manager of operations resume example with 15+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
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Professional Summary

Strategic Information Technology Manager skilled in guiding navigation of modern technology. Accustomed to driving efficiency and effectiveness by developing, delivering and supporting strategic plans. Demonstrated skill in translating technical requirements to business solutions. Successful 15 year record of building positive relationships with internal and external stakeholders.

  • Implemented a "Operational Cost calculator" to evaluate internal costs to resolve an incident and problem.
  • Reduced operational alerts by 65 % by streamlining alert operations.
  • Promoted to Process Manager after 2 years with the company.
  • Promoted to Team Manager within 6 months of being promoted to Process manager
  • Promoted to Manager - Incident, Problem & Change Management within 2 years.
  • Supervised team of 15 staff members.
  • Achieved labour saving through effectively helping with streamlining disaster recovery, resiliency, data gathering issues.
  • ITIL Data Operations
  • Major Incident & Problem Management
  • Reliability Engineering
  • Business Operations
  • Customer Relations
  • Customer Satisfaction
  • Strategic Vision
  • Reporting Tools
Work History
Manager of Operations, 08/2012 to Current
Sms AssistChicago, IL,


  • Management KPI Development
  • Data Analytics and reporting for Incident, Problem & Change Management
  • ITSM & ITIL Process Engineering & Governance
  • Global Leader, Mentor- Incident, Problem & Change Management
  • Global Contributor – Service Resiliency and Improvement


  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
  • Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues.
  • Wrote policy, procedure and manuals governing internal IT use.
  • Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
  • Implemented and managed wireless devices, multi-site network infrastructure, business intelligence development and implementation.
  • Act as escalation path for end-customer impacting issues and make determinations of escalating further to teams and/or VPs of portfolios.
  • Manage resolution of complex technical problems, while providing appropriate communications to all involved business partners and key stakeholders, including senior management.
  • Participate with business/stakeholders to address any process improvements.


  • Implemented cost of managing an incident calculator to evaluate operational cost being spent on resolving each incident.
  • Established reports and metrics structure to target persona level conversations.
  • Established Policy, Process and procedures from scratch.
Senior Software Engineer, 09/2010 to 08/2012
Iqvia Holdings IncReading, PA,
  • Deliver value added solution that focus on IT Service Management, Business
  • Transformation and Organizational Change Management based on ITIL best practices that focus on the people, process, technology and information perspectives of providing integrated organization wide business solutions within the IT infrastructure
  • This includes all aspects of ITSM best practices and methods from analysis, through architecture and design, to planning, implementation, and support.
  • Worked with project managers, developers, quality assurance and customers to resolve technical issues.
  • Worked closely with other business analysts, development teams and infrastructure specialists to deliver high availability solutions for mission-critical applications.
Software Engineer, 05/2007 to 09/2010
Cox EnterprisesGoleta, CA,
  • Service-Incident Management(ITIL)
  • Responsibilities:
  • Managing Global Service Delivery Standards for Support Projects
  • Manage onsite/offshore/remote technical support to in house employees/ contractors (via phone, web, Email)
  • Manage first level support for multiple enterprise applications including: Lotus
  • Notes e-mail, calendar/scheduling, archive/replication, MS Office Suite, Page 2 of 3
  • Microsoft Windows XP/Vista/7, and Internet Explorer, MS Outlook; Provide support for Department Specific applications including: Certido, PeopleSoft, and SAP-ESS, iCIMS
  • Enterprise Contact person for Mobile users who work at home, travel, or work from a remote office, using remote console software LogMeIn, Cisco VPN and
  • Cisco NAC Agent
  • Identify and resolve hardware and software application conflicts and routing the incidents based on ITIL workflow.

: Finance, Expected in 2012 to Symbiosis Centre For Distance Learning - Pune,
B.Com: Computer Science, Expected in 2007 to Devi Ahilya Vishwavidyalaya - ,
  • COBIT 5 Foundation
  • Putting ITIL into Practice: Problem Management Techniques
  • ITIL Prince 2 Foundation
  • ITIL V3 Intermediate - Operational Support & Analysis(OSA) - EXIN
  • ITIL v3 Foundation
  • Product Management First Steps
Additional Information
  • Star Player Award 2013
  • Service Excellence & Star Performer 2014
  • Service Excellence and Star Performer for the Quarter 2014
  • Most Valued Person - 2015 & 2017

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Resume Overview

School Attended

  • Symbiosis Centre For Distance Learning
  • Devi Ahilya Vishwavidyalaya

Job Titles Held:

  • Manager of Operations
  • Senior Software Engineer
  • Software Engineer


  • B.Com

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