technology operations analyst resume example with 14+ years of experience

Jessica Claire
  • , San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
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Professional Summary
IT Operations PROFESSIONAL PROFILE “Broad expertise in a 24/7 operations environment identifying customer information, solving and processing problems” High performing multidisciplinary technology professional, strategic thinker, organizational and time management skills, proven ability to multi-task, prioritize and pay attention to details in a fast-paced ever-changing environment, ability to communicate with internal and external customers, problem solver with 22+ years of serving clients interested in making their technology work harder. Diverse, overlapping computer operations knowledge making system configurations, solving technical issues, providing customer service, training staff and operating network hardware. Clients (Industries): State of Minnesota Office of Enterprise Technology (Government), St. Paul Postal Employees Credit Union (Banking), Land O' Lakes (Dairy Cooperative), CHS Incorporated (Farming Cooperative), and JP Morgan & Chase (Credit Transaction Monitoring and Batches Transmissions) Areas of Expertise Seasoned Operations Analyst with expertise in Net batch, Control-M Scheduler and Splunk. Excellent organizer, problem-solver and forward-thinking project manager. Prepared to bring twenty years of experience in Technology.
  • Splunk, Edge, Geneos, MIST, Microsoft Office Suite (Word, Excel, Outlook, Access, PowerPoint, Visio); Microsoft SharePoint, Control-M Enterprise & Scheduling Tools, Autosys, Heat, Dropbox, Google Apps, JDE 5, TSO/ISPF/ARS, Netman, Netback 7.5, Tidal, Smarts, Track-It Client 6.5, Ultrafis 18.30, Wintergrate, JES2, CA-7 Database & Scheduling Tools, MVS Job Control Language. Basic XML, HTML, SMTP
  • IBM OS/390, Windows Server, Linux/Unix
  • Microsoft SQL Server 2012
  • HP 9000, IBM Mainframe
  • Microsoft Office Suit, (Outlook, Excel, PowerPoint Microsoft SharePoint, Reporting, Email
  • Tandem/Stratus batch processing
  • HP Service Manager (Incident Management.)
  • ServiceNow Ticket Management
  • Control M Enterprise & Scheduling
  • ITIL Foundation
  • Autosys/ Geneos/ TOAD for Oracle Netcool/Orbital
  • Execute software test plans
  • Document and communicate test results
  • Splunk/Edge/Prognosis, CyberArk (Oracle user management)
  • Net batch
  • AS400, IBM Mainframe, Monitors, SQL server
  • Automation, MVS, Netcool, Stratus
  • Backup, ITIL, Enterprise, Switches
  • Book, JCL, Navigation, T1
  • CA-7, JDE 5, Networks, Tandem
  • Hardware, JES2, Network, Phone
  • Hardware installation, LAN, Onyx, Phones
  • Client 6.5, Linux, Oracle, TOAD
  • Clients, Mainframe, OS/390, Track-It
  • Client, Management, Policies, Troubleshoot
  • Customer service, Managing, POS, Troubleshooting
  • Database, Access, Printers, TSO/ISPF
  • Diagnosis, Excel, Processes, Type
  • Disaster recovery, Money, Progress, Unix
  • Documentation, Quality, VERITAS, HP, Servers, Routers, VPN
  • IBM, Word, Microsoft SQL Server
  • Scheduling, Jira, Confluence
  • Active Directory, CA-7, Customer service, Email, IBM, JDE 5, Access, Outlook, Enterprise, OS/390, Quality, Script, System Administration, Track-It, VERITAS
  • AS400, Hardware, Database, Frame relay, IBM Mainframe, JES2, Excel, PowerPoint, Navigation, Policies, Reporting, SMTP, T1, Troubleshoot, Visio
  • Automation, Hardware installation, Diagnosis, HP, MVS, LAN, Money, Windows, Networks, POS, Routers, Microsoft SQL Server, Tandem, Troubleshooting, VPN
  • Backup, Client 6.5, Disaster recovery, HP 9000, Intel, LINUX, Microsoft Office, Word, Network, Printers, Scheduling, SQL server, Phone, TSO/ISPF, WAN
  • Basic, Clients, Documentation, Open View, ITIL, Mainframe, Microsoft Office Suite, Monitors, Onyx, Processes, Servers, Stratus, Phones, Type, XML
  • Book, Client, Edge, HTML, JCL, Managing, Office, Netcool, Oracle, Progress, Scripting, Switches, TOAD, UNIX
Work History
Technology Operations Analyst, 09/2012 to 09/2020
Lowe'sSaint Charles, IL,
  • Support 24/7 production environment on day-to-day basis.
  • Responsible for monitoring, observing, interpreting console and peripheral equipment messages and serving as liaison between operations and support groups.
  • Take full ownership and timely resolution of inquiries received via phone, email, and internal case transfer from clients and internal partners.
  • Accurate and timely documentation/follow up on all inquiries received.
  • Advocating on behalf of client to ensure client needs are met when working with business partners.
  • Timely escalation of issues, ensuring that defined escalation procedures are followed.
  • Troubleshooting and investigation of client connectivity issues, processing failures, and transactional inquiries.
  • Proactive outreach to clients and internal partners to address processing errors or in support of platform.
  • Run authorizers' queries in Splunk to determine cause of denials.
  • Complete daily task run book.
  • Execute first level monitoring on production and disaster recovery environments.
  • Execute manual eyes-on glass monitoring and responding to all alerts routed to Technology Operations queues.
  • Respond to incidents and adhere to quality standards ensuring data entered meets or exceeds expectations for ticket type.
  • Recommend automation of repetitive tasks, create business cases for development groups to provide needed tools and enhancements.
  • Also responsible for accurate problem identification, recommendation of system or design fixes and global platform maintenance.
  • Manage on-line resources and customer service tools.
  • Incident Management - Point of contact for all Major Incidents.
  • Managing Alerts through Netcool.
  • Coordinate conference calls as required and function in team-oriented environments.
  • Document escalation policies and procedures, control-M job information, merchant contact information.
  • Process submission batches.
  • Run script and queries on SQL server database.
  • Knowledge and Training in Anti-Money Laundering (AML), Bank Secrecy Act (BSA) & Office of Foreign Assets Control (OFAC) monitoring, governance, oversight and regulatory reporting activities in coordination with Compliance and Control team.
  • Merchant (POS) service management using Stratus and Tandem.
Networking Technical Support, 03/2008 to 09/2012
CHS IncorporatedCity, STATE,
  • Developed and tested new product offerings prior to release to assist development team in bug identification.
  • Monitored systems in operation and input commands to troubleshoot areas such as Control M Scripting.
  • Devised solutions to operations issues related to UNIX/LINUX and Active Directory, Splunk and Geneos, working closely via phone, email, live chat and web teleconference, and manages over 35 calls daily.
IT Consultant Technical Operations, 02/2006 to 03/2008
Land O'Lakes IncCity, STATE,
  • Monitors status of all computer systems and networks and recognizes when problems occur with application processing and communications networks.
  • Manage day-to-day coordination of activities of 24/7 platform.
  • Monitor operations and service desk phones and emails and respond accordingly.
  • Log all issues into Assyst problem management tools, to determine problem and resolve majority of issues without escalation.
  • If necessary, escalates accordingly and follows up on issues.
  • Communicate and provide support for international peers and management end users while providing accountability for resolution of problems by documenting and monitoring progress of call and steps being taken and escalating as needed.
  • Work with end users when resolving network related issues, such as: switches, circuits, routers, printers, frame relay, T1s and T3s, etc.
  • Troubleshoot with remote tools to assist global and national end users when needed.
  • Assist global users with connectivity issues, diagnose workstation problems using remote access tools.
  • Exceed acceptable productivity and quality standards while providing physical security of Data Center.
  • Proactively address potential problems and investigate solutions with technology department.
  • Run script to process Control M Jobs, Monitor AS400 and Axiom mainframe production environment.
  • Ensure critical cycles complete on time.
  • Run job requests and put jobs on hold or on ice per developers and run file restores.
  • Work directly with developers, DBAs & engineers to ensure proper problem escalation.
  • Monitored/verified all backup jobs are completed or running on VERITAS and Data Protector.
  • Rerun failed backups or notify proper support.
  • Ensure all critical intel servers and processes are up after scheduled patches are implemented.
  • Monitored Open View and operations phone for any ITO Alert messages and react accordingly by creating heat ticket or emailing support.
  • Perform walkthrough of computer room to discover any noticeable server or other hardware issues.
  • Cooperatively resolve network issues, with switches, circuits, routers, printers, frame relay, Tl and T3s etc.
  • Hardware installation, repair and preventative maintenance of personal computer and related systems.
  • Proactively address potential problems and investigate solutions with technology department.
  • Infrastructure diagnosis of hardware, software, network connectivity, LAN, WAN, dial-up, VPN access in Windows environment.
Certificate: Network and System Administration: , Expected in 06/1997 to - ,
Bachelor of Science: Organizational Administration, Expected in 04/1996 to University of Northwestern - Saint Paul, MN
KRS: , Expected in to Computer - St Paul, MN

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Resume Overview

School Attended

  • University of Northwestern
  • Computer

Job Titles Held:

  • Technology Operations Analyst
  • Networking Technical Support
  • IT Consultant Technical Operations


  • Certificate: Network and System Administration
  • Bachelor of Science
  • KRS

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