it operations technician resume example with 13+ years of experience

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

Seasoned, results driven IT Service Management oriented team player with more than a decade of experience in relationship management, streamlining business operational processes, and provided Champion service and support in projects for industry leading organizations. Proven success in managing multiple priorities while improving revenue objectives. Continues to offer prompt, efficient and courteous service, all the while ensuring that the company's policies and procedures are observed.

  • Enterprise Management
  • Service Operation
  • Service Transition
  • Active Directory
  • Leadership
  • Time Management
  • SaaS
  • IaaS
  • People Management Skills
  • Excellent Customer Service
Work History
04/2023 to Current IT Operations Technician Glanbia Plc | West Haven, CT,
  • Instrumental in providing on-site and remote end-user technical support and operational work related to endpoint technologies.
  • Applies IT service management tools and CMDB information to resolve incidents, identify problems though pattern recognition, and contribute to root-cause analysis using critical thinking skills.
  • Partners with IT lifecycle process owners to ensure alignment and consistent and effective delivery of ITSM processes to create proper documentation.
  • Performes as a key point of contact for 400+ Attorney's and partners across 6+ nationwide offices.
  • Proactively utilizes IT service management Tools and CMDB information to resolve incidents, identify problems through pattern recognition.
  • Identifies the onset of a crisis situation and initiates crisis management protocols to remediate the issue and restore firm productivity.
  • Oversees IT hardware assets to ensure that they are properly catalogued and inventoried on a regular basis, and maintain technical and functional familiarity with all hardware, mobile computing devices, and computer operating systems within the firm.
  • Uses Critical thinking and detailed analysis to identify and implement knowledge base enhancements, support automation, workflow process improvements, and reporting opportunities in a forward- thinking manner.
04/2020 to 01/2022 Healthcare Claims Handler Freight Runners Express | Milwaukee, WI,
  • Achieved the lead of 100% customer satisfactory surveys and recognized as top performer amongst 1500 employees for exceptional performance and contributions to sales growth and client satisfaction.
  • Developed comprehensive benefits packages to improve employee satisfaction and retention.
  • Trained new team members in policies and procedures and offered insight into best ways to manage job tasks and duties.
  • Observed strict procedures to maintain data and plan participant confidentiality.
  • Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
  • Managed 150+ calls a day from physicians, hospitals and patients.
  • Documenter CRM system with all interactions, processed payments and adhered to HIPPA regulations.
08/2010 to 01/2020 Senior Service Management Specialist New York Life Insurance | City, STATE,
  • Thrived in a fast-paced, multi-tasking, customer service-oriented office environment, contributing a high degree of efficient and effective performance.
  • Established quality user experience service such as, stability, reliability, availability, and high level performance by providing technology support to 14,000+ internal users In a call center environment.
  • Built in-depth understanding of
  • Demonstrated advanced knowledge with cloud based software ServiceNow SaaS tool to configure, deploy, and perform updates and Maintenance for continual operational improvement.
  • Delivered excellent presentation and audio-visual support to ensure meeting room technology is maintained to high standards and routinely checked to ensure height levels of availability.
  • Became a IT ambassador for IT, working across the business to provide effective communication on IT matters and built relationships with other teams to ensure effect dialogue between departments.
  • Operated as owner of incident, request, change and escalation processes ensuring high levels of ITIL and ITSM processes, accurate reporting and establishing improvement using SaaS Service Now when required.
  • Increased/ influenced company retention with bar setting phone service tact by 100%.
  • Communicated/reconciled with vendors,stakeholders,contractors, and operations handlers to ensure optimal company functionality.
02/2008 to 10/2010 Flight Attendant United Airlines | City, STATE,
  • Facilitated boarding process by greeting passengers upon arrival to aircraft and providing direction to seats.
  • Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
  • Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
  • Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
  • Mentored new hires, resulting in stronger staff development and increased productivity.

Expected in 08/2023 Certification | Currently Pursuing ServiceNow Certified System Administrator, Chicago, IL, GPA:
Expected in 08/2020 Certification | ITIL Certified, People Cert, GPA:
Expected in 01/2010 GED | Lanier Technical College, Atlanta, GA, GPA:

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Resume Overview

School Attended

  • ServiceNow Certified System Administrator
  • ITIL Certified
  • Lanier Technical College

Job Titles Held:

  • IT Operations Technician
  • Healthcare Claims Handler
  • Senior Service Management Specialist
  • Flight Attendant


  • Certification
  • Certification
  • GED

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