shift lead resume example with 16+ years of experience

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

Hardworking employee gifted at reviewing team tasks to assure quality. Engaging and personable coach and employee trainer successful at maximizing team productivity. Consistently recognized for hard work, attention to detail and goal achievement.

  • Operations monitoring
  • Staff education and training
  • Strong verbal and written communication
  • Quality Issue Identification
  • Audit Assistance
  • Data security
  • Deductive reasoning skills
  • Dependable and Responsible
  • Record Reconciliation
  • Attention to Detail
  • Data Analysis
  • Data Entry and 10-Key
United States Air Force Biloxi, Mississippi, Expected in Certificate of Completion : Communications Computer Systems - GPA :
United States Air Force Biloxi, Mississippi, Expected in Certificate of Completion : Air Traffic Control - GPA :
Work History
Securitas Security Services Usa, Inc. - Shift Lead
San Antonio, TX, 09/2019 - 12/2021

• Coached and Supervised team members.

• Ensured escalated incidents were followed through on and data was collected and reported.

• Assured staff were tasked appropriately and supplied guidance as needed in accordance with operational policies and procedures.

• Assured that staff had access to tools and systems needed to complete duties.

• Ensured onboarding of new personnel was conducted in accordance with policy.

• Provided meaningful hand offs between each work shift.

• Provided quality assurance on accuracy, consistency and reliability to security event data in tickets and reports.

• Documented SOC team processes, oversaw SOC projects and assisted with monthly reporting for the team.

Verizon - SOC Analyst
Forest Hills, NY, 02/2015 - 10/2019
  • Monitored, responded to, and analyzed SIEM alerts from monitoring tools.
  • Provided technical guidance / recommendations to clients to enhance their overall security posture within the managed products.
  • Worked with vendors, outside consultants, and other third parties to improve information security within the organization.
  • Responded to security related tickets escalated from clients, and worked collaboratively with the client to assist in resolving security events.
  • Worked with other IT professionals to resolve fast moving vulnerabilities such as spam, virus, spyware and malware.
  • Monitored security vulnerability information from vendors and third parties.
  • Created Weekly and Monthly Status Reports, including daily technical task reports and contract deliverables.
Datto Corp. - Money Market Specialist
Norwalk, CA, 07/2007 - 01/2015
  • Performed large dollar settlements with Money Market fund companies for daily, end of month, and end of year settlements.
  • Performed reconciliation on all Money Markets funds, ensuring that TD Ameritrade and the fund companies were in balance with each other down to the penny as well as making sure that TD Ameritrade balanced internally amongst our accounts.
  • Mentored and trained associates often on updated or new processes.
  • Wrote new and updated existing procedure manuals.
  • Received cross training into Level 3/Omnibus Mutual Fund reconciliation, which involved the reconciling of numerous mutual funds positions between TD Ameritrade and the fund companies in March 2009.
  • During the crash of the Reserve Funds in September 2008, played a vital role in the reconciliation between the Reserve Funds and the 60,000 clients holding Reserve Fund shares which sometimes required working up to twelve hours a day.
  • Was actively involved in several projects; the largest being the expansion of an existing Money Market product to double clients’ FDIC coverage. This project required many additional hours of work in order to create new reports and new processes needed to support the improved product.
  • Was awarded Top Performer in January 2008 and was inducted into the TOPS (Taking Outstanding Performers Seriously) Officer’s Club in the first quarter of 2010.
TD Ameritrade - Account Services Specialist
City, STATE, 07/2005 - 07/2007
  • Began working at TD AMERITRADE through Noll Human Resources; was then hired on as a full time associate after proving my abilities, work ethic, professionalism, and willingness to work hard.
  • Was responsible for the detailed analysis of forms clients submitted to add account co-holders, remove account co-holders, and adding/upgrading margin and option trading privileges.
  • Processed requests to add Automated Clearing House (ACH) funding to accounts as well as money market, checking, and Visa check card privileges.
  • Processed time sensitive requests for account verifications, which enabled clients to obtain home loans, mortgages, and sponsor family members from foreign countries.
  • Responsible for sending confirmations via email or letter to clients who were offered negotiated margin interest rates.
  • Used knowledge of these work types to mentor several associates who were new to the team or who were being cross-trained.
  • Participated in a demographics testing project prior to conversion with TD Waterhouse, where numerous defects were caught. This allowed for a more seamless integration when client information was moved over from the TD Waterhouse systems.
Company Name - Computer Systems Management Technician
City, State, 03/2003 - 10/2004
  • Facilitated network-wide operating system upgrade from Windows 2000 to Windows XP
  • Installed, configured, tested, and performed quality assurance for Windows systems network wide.
  • Decommissioned outdated equipment, referring devices to appropriate recyclers or disposal personnel.
  • Imaged and prepared new computers for integration into company networks and systems.
  • Oversaw equipment inventory to maintain on-hand availability of necessary replacement parts and consumable goods for the entire base (19,000+ computers and peripherals).
  • Applied knowledge of standard equipment and manufacturer repair guidelines.
  • Refurbished PC systems and peripherals such as monitors, networking equipment, printers and more.
Company Name - Telephone Operations Technician
City, State, 04/2001 - 03/2003
  • Processed local, Defense Switched Network, and special long distance calls for 14,000+ base customers.
  • Managed the Strategic Operations Conference System switchboard and initiated emergency action messages for Offutt Air Force Base as well as 85 associate bases.
  • Resolved after hours help desk trouble calls for 6,600 network accounts.
  • Trained and supervised all third-shift employees.
Company Name - Air Traffic Control Apprentice
City, State, 10/1999 - 04/2001
  • Issued air traffic control clearances, control instructions, and aircraft and airfield advisories supporting over 30,000 annual aircraft operations.
  • Delivered weather updates to pilots to determine if necessary to divert aircraft to different airports.
  • Controlled arriving, departing, and transiting aircraft; separating and sequencing aircraft through visual methods and using tower radar display.
  • Assisted Flight administrative staff with daily office duties.
  • Assisted the survey done by the Terminal Instrument Procedures specialist; plotted numerous flight obstacles and updated Offutt Air Force Base's computerized obstacle database.
Additional Information

Honorably discharged from the United States Air Force with a Top Secret security clearance in 2004 after five years of service.

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Resume Overview

School Attended

  • United States Air Force
  • United States Air Force

Job Titles Held:

  • Shift Lead
  • SOC Analyst
  • Money Market Specialist
  • Account Services Specialist
  • Computer Systems Management Technician
  • Telephone Operations Technician
  • Air Traffic Control Apprentice


  • Certificate of Completion
  • Certificate of Completion

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