it operations supervisor operations tech desk resume example with 6+ years of experience

Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

I am efficient in various scopes of IT Operations with over 8 + years of experience in Information Technology. Currently looking to bring my skills and knowledge to a great employer and the continue to advance the company in the best way possible.

  • Business operations management
  • Supervisory abilities
  • Operations monitoring
  • Network operations
  • Troubleshooting network issues
09/2018 to Current IT Operations Supervisor (Operations/Tech Desk) Nextiva | Bridgeport, CT,
  • Oversee the completion of Deployments required for Distribution Center Warehouse.
  • Over see all areas of IT Operations, such as: General Maintenance Reboots of Servers, Network issues related to hardware or software, nightly polling process of stores, technical dispatch, etc.
  • Overseen the configuration project of Zebra Handhelds to get them out to most of our 500+ stores.
  • Handled all delegated tasks, including specialty projects and testing with Supply Chain and Deployment Team.
  • At times oversee over 10 - 16 employees.
  • Perform on-call rotations throughout each month and must be available 24/7 during rotation time period.
  • Improved operations by working with team members and stores to find workable solutions.
  • Improved store satisfaction by finding creative solutions to problems.
  • Performed daily monitoring of alerts that came into Operations email and responded to each alert in timely manner.
  • Worked closely with Project Managers, DBAs, Developers, Network Engineers, Supply Chain (DC), and IT Directors to resolve issues.
10/2017 to 09/2018 IT Operations Associate (Overnight Operator) Harris County | Seabrook, TX,
  • Recognized by management for providing exceptional performance and completing task in a timely manner.
  • Worked closely with team members to develop solutions and meet deadlines.
  • Earned reputation for good attendance and hard work.
  • Supported department by creating training documentation for IT Operations that would help support our team going forward.
  • Volunteered to come in and work when others were on PTO.
  • Troubleshooted with stores regarding peripheral devices.
  • Used command line to complete various task within the polling process for our stores.
  • Fixed TFL Production Reformatter Errors.
  • Rebuild POSLOG data for stores that may have encountered an issue.
  • Perform maintenance reboots and deployment of SDN via Rundeck.
  • Performed daily monitoring of alerts that came into Operations email and responded to each alert in timely manner.
  • Worked closely with DBAs, Developers, Network Engineers, and Tech Desk to resolve issues.
  • Properly worked to stay in compliance with SLA guidelines and standards, when creating tickets and responding to issues.
07/2017 to 09/2017 Customer Relations Coordinator Repair (Tech Rep 1) Spectrum Business Resources LLC (Charter) | City, STATE,
  • Assisted Business customers with calls regarding both billing and network issues.
  • Took and applied payments to customer accounts.
  • Troubleshooted television and high speed internet issues.
  • Diagnose and isolated issues that only dealt with Spectrum scope of support.
  • Added configuration to router/modems and tested network connections.
  • Setup work orders and new install dates for our customers that called into the call center.
02/2016 to 07/2017 Technical Support Representative Jack Henry & Associates Inc. | City, STATE,
  • Troubleshooted servers, printers, end users, or any other areas that may be causing issues for our banks.
  • Maintain and assist in creating users and their roles.
  • Assisted in banking transactions and balancing issues.
  • Effectively communicate to clients and team members in order to get issues resolved in a timely manner.
  • Follow back up with clients in a timely manner to verify issues have been resolved.
  • Worked with IBM products such as iSeries/as400/Green Screen.
  • Consulted via telephone to understand user problems, run through potential fixes and ask probing questions to locate root causes.
  • Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
  • Configured new employee work stations, including all hardware, software and peripheral devices.
  • Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
  • Responded to support tickets when they came in attempts to meet bank satisfaction.
07/2014 to 01/2016 Computer Operator FIS (Fidelity National Information Services) | City, STATE,
  • Worked with in a Linux environment to process overnight banking data.
  • Investigated any errors in computer processing.
  • Monitored ATM network connectivity and sent signals to networks that showed to be offline.
  • Followed steps and procedures to perform general duties within iSeries and other data operation software.
  • Look for any errors or concerns that need to be corrected prior to performing banking updates.
  • Completed task in a desired time frame according to FIS guidelines for each individual Region.
  • Queued and Spooled reports to banks when requested.
  • Submitting job request for banks, when presented.
  • Answering all calls and inquiries concerning bank related information pertaining to errors, removal of files, unlocking of verification utility, ATMs, technical issues and concerns, etc.
Education and Training
Expected in Bachelor of Science | Business Information Systems Indiana Wesleyan University, Marion, IN GPA:
  • Completed coursework: Information Systems and Project and Managerial Database Systems (which could be beneficial to this role).
Expected in 2019 Access 2016 Essentials | IT Pro TV, , GPA:

14 hours completed

Course provided fundamental knowledge regarding the creation of databases with in Access 2016.

Activities and Honors

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Resume Overview

School Attended

  • Indiana Wesleyan University
  • IT Pro TV

Job Titles Held:

  • IT Operations Supervisor (Operations/Tech Desk)
  • IT Operations Associate (Overnight Operator)
  • Customer Relations Coordinator Repair (Tech Rep 1)
  • Technical Support Representative
  • Computer Operator


  • Bachelor of Science
  • Access 2016 Essentials

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