Operations Center Technician Resume Example Federal Bureau Of Investigation

OPERATIONS CENTER TECHNICIAN

Professional Summary

Three plus years of progressively higher level graduate education with Masters in Economics and Business Administration with emphases on analyzing economic and business data, drafting (strategic) plans, budgets and analyzing Big Data.
• Held management and supervisory responsibilities at various levels and delivered results in business and administrative contexts, identifying objectives, drafting plans, and executing for on-time and effective outcomes.
• Managed, drafted, and deployed strategic and tactical plans to improve operations and set new directions based on priorities, compliance, and operational necessities.
• Applied qualitative and quantitative techniques to perform data analysis, text interpretation, and charting using statistical programs (e.g., JMP, SPSS, SAS, Eviews, Atlas.ti, Nvivo, SAP Hana, Tableau, ARIS, and Excel) for a variety of purposes, such as exploring data warehouses, making forecasts, formulating strategies, designing productivity and workflow solutions, and drafting organizational, operational, and administrative procedures.
• Recommended operational strategies by conducting program assessments, operational performance reviews, and cost/benefit analyses; conducted trend analysis to assess impact of issues and related variables, recommended optimal solutions, and provided forecasts.
• Performed financial and performance (cost/benefit) analyses to draft budgets, quarterly/half-yearly (business/departmental) plans consolidating balance sheets,
analyzing income statements, and preparing cash flow statements using various accounting software, such as SAP and Quick Books.
• Used qualitative and quantitative analytical techniques including work measurement, task analysis, productivity, charting, organizational design, workflow diagrams, and the application of basic statistical measures to make efficiency recommendations.
• Drafted and managed project plans based on PMBOK and PMI methodologies, and various project management software packages, such as MS Project.
• Led teams using leadership abilities and applying facilitation skills to inspire members and led change by communication and collaboration.
• Presented and addressed complex information to a variety of audiences and stakeholders resolving problems and conflicts which resulted in cooperation and the least amount of dissension.
• In-depth knowledge of computer operating systems, procedures, and diagnostic or troubleshooting techniques, and knowledge of precedent situations to isolate and solve unusual and difficult problems.
• Demonstrated agility in complex and fast-paced environments by delivering results on-time, in budget, and within scope.

Work History

Operations Center Technician | 12/2018 to Current
Federal Bureau Of Investigation - Los Angeles, CA

Serve as the shift lead in the absence of the first line supervisor. Maintain shift stats and provide stats to the chain of command. Troubleshoot and regularly field questions regarding policy and procedures. Train new personnel with operational procedures and administrative tasks. Review written communications to ensure consistent, clear, and error free correspondence.
Screen the 24 hour telephonic complaints, inquiries, tips and emergencies from the general public. Orally communicate with the general public and law enforcement personnel to gather pertinent information and provide guidance on emergency and non-emergency situations. Collaborate with local, state, or federal law enforcement agencies in order to ensure an appropriate response to emergency situations. Provide federal, state, and local partners with informational support of tactical responses and intelligence gathering.
Present and share information collected with executive management, supervisors and employees. Prepare a daily shift brief for management including Critical Incidents that occurred during the shift, Crisis Response Deployments, Scheduled
Deployments, Current Operations, Radio Channels in use, Upcoming [Operations, NCIC requests completed, Threat to Life Guardians, Duty Agents assigned, Guardian Leads, Alarm Issues, Radio Console Issues, CMOC equipment issues, Telecommunication Issues, and Miscellaneous.
Apply methods and techniques to handle difficult telephonic complaints and inquiries from the public, displaying tact and diplomacy as the contact point with the public. Communicate with victims and conduct an assessment. Reinforce the victim's ability to make choices regarding possible courses of action. Provide crisis intervention which are directed towards de-escalating a situation. Direct the victim to the appropriate agency.
Liaison between executive management and responders on scene. Receive and document information about the status of emergency responses. Communicate orally and in writing to professionally disseminate information to all levels of FBI
personnel with any situation that may arise. Notify SIOC of critical incidents occurring within the area of responsibility.
Assist FBI personnel, and other law enforcement personnel from a wide variety of local, state and Federal law enforcement agencies and the general public. Serve as liaison with non-FBI personnel and as a central Point-of-Contact for Field Office communications.
Prioritize all incoming emergency and non-emergency communications and identify the proper level of response pertaining to the situation. Analyze and determine the appropriate jurisdiction and services to be rendered. Manipulate, organize, evaluate and disseminate the information to the appropriate agency as determined. Initiate the deployments of assets by providing information to the crisis response coordinators of CRT, ERT, HERT, SABT, SWAT, WMD, and etc.
Evaluate threat to life (TTL) situations and dispatch the appropriate level of response to locations. Determine any critical further information and notify respondents accordingly.
Reach Judgment based decisions through an overlay of knowledge and experience. Find alternative solutions when common solutions fail. Use nonstandard controls when standardized operator controls and procedures do not isolate and solve problems.
Assemble, collate, and process raw data from a variety of field reports, files, and other communications as well as Intelligence Community reports, commercial databases, interviews, and miscellaneous reference material. Determine the significance, validity, and reliability of all data with the goal of producing
logically detailed written reports for circulation within the FBI. Develop detailed reports in the form of Guardians, and other non-investigative formats. Relay that information for follow-up analysis and/or investigative operations.
Apply analytical and evaluative techniques to identify, analyze, and resolve issues or problems of an operational, procedural, or factual nature across field office operations. Research, gather, interpret and translate reports for case agents. Critically analyze information and documentation from varied sources regarding
subjects. Analyze and assess data to identify subjects; use data and policy as a guide to ensure appropriate prioritization resulting in organizational compliance.
Conduct complicated searches of various FBI database systems, other Government agency systems and/or private industry systems, and public sources to locate any data regarding a particular subject/topic and independently research, analyze, and communicate the information to compile a profile of the subject matter.
Compile a subject line up of six individuals with similar physical attributes to help identify the subject of major cases. Manipulate a wide variety of complex specialized automated information sources including FBI, local, and state law enforcement databases and commercial computerized information systems. Databases include: Accurint, Lexis-Nexis, Consolidated Lead Evaluation and Reporting (CLEAR), National Crime Information Center (NCIC), Consolidated
Criminals History Reporting System (CCHRS), Cal Gang, Cal Photo, Coplink, Dataminr, Data Integration and Visualization System (DIVS), Law Enforcement Archival Reporting Network (LEARN), License Plate Reader (LPR), and National Law Enforcement Telecommunications System (NLETS).
NCIC: Enter, Modify, and Cancel Wanted Persons, Securities, Articles, Missing Persons and Firearms in a timely manner.
JDIC: Ability to research and analyze Driver License Data, Vehicle Registration, Automated Boat Systems (ABS), Automated Firearms Systems (AFS), Wanted Persons Systems (WPS), Securities, Missing Persons, Criminal History Inquiries (CII & FBI), and INS requests.
Properly monitor, operate, and respond to a variety of situations with the help of security equipment. Interpret emergency alarms at locations, assess the nature of the emergencies, and dispatch appropriate responses to these incidents. Monitor surveillance cameras for suspicious activity and take appropriate action within policy and procedures. Monitor all radio channel communication including TAC and dispatch appropriate emergency forces.
Proficiently read and respond to 10-minute HITS and Be-On-Lookouts (BOLOs). • Maintain division wide situational awareness and a list of current operations during each shift and monitor the radio channel in use by the operational squad. Provide investigative, technical, and administrative support to all Counterterrorism, Counterintelligence, Criminal and Crisis Management operations. Maintain a real time list of Special Agents on duty from every squad. Disseminate the Duty Agent schedule to the Los Angeles Field Office.
Monitor the computer and radio operation to maintain the flow of messages through a computerized telecommunications relay system.
Record and log all activity received and transmitted throughout the shift. Log all searches of Subjects, Vehicles, Firearms, and Residential Addresses with the corresponding case file
Prepare and process all appropriate paperwork and documentation for the FBI and other local, state, and federal law enforcement agency personnel as required. Scan and upload law enforcement sensitive documents and attach to corresponding the files/logs. Provide information, recommendations, and conclusions; as well as resolving problems, collaborating in research projects and providing guidance to requesters.
Knowledgeable in COOP procedures and well versed in Domestic Investigations and Operations Guide pertaining to the Crisis Management Operation Center.
Maintain Virtual Command Center (VCC) with current information. Initiate Crisis Log and recall personnel for crisis responses. Create and maintain SharePoint based Investigator Website.
Monitor the local news to disseminate relative information to appropriate personnel. Draft and distribute CT overnight watch news daily.
Update the LAFO General and Emergency Directory.

Administrative Membership Coordinator | 08/2015 to 09/2016
Burbank YMCA - Burbank, CA

Adjudicated any member related conflicts and engaged in reconciliation practices
Engaged as a First Responder in complex situations and scenarios
Communicated with the members through email, phone, and in person
Contacted members with issues regarding their monthly fees
Provided direct assistance services to persons who have suffered financial losses
Managed the financial assistance program and interview families to determine financial eligibility
Approved any additional financial assistance needed
Modified, upgraded, or canceled membership accounts
Supervised, led, and counseled twelve membership staff employees
Motivated the membership staff to actively promote membership sales
Coordinated and organized membership promotions and special events
Coordinated and conducted monthly meetings for the membership department
Tracked, forecasted, and monitored the membership departments budget of $1.5 million
Executed end-of-day accounting and refunds/exceptions
Authorized and issued membership refunds
Stimulated individual sales reports to develop sales goals for each membership staff
Gathered, researched, analyzed, and evaluated formation and statistical data from varied sources to identify trends
Conducted analysis to assess the impact of new systems, procedures, and programs
Formulated strategies, recommendations, and forecasts to achieve results and anticipated potential problems
Prepared and delivered oral and written briefings to the executive management regarding issues and problems
Conducted meeting with the membership staff monthly to communicate assignments, organization's strategic plan, mission, vision, values, and goals to the team
Identified, balanced, and distributed workload
Contributed to membership sales
Utilized a variety of coordinating, coaching, facilitating, consensus-building, and planning techniques to accomplish assigned tasks
Explained team goals and objectives to team members and assisted the team in organizing tasks to accomplish those goals
Planned, coordinated, and arranged staff outreach events to strengthen staff relationships
Encouraged membership staff to improve sales
Interviewed potential candidates for the membership sales position
Processed membership billing, financial assistance, and cancellations
Coached and trained oncoming membership staff
Delegated assignments to membership staff
Proposed new marketing ideas to attract more membership sales
Created and changed the membership staff schedule
Created reports on team performance, progress and training needs of the individuals led
Instructed employees in specific tasks and job techniques and formulated written instructions and reference materials to refer back to
Worked under general supervision of the director by having defined objectives, priorities, and deadlines
Reviewed completed work for technical soundness, appropriateness, and conformity to policy and requirements
Represented the team during executive meetings with the director
Reported to the supervisor periodically regarding individual work accomplishments, problems, and work processes

General Manager | 05/2011 to 01/2015
Kids Castle USA - Burbank, CA

Planned, assigned, monitored, and appraised job duties and results
Managed and resolved conflict in appropriate ways
Generated sales and contributed to delivering customer-focused activities
Contributed to and accountable for company sales
Planned, coordinated, and carried out assignments and handled problems and deviations in the work assignment according to instructions, policies, previous training, or accepted practices
Oversaw, managed and maintained mechanical machines, arcade machines, and the roller coaster
Managed the Kids Castle Cafe which included six cooks and twelve waitress
Responsible for the store's revenues, customer complaints and issues, order and peace inside the store
Maintained work systems, procedures, and policies that enabled and encouraged the optimum performance
First responder to incidents and unusual situations
Demonstrated communication skills, manual dexterity, a pleasant personality, and patience at all times
Opened additional facilities and closed those when performance was under par
Scheduled the staff and monitored payroll
Monitored, analyzed, and reported company finances
Interviewed potential employees
Marketing and Event planning
Inputting customer personal confidential information into the data base
Prepared reports and maintained records of staff accomplishments
Accomplished staff results by communicating job expectations
Developed, coordinated, and enforced policies, procedures, and productivity standards

Skills

Call center operations
Call center operations background
Call center customer service
Call center processes
Conflict resolution and problem solving

Emergency response
Economics & finance, language proficiencies (English & Armenian), technology (data analytics), program & project management, leading teams and change, strategic and
operational (budget) planning & execution.
National Crime Information Center (NCIC), National Law Enforcement Telecommunications System (NLETS), Social Media, Skype, Facebook, Snapchat, and Instagram.
Operations Center Subject Matter Expert (SME)

Software & Databases

Proficient with a variety of software (platforms) and software development tools, such as Windows 10, MacOS; created content with the Adobe CC software for editing photos and web sites. Developed software using amongst others BBEdit.

Microsoft Office (Excel, Outlook, PowerPoint, Project, Publisher, SharePoint, Teams, Visio & Word)

Accurint

Alarm Monitoring System

California Law Enforcement Telecommunications System (CLETS)

Cal Gang

Cal Photo

Consolidated Criminal History Reporting System (CCHRS)

CopLink

Consolidated Lead Evaluation and Reporting (CLEAR)

CLEAR License Plate Reader (LPR)

Data Integration and Visualization System (DIVS)

Dataminr/First Alert

Google Drive

Guardian

Joint Automated Booking System (JABS)

Justice Data Interface Controller (JDIC)

Lexis Nexis

Law Enforcement Enterprise Portal (LEEP)

Parole Leads

Sentinel

Virtual Command Center (VCC)

Certifications

Sentinel Crisis
Aspiring Leader Training
Advanced Open Source Intelligence Exploitation
Basic Incident Command System for Initial Response
Basic Open Source Intelligence Exploitation
Briefing Fundamentals
Business Grammar: Sentence Construction
Business Grammar: The Mechanics of Writing
Business Writing: How to Write Clearly and Concisely
Basic Presentation Skills: Delivering a Presentation
Basic Presentation Skills: Planning a Presentation
Continuity of Operations (COOP) Awareness
Dealing with Irrational Customers and Escalating Complaints
Developing the Right Attitude for Performing under Pressure
California Law Enforcement Telecommunications System (CLETS) Full Access Operator
Introduction to the Incident Command System
Introduction to the National Incident Management System
Introduction to COMSEC
Introduction to Information Security
Interpersonal Communication: Listening Essentials
National Response FrameworkUsing Strategic Thinking Skills
FYI: Sentinel Overview
FYI: Sentinel Document Workflow
FYI: Sentinel Search
Special Events Program Overview
Social Media Fundamentals

Education

California State University - Los Angeles - Los Angeles, CA | MBA05/2019

Consulting Project: Talk to Me Speech Therapy Clinic

California State University - Los Angeles - Los Angeles, CA | Master of ArtsEconomics, 12/2018

Option: Global Economics
Thesis: Income Tax and Marriage Rate: Evidence from the United State and Italy

California State University - Northridge - Northridge, CA | Bachelor of ArtsEconomics, 12/2016

Minored in Finance

Resume Overview

Companies Worked For:

Federal Bureau Of Investigation
Burbank YMCA
Kids Castle USA

School Attended

California State University - Los Angeles
California State University - Northridge

Job Titles Held:

Operations Center Technician
Administrative Membership Coordinator
General Manager

Degrees

California State University - Los Angeles - Los Angeles , CA | MBA
California State University - Los Angeles - Los Angeles , CA | Master of Arts
California State University - Northridge - Northridge, CA | Bachelor of Arts

Operations Center Technician Resume Example

Resume Score: 80%

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