technology operations associate resume example with 19+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

Dedicated IT professional with over 9 years experience. History of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational goals.

  • Office 365 and Microsoft Azure troubleshooting experience
  • Extensive experience with Microsoft Office Suite, Excel, PowerPoint, Word, Outlook, and Web applications
  • Familiarity with ServiceNow platform
  • Proficient with Unix, Oracle and SQL in admin role
  • Experience working with multiple intranet and adjudication platforms including AS400, QL3270, and HBS
  • Highly effective oral, interpersonal, and written communication skills
  • Excellent organization, time management and multitasking skills
  • Superior analytical skills with ability to evaluate, develop, and deliver alternative courses of action
  • Experience with client management, project and program management
  • Team-oriented with ability to work effectively with others
  • Operations and Procedural Knowledge
Work History
Technology Operations Associate, 06/2022 - 10/2022
Wells Fargo , , Tempe, AZ
  • Soley responsible for all employees hardware/software issues at Tempe site
  • Kept inventory of all on site equipment and ensured security software was up to date
  • Ordered new equipment to maintain supply for future needs
  • Communicated with internal personnel to provide status updates for both shipping and receiving dates.
  • Maintained and prioritized to-do-list and followed up to complete tasks on-time.
  • Collaborated with peers and other business areas to leverage best practices.
  • Packaged up damaged goods and shipped these items back to correct supplier.
  • Troubleshot hardware and software issue for Wells Fargo employees, replaced equipment as needed
Senior IT Technical Support Representative, 04/2013 - 11/2021
  • Escalated business critical incidents ensuring any potential business losses were mitigated
  • Handle a high volume of complex inbound calls from clients, vendors and internal colleagues
  • Lead a team of 10 agents ensuring they stay on task and assisted them with higher level issue to ensure fast resolution
  • Took escalated calls from agents to ensure quickest resolution for clients
  • Trained, coached and prepared new agents to become productive members of the team
  • Monitored these agents on a daily basis using Avaya CMS to ensure that they adhere to scheduling and perform all necessary job responsibilities according to schedule
  • Troubleshoot software that was not working properly such as Microsoft office, Snag It, Adobe reader, etc
  • Admin for access for over 100 applications
  • Submitted new knowledge article requests for undocumented issues to ensure the team has most up to date information available.
Desk Sergeant/Armorer, 01/2003 - 05/2013
US Air Force , ,
  • Directed all patrol units to incidents as they occurred, documented all information
  • Processed all paperwork accrued during shift to include citations, robbery reports, etc.
  • Commanded patrol units during crisis situations ensuring everyone is where the need to be when they need to be there
  • Provided base leadership with updates on major incidents as they occurred
  • Maintained accountability of keys to critical buildings ensuring only authorized personnel were granted access
  • Patrolled base and surrounding area for criminal activity staying vigilant for threats
  • Created and maintained schedules for flights of 100+ Airmen while adhering to strict guidelines of Air Force policy
  • Supervised 12 Airmen, conducted annual Enlisted Performance Reports
  • Maintained and accounted for base armory inventory, safeguarded weapons, ammunition and explosives
  • Gave daily briefing to base leadership on each day's most relevant events.
ITIL Foundation Certified: , Expected in 2014
Pink Elephant - Scottsdale,
Status -
Associate of Applied Science: Applied Science Criminal Justice, Expected in 2012
Embry Riddle Aeronautical University - Online,
Status -

GPA: 3.5

Computer Concepts College Course, Microsoft Excel, Access, PowerPoint: , Expected in 2007
Airmen Leadership School - ,
Status -
High School Diploma: , Expected in 2001
Westview High School - Avondale, AZ
Status -

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Resume Overview

School Attended

  • Pink Elephant
  • Embry Riddle Aeronautical University
  • Airmen Leadership School
  • Westview High School

Job Titles Held:

  • Technology Operations Associate
  • Senior IT Technical Support Representative
  • Desk Sergeant/Armorer


  • ITIL Foundation Certified
  • Associate of Applied Science
  • Computer Concepts College Course, Microsoft Excel, Access, PowerPoint
  • High School Diploma

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