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Operations Team Manager Resume

Omaha, NE


TECHNICAL: ZenDesk, SalesForce, Cisco switches & firewall, Netgear, HP, Dell, Lenovo, Apple, Apple Airport setup, LAN/WAN/WIFI setup, Windows OS, Active Directory, MAC OSX, Microsoft Office all versions & 365, VMWare.

DEVELOPMENT: HTML5, Basics of C++/ Adobe Photoshop, Illustrator, Dreamweaver, understanding of Maya, Blender, ZBrush, Unity and Unreal Editor.


Confidential, Omaha, NE

Operations Team Manager


  • Analyze performance results and implement division improvements
  • Coordinate and plan capacity, and assign work for staff. Interface with varying levels of management, clients and staff
  • Perform performance reviews for direct reports
  • Hold division meetings, and is involved in Operations Management meetings
  • Any assignment/project given by the Operations Manager
  • Provide prompt and objective coaching and counseling to the team
  • Manage assigned division’s productivity to department/area SLAs
  • Following and creating SOPs for client solutions
  • Handling p1 & p2 or high level tickets with emergency procedures
  • Working in client specific remote workspaces to better service client end users(spreadfast)
  • Creating and running automata for ticketing handling and escalations
  • Account administration and general technical troubleshooting on tickets and hotline calls
  • Working with a team of techs to assure all tickets and calls are met with proper SLA and SOP handling on all accounts (shared queue vs. dedicated clients)

Confidential, Omaha, NE

Technical Specialist


  • Managing IT related tasks.
  • Asset management & reporting, deploying new software, updates, and scripts to computer groups using Confidential K1000 SMA.
  • Troubleshooting any software, hardware, and network related issues for external users.
  • Rapidly responding to users tickets via ZenDesk, email, and chat.
  • Monitoring email activity and implementing strategies to prevent outside attacks, and scams.
  • Actively participating in IT team discussions for efficiency and future growth.
  • Setup of new user various accounts, work stations, and phone configurations
  • Troubleshooting any technical issues that arise within one hour of notification
  • Clearly and efficiently communicating project notes and invoices for future referencing in Salesforce.

Confidential, Omaha, NE

Recovery Specialist


  • Assess loans that have been through bankruptcy, foreclosure, ORE, charge off or other action which resulted in a deficiency or loss to the bank and negotiate courses of action with borrowers and/or attorneys, including arrangements to collect the maximum benefit to the bank.
  • Engage attorneys, third party vendors or collection agencies to pursue recovery of charged off loans and recover assets owed to the bank. Work with Third Party Provider office to ensure vendor oversight efforts meet vetting requirements for onboarding, ongoing performance review and routine audits.
  • Effectively communicate with debtors via telephone and written notices to obtain repayment in full, establish acceptable repayment arrangements or approve settlement offers.
  • Oversee liquidation process of business assets and real estate as needed; compile relevant market data for asset liquidation determinations to minimize losses to the bank.
  • Answer inquiries by phone or in person pertaining to recovery efforts on charged off commercial loans.
  • Document and log all conversations, emails and other communication regarding contact and collection activity utilizing proper imaging software.
  • Perform skip tracing and due diligence functions; ensure compliance of all Federal, State and Local Laws and Regulations.
  • Work closely with local bank lending staff to maximize the recovery of funds on collection accounts.
  • Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties. This includes but is not limited to; complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations and report any suspicious customer and/or account activity.

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