IT Operations, Analyst Resume Samples

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F Ullrich
Fanny
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6197 Billy Summit
Detroit
MI
6197 Billy Summit
Detroit
MI
Experience Experience
08/2016 – present
Chicago, IL
Senior IT Operations Analyst
Senior IT Operations Analyst
08/2016 – present
Chicago, IL
Senior IT Operations Analyst
08/2016 – 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
12/2013 – 06/2016
Los Angeles, CA
IT Operations Analyst / Specialist
IT Operations Analyst / Specialist
12/2013 – 06/2016
Los Angeles, CA
IT Operations Analyst / Specialist
12/2013 – 06/2016
  • 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.)
03/2011 – 07/2013
Phoenix, AZ
IT Operations Analyst
IT Operations Analyst
03/2011 – 07/2013
Phoenix, AZ
IT Operations Analyst
03/2011 – 07/2013
  • 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
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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1

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
2

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
3

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
4

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
5

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
6

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
7

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
8

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
9

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
10

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
11

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
12

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
13

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
14

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
15

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
16

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
17

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
18

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
19

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
20

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
21

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
22

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
23

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
24

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
25

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
26

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
27

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
28

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
29

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
30

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
31

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
32

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
33

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
34

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
35

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
36

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
37

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
38

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!
39

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
40

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
41

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
42

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
43

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
44

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
45

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
46

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
47

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
48

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
49

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
50

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
51

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
52

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
53

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
54

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
55

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.)
56

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
57

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
58

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
59

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
60

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
61

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
62

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
63

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
64

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
65

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
66

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
67

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
68

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
69

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
70

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
71

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
72

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
73

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
74

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
75

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
76

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
77

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
78

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
79

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
80

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
81

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
82

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
83

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
84

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
85

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
86

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
87

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
88

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
89

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
90

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
91

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
92

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
93

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
94

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
95

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
96

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