IT Operations, Analyst Resume Samples

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F Ullrich

Fanny

Ullrich

6197 Billy Summit

Detroit

+1 (555) 279 7539

6197 Billy Summit

Detroit

Phone

p +1 (555) 279 7539

Experience Experience

Phoenix, AZ

IT Operations Analyst

Phoenix, AZ

O'Conner LLC

Phoenix, AZ

IT Operations Analyst

Identify, distinguish, and analyze multiple components of a problem, and then make recommendations for business change
Actively monitoring the support queues to ensure the support cases are handled in a timely manner in person, via phone or web
Enthusiasm for the entertainment and travel industries
Proficient in spoken and written Chinese and English
Good knowledge on Microsoft Active Directory and SharePoint
ITIL certification is a plus
Perform daily backup and anti-virus duties

Los Angeles, CA

IT Operations Analyst / Specialist

Los Angeles, CA

Flatley and Sons

Los Angeles, CA

IT Operations Analyst / Specialist

Create & Manage change tickets related to patching and documentation in Change workflow and ITSM tools
Performs system capacity analysis and planning to ensure storage management system operation and resource utilization optimization
Manage communications to IT System Managers in regards to patching
Creating, monitoring, supporting ITSYSOPS tickets using NNI runbook for daily administration work
Manage configuration monitoring and windows server compliance
Manage SCCM Patch Set Creations and Deployments
Using Microsoft ADUC (Active Directory Users and Computers) to manage account creation, security group creation, group membership modification.)

present

Chicago, IL

Senior IT Operations Analyst

Chicago, IL

Langworth, Cronin and Willms

present

Chicago, IL

Senior IT Operations Analyst

present

Management and support of the Exova LAN/WAN across our North Americas sites ensuring network performance meets with business demands
Compose, review, and carry out changes to the servers and network infrastructure across all sites in accordance with the Change Management process
Responsible for working with business and technology concerns to maximize product and operational improvements
Working knowledge of management Windows Active Directory and Exchange 2010, 2013
Environment & Deployment Management; for application and the toolset to work together
Be mentor to junior team members providing career development advice and inspiring creativity and innovation
Developing and Reporting on Key Performance Indicator (KPI) metrics

Education Education

Bachelor’s Degree in Computer Science

Texas A&M University

Bachelor’s Degree in Computer Science

Skills Skills

Knowledge of basic computer hardware, including laptops/desktops, printers and other peripherals
Ability to absorb and retain information quickly
Extensive practical knowledge in importing data for use in report software, spreadsheets, graphs, and flow charts
Good English language skills
Experience working in an ITIL-driven environment, and working knowledge of ITIL principles and processes
Knowledge of Desktop/Laptop computer hardware
Normal amount of sitting or standing, average mobility to move around an office environment, able to conduct normal amount of work at a computer
Strong documentation skills
Working knowledge of a range of diagnostic utilities, including Windows diagnostic tools, antivirus, misc diagnostic tools for malware, spyware
Ability to present ideas in user-friendly, business-friendly and technical language

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Associate IT Operations Analyst Resume Examples & Samples

Support team administrative tasks like contract filing and stationery management
Support end to end purchasing process and PC hardware/software asset management
Perform coordination or research work for PC related support activities
Assist leadership or team members with preparation of services related tracking documents utilizing Microsoft PowerPoint, Excel and Word
Support the development of inter-teams communications as needed
Perform project-related analytical work as needed
Bachelor’s degree or equivalent. One to two years of relevant professional working experience is preferred
Proficiency in Microsoft Office tools such as Word, Excel, and PowerPoint
Possess critical thinking with analytical and problem solving skills
Ability to work under pressure and handle multiple priorities without jeopardizing quality
Ability to work well in a team environment, to collaborate and interface with team members internal and external to the organization
Proactive, self-motivated, and culturally sensitive
Flexible and embraces diversity of job tasks/varieties
Natural curiosity and desired to learn

IT Operations Analyst Mortgages Business Resume Examples & Samples

Ongoing support of financial systems across diverse platforms, including client server, imaging & workflow and web applications
Systems maintenance activities
Resolving operational issues and implementing preventative measures
Significant IT work experience is essential, preferably within the financial industry
Demonstrated SQL and Unix (scripting) experience are required
The technical environment includes Sybase, Oracle, UNIX, Powerbuilder, Java, XML, Tower, Staffware, Webmethods and Thunderhead. Also experience with ITIL processes and any of these areas will be highly regarded

IT Operations, Analyst Resume Examples & Samples

Identify and establish scope and parameters of systems analysis in order to define outcome criteria and measure-taking actions
Develop and document research, data retrieval, and data analysis methodologies for use by other personnel
Conduct research on hardware and software products to justify recommendations and to support purchasing efforts
Create systems and performance models, specifications, diagrams and charts to provide direction to key systems staff
Analyze day-to-day functions and processes of infrastructure, software and database resources to ensure they are performing within predetermined guidelines, limits, and specifications
Prepare and deliver reports, recommendations, or alternatives that address existing and potential trouble areas in operating systems across the organization
Provide guidance and/or instruction to junior staff members
Completion of community college
Computer science, information science, or management information systems
Proven experience in the operation and analysis of database hardware, software, and standards, as well as data retrieval methodologies and mainframe applications
Proving experience in IT Operations processes and ITIL
Extensive practical knowledge in importing data for use in report software, spreadsheets, graphs, and flow charts
Extensive experience with core software applications, including Matrix42
Excellent analytical, problem-solving, and mathematical skills
Excellent listening and interpersonal skills
Excellent understanding of the organization’s goals and objectives
Ability to conduct research into systems issues and products as required
Ability to communicate ideas to technical and non-technical audiences
Logical and efficient
Strong customer service orientation

IT Operations Analyst Resume Examples & Samples

Responsible for working with business and technology concerns to maximize product and operational improvements
Logging calls using call tracking database on problems and requests for service, escalating support issues as required, prioritizing and supporting the user community
Providing a high degree of customer satisfaction, technical expertise, accuracy and timeliness, effective and efficient services following the established service level agreements
Strong analytical and problem solving skills with an ability to develop creative alternatives to resolving issues or complex problems
Natural curiosity and desire to learn
Ability to work in a project team oriented environment in a complex and diverse business unit of a multi-national company
Ability to work with minimal supervision to meet deadlines, handle multiple priorities, and perform job responsibilities accurately
Strong organization skills to balance work and lead projects with attention to detail
Strong interpersonal skills to interact in a team environment and collaborate with team members internal and external to the organization
Bachelor's degree in Computer Science or equivalent plus minimum 4 years of relevant systems support, help desk, training, or other computer related experience
Hands on experience on assembling PC
Hands on experience on Smartboard system and conferencing support services
Good knowledge on Microsoft Active Directory and SharePoint

IT Operations Analyst Resume Examples & Samples

Perform daily backup and anti-virus duties
Maintain the existing Netvault and Sophos infrastructure and architecture
Ensure Netvault and Sophos operational documentation is kept up to date with changes
Liaise with 3rd party support and maintenance providers to resolve hardware and/or software issues with backup and anti-virus software
Conduct periodic reviews of anti-virus software
Understanding of Enterprise backup concepts and terminology
Understanding and experience of using an anti-virus product
Basic admin skills in Windows Linux Server OS
Enterprise backup solution
Enterprise antivirus solution
Sophos AV and/or Dell Netvault Backup
Working knowledge of backup and storage hardware/infrastructure
UNIX shell scripting, basic PHP/Perl/Python
ITIL Framework

IT Operations Analyst Resume Examples & Samples

Maintain the IT Operations Dashboard and internal social collaboration and communication site for distribution of information to contributors and stakeholders
Conduct quarterly IT Operations Management meetings to engage application development teams and functional areas
Collect information from the application teams and functional areas to update the IT Operations Dashboard
Facilitate development of Service Level Agreements, IT Security Plans, Escalation Plans, and Communication Plans
Help respond to customer security questionnaires and other data security needs
Help with regulatory and compliance issues related to HIPAA, FERPA, EU and other country, state, or province based regulations or certifications
Help maintain domain name, SSL certificate and server infrastructure information
Help organize hosting infrastructure needs for Clinical Assessment application development teams including server and resource requisition, system monitoring, backups and disaster recovery
Provide guidance to Clinical Assessment teams for Pearson data security policies and procedures
Facilitate application deployments by working with the Q-global and Q-interactive teams in obtaining deployment plans, entering tickets for production and pre-production releases, attending Control Access Board meetings for approvals, and organizing application and database support for releases
Facilitate load testing, application vulnerability testing, and infrastructure vulnerability testing services for Clinical Assessment application development teams
Act as liaison between Clinical Assessment and Pearson Technology Services or other hosting infrastructure or shared services organizations
A bachelor's degree in Engineering, Computer Science, or Information Systems. Experience may substitute for education
Minimum 5 years experience with IT operations, software development, and/or hosting infrastructure
Strong customer orientation, both internally and externally
Analytical thinker; good problem-solving skills
Organized; project management skills
Self-motivated/self-starter
Ability to work well in a cross-functional environment
Adept using office productivity tools like MS Office, including Word, Excel, Outlook, PowerPoint, Project, Visio, Acrobat, Webex
Conversant with the software development life cycle, hosting infrastructure, data security, performance testing, defect tracking systems, and source control systems

IT Operations, Analyst Resume Examples & Samples

Field incoming requests to the Operation Services via both telephone, e-mail and in person to ensure courteous, timely and effective resolution of end user issues
Build rapport and elicit problem details from Operation Services customers
Utilization of IT Service Management tools, as prescribed by Global IT leadership
Record, track and document the Operation Services request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications and test fixes to ensure problem has been adequately resolved and perform post-resolution follow ups to help requests
Ensure that client computers are compliant with anti-virus software and other security patches as defined per Global IT Standards
Ensure that all installed software is properly licensed and according to Magna IT’s Security Policy and approved software solutions
Ensure that all asset information for the location is always up to day and correct
Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
Evaluate documented resolutions and analyze trends for ways to prevent future problems
Requires knowledge of principles. Conducts analysis. Prioritizes tasks to take action
1 to 3 years of work related experience
Knowledge of basic computer hardware, including laptops/desktops, printers and other peripherals
Experience with desktop and server operating systems, including Windows7, Windows8, Windows Server, Linux
Extensive application support experience with Microsoft Office, MS Outlook, Lotus Notes, and other supported applications
Working knowledge of a range of diagnostic utilities, including Windows diagnostic tools, antivirus, misc diagnostic tools for malware, spyware
Familiarity with the fundamental principles of ITIL, service operations support
Exceptional written and oral communication skills
Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills

IT Operations, Analyst Resume Examples & Samples

Completion of high school or equivalent
1 to less than 3 years of work related experience
Knowledge of Desktop/Laptop computer hardware
Experience with desktop operating systems
Extensive application support experience with Microsoft Office products
Experience working in an ITIL-driven environment, and working knowledge of ITIL principles and processes

IT Operations Analyst Resume Examples & Samples

Analyze and resolve or escalate file transfer issues that impair business function
Follow established procedures to service and support the file transfer environment
Complement and backup current team members in terms of knowledge and skill set

IT Operations Analyst Resume Examples & Samples

Minimum 3-5 years of DBA working experience building, deploying and administering distributed Oracle database management system
Experience with deploying database security patches and remediation of database vulnerabilities
Degree or Diploma in Computer Science
Experience with installation, configuration and maintenance for 9i/10g/11g/12c RAC and 10g/11g/12c ASM
Strong RMAN backup/recovery experience on very large databases
Expert experience in troubleshooting and resolving urgent/critical incidents on production systems
Experience with OEM (Oracle Enterprise Manager)
Experience with database utilities and backup tools (Tivoli Storage Manager)
Experience with Storage Area Networks (SAN)
Familiarity with ETL solutions
Familiarity with Veritas Cluster system
Experience with System/Project development life cycle
Experience with Database Development life cycle

Senior IT Operations Analyst Resume Examples & Samples

ITNM
Vitalnet
Netscout
ARX
Cisco networking (switching & routing)
DNS & DHCP
F5 Knowledgeable in load balancing and security concepts
Working knowledge of network and routing protocols such as EIGRP, OSPF and BGP

IT Operations Analyst Resume Examples & Samples

Technical support of desktop computers, applications, and related Technology
Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines
Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems
The position utilizes one-on-one consultancy to end users
Resolves technical problems with desktop computing equipment and software
Engages other technical teams as appropriate to escalate and resolve problems received from clients
Ensures desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing, systems, application servers, and administrative systems
Trains and orients clients on use of hardware and software
Recommends and / or performs upgrades on systems to ensure longevity
Experience with Windows XP/7 (EDGE)
Strong leadership, creative problem-solving, planning and organization skills
Escalate non-standard, high risk requests or other activities as necessary
Ensure documentation is prepared/completed accurately and managed and shared on team site
Escalate processing issues where necessary, to ensure a high level of service is maintained
Identify opportunities to improve service delivery, and support process improvement initiatives
Ability to identify and document business requirements

Senior IT Operations Analyst Resume Examples & Samples

Minimum 5-7 years of DBA working experience building, deploying and administering distributed Oracle database management system
Sound knowledge of database auditing, audit logging, creating benchmark for audit points
Sound knowledge of users access and database privileges
Experience with the building, configuring, monitoring, and implementation of Oracle DataGuard technology
Hands-on experience with Oracle performance analysis using Statspack, SQL tracing, etc
Expertise in managing Oracle database in Linux/Solaris/AIX
Experience with UNIX shell scripting
Experience with Oracle Exadata
Experience with Oracle on Cloud
Experience with performing backup and recovery for both application tablespaces and catalogue tablespaces
Familiarity with the other DBMS (DB2-LUW & Sybase)
Experience with UNIX/LINUX Server operating systems

IT Operations Analyst Resume Examples & Samples

Be a technical team member with subject matter expertise in multiple areas including; network communications, networking and multiple areas of telephony, specifically for trade floor voice systems
This is a technical role with a deep level of technical insight. Position requires a solid understanding and knowledge of IPC Turrets, Turret Infrastructure and VOIP systems
Perform MAC work on IPC trader voice systems, NICE voice recording systems, ICE Automatic Call Distribution system as well as the interconnecting infrastructure of these systems
Remediate issues with legacy systems and integrate with updated design
Assist in defining the future state of telecommunications and telepresence VC
Assist in troubleshooting/remediation efforts of legacy issues
Additionally, assist in trade overall front office and trade floor workspace support

IT Operations Analyst Resume Examples & Samples

Strong team player, self-motivated, highly organized and able to multi-task in a fast paced, dynamic environment
Experience and a sound understanding of network environments (TCP/IP, Cisco routers/switches, SNA, Firewall, Load Balancers) including an excellent understanding of telecommunications concepts and Telco connectivity
>3 years experience as level 3 support with multi-platform expertise (routing and switching, fireall, load balancer, wireless, VOIP, trace analysis)
Proficient in executing diagnostic techniques with a sound foundation of monitoring tools which include Tivoli ITNM, Vitalnet, CW2K, QIP, Netscout and Riverbed
Sound second level problem determination and problem source identification skills with regards to the various network technologies utilized within TD globally

Senior IT Operations Analyst Resume Examples & Samples

Troubleshooting functional and performance issues, and document root cause and remediation steps
Checking and documenting daily health status
Designing and writing scripts to automate repetitive functions
Developing and Reporting on Key Performance Indicator (KPI) metrics
Diagnosing and fixing production issues and engaging other teams as required
Performing configuration changes in production, as required, ensuring that the bank’s change management policies and procedures are adhered to
Performing and coordinating application deployments into the various test environments
Maintaining technical documentation (e.g. training, troubleshooting, deployment procedures)
Escalation to vendor and/or application SMEs when necessary
Performing version upgrade planning and deployment to meet currency requirements
Participating in design reviews
MUST HAVE UNIX/Linux administration experience preferably in the security space
The ideal person will have an understanding of compliance and governance and how it relates to audit
The incumbent should also have an understanding of enterprise-level access control solutions on a variety of platforms
Scripting or programming skills would be an asset
Strong knowledge of cryptography and cryptography tools
Secure email transmission
Excellent understanding of cloud base security
Excellent understanding of network technology
Experience with client based security tools
Programming skills and scripting experience an asset
Excellent analytical skills required to troubleshoot and diagnose issues
3+ years of experience with Symantec Endpoint Protection or similar products would be an asset
3+ years of experience with MacAfee DLP or similar products would be an asset
Guardian Database Product Suite is a significant asset
Participate in DR and BCM planning and testing
Self-motivated and ability to take initiative
Knowledge of IT Security principles, SOX and PCI regulations
Provide on-call 24x7x365 support as needed
CISSP or CISM designation would be an asset

IT Operations Analyst Resume Examples & Samples

Knowledge of DynaTrace, WebSphere, JBoss, Tomaca, .Net, IHS, IIS, Node.js, Performance Engineering, VM /.NET CLR tuning, Middleware tuning, DB tuning, APACHE/PHP, Scripting (Shell, BATCH or
Strong understanding of enterprise technology processes and procedures
Excellent communication (written, oral and presentation) skills with the ability to understand complex information and summarize in a clear, concise fashion
Service oriented – must demonstrate a strong sense of client impact
Comfortable working in a fast paced, highly dynamic environment
Ability to manage competing priorities and set expectations to ensure that all stakeholders are considered
Ability to multi-task and to effectively handle multiple demands and competing priorities
Ability to build effective working relationships with individuals at all levels
Strong understanding of ITIL, ITSM

Senior IT Operations Analyst Resume Examples & Samples

Lead the development and implementation of project gating with respect to onboarding changes and applications into Level 2 support
Accountable to minimize operational, reputational, and proprietary risks with the objective to reduce impact to internal and external clients
Collaborate with Application Support Managers to support project intake and post-implementation support, with a view to in-flight and in-plan projects and appropriate documented support procedures and readiness
Understanding of support requirements
A good foundation of project management methodologies including Agile
Experience with application production support protocols and preparing associated communications
Superior analysis and problem solving skills with the ability to quickly decompose complex issues into manageable components
Strong people person; must have the ability to work effectively in a rapidly changing environment
Establish an environment that promotes respect for individual employees and adheres to the policies and guidelines of the Bank
Strong negotiation, analytical and influencing skills
Outgoing, creative thinker who demonstrates strong initiative and flexibility to change
Articulate, thoughtful and able to distill complex information (business and technical) into key messages in order to foster decision making
Knowledge of industry audit controls
L1/L2, L2 Production Management
Strong understanding of ITIL, ITSM,
Strong knowledge of TD used tools such as SDM, X-Matters, Service-Now, Remedy

Associate IT Operations Analyst Resume Examples & Samples

Collect issues symptom details and perform basic statistical analysis for issue troubleshooting
Communicate operational achievements with end-users in timely manner
Logging calls using call tracking database on problems and requests received
Escalating support issues as required
Actively monitor the support queues to ensure the support cases are handled in a timely manner in person, via phone or web
Ability to work effectively in a fast-paced environment as part of a high performance team
Ability to work with supervision to meet deadlines, handles multiple priorities, and performs job responsibilities accurately under pressure and tight schedule
Be able to think analytically and logically to solve problem and requests received following the process and policy
Be positive and interact in a team environment and collaborate with team members internal and external to the organization
Be able to communicate professionally in written and verbal
Aptitude for technology with natural curiosity and desire to learn
Bachelor's degree in Computer Science or equivalent
Working experience in systems support, help desk, or other computer related experience is preferred
Solid technical understanding of PC platforms
Preferably knowing multi-functional services support environment
Experience with Windows OS, MS Office and common software applications support is preferred
ITIL knowledge is a plus

Senior IT Operations Analyst Resume Examples & Samples

Independently performing statistical analysis and communicating operational achievements
Identify, distinguish, and analyze multiple components of a problem, and then make recommendations for business change
Logging calls using call tracking database on problems and requests for service, escalating support issues as required, prioritizing and supporting the IT inquires being received
Actively monitoring the support queues to ensure the support cases are handled in a timely manner in person, via phone or web
Perform daily operational duties as required
Understand current computing environments vs. emerging technologies vs. future technology roadmaps to improve and streamline existing process and solutions
Be mentor to junior team members providing career development advice and inspiring creativity and innovation
Develop new knowledge, document, and share with teams in the organization
Strong analytical and problem solving skills with an ability to develop creative alternatives to resolving high priority incident or complex problems
Ability to work independently to meet deadlines, handle multiple priorities, and perform job responsibilities accurately under pressure and tight schedule
Strong organization and delivery skills to balance work and lead projects using methodical and disciplined approach with attention to detail
Strong interpersonal skills to interact in a team environment and collaborate with team members internal and external to the organization at all levels
Demonstrated ability to handle confidential information
Excellent networking and relationship building skills
Strong business acumen and also cultural sensitive
Self-starter and ability to deal with ambiguity
Improves contributions and capabilities of team members
Innovative thinking and creative solutions to drive IT partnership
Enthusiasm for the entertainment and travel industries
Proficient in spoken and written Chinese and English
Bachelor's degree in Computer Science or equivalent plus minimum 7 years of relevant systems support, help desk, training, or other computer related experience
In depth technical understanding of PC platforms and up-to-date experience on Service Desk and LAN/WAN technologies
Experience in service provision, preferably in a multi-functional services support environment
Experience with Windows OS, MS Office and common software applications support
Hands on experience on Polycom system and Smartboard system and conferencing support services
Knowledge on AutoCAD/SAP/Oracle is a plus

IT Operations Analyst Resume Examples & Samples

Analyze, process and document requests that comes from different source (Intake tool, Email, Attestation, Forms)
Categorize and document each request appropriately within the Request Management Tool
Manage accesses on different Platforms, Network Resources and Applications following strict and specific standard and processes
Manage approvals
Master controls, processes and security policies and standards
Manage, complete and document the different attestation cycles
Answer Audit related question and provide requested evidences
Maintain all documentation related to Access Management
Contribute in the achievement of our Service Level (SLA) for the department

IT Operations, Analyst Resume Examples & Samples

Alert management to emerging trends in incidents
Assist in software releases and roll-outs according to Change Management best practices
Daily operating and ticket managing in Matrix42
Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
Install anti-virus software and ensure virus definitions are up-to-date
Perform preventative maintenance, including checking and cleaning of Desktop/Laptop computers
Test fixes to ensure problem has been adequately resolved
Develop help sheets and FAQ lists for end users
Reinforce SLAs to manage end-user expectations

Senior IT Operations Analyst Resume Examples & Samples

Wireshark
Cisco networking (switching & routing) and Internet Protocols
Working knowledge of network and routing protocols such as OSPF and BGP
Palo Alto Firewalls, VPNs,
BIND
F5 LTM, GTM,
Experience with ITIL V3

Senior IT Operations Analyst Resume Examples & Samples

Work as a member of a highly skilled team in support of business environments
Provide end to end support from dev all the way to production environments, including after hour support and on-call duties
Investigate new technology in conjunction with other areas of ITS, that will benefit the businesses requirements
Work within the enterprise & vendors to come up with solutions for a specific project
Work as a member to support existing legacy environments
Support systems within a private cloud environment
Partner closely with stakeholders to improve production environment stability
Leads the support of highly complex and comprehensive systems and/or business lines
Identifies root causes and implements targeted and controlled remediation plans
Reviews, participates and implements procedures
Provide quality service and solutions consistent with objectives and client requirements
Effectively handle incident management for outages
Ensure timely notification and escalation of possible issues/problems, options and recommendations for prompt resolution
Provide expertise to other functional areas (technology, trends and processes)
Join projects aimed at evolving the base infrastructure, deploying new technologies, or optimizing the operational environment
Deploy base infrastructure components for all environments
Follow change management procedures. ensure proper testing, sign-off, monitoring
Use meaningful metrics to monitor environment's performance
Participate in disaster recovery planning (Define, Review, Test)
The candidate must hold a range of advanced knowledge of Unix and Linux skills and eager to provide consultative support to other groups outside of Operations

IT Operations Analyst Resume Examples & Samples

Provide traders with technical support and information in a professional manner
Setup and configure market data and trading applications including, Reuters, Bloomberg, Fidessa
Diagnose desktop and software problems through troubleshooting skills and research
Coordinate end to end client support from request through resolution
Provide support for projects when required
Able to multi-task in a fast paced financial services environment
Interface with other support teams and vendors
Coordinate and support system changes, user builds and desk moves

IT Operations Analyst Resume Examples & Samples

.Execution of system/application maintenance functions
Incident and Change Management as well as enterprise surveillance of the associated components in these environments
Areas of support include application, database architecture, hardware/operating systems and network communications equipment
The position entails creating Incident tickets, understanding and complying with Change and Problem Management policies
The candidate is expected to act as the focal point for all exceptions, ensuring incidents are resolved promptly mitigating impact to TDBFG
Technology Degree/Diploma or equivalent work experience
CCNA, CCNP and ITIL certifications are a definite asset to this position
The successful candidate must be a strong team player
Candidates should posses a sound understanding of distributed (AIX, LINUX, WINTEL, SUN) and network environments (TCP/IP, Cisco routers/switches) including basic telecommunications concepts

Senior IT Operations Analyst Resume Examples & Samples

Minimum 5 years of DBA working experience building, deploying and administering distributed DB2 database management system. Strong Sybase knowledge along the same lines would also be very good to have
Degree or Diploma in Computer Science or equivalent experience
Thorough working knowledge of the different versions of DB2 (9 & 10) on UNIX or Linux operating systems
Thorough working knowledge of the different versions of Sybase ASE (12.5 & 15) on UNIX or Linux operating systems
Experience applying DB2 and Sybase maintenance fix packs
Experience with diagnosing and tuning performance issues as they relate to DB2 and Sybase
Experience with Sybase Replication Server
Minimum 3 years experience with large Data Warehousing environments
Knowledge of general cloud computing technologies
Experience with open source databases specifically MongoDB and Cassandra
Familiarity with Hadoop
Technical knowledge of TDBFG legacy business applications
Familiarity with the CA-7 enterprise batch scheduling solutions
Familiarity with the other DBMS (Oracle, SQL, Essbase

IT Operations Analyst Resume Examples & Samples

Undergraduate degree or Technical Certificate
Technical degree and/or IT Certification preferred
General knowledge and understanding of PC hardware and components
Working knowledge of Windows XP
Ability to effectively communicate information verbally and in written form
Sound judgment and decision making skills
Ability to think analytically and troubleshoot technical issues
Ability to handle multiple tasks in a fast-paced environment
Ability to adhere to scheduled shifts, arriving promptly and following scheduled breaks and lunches
Ability to type
Ability to work shifts that may include days/nights/weekends

IT Operations Analyst Resume Examples & Samples

Extensive use and knowledge of Service Now and its reporting features
Advanced troubleshooting skills with Cisco Video equipment, WebEx meetings, Polycom HD equipment, etc
IMAC
VIP support backup
High level customer service skills and the ability to interact closely with all users including executive level users
60% audio video support and 40% general Client Support responsibilities
HS Diploma or Equivalent
Prior experience as an associate or contractor with Ecolab
Strong problem-solving, analytic, conceptual and critical thinking skills
Excellent communications skills, both verbal and written
Strong PC troubleshooting and Service Now skills
1+ years experience supporting and implementing solutions for a company with a large field sales or service team

IT Operations Analyst Resume Examples & Samples

An Undergraduate Degree, Technical Certificate, CCNA certification, and ITIL certification
The confidence to perform as an individual and a team player
The self-motivation to seek opportunities
The desire to resolve issues
The ability to multi-task in a fast paced and dynamic environment
Excellent communication skills (verbal, written and listening)
Demonstrate an understanding of Distributed (AIX, LINUX, WINTEL, SUN). Cloud, Network, and System-i (AS/400) environments

IT Operations Analyst Resume Examples & Samples

Monitor the infrastructure, the network and associated applications for alerts and events to provide immediate response to issues
Diagnose and gather data for problem resolution to support root cause analysis
Actively participate in problem resolution within agreed parameters ensuring issues are logged correctly and successfully closed or escalated to the appropriate 2nd Line resolver group
Escalate issues appropriately, ensuring they are tracked through to a successful resolution
Ensure efficient handover of outstanding issues delivering sufficient knowledge to aid quickest resolution
Ensure that scheduled and unscheduled tasks are carried out in a timely manner according to agreed Operations Centre planning
Carry out system administration tasks within agreed parameters to support availability and capacity management
Conduct Service Desk Analyst duties out of core hours as part of the 24x7x365 service desk provision
Work with users over the telephone, remote PC connection or email to resolve issues with IT services
Ensure that requests for assistance are responded to in a timely manner according to agreed SLA’s
Diagnose and resolve problems accurately making sure they are logged correctly and either closed successfully or escalated appropriately to 2nd line support teams
Document and communicate new fixes and workarounds to 1st and 2nd line support teams
Ensure full adherence to escalation procedures in incident, problem and change management
Take ownership of escalations when asked and deliver solutions
Seek to improve process and procedures
Ensure BDUK IT and Service Management procedures are fully adhered to at all times
Be prepared to work at short notice in an alternate facility to support Business Continuity, and at scheduled intervals to prove the facility and Business Continuity Plan for BDUK
Undertake training as directed and seek to constantly improve performance through development
Update and create articles for knowledge management
Experience of an IT Operations Centre/ Operations environment
Service Desk experience
ITIL qualified or understanding of ITIL
HP BTO Service management tool (or equivalent) desirable
SC Clearance or ability to obtain
Tier 1 Service Desk call handling
Remote device control software and tool-suites
Low-level System Administration tasks
IT problem solving diagnostics

IT Operations Analyst Resume Examples & Samples

Build and maintain MFT and EST processes in coordination with internal and external partners
Resolve complex process and tool configuration issues independently
Operations and Systems Monitoring, to include oversight of operational IT processes and schedules for MFT, EST, ETL and other batch data processing
Implementation and Support to include application upgrades, MFT and EST configuration, code promotion and production incident resolution
Operations, Policies and Procedures – Develop, review, revise and manage
ON CALL - There is an on call rotation for 24x7 support with the existing team - 1 week each month

Senior IT Operations Analyst Resume Examples & Samples

1) Reporting & Analytics – provide all Service Desk segments various types of reports, both scheduled & ad hoc to drive performance management and Continual Service Improvement initiatives
2) Workforce Management – maintain Enterprise Workforce scheduling, forecasting and adherence reporting to drive service level improvements and cost effectiveness
3) Work Intake & Documentation – onboard net new support and changes to existing support with streamlined documentation process, driving speed to market with support information improving front line handle time and first call resolution rates
4) Quality Assurance & Training – manage and improve an Enterprise Quality Assurance & Coaching/Training program designed to improve agent effectiveness and efficiency
Perform scheduled & ad hoc reporting for various Service Desk requirements – including performance reporting, ad-hoc reporting, issue identification & root cause analysis, forecasting and adherence reports
Compile and evaluate information gathered from multiple sources, reconcile inconsistencies, decompose high-level information into details, abstract up from low-level information to a general understanding (data that front line employees can understand) and distinguish documentation updates from the underlying true needs
Ensure actions performed are consistent with problem management and incident management procedures used in TD's ITS Operations department
Successfully participate in multiple initiatives simultaneously
Work with Service Desk Management to create, improve, consolidate, standardize and automate a wide variety of reports from a plethora of data sources including Call Management, Ticket Management and Workforce Management systems
Strong analytical and service management knowledge required, including a thorough understanding of how to interpret business needs and translate them into departmental shared applications utilized to efficiently and effectively support our environment
Excellent verbal, written and presentation skills – including the ability to interact professionally with a diverse group ranging from Front Line Staff to Senior Executives and other Business Segment Leaders
Superior time management abilities, prioritizing workload based on impact to the environment and immediate benefit to the department
Collaborate effectively with Service Desk Management and Staff to educate, improve and create tools/reports which increase Service Desk capabilities, reduce employee down time or reduce costs
Be accountable for the accuracy, completeness and timeliness of all assignments – ensuring all work is delivered in advanced of deadlines

IT Operations Analyst GBS Resume Examples & Samples

Participating in early project engagement activities with an eye to enabling a smooth handover to sustainment and long term sustainability
Researching, analyzing and implementing solutions while mitigating risks
Aligning to enterprise and team standards for monitoring production, outputs, and services. Ensuring SLAs and other quality metrics are met
Continuously improving processes and systems
Escalating and communicating issues when necessary
Developing permanent, accurate solutions for recurring problems
Enabling consistent results through development of standard processes
Bachelor’s degree in Computer Science, Business or equivalent work experience
Experience on code development in MS SQL Database (queries, packages, procedures, performance tuning)
Strong interpersonal skills for great relationships within IT and business teams
Excellent communication skills, spanning written, verbal, and presentation areas

IT Operations Analyst Resume Examples & Samples

2 – 3 years of IT Support experience
Utilities experience (Electricity/Hydro/GAS Markets) preferred but not required
Knowledge of ITIL V3
Knowledge of Microsoft Windows 2003/2008 Server & Windows 7 Operating Systems required
ITIL
Windows

IT Operations Analyst Resume Examples & Samples

Cloud DevOps
Capacity Planning/Availability & Metrics
Tooling and Continuous Improvement
Application Deployment Automation and TOSCA Cloud Deployment Blueprinting support
DevOps automation and support
Build and deploy the Payment applications on Cloud and non-Cloud environment
Ability to work on multiple concurrent projects

IT Operations Analyst Resume Examples & Samples

Execute the VSA hardware refresh process
Monitor and respond to incidents arising from refreshes
Log and report activities
Follow processes and procedures to ensure that hardware refresh standards are properly executed
Maintain and participate in the development of operational procedures, processes, and scripts
Test and support software and hardware upgrades that directly affect the refresh process
Perform process, hardware, and software analysis on technologies in their area of support, and make recommendations to management
Partner with cross-functional teams on support initiatives
Support and maintain infrastructure solutions using required tools and technologies
Knowledge of VMware infrastructure technologies
Basic understanding of network hardware and topology
Familiarity with virtual computing (specifically VMware)
Experience with IBM/Lenova x86 architecture

IT Operations Analyst Resume Examples & Samples

Ability to provide guidance to junior team members
Past experience fixing problems and coordinating of change implementations and enhancements
Ability to research, maintain, support applications and systems (low complexity)
Exceptional team player! Winning communications skills!

IT Operations Analyst Resume Examples & Samples

Install, patch and troubleshoot general desktop software – OS images, Office applications, internet browsers
Install, configure and assist with the support of Bose customized software – shop floor applications for repair technicians and operators in the facility, badge access system, security camera system
Install, patch and maintain VMs and VM hosts
Maintain SQL Server databases – maintenance jobs, cleanup routines, backups
Maintain and support domain controller
Install, maintain and support hardware – server racks, network cables, phones, related telecommunications infrastructure, label and laser printers, RF guns
Monitor network stability and performance to ensure 24x7 operations
Identify critical issues, triage and escalate issues following standard procedures
Independently recognize areas for improvement and lead/facilitate work to improve processes
Work with on-site end users to collaboratively target areas for improvement in the IT delivery
Provide guidance and on-site insight to remote team members for complex projects
Provide impact analysis for upcoming patches, upgrades and projects
Initiate communication to clarify business requirements, business issues, project statuses, etc. as necessary
Review and prioritize improvement work and balance with on-going support work
Continuously improve professional business and technical skills through practice, training, and education
Windows Desktop OS installation and troubleshooting
Printer installation and troubleshooting
RF gun installation and troubleshooting
IT for business or manufacturing project management

Associate IT Operations Analyst Resume Examples & Samples

Implements machine modifications to increase the capacity of the system. Directs compilation of records concerning production, machine malfunctioning and maintenance
May advise on organizational, procedural, and work-flow plans, methods and procedures analysis
Specializations in this family includes (but are not limited to): Network, Print Services, Production Control

IT Operations Analyst Resume Examples & Samples

ITIL Foundation (Preferred)
2 – 5 years of experience in technical writing or quality assurance activities
Demonstrate commitment to work by consistently reporting as scheduled
Demonstrate professionalism when working with users, co-workers, and management
Complete work assignments within established timeframes
Demonstrate working knowledge of basic service delivery best practices and principles
Experience with Remedy ticketing system, SharePoint, Microsoft Excel, and Word
Must be a detail oriented self-starter with high-level analytical problem solving ability
Ability to produce instructional SOPs and operational training materials
Demonstrate ability to develop and implement solutions for identified risks or deficiencies
SharePoint administration
Experience in a 24x7 IT Operations Center is a plus

IT Operations Analyst Resume Examples & Samples

Bachelor’s Degree in Computer Science, Information Systems, or other related field
Experience with multiple system environments (mainly SAP) and IT Infrastructure (e.g. servers, security and network / telecommunications)
Experience in IT vendors management
Advance or fluent in English Language ( Writing, reading & Speaking )
Strong experience in providing application and Infrastructure technological support to people of variety of levels
Attention to detail and strong analytical, decision making, teamwork and communication skills

Associate IT Operations Analyst Resume Examples & Samples

Providing application support by researching, analyzing and implementing solutions while mitigating risks
Ensuring SLA's and quality metrics are met
Partnering with the business, vendors, and other IT teams
Coordinating problem resolution amongst various teams
Basic knowledge of database systems or enterprise application systems

IT Operations Analyst Resume Examples & Samples

The Senior Associate IT Ops Analyst will provide end users guidance and second level support by assisting in problem resolution
The Analyst works with both on-site and remote users with production problems and
Inquiries
The Analyst is tasked with complying with all the policies and procedures associated with IT Service Management
This position will analyze and assist in solving problems which are interfering with the timely completion of work by the company's employees in person, by telephone or via email
The Analyst is challenged to establish and resolve problems that may require additional research
This position is challenged with maintaining credibility with the clients to ensure eventual resolution of issues
The individual will work directly with vendors, and the infrastructure team on new sites and existing site expansions
Bachelor’s degree (Information Technology preferred)
2+ years of previous experience
Previous experience supporting applications such as MS Office, VPN, and various 3rd applications utilized by internal clients
Previous experience creating new users, modifying existing users, editing group policies in Active Directory
Previous experience in new hardware buildouts and imaging
4+ years previous experience with a strong customer service background preferred
Prior experience at plant location would be helpful

IT Operations Analyst Resume Examples & Samples

Installing and configuring computer hardware operating systems and applications
Monitoring and maintaining computer systems and networks
Ordering and fulfilling laptop, PC, tablet, and associated software needs for new and existing employees
Troubleshooting system and network problems, while diagnosing and solving hardware/software faults
Providing consistent excellent customer support to entire staff, while representing a variety of personalities and management levels
Travel to remote locations as required by the business unit
Knowledge of virus removal, backup network routing and switching, mobile device (including the use of mobile iron), and PBX systems (configuration and wiring)
Minimum 4 years’ experience with desktop support
Client and executive support experience
MCP, MCSDST CompTIA A+ certifications preferred

IT Operations Analyst Resume Examples & Samples

3-5 years experience in database development and support in MS SQL Server and Oracle environments
Strong experience in Database Administration in SQL Server (2008 and 2014)
Experience in troubleshooting and resolving database integrity issues, performance issues, blocking and deadlocking issues, replication issues, log shipping issues, connectivity issues, security issues etc
Experience in Performance Tuning, Query Optimization, using Performance Monitor, SQL Profiler and other related monitoring and troubleshooting tools
Ability to detect and troubleshoot SQL Server related CPU, memory, I/O, disk space and other resource contention
Strong knowledge of backups, restores, recovery models, database shrink operations, DBCC commands, Clustering, Database mirroring, Replication
Expert experience in implementing operational automation
Strong knowledge of how indexes, index management, integrity checks, configuration, patching. How statistics work, how indexes are stored, how they can be created and managed effectively
Knowledge of SQL Server tools (Profiler, DTA, SSMS, SAC, SSCM, PerfMon, DMVs, system sprocs)
SQL Development – ability to write and troubleshoot SQL Code and design (stored procs, functions, tables, views, triggers, indexes, constraints)
Solid acquaintance with windows server, security delegation, SPNs, storage components
Documentation skills for processes and procedures (creating KBs, runbooks, topology etc )
SQL Database Operational support to tech users
Knowledge in a scripting language like Powershell, VBScript, WSH

IT Operations Analyst Resume Examples & Samples

Highly developed critical thinking, analytical and problem solving skills
Experience and a sound understanding of Z Series MVS Mainframe, hardware and Operating system
Understanding of MVS, VTAM, IMS, CICS, System Automation, Netview, and AS/400 commands

IT Operations Analyst Resume Examples & Samples

Scheduling, monitoring and testing of batch jobs and reports
Monitor transmission and reception of data to/from 3rd parties
Notify users and support staff of batch failures, outstanding issues or online system unavailability
Log calls in the RMS ticketing System for any batch processing issue
Provide out of hours cover as part of the on call rota as required and very occasional weekend support
Correct and/or rerun batch processing errors/failures through to successful completion, using 3rd line support groups where necessary
Apply changes agreed with Team Lead/Senior IT Operations Analyst to batch process scheduling
Assist with Bank Holiday and Year End planning
Write and maintain batch and process documentation
Actively encouraged to spot areas for process improvements
Produce reports and statistics about batch processing
Maintain excellent relationships with

IT Operations Analyst Resume Examples & Samples

2 to 4+ Year’s experience
Qlik, Crystal Reporting and basic development experience is preferred
Bachelor’s Degree in related field is preferred
Some reporting and analysis background, preferable
Strong mathematical, analytical, and verbal/written communication skills
Must be highly organized. Strong sense of urgency in executing responsibilities and flexible when business needs require immediate changes to priorities
Excel, Access, Word, and Power Point experience essential. Experience with SQL and Qlik experience is highly desirable

Senior IT Operations Analyst Resume Examples & Samples

Support applications and systems by meeting or exceeding standards and service levels while minimizing operational risk
Promptly schedule packaging and new applications releases, engage partners. plan parallel work streams when possible
Leads the support of highly complex and comprehensive applications and systems and/or business lines
Researches industry standards, best practices and new innovations in technology and makes recommendations
Dive into design, review, and integration of all application requirements like functional, security, integration, performance, quality, and operations
Identify, address application/ data issues, cross-capability and cross-release issues that affect application integrity
May be involved in application deployment ( “off the shelf” or in-house) and procurement
Monitor system life cycles, ensure specifications and functionality support business. objectives and architecture decisions
5-7 years relevant experience
Ability to work independently in a senior/lead role on a diverse range of tasks and coach/educate others
Subject matter expert and consults with clients, team, and/or project team to provide technical guidance and highly complex troubleshooting/problem resolution
Readiness and confidence in installing, configuring, upgrading business applications/systems in co-ordination with appropriate stakeholders
Experience as a subject matter expert and consultant who can impart technical guidance and engage in highly-complex troubleshooting/problem resolution
Knowledge of the Financial Services market and emerging trends within that market
Demonstrated experience developing, writing and delivering external communications
Platform skills to be able to present and interact with clients and executive leadership

IT Operations Analyst Resume Examples & Samples

Test Automation & Test Data Management
Platforms include: Linux/JBoss, Windows/.NET, AIX/WAS, Host/IMS
Develop scripts to automate environment management tasks
Coordinate technical changes with internal technology partners, development, and QA teams
Understand DevOps, Continuous Integration
Able to work on projects combining waterfall and agile approaches
Must have hands on scripting skills - Unix/Linux shell scripting or Windows Powershell
Experience in JBoss CLI or WebSphere Jython scripting would be asset
Experience with version control systems Git, Nexus would be asset
Experience with SOAP, Restful web service
Nice to have experience with Jenkins
Skills in debugging scripts and troubleshooting Environment/Application issues are highly desired

IT Operations Analyst Resume Examples & Samples

Sound understanding of network environments (TCP/IP, Cisco routers/switches, SNA, Firewall, Load Balancers, WiFi) including an excellent understanding of telecommunications concepts and Telco connectivity
Continuously enhancing knowledge/expertise in business services, applications, infrastructure, analytical tools and techniques that can contribute to effective solution development/delivery
Keep current with industry and/or business trends
Comfort level working with vendors
Ability to work on low to moderately complex tasks under management guidance and supervision
CCNA, CCNP, and ITIL certifications are a definite asset to this position

Senior Associate IT Operations Analyst Resume Examples & Samples

Prioritize and proactively monitor events for global infrastructure components and critical business applications
Follow established processes and procedures to identify Critical incidents, escalate to appropriate support teams, and drive resolution
Facilitate technical conference bridges, with the guidance and assistance of the Duty Manager, local and regional IT Support teams
Communicate on Critical incidents for a broad business and IT audience, with the assistance of the Director on Call
Self-led and -motivated on goals for process improvement, incident reduction via problem management, root cause analyses, decision making, relying heavily on experience and personal judgment
Work with various support teams to onboard more applications and sites into the EMEC process
Creatively and curiously examine and interrogate work processes with a constant eye for new solutions
2+ years experience in a monitoring and escalation role
Must be open to working in a 24/7 environment
Flexibility on shifts, weekends, and overtime
Excellent communication and interpersonal skills in English (other languages a plus)
ITIL Service Management Foundations or Essential certification
Ability to work under pressure and in a fast-paced environment
Proven time-management skills
Willingness to take direction and follow pre-established guidelines & procedures

Senior IT Operations Analyst Resume Examples & Samples

User Access Management
Devices/Servers Management
Health checks
Attestations
Minimum 8 years configuring and supporting Source Code Management Tools
Minimum 8 years working directly with Source Code from both technical and security perspectives
Advanced knowledge of Mainframe and Mainframe Source Code Management Tools like Endevor, JCKCheck, ProJCL
Assist Technical Response teams by resolving service related customer outage tickets and trouble tickets
Work effectively as a team, supporting other members of the team in achieving project/business objectives and providing client services
Ability to prioritize and multitask

Senior IT Operations Analyst Resume Examples & Samples

Quality Assurance & Testing (infrastructure, continuous integration testing, deployment testing)
Test Automation & Test Data Management ( candidate will create an environment to enable these functions)
Release Management; responsible for builds, application version alignment & integration data points
Configuration of 3rd party tools (Hadoop)
Environment & Deployment Management; for application and the toolset to work together
Capacity Planning/Availability & Metrics; ensure that environment can scale & support large data volumes
Tooling (create or introduce set of tools to monitor the environment & provide sophisticated logging for Operations area
Continuous Improvement; ensuring ITIL processes are smooth, well documented & prepared for audit
6+ years of Java or Javascript development experience
1-2 Years Experience as a Technical Lead
3+ Years Experience with on-line development, SQL, internet technologies
2+ Years Strong understanding of, and/or experience with the following products: SQL Server (2000, 2005, 2008)
3+ Years Experience with Websphere, JBoss runtime environments, Unix shell scripting
1-3 Years Experience with Maven, Nexus, Jenkins, Git, Ant (would be open to other config tools outside of this)
1-2 Years Experience with in Deploying Technology
1-3 Years Experience Strong experience with Linux (preferably Redhat version 7 would be ideal)
Ability to code in a few scripting languages such as Python, PowerShell, JavaScript, Java, YAML- nice to have
Experience with Agile delivery methodology –nice to have (desire to learn & work in agile environment future sense if not.)

IT Operations Analyst Resume Examples & Samples

Will be responsible for completing tasks that directly relate to ensuring technology systems are available and operating efficiently
Provide level 2 support for escalated issues generated through the Help Desk
Experience troubleshooting application/system related issues
Working knowledge of PC operating systems as well as Microsoft Office applications

Senior IT Operations Analyst Resume Examples & Samples

Self motivated and highly organized
Demonstrated ability to multi-task in a fast paced and dynamic environment
Excellent communication skills (verbal, written and listening) are essential in order to interact effectively with support groups, clients and vendors

IT Operations Analyst Resume Examples & Samples

Providing exceptional service to our C-Level suite to ensure technology issues are resolved quickly and according to VIP level SLAs
Supporting business conferences and meetings, including WebEx, Skype Broadcast and Video Conferences, Polycom support and other in room technologies
Solving reported technology issues following ITIL guidelines and processes
Aligning to enterprise and team standards for Desk Side Services. Ensuring SLAs and other quality metrics are met
Managing incidents and requests in an ITSM application, escalating and communicating issues when necessary
Enabling consistent results through the development and/or enhancement of standard processes
Adhering to all policies, procedures and standards (including platform security, change management, and audit processes)
Building partnerships with the business, vendors, and other IT teams to help ensure successful resolution of escalated incidents and requests
Experience in leading vendor work teams
Demonstrated ability to identify, analyze, communicate and resolve issues
Ability to work both independently and as part of a wider team
Ability to work a variety of shifts and participate in on-call activities
Strong interpersonal skills for great relationships within IT, vendor and business teams
Excellent communication skills, including written, verbal, and presentations

IT Operations Analyst Technical Specialist Resume Examples & Samples

Demonstrated understanding of the IC
Demonstrated knowledge of training plans, software integration, and Service Level Agreements (SLAs)
Customer-service and goal oriented

IT Operations Analyst Resume Examples & Samples

Bachelor's degree in Computer Science/Business or equivalent required
Excellent customer service, time management, problem solving and timely decision making abilities key to success
3 year minimum enterprise work experience providing IT hardware and software troubleshooting required
Previous enterprise work experience monitoring the system and network a plus
Previous enterprise work experience resolving issues related to IT Support, network support, PC troubleshooting, application troubleshooting required
Ability to answer questions and resolve problems via phone, e-mail or in person required
Ability to listen and ask questions to diagnose and solve hardware and software issues required
Strong written and verbal skills required
Ability to successfully collaborate with a team required
Citrix XenApp, Active Directory, SAN/LAN and Exchange enterprise work experience needed
Enterprise experience working within the first three layers of the network needed
Works a flexible schedule, including on-call support
Commitment to work 2nd or 3rd shift required

Senior IT Operations Analyst Resume Examples & Samples

The new Workplace of the future needs you! Do you have the talent to assist these kinds of platforms "Azure Public Cloud, Azure Multi-Tenant Cloud, vNext Cloud, Exoprise"? Do you know how to alert on new technology for O365 in the Cloud and be able to support a large upgrade of desktops from the Win7 to Win10? Would you know how to integrate SharePoint 2013 into System Center Operation Manager 2012 as well? Do you have the skills to assist in upgrading SCOM2012 to the new SCOM2016?
As being part of this great Monitoring and Alerting Team you would still have to abide by all the regulatory rules using the tools set out before you for incident, change management
Perform controlled incident resolution including prioritization and escalation, involving business and technology partners as appropriate
Service applications and systems, provide application, systems, operational availability levels that meet or exceed standards and service levels already established, while minimizing operational risk
Promptly schedule packaging and release new applications in a timely manner, reduce change execution times by planning implementations with parallel work streams (while working with stakeholders as appropriate)
Strive to improve production environment stability by working with others to set up, maintain and monitor applications and systems, while meeting availability targets
Provide prompt, effective day-to-day support, accurately identify and resolve issues, perform controlled and timely incident resolution all while making client satisfaction a top priority
Deliver effective and defect-free support (application, software and operations), research system issues and opportunities, recommend changes, oversee execution, keep accurate documentation
Design, review, integrate application requirements (e.g. functional, security, integration, performance, quality, operations)
Address application, cross-capability and cross-release issues
Gain understanding of technical aspects of project and break-fix development related to the application, advise developers and solution designers
Assume incident management role (communicator, tracker, escalator, driver, etc.)
Monitor system life cycles, ensure both specs and functionality support business objectives and architecture decisions, re-develop as required
Use meaningful metrics to monitor environment performance
Improve performance and resource utilization by assessing and analyzing opportunities to optimize the operational environment
Follow established processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalate issues as required
Comply with both disaster and business recovery plans
Identify/implement process improvements to enhance revenue, customer experience and reduce costs
Support business case development, RFI/RFP and SLAs with vendors
Microsoft Azure Cloud Technology
System Center Operations Manager (2007-2016)
System Center Configuration Manager (SCCM)
IBM OMNIbus/Netcool Correlation Technologies
Microsoft O365 Cloud Technology
MSCE preferred
Experience on the following would also be preferred

IT Operations Analyst / Specialist Resume Examples & Samples

Bachelor or similar graduate degree field in Engineering, Computer Science combined with additional relevant IT and business experience
You have 5+ years’ experience working within IT Infrastructure
3+ years working with key stakeholders and decision makers outside India in an international environment
Work experience & good knowledge in Infrastructure qualification / compliance requirement in Pharma (or) Chemical industry (GxP) will be an advantage
Technical experience from an international service or consultancy firm
Excellent communication skills in English and comfortable working with different cultures
Willingness to work in a 24 x 7 time environment
You have a desire to keep close interaction with stakeholders
Personality who likes to be self-driven with large degree of flexibility & ability to work under high time pressure while maintaining a good sense

IT Operations Analyst Resume Examples & Samples

Service Transition – Assists with the transition of service / technology from non-production to production (includes gating and operability activities)
Operations Monitoring – Monitors and reports on overall systems performance and availability
Systems Management – Performs management and maintenance activities related to the ongoing support of applications, operating systems, storage devices and database / middleware components
Actively involved in resolving client applications issues
Support the installation, configuration, upgrade of business applications/systems in coordination with appropriate stakeholders
Develop scripts using appropriate tools to address gaps in the application/system, to simplify and enhance the application/system environment
Performs problem determination including data gathering and analysis

Senior IT Operations Analyst Resume Examples & Samples

Management and support of the Exova LAN/WAN across our North Americas sites ensuring network performance meets with business demands
Design, configuration, and installation of new network infrastructure components in support of business growth
Participation in the actions to ensure security is maintained across our core network infrastructure and that regular backups exist for all devices
Provide support to the Windows Server estate across Americas’ infrastructure ensuring capacity and performance are maintained. (Maintenance, commissioning, troubleshooting, decommissioning)
Compose, review, and carry out changes to the servers and network infrastructure across all sites in accordance with the Change Management process
Participate as lead technical resource in Americas wide and global projects

IT Operations Analyst Resume Examples & Samples

VMware VCP 5 or higher preferred, MCSE
College/University Graduate in Computer Studies
Excellent customer service track record
Minimum 5 years of experience building, deploying and administering VMware vSphere vCenter and ESX/ESXi environments
Working experience and knowledge of vCenter Server Appliance (VCSA) and vPostgres database
Working experience and knowledge of NSX technologies. General Software Defined Networking (SDN) knowledge an asset
Working experience and knowledge of VMware VSAN (hyperconverged storage) and Ruby vSphere Console (RVC)
Working experience and knowledge of VMware Update Manager for security and patching maintenance activities
Understanding of VMware PowerCLI and Powershell to automate operational tasks and changes
Expert Problem solving skills to troubleshoot and resolve VMware vSphere platform issues, with the ability to identify and resolve Windows/Linux Server OS issues
In depth knowledge regarding IBM/HP Server Hardware an asset (Rack mount and Blade technologies)
A good understanding of Microsoft Active Directory (AD) and security policies (GPO)
Knowledge of server imaging products an asset (Altiris, Platespin, Ghost, VM Converter)
In depth knowledge of VMware vSphere technologies; Distributed Virtual Switches (dvSwitch), Host and Datastore clustering, SSO, VCM, VIN, DRS, HA with a strong knowledge of TCP/IP, VLANs, MS Failover Clustering
Knowledge of vSphere environment monitoring tools such as vRealize Operations, vRealize Log Insight, vRealize Network InsightStrong understanding of Storage Area Networks (SAN), familiarity with Hitachi SAN an asset
Must be able to prioritize, working independently and in team environment
Highly organized and process driven

IT Operations Analyst Senior Technical Specialist Resume Examples & Samples

Ability to work independently and as a team member under tight deadlines with changing priorities
Proficiency in Microsoft Office tool suite
Knowledge and experience within IC DTE, other Intelligence Community, or DoD Information Technology Enterprise (IC ITE) providers

IT Operations Analyst Resume Examples & Samples

Develop and implement reports and queries to drive and improve IT processes
Collect, process and summarize data to support the IT Analytics / Research, Service Desk and Enterprise System Monitoring teams. This could include Service Desk data (call and ticket volumes); IT systems monitoring data (alerts and system outages); and Business data (sales and orders)
Design and develop both recurring and ad-hoc reports to deliver information with an emphasis on creating user interfaces that make it easy to run reports without knowledge of the underlying data structures
Coordinate research, analysis, development, testing and implementation of processes and technology solutions
Work with IT teams in the development of business requirements, process documents, training materials, strategy, systems and processes

Senior IT Operations Analyst Resume Examples & Samples

Excellent analytical/documentation skills
Ability to work in an fast paced environment
Ability to work both in teams and individually

IT Operations Analyst Resume Examples & Samples

Associates Degree in Business or Technology related field. Bachelor’s degree preferred
Demonstrated proficiency in MS office tools, specifically MS Excel, including complex workbooks and pivot tables, as well as MS Powerpoint and Visio
Demonstrated proficiency with MS Outlook
Professional acumen to interact with senior business leaders
Ability to communicate effectively in a clear, concise manner at all levels of a global organization
Demonstrated ability to manage competing priorities, multiple assignments in parallel and maintain a positive, customer oriented attitude

Senior IT Operations Analyst Resume Examples & Samples

University, College degree in computer sciences or equivalent educational background
Adequate experience in the areas of Performance and Capacity analysis and management
Minimum 5 years performing a similar role while doing Performance and Capacity analysis, Packet tracing and flow analysis
Cloud - Openstack and VMWare skills relating to tooling ,Performance and Capacity a big plus
Automation/scripting skills will be a definite asset
Knowledge and experience supporting Network Tools will be an asset
Minimum 5 years working directly on enterprise networks, SAN, NAS and Data Protection platforms (preferably Hitachi, EMC, MCData, NetApp)
Advanced knowledge of network and Internet Protocols (i.e.: DNS, RADIUS, SMTP, POP3, IMAP, HTTP, HTTPS, NNTP, NTP, NFS, SNMP, LDAP, etc.), analysis, deep packet inspections
A strong Network Specialist that can provides 2nd or 3rd level support to Operations group
Process oriented individual with an eye for detail
Experience understanding network security authentication and authorization as it relates to network flows and the delivery of applications and services
The following certifications would be an asset
Certified Cisco Network Professional (CCNP)
Cisco Certified Internetwork Expert (CCIE)
Certified Information Systems Security Professional (CISSP)
Experience with BGP and OSPF routing protocols
SAN/NAS certification

Senior IT Operations Analyst Resume Examples & Samples

Provides technical guidance for directing and monitoring information systems operations
Implements machine modifications to increase the capacity of the system
Evaluates vendor proposals for purchases of hardware
Directs compilation of records concerning production, machine malfunctioning and maintenance
Analyzes the results of monitoring the operating system(s) and recommends changes to improve processing and utilization
Specializations in this family includes (but are not limited to): Desktop, Infrastructure, Network, Print Services, Production Control, Data Center
8+ years of previous experience
Specializations in this family includes (but are not limited to): Network, Print Services, Production Control, Data Center
No relocation assistance available for this role
Bachelor’s Degree in Information Technology preferred
10+ years previous experience with a strong customer service background preferred
Ability to prioritize and execute multiple tasks
Effective interpersonal skills with high analytical and problem solving abilities

IT Operations Analyst Resume Examples & Samples

University, College degree or equivalent experience with Source Code Management
Minimum 6 years configuring and supporting Source Code Management Tools
Minimum 6 years working directly with Source Code from both technical and security perspectives
Advanced knowledge of the following Tools: MKS/Integrity, HPOO, Performance Center, ALM Quality Center, Endevor
A strong Source Code Specialist that provides 2nd or 3rd level support to Project Teams
Excellent verbal and written communication skills with the ability to explain technical concepts in business terms
Support a positive work environment that promotes customer service, quality, innovation and teamwork and ensure timely communication of issues/ points of interest
Willingness to learn new technologies and maintain industry knowledge
Perl
BASH scripting

IT Operations Analyst Resume Examples & Samples

Providing analytical support on a range of ad-hoc / cross-functional projects and strategic initiatives
Regularly reviewing and communicating progress against objectives and adjusting as needed
Analysing and explaining current and historic performance, providing effective commercial business challenge to ensure key operational, commercial and financial targets are achieved or beaten
Provide regular updates to management on the status
Helping to develop budgets and plans
Analysing and evaluation of budgets development
Communication with vendor companies and external management maintenance across department
Communication with other company departments as finance, procurement
Continuous development of efficient reporting tools and processes to support decision-making, driving use of the various systems and datasets available
Communicate key insights and recommendations to senior management to drive innovation agendas
Strong people skills to manage information-gathering requests
Results oriented, able to complete assignments in a timely and accurate manner, and the ability to manage competing priorities
Able to work independently while keeping Manager apprised of progress and issues
Comfort in ambiguity as demonstrated by being able to adapt in less-structured environment
Strong problem solving capability to figure out solutions to complex issues
Ability to build relationships, manage conflict and embrace change
Excellent analytical skills and the ability to translate analytical findings into actionable skills/processes
Proficient in Excel and other Microsoft products
Risk Analysis and Management
Customer orientation
Decision-making
Networking
Top-down thinking

IT Operations Analyst Resume Examples & Samples

Computer Science or Technology Degree/Diploma and equivalent work experience
Having CCNA, CCNP, CCIE, Cloud, Management and ITIL certifications are a definite asset to this position
Troubleshooting and Problem determination skills relating to network platforms including Routing, switching, firewalls, load balancers, optical, WAN connections, QoS, WiFi, DNS/DHCP, etc
Require strong technical background in key aspects of Network related IT infrastructure as described above
Strong WIFI understanding and troubleshooting skills and being able to support controller/AP configurations
Must be strong at making necessary recommendations and following through with remediation follow-up's including Root cause analysis and Problem action item follow up's as needed
Experience with using Matrix switches such as NetOptics Xstreams and Network Analyzers as well as packet sniffers, like Netscout Infinistreams and Performance Monitors
Expert knowledge in TCP/UDP and network protocol analysis of trace files and capture logs, in order to troubleshoot issues
VOIP Experience is a definite plus including ability to maintain voice related configs on network devices like routers and switches

IT Operations Analyst Resume Examples & Samples

Minimum 5 years of related experience in building, deploying, and administering directories related solutions
Experience in managing and supporting Windows 2003/2008/2012/2016 platforms, including Active Directory and DNS
Technical working competency with

Co-p-it Operations Analyst Resume Examples & Samples

Knowledge of firewall, router, and switch technologies
Ability to research and gather data, compile results, and identify issues
Ability to read and comprehend detailed technical materials and documentation
Ability to clearly translate “technical” to “plain” language and vice versa in interactions with clients and development team
Strong analytical, problem solving and organizational skills
Ability to communicate effectively verbally and in writing and work effectively with all levels of diverse groups
Outstanding team and customer focus
Knowledge of MS Windows operating systems (server & workstation)
Knowledge of Oracle database systems (esp. Linux operating system)
Knowledge of MS-SQL databases and scripts

IT Operations Analyst Resume Examples & Samples

Facilitate use of Amazon Web Services (AWS) for new project infrastructure or moves from existing infrastructure
Work with DevOps and Software Development teams to gather requirements for and setup AWS infrastructure
Help maintain domain names, SSL certificates and server infrastructure information
Facilitate application deployments by working with the Q-global and Q-interactive teams in obtaining deployment plans, entering tickets for production and pre-production releases, attending Control Access Board (CAB) meetings for approvals, and organizing application and database support for releases
A bachelor's degree in Engineering, Computer Science, or Information Systems but will consider experience in lieu of a degree
Minimum of five years experience with IT operations, software development, and/or hosting infrastructure
Adept using office productivity tools like MS Office, including Word, Excel, Outlook, PowerPoint, Project, Visio, Acrobat, Google Docs, Google Hangout, Google Chat, JoinMe, Webex
Conversant with the software development life cycle, data security, security testing, defect tracking systems, and source control systems
Knowledgeable about hosting infrastructure systems such as servers, firewalls, load balancers, network, certificates, DNS
Knowledgeable about Amazon Web Services including EC2, S3, Aurora, RDS, DynamoDB, Elastic Load Balancing, Route 53

IT Operations Analyst Resume Examples & Samples

Solid understanding and practical experience in customer support operations, Help Desk operations
Strong organizational and communication skills a must. Prior project management experience preferred
Proficiency in Windows systems is a must
Basic knowledge in hardware and networking
Ability to provide excellent customer service even during stressful situations
Experience in supporting computer users in a corporate environment
Familiar with most aspects of an IT/Help Desk environment
Ability to solve technical or operational problems and evaluate options based on relevant information, resources, experience, and knowledge
Ability to manage significant activities, and resources to produce and take responsibility for results

IT Operations Analyst Resume Examples & Samples

Strong knowledge of working on Windows/Server Platforms including MS Access and VBA
Intermediate knowledge of Oracle & Distributed DB2
Intermediate knowledge of code repositories CVS and MKS
Experience performing work on all aspects of application and systems support
Readiness to be actively involved in resolving client applications/system issues
Working knowledge of CA7, SFTP, EBX and TIBCO
Readiness and confidence in installing, configuring, upgrading of business applications/systems in co-ordination with appropriate stakeholders under minimal management supervision

IT Operations Analyst Resume Examples & Samples

Ability to grasp and translate technical concepts, think independently, and take the initiative required to resolve issues in a team structure
Strong customer orientation and a professional approach with the ability to interact with all levels within the organization
Excellent analytical and problem solving skills with the ability to quickly adapt to changing and competing priorities
Working knowledge of Sharepoint, JIRA, Confluence and other DevOps tools
Knowledge of Nexus, Cloud Infrastructure and DevOps process
Exceptional knowledge of Excel, BoW, Clarity, PowerPoint and Word
Some knowledge of business/ organization, Bank standards, infrastructure, architecture and technology in related areas from a design/ support/ solutions perspective

Associate IT Operations Analyst Resume Examples & Samples

Monitor company network devices, sites, and applications, and perform incident escalation when needed
Follow established processes and procedures to identify High and Critical incidents
Escalate to appropriate support teams, and drive resolution
Communicate outages to a wide range of the business including top level personnel
Assist the Duty Manager with tech bridges
Work with the Director on Call to develop high level communications
Fulfill team goals for process improvement, relying heavily on experience and personal judgment
2+ years IT experience
Demonstrated passion for customer service
Curiosity and creativity when approaching new problems
Ongoing desire to look for better ways to service the customer

Senior IT Operations Analyst Resume Examples & Samples

Partners with corporate IT key contacts and other support teams to drive consistent processes related to inventory management, onboarding, break/fix, recovery, process documentation, training, and technical support
Detailed expertise with ServiceNow cloud application used for asset management, knowledge articles, and service ticket tracking to ensure quality data is being entered by users globally so that metric reports are reliable
6+ years experience in an analytical and problem solving role
Exposure and understanding of Mobile device management systems such as VMWare Airwatch, Citrix XenMobile, MS Intune, Soti MobiControl
Prior experience in process mapping and workflow optimization

IT Operations Analyst Resume Examples & Samples

5+ years of experience with DoD or DON IT service management project work
Knowledge of the Naval Networking Environment (NNE)
Knowledge of the OCONUS Enterprise Network (ONE-Net)
Ability to work independently and deliver quality products, services, or results
ITIL v3 Intermediate Service Operations Certification
Experience with Microsoft Word, PowerPoint, Excel, and Project
Knowledge of SharePoint

Senior IT Operations Analyst Resume Examples & Samples

Optimize and maintain workforce management to drive improved support capabilities, cost effectiveness and employee efficiency
Review all new technical and business changes to tooling, process or support to ensure Service Desk Operational Readiness including knowledge transfer, awareness, process creation/consolidation/improvement
SPoC to prepare Global Employee Services for new or changed support requirements to ensure minimal impact to Service Levels and thus the Employee Experience, including review of post change performance to make corrections to support procedures/process/knowledge
Operate & improve Quality Assurance program to drive improved customer satisfaction and decrease re-work
Operate, maintain & improve shared living knowledge repository to rapidly deliver cost effective standardized solutions
Consolidate, standardize and modernize Service Desk policies, procedures and technologies to improve service delivery, consistency & cost effectiveness
Operate within TDBFG risk controls, regulatory and business requirements
Previous experience with NICE IEX WFM, VERINT, VIM would be an asset
Knowledge of Global Employee Services support structure would be an asset

IT Operations Analyst Resume Examples & Samples

Provide support for the ITIL Service Processes (Change, Incident, Problem, etc…)
Engage outsourced vendors as necessary to navigate processes related to equipment or services support by those vendors
Work closely with the Technology Services Organization to monitor ITSM Tool and ITIL services and processes

IT Operations Analyst Resume Examples & Samples

5+ years’ experience as an IT analyst, with multiple Network and Telecommunication solutions knowledge
5+ years Cisco (routers/switches/IP telephony/UCS), F5, PaloAlto, IVR, Genesis, Juniper, Infoblox, administration and design
5+ years Cisco Voice Infrastructure, Cisco CUCM and Cisco CUC
Strong demonstrated planning, problem solving, and analytical skills
Ability to anticipate problems, contribute innovative solutions to IT management
Demonstrated ability to probe, diagnose and resolve customer issues
Ability to prioritize and handle multiple tasks, while working with minimal supervision
Ability to communicate technical information to nontechnical personnel
Experience building and supporting workflow applications using workflow tools, preferred

IT Operations Analyst Resume Examples & Samples

Responsible for execution of core IT service management processes such as incident management, change management, problem management, service level management, and configuration management within assigned area
Reviews change tickets to ensure compliance with change management policy
Evaluates impact of change tickets to the business
Provides deskside support for end users, to include
Understands and applies principles, concepts, theories, and standards of professional field
Able to provide solid enduser support through a variety of methods including: deskside, remote support, telephone, and email
Able to work within a Service Level oriented environment
Able to work independently must be selfmotivated, and demonstrate initiative
Excellent troubleshooting and problemsolving ability
Able to integrate and work efficiently in a team environment
Able to interact well with others and possess a clear understanding of customer service and support
35 years experience in desktop and direct enduser contact support
35 years experience with Windows OS and Microsoft Office Suite
Demonstrated expertise with technical integration of client/server applications on the desktop
Good working knowledge of LAN\WAN technology – experience with TCP/IP
Able to multitask and prioritize workload Problem Solving
Applies research, information gathering and analytical and interpretation skills to problems of diverse scope
Consistently applies fundamental knowledge of service management, operations and support
Intermediate knowledge of technology system architectures and various technology disciplines
Proven ability to effectively troubleshoot program errors

IT Operations Analyst Resume Examples & Samples

Reports to IT Leader or IT Supervisor
Supports hardware installation and configuration and ongoing maintenance. Responsibilities may also include cabling, racking and hardware installations
Mobility device and PC support and/or MacBooks as required
Diagnoses and troubleshoots employee issues with personal computers and related systems
Builds strong and positive working relationships with all functional areas
Delivers results that may directly impact organizational goals and objectives
Provides timely resolution of problems or escalation on behalf of customer to the appropriate technical personnel
Comply with IT and Business policies, procedures and service guidelines
Frequently interacts with supervisors, peers, business unit and operations leaders, customers and other internal/external departments, interaction normally requires the ability to gain cooperation of others
3-5 years of professional experience on computer support
Working knowledge of Windows Operating System and Microsoft Office Applications
Excellent customer service and communication skills is necessary
Ability to manage multiple tasks in a fast paced environment with minimal supervision
Works in a team environment, shares knowledge, contributes to processes
Ability to maintain favorable customer relations, can deal comfortably with senior managers
Experience in SAP and shop floor systems are desirable
Degree in Computer Technology or equivalent work experience is a must

IT Operations Analyst Resume Examples & Samples

French Bilingual (written and verbal) will be an asset
Drive to provide legendary, front-line support
Adeptness in investigating problems outside your own knowledge area (read: apply a broad business focus)
Confidence in making wise decisions on your own within generally defined parameters

IT Operations Analyst Resume Examples & Samples

Ensure organizational adherence to the Change Management process. Support and meet auditability requirements for the assessment of risk, existence of quality documentation and performance of post-implementation review/lessons learned. Evaluate risk as it applies to critical business functions in the context of multiple changes. Use the authority of the change manager role to approve or reject changes. Escalate conflicts to management when appropriate
Act as the single point of contact for Change. Facilitate daily change and weekly CAB meetings and publish minutes. Communicate with change submitters and their management to resolve process conflicts. Provide coaching and/or training to staff as necessary or upon request
Track and report change metrics. Drive down production incidents and problems through the analysis and trending of data. Identify improvement opportunities to ensure that the process and tolls are effective and efficient
Provides on-call support for any operational problems which occur. Investigates and resolves moderately complex problems using established techniques and tools
6 years working in a large computer operations environment, experience in a mainframe, mid-range, servers, helpdesk, network and/or distributed computing
Information Technology Infrastructure Library (ITIL) foundations certifications preferred
COBIT Change Management Controls
Understanding of scheduling software, change management, problem management, project leadership, restart/recovery, JCL, DR and other software utilized by the Data Center
Advance MS Office skills including MS Access

IT Operations Analyst Resume Examples & Samples

Strong team player, and self-motivated
Highly organized and able to multi-task in a fast paced, dynamic environment
Understanding of MVS, VTAM, IMS, CICS, System Automation and Netview

IT Operations Analyst Resume Examples & Samples

The environment must be kept clean of Client Identifying Data (CID) and Sensitive Data, you'll be the guardian, controller, manager, advisor
You'll be involved setting up and industrializing operational environment for OCE
Your activities as well as day to day tasks will be focused on keeping the environment running smoothly

IT Operations Analyst Resume Examples & Samples

Responsible for executing IT operations processes to detect, escalate, and resolve incidents or potential incidents. Responsible for providing troubleshooting or tier 1 resolution services. Responsible for assisting with physical hardware installation, removal and support. (60%)
Provide incident leadership and assist with directing service delivery staff to restore service as rapidly as possible. (20%)
Responsible for managing and maintaining processes, procedures, elevation diagrams, system inventories. (20%)
B.S. or B.A. in Computer Science preferred, 2+ years of experience in an IT-related field
ITIL v3 Foundations Certification preferred
Demonstrate expertise with IT Service Management tools (HP Service Manager, Service Now, Cherwell, etc.)
Demonstrate expertise with IT Event Management tools (CA Spectrum / Unicenter, HP OM, SolarWinds, etc.) to identify and triage events for action
Demonstrate expertise with one or more of the following technologies, certification preferred

IT Operations Analyst Resume Examples & Samples

Investigates problems beyond own area of knowledge, applying a broad business focus
Assesses level of knowledge of caller and translates information when providing assistance
Prioritizes and may assign problems and service issues to other team members
Co-ordinates problem resolution and the implementation of changes in accordance with established change processes
Integrates all sources of information when providing assistance to clients
Makes independent decisions within generally defined parameters
Provides front line customer service support to clients on a broad range of issues
Supports and maintains computer systems and software applications
Reviews, analyzes, and evaluates business system requests and user needs

IT Operations Analyst Resume Examples & Samples

Work closely with the Senior Director, Information Technology to continuously improve and maintain the technical support activities
Develop, review and distribute dashboard reports reflecting productivity and quality of support operations
Collect and analyze data from multiple sources to identify trends and overall effectiveness of support operations
Develop and configure the knowledgebase used by customers and technicians, validating accuracy and accessibility of data necessary to quickly resolve issues
Develop and configure SharePoint and other self-service portals enabling end-users to provide self-service for quick and easy resolution without direct support assistance
Produce daily, weekly and monthly metrics used by IT and various business units to validate service effectiveness
Prepare communications for business end-users to announce and encourage use of tools provided by various IT units and market support services
Review schedules and service availability to optimize workforce effectiveness
Participate in the onboarding process for new services and products to be supported by the Global IT Support Services
The role provides an opportunity to understand, evaluate and streamline the company's core support model and will include interactions with support professionals across the world as well as key IT personnel
Analyze, evaluate, and develop creative solutions for business system needs and objectives for the customer community
Demonstrated collaboration skills at all levels
Strong verbal and written skills in both technical and business forms
Project management software and methods
Must work independently with minimal supervision
Must have demonstrated innovative solutions experience
Ability to work in a fast-paced, entrepreneurial department
Bachelor's degree preferred (non-specific) or equivalent work experience in a substantially similar position(s)
Experience in Microsoft Office Products (Word, Excel, Access, SharePoint) required
3+ years’ experience creating queries and reports through use of reporting tool to create efficiencies within the department
Possess strong understanding of data trends over a period of time, historical trending for performance analysis
3-5 years of progressive and varied project or program management experience in a process oriented position

International IT Operations Analyst Resume Examples & Samples

Focus on technology and the development of solutions and strategies
Responsible for development and maintenance of key team deliverables/dashboards/KPIs
Conduct periodic audits for overall international solutions, planning and delivery functions
Facilitate understanding between the International IT team and US Finance team regarding departmental financials
International IT Alignment
2+ years’ experience creating or utilizing business process models
2-5 years experience in development and administration of project and team level financial budgeting and tracking
3-5 years experience and commitment to applying project management methodologies
1-3 years experience gathering business requirements
2-5 years experience in reporting and analytics
2-5 years experience in technology solutions (some examples are: network, administration, security essentials, desktop & server administration, application configuration & administration, application development)
Proven leadership skills, including
Multi-lingual (Korean, Japanese, Spanish, German, French, or Chinese)
Bachelor’s Degree in International Business, CS, or MIS

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