Operations Manager Resume Profile

Information Technology Leader

Senior technology specialist with over 10 years of IT experience. Excellent operational and business communications at all professional levels. Outstanding practical distributed team leadership experience. Strong organization, analysis and planning. Progressive positions of responsibility, leading to significant IT Management experience.

INTERPERSONAL SKILLS

Problem solving skills
Strong people management ability
Good judgment and leadership
Project management
Business analysis
Technical documentation
TECHNICAL SKILLS
Windows Server 2003/2008
ESET Smart Security 4
Symantec Enterprise AV
Symantec Ghost
MS Windows
MS Active Directory
MS Project
MS Office
Cisco Switches and Routers
iOS
Android
Frame maker
Visio
Spiceworks
Novell Identity Manager
VMWare Administration
SyncSort Backup Operations
Orion NPM
Familiar with ITIL

PROFESSIONAL EXPERIENCE

Confidential

IT project Manager

Improved phone system functionality, durability and capacity by planning complete transition from digital non-operational phone system to distributed VoIP system.
Improved IT Infrastructure usage by reorganizing office configuration to maximize usage of existing assets.
Participated in negotiation and planning for replacement of outdated Electronic Medical Records system.

Confidential

Desktop Support Supervisor

Performed all tasks under strict SLA time frames, achieving a 96 SLA achievement rate. Goal was 90 .
Created stable, consistent work environment through efficient installation and configuration of all technology software and hardware. ITIL Environment.
Reduced PC turn-around and downtime by application of standard software images on computers
Maintained full customer utility from all IT assets by timely response and resolution of desktop service requests and incidents.
Reduced down time and decreased response time of team to subsequent customer issues by maintenance of excellent documentation of desktop issues and resolutions.
Increased accountability and maintained consistent refresh cycle, through efficient and comprehensive hardware and software inventories.

Confidential

IT Specialist, Network Technician

Provide first level support services to approximately 300 local and remote users experiencing technical issues and IT requests involving business applications and workplace productivity software. Problem tracking, diagnosis, replication, resolution, escalation and system/application support documentation. Install, and maintain all company hardware and software. Assistant Network Administrator.
Increased technology usage and capability by building and administering Windows 2003 and 2008 servers.
Maintained network security and access using Active Directory 2003 and 2008 including user accounts, groups, security, DNS, DHCP.
Increased productivity through effective file and printer server management including network printer configuration.
Increased availability of Customer Service Reps through superior Telecommunication maintenance and service.
Ensured data security and reliability, through backup and restore operations for file servers.
Created and support disaster recovery protocol for company.

Confidential

Computer Support/Sales Specialist

Provided fast, accurate customer sales and service. Computer Technical Support

Confidential

Operations Manager

Led a team of forty dedicated onsite Service Professionals, supported by dispatched resources as part of a global service delivery organization. Ensured the successful delivery of work station break fix and server support. Team was distributed throughout USA and Canada. Demonstrated excellent communication and negotiation in addition to service management skills. Provided individual or project lead support for complex multi-system installations with software, business, and management considerations. Provided leadership, technical assistance and guidance with request for proposals. Services included identifying needs, developing, and implementing solutions.
Reduced staffing numbers by 40 while increasing margin and customer satisfaction. Consistently surpassed SLA achievement requirement of 90 . Average SLA achievement of 96 despite 15 overload on tickets.

Business Analyst

Researched, analyzed and documented merged process integration for an enterprise Customer Management System Clarify/ClearVision . Project Manager for major database integration. Developed and delivered training to senior Compucom Associates.

Confidential

Project Manager

Managed a team of Technical writers producing documentation sets for Nortel Telecom products. Scoping, project control and communication, risk control and mitigation, budget and schedule responsibility.

Confidential

Project Manager, Technical Documentation and Training

Managed the production of multi-media technical documentation. Planned, designed and created training solutions to specifications. Developed project plans, specifications, flowcharts, and presentations. Conducted and directed regular project meetings. CMMI implementation team member.

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