corps experience looking to leverage extensive background as an IT Manager into your organization in an IT Operations Manager capacity.
PROFESSIONAL PROFILE
  • Results-oriented MBA-level professional IT Manager with significant and progressive experience boosting productivity, cutting costs, and fostering efficiency in a multi-office setting; nimble collaborative leader with proven track record of both numbers and employees managed.
  • Dynamic IT leader with problem-solver experience in IT Service, Network Operations and IT logistics, understands all aspects of corporate operations as well as expertise in information systems, cloud environments, SaaS, analytics, management reporting, inventory tracking, accounts receivable and payable.
  • Big-picture visionary with ability to understand how daily operations should align with company goals.
  • Experience creating effective training & personnel development programs while balancing strategic and tactical operations in support of anything "IT" across the west coast.
EDUCATION
MBA: , Expected in 2017 to Northwest University - Kirkland, WA
GPA:
Bachelor of Science: Aviation Management, Expected in 2010 to Southern Illinois University Carbondale - Carbondale, IL
GPA:
CORE COMPETENCIES

Team Leadership, Project Management, Strategic Planning, Motivating & Developing Staff, Budgeting, Vendor Management, Capital Expenditure Planning, Contract Negotiations, Driving & Understanding Metrics

PROFESSIONAL EXPERIENCE
IT Operations Manager, 01/2014 to Current
Accenture Contractor JobsAlbuquerque, NM,
  • Responsible for a staff of 9 and supporting 1500 users across 3 states.
  • Was sought after for the role of IT Operations Manager in order to develop, implement and operate a non-existent IT Service Desk for a company that spans Washington, Oregon and California.
  • Transformed new-hire onboarding by implementing self-service computer packages which reduced support department effort by 20% and expedited time-to-productivity for new employees by 30%.
  • Purchased ServiceNow instance and launched company-wide in under 6 months which resulted in a 35% reduction in tickets as a result of self-service tools made available.
  • Created and implemented network policies which resulted in reducing the support department average time-to-resolution by over 25% and improved our customer satisfaction by 20%.
  • Created and managed to a reduced annual budget of 2 million by implementing lean processes and just-in-time ordering all the while eliminating excessive stock on hand.
  • Identified IT supply vendor deficiencies and changed to a local company in order to build a more robust supply chain and strengthen relationships which additionally reduced computer imaging times and shipping costs by 20%.
  • Designed dashboards for KPI's and metrics that motivated employees to provide better and faster service resulting in increased customer satisfaction.
Network Operations Manager - NOC Manager - Helpdesk Manager - IT Administrator, 01/2004 to 01/2014
U.S. Marine Corps - SergeantCity, STATE,
  • Responsible for a variety of staff depending on the operation or objective (up to 20) and supporting over 2000 users across 3 countries.
  • Supervised the staff of the 1st Marine Air Wing Network Operation Center during a critical operation show-of-force to North Korea where 100% network uptime was maintained to support the General and staff.
  • Managed, tracked and utilized a two million dollar mobile multi-network command center which supported a 45 person staff during Operation Ryukyu Warrior and allowed command & control of all allied forces often in austere environments.
  • Managed the Marine Wing Support Squadron-17 IT Service Desk which operated in Okinawa, Japan, Hawaii and South Korea, was able to draft effective policies which enhanced the security and control of classified network materials.
  • Built IT Service Desk training and turnover procedures in order to enhance onboarding new IT Admins during times of rapid turnover in support of humanitarian disaster relief mission Operation Tomodachi (2011, Japan earthquake and tsunami).
  • Started as a junior network administrator configuring routers and switches for many operations in Okinawa and South Korea where awards were received such as the Meritorious Unit Citation, Letters of Accommodation and distinguished General's coins.

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Resume Overview

School Attended

  • Northwest University
  • Southern Illinois University Carbondale

Job Titles Held:

  • IT Operations Manager
  • Network Operations Manager - NOC Manager - Helpdesk Manager - IT Administrator

Degrees

  • MBA
  • Bachelor of Science

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