Manager Of Computer Operations resume example with 20+ years of experience

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

Experienced IT professional with strength in Innovation, Leadership and Strategic Problem Resolution. Proactive leader with strengths in communication and collaboration. Proficient in leveraging Systems Support, Application, and Infrastructure knowledge to promote System Availability, Reliability, Performance and Security. Adept at managing concurrent objectives to promote efficiency and influence positive outcomes. 37 Years of UPS Experience 35 Years Management 22 Years IT Management Airline and IT Project Management (SDLC) – Flight, Aircraft Maintenance, FAA and, IT Infrastructure Management (Servers, Storage, Network, Security, Data, Administration) Application Development, Maintenance & Production Support (BA, QA, UI/UX, Database) Vendor Management CMDB / Application Profiles (ITSM, ITIL) IT Field Support/ Service Desk Business Continuity Planning, Coordination, Disaster Recovery, and Risk & Change Management.

Successful [Job Title] consistently meets or exceeds goals through insightful decisions. Comfortable working with individuals from broad array of backgrounds and cultures. Prepared to lead operations through significant change. Adaptable to changing business needs and market conditions. Demonstrated [Area of expertise] knowledge, team management abilities and decision-making strengths. Certified in [Area of certification] and dedicated to continuous professional development. History of enabling strong profits with well-managed expenses and workflows.

  • Requirements analysis
  • Agile framework
  • Project lifecycle management
  • Project planning and development
  • Advanced problem solving
  • Business process re-engineering
  • Disaster Recovery Methodologies
  • Technical Support
  • Strategic planning
  • Software Development Lifecycle
  • Systems Design Documentation
  • Microsoft Active Directory
  • Staff Management
Work History
12/2013 to 01/2021 Manager of Computer Operations G2 Secure Staff | Seattle, WA,
  • Led and optimized the 7x24 Global Support Operations for UPS Airlines, Worldport Automated Hub, and Transportation Systems including supervision and assignment delegation for 80-member team.
  • Facilitated on-site staff training and developed processes and procedures to reduce both the frequency and duration of systems outages.
  • Managed yearly budget of $5+ Million.
  • Business Continuity and Disaster Recovery Planning Coordination.
  • Performed approval and tracking for all IT related Louisville Changes, Impact Assessment Meetings, Operational Readiness related to the introduction of new technologies, and Problem Facilitation.
  • Ensured the security and availability for all Louisville Computer Rooms (Data Centers, PDU’s, ECU’s, Physical Security Access) and the MDF's, & IDF's.
  • Performed daily direct support of Worldport Automation Systems Computer Operations.
  • This included all processes, configurations, and any troubleshooting required prior to the start, during, and after the end of each Sort Cycle.
  • Led initiative to increase 2nd-Level Support for Package and Airline Systems Globally.
  • This included the creation of new real-time dashboard monitoring and alerts for systems availability of the application and database servers, escalation to other support teams, and direct confirmation and resolution of any issues related to scheduled server jobs as well as critical services on the Windows Server Infrastructure.
  • Develops, publishes, and maintains technology roadmaps in alignment with the Vision and Strategy.
  • Oversees the daily operations and processes for the Information Technology (IT) department and develops comprehensive programs for end-user support that integrates with institutional policies, procedures, and defined support processes.
  • Responsibilities also include organizational and process planning, hiring, staff development & supervision.
  • Key Accomplishments included the implementation of processes and infrastructure to ServiceNow, development of KPI measure performance goals and objectives, established and implemented development program to align organization needs and team members professional goals.

  • Implemented and managed wireless devices, multi-site network infrastructure, business intelligence development and implementation.
  • Coordinated with management teams to plan, develop, align and execute strategies that would meet client's vision, mission and purpose.
  • Worked closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose.
  • Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
  • Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
  • Reviewed and assessed architecture design, implementation, testing and deployment needs to identify project requirements and costs.
  • Led team for software engineering services and supported key clients in development efforts, establishing standards, determining specifications and creating Service and Operational Level Agreements (SLA) and (OLA).
  • Analyzed architecture design, scoping, implementation, testing and deployment needs to define project requirements.
  • Coordinated [Type] projects, defined scope, and managed milestones.
  • Analyzed network security and current infrastructure to assess areas in need of improvement and develop solutions.
  • Played key role in on-going network design, reevaluation and optimization to keep pace with company growth.
  • Communicated regularly with customers concerning data exchange and technology integration.
  • Delivered effective integrations of warehouse management system software applications to centrally manage tasks.
  • Liaised effectively with others to promote on-going network design, reevaluation and optimization that scaled with company growth.
  • Guided implementation of company-wide enterprise security strategy for network and hardware, disaster recovery, data protection and endpoint protection.
  • Oversaw development and implementation of improvements to support and network operations.
  • Facilitated best user experience through continuous support, training classes, webinars, improvements and communication of system changes.
  • Interviewed, hired, trained and mentored [Number] staff by coaching daily, leading performance reviews and offering constructive feedback.
  • Supported implementation of warehouse management system software applications to enable centralized management of tasks.
  • Received and processed stock into inventory management system.
01/2000 to 12/2012 Project Leader / Manager UPS | City, STATE,
  • Led Support and Development for mission critical Aircraft Maintenance Applications.
  • Estimated materials and labor requirements to complete jobs within budgetary and timeline requirements.
  • Evaluated operational trends and made proactive strategy adjustments to maintain alignment between performance and objectives.
  • Managed and lead project life cycles (i.e., project scope, resources, schedule, budget, initiation, start-up, design, building, and deployment) to see projects from beginning to end.
  • Managed and lead systems designs to balance functional and non-functional requirements.
  • Managed and participates in business requirements and then drives functional requirements to ensure cost-effective technical solutions meet stated business needs.
  • Managed and lead Applications Maintenance and Support Activities.
  • Manages resources and people processes to ensure the day-to-day administration of processes and formal procedures.
  • Key Accomplishments included the delivery of the Business Intelligence environment and Digital Documents migration, and implementation of Dangerous Goods Compliance in accordance with FAA and DOT regulations.
  • Create the Agile Business Analyst and PMO office structure, organization, and processes to support business and technical initiatives.
  • Outlined work plans, determined resources, wrote timelines and generated initial budgets as part of project scope determination.
  • Oversaw large portfolio of projects to support teams, report progress and influence positive outcomes for key stakeholders.
  • Analyzed architecture design, scoping, implementation, testing and deployment needs to define project requirements.
  • Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
  • Managed and maintained [Type] environments at corporate headquarters and remote locations.
  • Managed separation of [Type] programs with managed service providers during corporate split.
  • Increased IT productivity, efficiency, agility and responsiveness, leading team of [Number] to design VMware high-availability solution.
  • Managed [Number] project teams in Agile environment, realizing success through application of SDLC methodologies and exceptional leadership skills.
  • Developed project management roadmap to define project objectives, timelines and milestones.
  • Designed, documented and executed system upgrades and patch management using update manager.
  • Developed project plans identifying key issues, approaches and performance metrics.
  • Empowered [Number] project teams for [Type] technical development in Agile environment for $[Amount] IT program.
  • Maintained strict budgetary control on [Type] projects ranging from $[Amount] to $[Amount] and working with project teams to track costs and control expenditures without sacrificing quality.
  • Proposed and implemented system enhancements to improve performance and reliability of storage environment.
02/1985 to 12/1998 Supervisor UPS Operation Management | City, STATE,
  • Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
  • Supervisors include United Way and ISO 9000 coordinator, Budget Planner, and Operation Planner.
  • Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings.
  • Devised processes to boost long-term business success and increase profit levels.
  • Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Communicated with staff, patients and healthcare providers to encourage highest quality of service.
Expected in 1992 Bachelor of Business Administration | Computer Science, Information Systems Management McKendree University, , IL GPA:
Dean List graduate
Project Management Profession Certification (PMP) ITIL Foundation certification 3

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Resume Overview

School Attended

  • McKendree University

Job Titles Held:

  • Manager of Computer Operations
  • Project Leader / Manager
  • Supervisor


  • Bachelor of Business Administration

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