operational support technician resume example with 15+ years of experience
JessicaClaire
, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK Home: - Cell: - resumesample@example.com - : - -
Professional Summary
PROFILE SUMMARY
Motivated, resourceful, and results-driven Management and Program Analyst with over 15 years proven ability to efficiently prioritize and manage multiple projects and support C-level executives in fast-paced environments.
Excellent organizational and management skills, strongly developed communication and interpersonal skills with an ability to use discretion and maintain confidentiality on sensitive and proprietary information. Highly adept in team building and leadership, coaching and mentoring, and change management. Possesses excellent organizational and time management abilities.
Executive management, Personnel, Written communication
Filing, Policies, Composition
Forms, Pricing
Forth, Process Improvement
Government, Processes
Work History
03/2016 to Current
Operational Support TechnicianUs Department Of Transportation – West Columbia, SC,
Provide high-level administrative support to personnel within the Field Office and Resident Agencies
throughout the State of Georgia.
Log and address incoming emails, complaint mail and telephone calls.
Prepare FD-71’s and Guardians for issues that require escalation or further consideration.
Serve as process improvement advocate, with respect to the application of continuous quality improvement
principles and practices; liaise with other counterparts to include government agencies, local and state law
enforcement agencies, private organizations and the general public to communicate information and resolve
complaints.
Answer and route incoming switchboard calls to appropriate personnel within the Field Office.
Determine
which complaint calls are outside of the FBI area of responsibility and forward those calls to the appropriate
agency.
Utilize Dialogic Emergency Notification System (DENS) to send messages to all Atlanta Division
personnel regarding exercise and real-time emergency DENS notifications.
Develop communication standards and reports to identify improved processes and throughput; perform
thorough analysis to identify root causes for failure and made recommendations for solutions.
Consult with management to expediently take process improvement ideas from inception to implementation
using project management techniques.
Maintain situational awareness to ensure continuity of operations.
Maintain contact with internal staff via e-
mail, telephone in person and /or radio by receiving NCIC requests, alarm notifications to ensure the safety of
the buildings, relay situational awareness notifications of personnel out of the building and relay Atlanta
Division phone list changes.
Compose and submit Guardian Reports for domestic and international terrorist threats.
Perform baseline
database checks for Guardian Threat assessments to supplement raw intelligence.
Use multiple law
enforcement sensitive databases and sources to conduct research.
Review, edit and proofread all written
information and forms Ensure that procedural compliance, style composition and typing are correct.
Ensure Field Office personnel are in compliance with GCIC Council Rules.
Created a MS Excel spreadsheet to
track progress and consistently maintained over 94% compliance for the Atlanta Field Office Agents,
Professional Staff, TFOs, Contractors and Interns.
Act as Point of Contact (POC) 80% of the time for operations in the OPS Center in the absence of the Office.
09/2012 to 03/2016
Management and Program AnalystDelaware Tech – Newark, ,
GS 12.
Directed Performance Management matters for Counterterrorism Division (CTD) employees and utilized
HRIS, HRSource to ensure compliance.
Acted as the senior Performance Management Analyst in the Division.
Monitored over 1050 performance records to ensure that personnel files were controlled and accurately
accounted for.
Utilized HRSource to track and manage Performance Management data including promotions, demotions,
removals, WIGI’s, Grade Increases, end of year PAR and Mid-Year ratings, leave balances, and other
performance related information.
Conducted detailed, in-depth analysis of the Performance Management program and present alternatives,
conclusions, and recommendations to executive management.
Presented information and guidance to Executive-level Managers through verbal and written communication
and persuaded them to accept findings and recommendations.
Facilitated training for new supervisors at the
Management Counterterrorism Investigations and Operations (MCTIOPS) Course.
Created information
packets to provide reference material for HRD policies and CTD best known practices.
Developed surveys in
the form of pre-assessments and post-assessments to access audience’s knowledge of subject matter before
and after training.
Acted as SharePoint Content Manager to ensure that information and links on the CTD website were current
and accurate.
Edited content on CTD’s home page as well as individual Unit pages, updated expired links,
updated CTD’s website weekly with the most recent information related to the Division’s management and
organization.
Prepared implementation plans for performance matters and evaluation of policies and
procedures.
Performed a variety of analytical work to compare and project quantifiable data and to suggest
immediate and long-term solutions to issues.
Requested ad-hoc reports and converted data to Excel spreadsheets.
Developed Standard Operation
Procedures (SOP’s) and regulations which streamlined the Performance Appraisal process for the Division.
Managed CTD’s 319 File Disposition project and coordinated with RDU to send out major destruction
requests of 319’s scheduled for disposition.
Created an electronic inventory and labeling system of all 319
files in CTD.
Acted as the Safety and Environmental team member, Secretary and Hall Warden for CTD.
Participated in the
coordination of evacuation drills, acted as the POC for OHSA related issues such as spills, workplace injuries
and other hazards.
Participated in quarterly Safety walk-throughs of all CTD HQ space and logged hazards,
submitted tickets to Facilities Division to remove hazardous items as well as unused furniture.
Clear and
ensured that every corridor remained free of debris in CTD HQ space.
02/2008 to 09/2012
Administrative Assistant IIPethonesty – New York, NY,
Managed claims operations which included: Assigning claims to District Claims adjusters; Approving
settlement draft approvals; Assigning coding errors to Administrative Assistants, processing and coding of
claims and lawsuit files.
Served as the primary contact for Field personnel in the Claims district.
Charged with process assessment and analysis.
Analyzed processes to determine areas for improvement,
increased efficiency and cost reduction.
Streamlined operations by introducing state-of-the-art continuous
improvement methodologies.
Leveraged technical proficiency in handling issues related to computer hardware, software and peripherals
according to established guidelines.
Accurately prepared settlement drafts for insurance lawsuits with amounts ranging from $10,000-$600,000
each month.
Processed incoming drafts for deposit.
Selected by the Regional Vice President of the Claims Department to evaluate and improve the Administrative
Assistant training process.
Created an Employee Training Manual which was used by all Claims
Administrative Assistants.
Flawlessly prepared monthly Claim’s consolidated reports which consisted of statistical claims data for
quality assurance purposes.
Improved quality by maintaining accurate and timely reports on Adjuster’s
claims activity.
06/2006 to 05/2009
Store Marketing AssociateAccessible Space, Inc. – Reno, NV,
Organized merchandise price change activities in a team-based environment.
Used windows-based
application to generate signage for the store.
Displayed promotional items and signage throughout the store to increase customers’ awareness of store
merchandise.
Executed all aspects of promotional and sale set-up including presentation, lettering, signage
on the sales floor.
Assisted in providing an efficient and effective marketing strategy by pricing and signing at the store level.
Followed all directives and corporate guidelines set forth by the In-Store Marketing manager and the
Corporate Visual team.
Handled multiple tasks and engagements simultaneously, accurately and efficiently while meeting deadlines.
08/2006 to 12/2006
Web DeveloperMontgomery Humane Society – City, STATE,
Developed company website to acquire visitors and promote the organization.
Developed ASP.net and HTML
web applications.
Gained working knowledge of the operating concepts of desktop computer hardware, computer software,
peripherals, local area network principles, and the procedures to implement and document changes in
computer systems.
to
Services Supervisor – , ,
(OSS).
Assume administrative and supervisory duties in the OSSs absence.
Ensure
accuracy and completion of assignments and tasks.
Education
Expected in Dec. 2010 to to
Master’s Degree: Business Administration, Management TROY UNIVERSITY - Montgomery, AL GPA: GPA: 3.83, 00 | Credits Earned: 36 Semester Hours
Activities: Member, Gamma Beta Phi Society
Expected in May. 2007 to to
Bachelor’s Degree: Business Administration, Information Systems AUBURN UNIVERSITY - Montgomery, AL GPA: : 130 Semester Hours
Certifications
Office Management
Program Analysis/Management
Information Flow Coordination
Conflict Resolution
Project Management
Key Performance Indicators
Filing Systems
Training/Mentoring
Human Resources Management
Budget Administration
Data Analysis/Protection
Continuous Process Improvement
Affiliations
Briefing Fundamentals May. 2020
Business Impact Analysis and Risk Management Aug. 2021
CID Social Media Exploitation Course Aug. 2019
Communicating with Professionalism and Etiquette Dec. 2020
Excellence in Internal Customer Service Feb. 2013
Performance Appraisal Cycle-All Employee Training Seminar
Open-Source Fundamentals and Open Source, Intermediate Aug. 2019
SharePoint 2010 Training (SharePoint Content Manager) Jan. 2013
Social Media v2 Jan. 2016
Writing under Pressure: The Writing Process Aug. 2020
Managing Project Work (PMBOK Guide Sixth Edition) Jul. 2021
Activities: , Board of Directors, Membership Director, AUM Senator's Lions Club; Member, AUM Information
Systems Club; Technology Fair Judge, Alabama Council for Technology Education, AWARDS & SPECIAL ACCOMPLISHMENTS
Received 8 hours’ Time-Off Award for continually producing exceptional work products, to include
researching information and performing baseline database checks for the creation of guardians and FD-71s to
assisting Special Agents in the field with NCIC requests. Show the upmost competence in handling every task
presented no matter the difficulty level. Provides operational support for the Atlanta Division by working
efficiently and effectively in a high-paced environment. Responds to the varying demands of the division with
professionalism and proficiency for FY 2016.
Received $500.00 Monetary Award for superior performance of work-related tasks and official duties that
served to move forward the mission of the Federal Bureau of Investigation during FY 2018.
Departmental “Caught Ya” Award recipient for May 2019. Awarded for outstanding professionalism,
teamwork efforts, quality of work and the workload carried in support of daily operations. Recognized for
going above and beyond to help the team successfully accomplish departmental objectives; thereby
improving workplace morale.
Received a $250.00 Monetary Award for exemplary work performance for FY 2019.
Received several compliments from customers and visitors for handling sensitive interactions with courtesy,
diplomacy and respect.
Commended by Executive Management, Public Safety Partners, the National Collegiate Athletic Association
(NCAA) and the Atlanta Host Committee for outstanding professionalism and efforts while supporting the
NCAA Final Four Tabletop Exercise in FY
Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.