Command Center Analyst Resume Samples

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P Towne

Peggie

Towne

86412 Cummings Shoal

Houston

+1 (555) 866 5479

86412 Cummings Shoal

Houston

Phone

p +1 (555) 866 5479

Experience Experience

New York, NY

Command Center Analyst

New York, NY

Hickle and Sons

New York, NY

Command Center Analyst

Performs trend analysis to manage business decisions. Provides management with capacity recommendations and statistics for new initiatives
Work with Problem Resolution Coordinators to identify training opportunities and documentation development
Detects and analyzes alarms to provide basic to moderate fault isolation and troubleshooting, escalating to Tier III or management if necessary
Tracks results to ensure that performance benchmarks are in place and measurements accurately reflect the workload and service expectations
Provide proactive and reactive assistance to all external customers
Provide Tier II network and customer service support for mission critical 24/7 Data Centers
Monitor multiple automated scheduling packages, Follow established escalation procedures reporting any delays or problems to the lead or Manager

Los Angeles, CA

Command Center Systems Analyst

Los Angeles, CA

Lynch, Wuckert and Marvin

Los Angeles, CA

Command Center Systems Analyst

Drive complicated system related issues to resolution across multiple services and groups with little or no supervision. Summarizes key elements of a technical problem and assigns cases to internal and external partners as necessary
Work with highly technical staff supporting Windows, LINUX, UNIX and SQL production servers and network devices
Ensure a consistent method of incident management is followed, including classification, escalation paths and communication protocols
Respond to server and network related support issues affecting agent tools, and ensure they are resolved to the customer’s satisfaction and accordingly to SLA
Initiate and drive process changes designed to improve efficiency and customer satisfaction
Develop standardization and consistency through process, procedures, change control and workflow management to ensure service excellence
Partner with key teams across the organization to identify and track key metrics

present

Boston, MA

Command Center Senior Analyst Shift

Boston, MA

Schoen-McCullough

present

Boston, MA

Command Center Senior Analyst Shift

present

Provide training and guidance to peers on workforce management tools and techniques
Provide timely information to the Leadership Team regarding the performance of the operation
Provide on-going feedback and support to the Care Department
Work with the Leadership team to achieve specific call center goals
Proven track record of successfully working independently with little to no supervision
Act as a leader for the organization in the absence of senior leadership
Handle employee scheduling concerns

Education Education

Bachelor’s Degree in Computer Science

University of Florida

Bachelor’s Degree in Computer Science

Skills Skills

The successful candidates will be trained on the proprietary systems and then field calls from across the US and Canada, trying to troubleshoot technical issues while providing excellent customer satisfaction
Duties will include providing support for software and hardware problems, detailed call logging of events, call escalation if necessary, ensuring resolution and excellent customer satisfaction
Demonstrate understanding of Basic VSphere/ESXi Management
Good Communication (Oral & Written) skills are essential
Ability of quickly analyzes & diagnoses the problem
Our client is looking for a Command Center technical support analyst for a 6 month contract to assist with support of deployed technicians while one of their major systems is being upgraded
Strong written and verbal communication skills; strong interpersonal skills
Proficiency with MS Office (Including Word, Excel, Outlook, PowerPoint, Access), MS Project and Visio
Ability to acquire skills & keep them updated
Re-Forecast interval and daily transaction volumes (inbound, outbound), handle times and other production metrics by group and report on actual vs. forecasted volumes

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11 Command Center Analyst resume templates

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Senior Global Command Center Analyst Resume Examples & Samples

Execution of duties in such a fashion as to deliver accurate and precise information so that risk to both the customer and the CME Group is minimized. Primary duties would pertain to; order status, order cancel, net position assistance, execution of error trades, proper reporting of block trades or deals, voiding and correcting OTC transactions as directed by customers and properly facilitating Exchange Admin requests as needed
Managing customer interactions to deliver excellent service on a consistent basis regardless of type of interaction or level of complexity in timely, accurate & professional manner. Ensure that escalated or transferred interactions are always done in a professional manner. Ensure each “In-Bound” interaction has a ticket that’s written to conform to the GCC Ticket Writing Standards. Ensure that “Ready” time is maximized in accordance with your managers guidelines
Display advanced skills of your business unit’s applications in order to support the overall success of the unit. Accurately perform all of your team's operational tasks/duties. Strive to maintain seamless availability to all customers (internal and external) that are direct consumers of your team's mission/purpose
Continue to strengthen the GCC’s culture of teamwork by identifying and maximizing opportunities for cooperation, coordination and collaboration. Be an advocate for positive communication and drive beneficial resolutions of conflicts
Demonstrable within technical support in a production environment or application development experience
Software Requirements: Procificient with Microsoft Office, advanced abilities with excel
Experience: Minimum 3+ years of trade support operational experience, including knowledge of futures and/or options. Applicants must be able to demonstrate strong verbal, written, and problem solving skills. Comprehend advanced trading principles as applicable to electronic trading - including order variables/restrictions by contract, participant types, trading objectives, combinations and products by complex in order to advance communication with users and fellow analysts. A strong understanding of Energy, Interest Rate and/or Options trading is desired

Overnight Command Center Analyst Resume Examples & Samples

Bachelor’s degree preferred; High School diploma or equivalent required. Some college experience is strongly preferred
Ability to work in the hours between 9 pm to 9 am
Knowledge of Microsoft products, including Excel

Command Center Analyst Resume Examples & Samples

Understand how to access and interpret data in the Payment Authorization and Data Collect systems. Also able to access and interpret data in Network and Server monitoring tools
Utilize technical knowledge and skills to resolve 60% omore inquiries without assistance
Recognize and react to system performance issues that impact on-line users, applications or batch processing
Actively monitor communication circuits and devices for outages, interruptions, errors and patterns of each
Actively monitor selected servers and other system devices associated with store and corporate systems, applications and databases
Communicate with Computer Operations, Helpdesk and affected users to make them aware of the issue and related consequences
Provide timely feedback to associates to allow a fair opportunity to address and recover form performance issues
Work with Problem Resolution Coordinators to identify training opportunities and documentation development

Command Center Analyst Resume Examples & Samples

8 years of Weblogic and Portals experience with at least 12 months on VMware
Core experience in Oracle Weblogic Application Server, Apache HTTP & Tomcat
Adequate knowledge on Liferay Portals
Should possess good troubleshooting & debugging skills
Hands on Unix /RHEL commands
Basic Unix shell scripting. Should have good communication skills
Configuring, proactive monitoring and Troubleshooting of
Maintenance of Informatica and various integration services deployed on it
Maintenance of Oracle IDM, OAM
Demonstrate understanding of Basic VSphere/ESXi Management
Good Communication (Oral & Written) skills are essential
Ability of quickly analyzes & diagnoses the problem
Hardworking & Ready to learn additional related technologies
To participate & Work with Local & Global Team
Ready to take additional challenges
Ability to acquire skills & keep them updated
Engineering Degree from good Institute (Electronics, Computer Science etc.,
Monitor System and application health with various SNMP based monitoring tools
Monitor URL availability with various application availability tools
Proactively captures the alert from the tools
Proactively identify business impacting and high priority issues
Troubleshoot alert with an immediate temporary workaround
Analyze and suggest long term permanent solution for the problem
Follow the strict SLAs for troubleshooting
Performance tuning with quick fix strategies
Proactively identify the situations leading to Out of Memory errors
Identify the Garbage Collection patterns and take appropriate actions
Perform effectively under pressure during critical outages
Maintain 100% availability of the system and hosted applications
Automate the day to day manual work
Partner with Tools and automation team
Helps and build world class Service Oriented monitoring
Partner with other technical teams and collaborate for end-to-end monitoring
Built system availability and reporting matrix

Senior Global Command Center Analyst Resume Examples & Samples

The Senior GCC Analyst is responsible for daily operations of Globex & OTC platforms and performing 1st level tech, product & market trading support for CME Group customers
Deliver Globex & OTC critical assistance including error trade, order status, order cancel & net position support
Deliver advanced tech assistance including front end, trading platforms & match engine functionality as well as all requests for service restoration. Provide advanced informational assistance on markets, products & exchange trading systems
Deliver support for customers using Pivot IM chat functionality in OTC Equity markets
Software Requirements: proficient with Microsoft Office, advanced abilities with excel
Previous experience within trading, support, market analysis and customer support experience
A good understanding of Commodities, Interest Rates and FX Derivative Markets
Knowledge of futures, options and/or OTC products across multiple asset classes highly desirable
Advanced understanding of electronic trading

Command Center Distributed Analyst Resume Examples & Samples

Design, develop and maintain distributed automation solutions/tools both in-house and vendor provided
Plan, install and maintain automation software on various platforms
Perform automation, monitoring and tuning
Participate in process redesign
Make recommendations on enhancements or new automation solutions
Provide technical support to both systems administrators and data center operations teams
Coordinate with other technology function managers to ensure orderly testing and implementation of new automation product and solutions
Perform yearly site Continuity of Business (disaster recovery) drills to meeting business requirements
Interface with outside vendors to coordinate problem resolution
Participate in the selection, analysis and modification of vendor-supplied automation software and adapt new systems to the global operating model
Implement procedures in compliance with ISO standards
Ensure compliance to Citigroup Information Technology Management Policies and Standards (CITMPS)
Good understanding of automation tools like Tivoli ITM6, Netcool, Omnibus etc. and programming languages like Java, .NET and Perl
Fair understanding of various windows, UNIX and Linux platforms
Ability to develop end to end software systems
Knowledge on ITIL process example: change, incident and problem management

Senior Global Command Center Analyst Resume Examples & Samples

3-5 years supporting customer facing applications L1/L2 in a production environment with proven customer service skills
3+ years of Linux/Unix command-line experience
Familiarity with TCP/UDP and ability to troubleshoot issues by analyzing tcpdump/pcap/wireshark files
Proficiency in all MS Suite application
Hadoop knowledge a plus
3-5 years of technical support in a production environment or application development experience. Futures industry experience is preferred

Command Center Analyst Resume Examples & Samples

Monitors performance across processes to ensure appropriate service delivery. In addition, forecasts and analyzes service operations data to ensure optimal efficiency
Tracks results to ensure that performance benchmarks are in place and measurements accurately reflect the workload and service expectations
Creates models/scenarios for staffing, forecasting and budgeting purposes
Performs trend analysis to manage business decisions. Provides management with capacity recommendations and statistics for new initiatives
Assists with system upgrades, installation and audits as well as other projects as required
College degree or equivalent work experience is preferred
Prior service operations background experience to include knowledge of phone and/or paper based production environment
Prior workforce planning experience is preferred
Demonstrated ability in planning and decision making skills
Knowledge of service operation technology is preferred (i.e. Cognos, Clarify, eWFM, eSP, ACD systems, AVAYA CentreVu (CMS Supervisor))
Ability to work in a team environment while balancing multiple projects with varying priorities
Strong PC knowledge and literate in Microsoft Applications
The hours for this role are Monday - Friday 11:00am - 7:00pm

Overnight Command Center Analyst Resume Examples & Samples

Bachelor’s degree preferred; High School diploma or equivalent required.  Some college experience is strongly preferred
Ability to work in the hours between 9 pm to 9 am
Able to communicate performance measures to decision makers effectively and with assertion to   accomplish the objective

Command Center Analyst Resume Examples & Samples

Minimum 1 year Call Center experience required
Able to communicate performance measures to decision makers effectively and with assertion to accomplish the objective
Strong analytical and statistical knowledge

Command Center Analyst Resume Examples & Samples

Utilize technical knowledge and skills to resolve 60% or more inquiries without assistance
AA or Technical Certification or equivalent experience
Certifications in Network, Server or Desktop are helpful, but not required. Basic knowledge of listed functions, along with Database and Mainframe are required
Basic understanding of operational logic and processes
Ability to identify operational issues or opportunities, and track and monitor their resolution
Ability to track and monitor progress and report status to all parties

Command Center Analyst Resume Examples & Samples

Minimum Bachelor’s degree or its equivalent
Working knowledge of industry standard call center technology (ACD, IVR, Network Features), reporting automation applications
Comprehensive understanding of call center metrics
Must be familiar with the following tools: Windows NT, Word, Access, PowerPoint, Excel (including knowledge of pivot tables), Avaya CMS supervisor
Knowledge of Contact Center staffing and forecasting
Familiar with Contact Center workforce management tools and theories
Verint WFM system (strongly desired)
3+ years of previous experience in forecasting, monitoring and analysis of customer contacts in a fast paced call center real time environment

Command Center Analyst Resume Examples & Samples

2-3 years experience working in a IT or Service related environment
Strong language competencies in English
Strong customer service and handling skills
Strong ownership traits and personal leadership

Command Center Senior Analyst Resume Examples & Samples

Possess IT or business related diploma/degree
Strong interpersonal skills to foster win-win framework
Ability to manage adverse and ambiguous situations

Command Center Analyst Resume Examples & Samples

Possesses broad knowledge of related processes, disciplines and/or technologies and their interdependencies
Possesses deep technical knowledge in area of specialization
Applies advanced principles, theories, concepts, and technologies as well as knowledge of related disciplines to solve problems and deliver solutions

Command Center System Analyst Resume Examples & Samples

Recognize and initiate escalation for all system difficulties or outages including switch, routing systems, computer systems, customized department systems and all applicable supported applications within guidelines
Ensure a consistent method of incident management is followed, including classification, escalation paths and communication protocols
Maintain constant contact with any impacted contact centers throughout the duration of any crisis event to provide any needed assistance and report any situational changes to the business
Develop standardization and consistency through process, procedures, change control and workflow management to ensure service excellence
Partner with key teams across the organization to identify and track key metrics
Quickly and effectively learns new systems to rapidly identify potential solutions to assist the reduction of MTTR and/or prevent future service interruptions
Provide subject area guidance and advice to team and/or internal business groups
Real-time monitoring of critical business operations and performance indicators at an interval level- call volumes, average handle times, queue time, call center agent availability, call center service level adherence
Ability to respond to changing environment and grow technically
Service oriented and delivery focused. Will ‘go the extra mile’ to achieve results
Ability to multitask, work under pressure, to fixed deadlines and a flexible approach to working hours, to meet deadlines
The qualified candidate possesses 3+ years’ experience in a 24x7 operations role. Command Center, NOC, Production Operations role preferred

Command Center Systems Analyst Resume Examples & Samples

Drive complicated system related issues to resolution across multiple services and groups with little or no supervision. Summarizes key elements of a technical problem and assigns cases to internal and external partners as necessary
Work with highly technical staff supporting Windows, LINUX, UNIX and SQL production servers and network devices
Respond to server and network related support issues affecting agent tools, and ensure they are resolved to the customer’s satisfaction and accordingly to SLA
Initiate and drive process changes designed to improve efficiency and customer satisfaction
Partner with technical staff to drive resolution of escalated customer issues
Work closely with other technology teams for the deployment, system requirement validation
Provide drafting and review of technical documentation/process/policy documentation and Trouble Shooting Guides for Tier I personnel
Must possess significant work experience in a production, mission critical, revenue – dependent 24x7 environment
Ability to initiate and execute problem solving in systems, procedures, reports or analysis, where the area is somewhat defined
Normally receives little instruction on day to day work, general instructions on new assignments, and require some management feedback
Proven ability to troubleshoot small to complex systems with an emphasis on Agent Tools/e-Commerce emphasis
Must be a critical thinker who can contribute to challenging assignments in a business-critical environment
Flexible working hours to cover all times for support if needed in a 24x7 environment
Excellent verbal and written communication and comprehension skills. Must inspire confidence from users and colleagues
Willing to accept ownership problems/issues and see them through
Bachelor’s degree in Computer Science, IT, or equivalent demonstrated work experience with an emphasis towards operation support
ITIL certified, preferred
2+ years of Reports Analysis/Strategic Planning and/or Workforce Management experience in a call center setting preferred

Command Center Intraday Analyst Various Shifts & Days Resume Examples & Samples

Support by providing real-time monitoring of RTA and Exony applications
Manage Service Level for clients by interval providing recommendations through analysis to Operations Management
Gather data to provide detailed analysis on call patterns for clients
Serve as business continuity resource to allocate calls and close/reopen lines as needed
Maintain confidentiality of all data surrounding call center activities
Operate as part of a virtual team to support three sites across the country
2 years of call center experience
Must be able to work at least one of these shifts - indicate all shifts you are available for on your application
O Mon to Fri 3pm to Midnight (Springfield, OH or Florence, SC)
Ability to work effectively with remote leadership
Accustomed to making sound and timely decisions based on diverse data
Proficient with Microsoft Word, Excel and PowerPoint
Prior call center scheduling experience
Previous experience in a multi-site support environment

Command Center Senior Analyst Shift Resume Examples & Samples

Real Time Monitoring of the entire operation including GrubHub Customer Care, GrubHub Restaurant Care, Corporate Care, and Driver Care
Provide timely information to the Leadership Team regarding the performance of the operation
Handle employee scheduling concerns
Move employees to appropriate tasks throughout the operating hours
Realign tasks and responsibilities as business needs dictate
Schedule meetings as needed
Work with our call center partner to ensure appropriate coverage in place
Provide on-going feedback and support to the Care Department
Identify trends and opportunities within the Care organization
Work with the Leadership team to achieve specific call center goals
Act as a leader for the organization in the absence of senior leadership
Provide training and guidance to peers on workforce management tools and techniques

Command Center Analyst Resume Examples & Samples

Cisco Certified (CCNA)
Juniper Certified (JNCIA)
Ability to create scripts
Remotely monitor mission critical infrastructure notifying the appropriate facility of alarms when necessary
Provide support and customer service for the complex network environment within Telx mission critical data centers
Provide remote troubleshooting support
Detect and analyze alarms to provide fault isolation and troubleshooting on the enterprise network
Assist all external and internal customers proactively and reactively
Knowledge of colocation and critical facility infrastructure
Understanding of Security Access Control Systems
Take ownership of unfamiliar tasks and problems and see them all the way through to completion
Thoroughly document any incident, maintenance, and customer request details
Record and document all issues related to customers, both internal and external, creating a ticket for tracking purposes
Schedule, plan, and draft notifications for customer consumption
Assist customers with tour requests and facility access
Review and update open and pending trouble tickets
Establish effective lines of communication between the Telx Command Center and Telx Operations
Ensure SLA’s are met as per customer agreements
Maintain and update current knowledge and skills through internal and external training, continuing education, and professional associations
Escalate incidents to TCC Technician III, Engineer, and management when necessary
Participate in the weekly 24/7 on-call schedule

Command Center Analyst Resume Examples & Samples

Provide Tier II network and customer service support for mission critical 24/7 Data Centers
Provide proactive and reactive assistance to all external customers
Provide support and guidance for Tier 1 Technician when a problem is out of their scope of knowledge
Act as escalation point for issues escalated from the Tier I Support Engineering Team
Provide support for a complex network environment including problem solving, ability to take ownership of unfamiliar tasks and problems and see through to completion
Detects and analyzes alarms to provide basic to moderate fault isolation and troubleshooting, escalating to Tier III or management if necessary
Prioritize work properly to consistently achieve departmental and company goals
Responsible for Customer and Internal Updates
Establishing effective lines of communication with Tier III team and management to ensure cases are flagged that require immediate attention
Thorough documentation of incident, Maintenance and problem details in near real-time
Ensure SLA’s are met for as per customer agreement
Maintain and update current knowledge and skills through internal and external training, continuing education and professional associations

Global Command Center Intelligence Analyst Resume Examples & Samples

Monitor open source media reporting for incidents that may impact the client
Conduct analysis of known threats to the client’s operations, and create customized analytical reporting products
Utilize Geographic Information Systems (GIS) to ascertain potential risk and incidents that occur in the vicinity of the company’s assets
Build and maintain comprehensive GIS databases
Provide situational awareness of issues occurring throughout the region and at a high level globally, through internet observation, news media reporting and establish intergroup communication with other CSIS support elements
Provide information for investigative purposes by making use of data and information available in sensitive security databases
Support the critical role of 'Incident Reach back Command’ by facilitating the dissemination of information in order to mobilize the necessary resources to ensure that the Regional staff can mitigate immediate risk and incidents
Utilize SharePoint sites and Microsoft Office Suite programs to generate reports and access security related information in order to conduct analysis
Make common sense decisions and exercise proper action during high tension and stressful situations
Must have a high school diploma or equivalent
Must possess a current and valid driver’s license
Must be able to obtain Class D/Security Officer License issued by the State of Florida
Must have prior Military Intel or Civilian Intelligence experience with demonstrated competency in crisis response
Ability to research, investigate, compile information
Skilled in synthesizing facts, concepts, principles

Global Command Center Intelligence Analyst Resume Examples & Samples

Conduct analysis of known threats to the client's operations, and create customized analytical reporting products
Utilize Geographic Information Systems (GIS) to ascertain potential risk and incidents that occur in the vicinity of the company's assets
Support the critical role of 'Incident Reach back Command' by facilitating the dissemination of information in order to mobilize the necessary resources to ensure that the Regional staff can mitigate immediate risk and incidents
Must possess a current and valid driver's license
Regional Command Center Operator (Tampa, FL)

Call Analyst for Enterprise Command Center Resume Examples & Samples

Manage conference calls to drive resolutions of incidents,
Ensure functional and management escalation
Facilitate discussions related to assessment/confirmation of incident severity, issue description (– who, when identified, impact who is already involved, etc…),
Assemble resolution team, pulling additional resources
Ensure other bridges (lines) are opened if needed and establish protocol for gathering/providing updates from/to multiple lines, establish check-in times to ensure outline resolution steps are on track, review communications prior to distribution,
Work with support team to outline resolution activities, sequence, timing and ETAs for each activity, If a workaround or solution has been identified, monitor status of the identified resolution steps and provide periodic updates on what was done so far, what is being done now and what are the next steps to resolve the issue, confirm resolution, confirm severity after issue is declared resolved,
Drive implementation of standard execution of the Incident Management process,
Capture and record data related to incident troubleshooting and resolution
Experience with Incident Management/Project Management/Problem manager
Application support knowledge or development experience
Familiar with IT infrastructure , Remedy or ServiceNow,
High level of IT literacy – MS Office (Word, Excel, PowerPoint)
Knowledge of ITIL preferred
Familiar with monitoring tools, such as Tivoli and Keynote preferred
Infrastructure Protection Ctr

Senior Global Command Center Analyst Resume Examples & Samples

Strong customer service talent that continually strives to achieve customer satisfaction
Sound verbal, written, and analytical skills that showcase thoughts, problems, and solutions
Proactive and self-motivated, effort driven work ethic that strives to over achieve
Excellent teamwork qualities that enhance the group is a must-have
Flexibility within their role as the needs of CME Group change due to new technology
Field customer inquiries relating but not limited to Globex functionality, market events, connectivity, business technology, and product schedules
Fluently conduct architectural discussions regarding current and future states of Globex or other trading systems
Perform technical investigations for both internal and external clients – be able to articulate difficult and complex problems and solutions to a broad range of audiences
Develop ad-hoc queries and perform complex data analysis to support or change policy, process, procedures and technology
Support of all deployments including bug fixes and new functionality (This may include weekend or after-hours support from time to time)
Critical assistance involving order cancel, status, and net positions
Provide functional and technical support for our all electronic trading and clearing systems and applications such as iLink, MDP, CME Direct, Drop Copy, STP, Corvil, Splunk, FIX Protocol, etc
Proactively perform mission-critical impact analysis utilizing all tools at your disposal
Respond, investigate and properly escalate alerts and issues impacting system/market performance and integrity
Continually evaluate current process and procedure and when necessary improvise and introduce new ways to improve efficiency
Be approachable, courteous and proactive to teammates requiring assistance
Receptive to feedback and a willingness to improve
Possess a solution oriented mindset when confronted with challenges or when voicing concerns
Ensure the team is knowledgeable and prepared for upcoming enhancements when learning of new information or running point on an effort
3+ years of trading industry experience
8+ Years Relevant Experience is Typical

Command Center Analyst Resume Examples & Samples

Working knowledge of supporting software including; Omegamon, Dynatrace, Nimsoft and Orion Microsoft Office including Outlook, Word, Excel, Visio & PowerPoint supporting systems
Monitor multiple environments responding to system requests and outstanding replies
Create/Update incident/change tickets
Support changes as needed (System maintenance)
Monitor production batch processing via scheduling software
Research and respond to batch processing delays and escalate as needed
Handle Ad Hoc Requests
Monitor multiple automated scheduling packages, Follow established escalation procedures reporting any delays or problems to the lead or Manager
Join SEV1/2 bridge lines and keep a timeline of activities during bridge call
Document problem/issues in turnover reports and time lines when needed
Create/update ServiceNow Reporting
Document all problems & issues encountered during the shift. Prepare shift turnover document
Responsible to help determine system solutions to achieve goals of the IT strategic roadmap
Responsible to complete unit testing of configuration and processes developed
Research and propose system solutions to realize business goals
Assist and support the project teams to complete projects successfully
Support the production system environment – perform off-hours work as needed or required
Ability to work independently to meet deliverables with little or no supervision
Ability to solve highly complex problems in regards to desired results in a timely fashion
Minimum 3+ years of experience in Information Technology work environment
Knowledge of system administration, service desk, network operations
Excellent customer service and communications skills required
ITIL certified (Foundation level at minimum)
Relationship Management skills – Customer facing and internal
Process-oriented – understands the organizational benefits of process and the need for compliance
Analytical and reflective - with the ability to apply the knowledge gained effectively
Perform shutdown and start-up of all operating systems
Promote knowledge sharing, assist with updating documentation to remain current across shifts
Assist special scheduling support as assigned, working holidays is mandatory
Ability to support days, nights, weekends 24 X 7 X 365
Familiar with IT Service Management tools, knowledge of ServiceNow and Microsoft SharePoint greatly desired
Proficiency with MS Office (Including Word, Excel, Outlook, PowerPoint, Access), MS Project and Visio
Due to the nature of the role you may be required to work extended hours at short notice to complete the work required to meet the business needs
May be required to work occasional weekends
Experience at working both independently and in a team-oriented, collaborative environment
Strong written and verbal communication skills; strong interpersonal skills
Adept at conducting research into release-related issues and product

Command Center Senior.analyst Resume Examples & Samples

Triage Customer Escalation (Help a Customer) cases from non GSD team, mainly sales organization
Resolve field escalation cases from GSD function team or GSD partners
Lead IT / Disaster outage governance by facilitating WAR room meeting with GSD funcion SMEs to minimize SLA miss
Lead Event governance to consolidate and share information about plans and structure of each GSD function team for big event which might impact DELL service delivery
Deliver KPI or Operation Reporting to facilitate Service Delivery end to end operation
GCC POC for IT Maintenance. Participate in IT maintenance as test user from GCC perspective
Deliver Exec. Update for HaC P1 escalation
Agent lead for introduction of process change and new process
L1(or 2) escalation handling from Agents
OSP training, performance management
Understanding of the fundamental principle of Global Command Centers
Firm understanding of Dell’s internal and key business partners processes and tools
Firm understanding of DELL end to end service delivery
Having a detail knowledge of IT issue handling
Reviews and monitors process exceptions to for service delivery
Attempts to resolve service exceptions (alerts) through alternative options
Coordinates service options with internal and external partners
Works in conjunction with multiple cross functional organizations to analyze situations and drive customer issues to resolution
Responsible to make effective decisions in real time with limited information
Performs Root Cause and Closed Loop corrective actions for a variety of service delivery issues
Shift work during Command Center business hour (9:00-22:00) includes weekend and Public Holiday
On call support out of business hour (22:00-9:00)
Must have read/write English capability. English communication (speaking/listening) is also preferable. TOEIC 650
Business (N1 or the above) or native level Japanese capability

Command Center Intraday Analyst Resume Examples & Samples

You are more real-time than Twitter
You love data, details and delivery
You have a knack for finding patterns and making sense of them
You treat others with dignity and respect while driving business deliverables
You are comfortable dealing with multiple priorities
You’ve got mad Excel skills
You believe in customer service
Organization is your middle name
You go above and beyond in your role because you want to, not because you have to
Ability to work schedule of Tuesday-Friday 12:30pm-9:30pm; Saturday 11:30am-8pm
A solid understanding of call center terminology and functions
Previous experience with workforce management (eWFM) applications (i.e., eWorkforce Management, Blue Pumpkin, IEX)
Ability to prioritize, organize, and work independently or as part of a team to complete multiple tasks
Experience with RTA, Exony and Cisco applications

Command Center Analyst Resume Examples & Samples

Windows Operating Systems
PC hardware
PC software
DSL modems
Previous experience in the restaurant, quick service (fast food), or hospitality industry is a strong plus
The ideal candidate has earned or is in the process of earning a technical higher education (DeVry’s, ITT Tech, Coleman, Phoenix, or National University) degree or certification. He or she is self-motivated, need little supervision, a fast learner, and have excellent communication skills

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