Mission Support Resume Samples

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AW
A Wolff
Alexis
Wolff
18677 Walker Island
Boston
MA
+1 (555) 710 7591
18677 Walker Island
Boston
MA
Phone
p +1 (555) 710 7591
Experience Experience
03/2015 present
Los Angeles, CA
Manager, Mission Critical Support
Los Angeles, CA
Manager, Mission Critical Support
03/2015 present
Los Angeles, CA
Manager, Mission Critical Support
03/2015 present
  • Create and manage all global processes, infrastructure for MCS Delivery, including Delivery process to meet our SLA, update, and resolution targets
  • Establish/track success metrics, conduct team member 1:1's, and ongoing development initiatives
  • Coordinate with Product Management, Engineering and Development teams in identifying, reporting, and resolving product issues
  • Responsible for defining escalation processes, recommending and agreeing improvements with other affected functions, then ensuring successful implementation
  • Evaluate team and individual performance by analyzing data, reviewing cases, monitoring customer interactions, and tracking SLA achievement
  • Provide leadership and direction to the MCS Delivery teams WW resulting in increased overall customer satisfaction and Customer retention
  • Coach team members on approaches to case management and problem resolution
07/2010 01/2015
Boston, MA
Mission Critical Server Support Engineer
Boston, MA
Mission Critical Server Support Engineer
07/2010 01/2015
Boston, MA
Mission Critical Server Support Engineer
07/2010 01/2015
  • Assisting end users to avoid or reduce problem occurrences
  • Articulating recommendations and explain resolutions to clients
  • Providing direction and guidance to process improvements
  • Adding case resolution to Knowledge Management System
  • Should have exposure to Windows Server Operating System
  • Proactively assisting internal or external businesses and end users to avoid or reduce problem occurrence
  • Work in 24x7 environment, supporting customers worldwide(AME, EMEA, APJ)
09/2006 04/2010
San Francisco, CA
Mission Critical Support Engineer
San Francisco, CA
Mission Critical Support Engineer
09/2006 04/2010
San Francisco, CA
Mission Critical Support Engineer
09/2006 04/2010
  • Manage highly visible, global and strategic, specific enterprise accounts and ensure highest levels of customer satisfaction with Mission Critical Support
  • Attend, prepare and deliver quarterly business reviews with strategic customer stakeholders for your assigned accounts complete with KPIs and 90-day plans
  • Serve as a Trusted Advisor, drive conversations with our customer's Business Stakeholders armed with best practices for enterprise architecture functions such as Security, Performance, Development Process, Release Management and Application Governance
  • Oversee and manage the resolution of critical technical issues, ensuring prompt and complete resolution to technical challenges and business issues
  • Provide proactive support, including but not limited to; preparing/presenting trending graphs/reports, leverage the MCS Technical team for deeper analysis, engage with customer's account team to understand their technology road map and provide recommendations and best practices to minimize potential service disruptions
  • Advocate MCS customer's priorities internally within Salesforce. Liaise and work closely with the Salesforce R&D and Infrastructure teams on escalated technical issues and product roadmap changes/new features
  • Participation in MCS project work, including but not limited to; envisioning and sourcing new monitoring and/or reporting tools, creating or improving existing processes/procedures, as well as developing/providing additional "white glove" support practices associated to incident prediction and prevention capabilities
Education Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
University of Virginia
Bachelor’s Degree in Computer Science
Skills Skills
  • Highly motivated, with a strong sense of achievement and the willingness to both lead and contribute supportively to a dynamic team environment
  • Ability to respond to high-profile, high-impact customer/product escalations in a way that drives customer loyalty
  • Proven ability to manage complex processes and drive continuous process improvement
  • A team player who is influential and builds good working relationships across all functions
  • Solid business sense, including experience with cost/benefit analyses
  • Flexibility, integrity and creative problem-solving skills are a pre-requisite to be successful in this role
  • Experience developing and maintaining productive relationships across organizations to ensure that business initiatives are completed and business objectives are achieved
  • LI-Y
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11 Mission Support resume templates

1

Mission Critical Server Support Engineer Resume Examples & Samples

  • Assisting end users to avoid or reduce problem occurrences
  • Work in 24x7 environment, supporting customers worldwide(AME, EMEA, APJ)
  • Responding to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission critical)
  • Interfaces effectively with customers and internal resources to promote trusted advisor status of HP within accounts and facilitate uniform account support
2

Mission Critical Server Support Engineer Resume Examples & Samples

  • Technical Degree, Bachelor's degree or Master's degree in a technical/scientific discipline
  • Product Oriented Certifications - A+/N+/MCSA/MCSE/MCTS/MCITP/VCP Desired
  • Good Troubleshooting skills /Software related queries of our global clients either through Phone, Email and remote sessions
  • Superior customer service skills
  • Phone and remote support experience. E-support experience, knowledge and resolution ability
3

Mission Support Analyst Resume Examples & Samples

  • Reviews, analyzes, and assigns a broad range of incoming tasks and requests for information to appropriate program or individual for completion
  • Proofreads materials to correct spelling errors and ensure accurate use of grammar, punctuation, style, and format. Performs simple calculations to ensure accuracy, completeness, and consistency of data or information
  • Performs overall coordination and tracking of tasks involving numerous steps or varying procedures to completion. Must be detailed-oriented
  • Minimum Education: Associate degree or high school diploma and 4 years relevant work experience
  • Minimum of 1 year related experience preferably in the federal space
  • Must be able to obtain and maintain required federal government background check/investigation
  • Strong attention to detail and organization
  • Strong proficiency with MS Office Suite
4

Cyber Mission Forces Intelligence Support Analyst Resume Examples & Samples

  • 5+ years of experience with performing analysis and evaluating changes in adversary threats, strategy, doctrine, and operational environments
  • 5+ years of experience with providing intelligence support intelligence needs and requirements for offensive and defensive Cyberspace operations
  • 5+ years of experience with collaborating and coordinating all COLISEUM requirements with CMF, collection managers, and producers
  • Experience with supporting USSTRATCOM preferred
5

Mission Support Resume Examples & Samples

  • Manage oversight of classified document handling and transmission, facility access controls, visitor controls, special access program requirements, and security education and awareness
  • Supervise the security team and oversight of national security compliance programs and the protection of people, property, information and reputation over the area of assigned operations
  • Interface with USG representatives to schedule inspections, investigate incidents, and handle other issues that arise on occasion
  • Interact, coordinate and work with local management to provide timely, appropriate and efficient security support
  • Bachelor’s degree of minimum of 10 years of relevant experience
  • TS/SCI clearance with polygraph
  • Experience with standard Microsoft suite products (Word, Excel, Power Point)
  • Ability to effectively use customer’s security databases
  • Ability to effectively communicate processes and procedures to customer base
  • Possess outstanding customer service skills in order to meet high demand requirements
  • Possess working knowledge of ICD 704 requirements in order to appropriately facilitate processing requirements
  • Possess working knowledge of ICD 705 relevant to SCIF construction, accreditation and maintenance
  • Possess a working knowledge of INFOSEC requirements in order to appropriately coordinate with Program INFOSEC team
  • Possess and maintain a working knowledge of CI as it relates to operational program protection
  • Must possess the ability to provide primary support to meet logistics requirements
  • Ability to travel (CONUS) to contractor sites in order to coordinate activities
  • Strong interpersonal skills to maintain effective working relationships with team members and customer
  • Strong oral and written communication skills sufficient to compose and deliver responses to customers’ questions in a clear and concise manner, report the status of assigned tasks and projects
  • Self-starter with ability to establish priorities, resolve immediate security issues, and reach back to program manager to resolve issues
  • Comfortable working with senior management
6

Mission Support Requirements & Development Resume Examples & Samples

  • Knowledge of the principles and practices of engineering, with specific emphasis on orbital flight mechanics
  • Knowledge of applicable computer software and engineering programs used to address trajectory analysis problems
  • Knowledge of engineering methods used in numerical analysis, vector, and matrix analysis
  • Ability to communicate effectively, in writing and verbally, with stakeholders at varying levels for the purpose of translating technical information
  • Experience applying orbital mechanics practices and methods during real-time mission situations requiring rapid response to critical operational and engineering issues, as well as, to develop, execute, and evaluate trajectory operational concepts and documents for human spaceflight. Includes experience with detailed reviews of operational products to ensure clear processes are documented for mission success and crew safety
  • Experience executing analysis cases, including using computer applications, numerical, vector, and matrix analysis to resolve trajectory analysis problems
  • Demonstrated ability to interface with internal and external stakeholders at all levels to convey accurate technical information, input, and recommendations to meet trajectory operations objectives and achieve overall mission success
7

Mission Support Shift Supervisor Resume Examples & Samples

  • Works directly with other supervisors and technicians to accomplish all services under the statement of work (i.e. hot/cold calls, PMs, outages, repairs, etc.)
  • Supervises and directs work schedules for shift personnel
  • Conducts random inspections to review current/ on-going work to ensure the highest levels of standards are met
  • Inspects and diagnoses problems to determine corrective actions/repairs needed
  • Confers with the MSG Supervisor regarding discipline to status change for shift personnel
  • Interfaces with the customer as required to maximize productivity and minimize lost time
  • Responds to emergency site maintenance as required
  • Confers with and advises the MSG Supervisor regarding the status of maintenance projects and priorities
  • Keeps the MSG Supervisor appraised of unique situations and problems
  • Performs other related work as required or assigned
8

Test Support Mission Planning Engineer Resume Examples & Samples

  • Knowledge of F-15 or F-16 avionics desired
  • Must be able to interface closely with the configuration control manager of the Mission Planning Equipment (MPE) and JMPS test community
  • Must be proficient in updating the Link 16 Network Design Load (NDL) from the OPSTASKLINK
  • Ability to operate in a high operations tempo flight test squadron supporting multiple platforms with experimental OFP and ordnance configurations
  • Must be able to quickly grasp advanced concept weapons and fighter tactics
  • Must be able to work effectively as part of a test team
  • Proficiency in Microsoft Office applications required
  • Previously rated USAF aircrew, Test Pilot School or Weapons School graduates highly desired
  • U. S. Citizenship with current and active Secret security clearance with an investigation date within the last five years required. Must be able to obtain and maintain a TS/SSBI clearance
9

Coordinator, Division Mission Support Resume Examples & Samples

  • Supports mission program volunteer activities by maintaining volunteer data in Siebel, training logistics and coordination, fulfilling volunteer requests for program materials (through coordination with local office support), , processes program volunteer applications, fulfills program volunteer requests, volunteer mailings, and submits background checks for new volunteers
  • Fulfills forwarded patient and program related service requests; serves as the point of contact for urgent requests or changes/requests not related to Patient Service Center (PSC) capabilities
  • Handles mission and program data entry not supported by SSBC or PSC
  • Follows-up on incomplete fax referrals and constituent requests/complaints to resolution
  • Produces standard reports as needed to support ACS mission programs reviews/audits reports as needed; follows up on data quality or content concerns; manages specific data Siebel (i.e., patient served, participant reports, mission volunteer reports, etc.)
  • Oversees the patient resource center providing support by assisting walk-in patients when volunteer is not available, organizing materials and maintains wig room inventory, processes donated wigs, completes data capture
  • 0-2 years of mission support experience
  • Ability to lift 30lbs
10

Mission Critical Support Engineer Resume Examples & Samples

  • Manage highly visible, global and strategic, specific enterprise accounts and ensure highest levels of customer satisfaction with Mission Critical Support
  • Ability to orchestrate all salesforce teams efforts and ensure we are single point of contact for all post sales support activities
  • Previous experience with Salesforce.com CRM and its technologies
  • Familiarity of both the front-end web tier (JavaScript, AJAX, HTML, DHTML, CSS, and cross-browser development) and back end (Java,.Net,SQL) software development
11

Mission Critical Support Primary Engineer Resume Examples & Samples

  • Oversee and manage the resolution of critical technical issues, ensuring prompt and complete resolution to technical challenges and business issues
  • Understand and document how the customer uses our technology and to ensure the larger MCS Technical team understands has the appropriate level of customer knowledge to increase understanding and familiarity while resolving cases
  • Fluceny in French and English
  • Demonstrated analysis, problem solving and skills troubleshooting expertise
  • Familiarity of database concepts and data management (RDBMS) and SQL
  • Familiarity of XML, preferably experience using server-to-server web services (SOAP)
12

Mission Critical Support, Primary Engineer Resume Examples & Samples

  • Attend, prepare and deliver on-site quarterly business reviews with strategic customer stakeholders for your assigned accounts complete with KPIs and 90-day plans
  • Provide proactive support, including but not limited to; preparing/presenting trending graphs/reports, leverage the MCS Technical team for deeper analysis, engage with customer's account team to understand their technology road map and provide recommendations and best practices to minimize potential service disruptions
  • Advocate MCS customer's priorities internally within Salesforce. Liaise and work closely with the Salesforce R&D and Infrastructure teams on escalated technical issues and product roadmap changes/new features
  • Serve as a Subject Matter Expert (SME) exhibiting the highest level of expertise in providing Salesforce Support. The SME may be asked to review, improve, and approve technical work; to guide others; and to mentor or teach
  • 5+ years of prior experience in Technical Support/Services related role and/or 3+ years in technical account management
  • Certified Administrator and Advanced Administrator
  • Certified Salesforce Developer (DEV401)
13

Mission Critical Support, Primary Engineer Resume Examples & Samples

  • Comfortable interacting with all levels of customer
  • Certified Salesforce Developer (DEV401) CRM domain knowledge Previous experience with Salesforce.com CRM and its technologies
  • Language proficiency in English
14

East Asian Counterintelligence Mission Support Analyst Resume Examples & Samples

  • 2+ years of experience with conducting or providing analytic support to counterintelligence or counterespionage investigations
  • 2+ years of experience with conducting counterintelligence or all–source analysis
  • Experience with briefing senior military and civilian decision makers
  • Experience with M–3, i2 Analyst Notebook, TAC, and other IC resources
  • Ability to display current East Asian regional expertise
15

Mission Critical Support Engineer Resume Examples & Samples

  • Understanding how MCS customers use our technology (integration points, implementation setup, etc.) and ensure we understand how they are measured so we can align our success metrics
  • Provide proactive support, including but not limited to; proactive system/limit monitoring and communications, deep Splunk analysis, creating STEW (Salesforce Transaction Early Warning) alerts and queries, working with CCE and Technical Enablement teams on proactive tuning, and provide recommendations to minimize potential service disruptions
  • Lead the resolution of critical technical issues, providing prompt and complete resolution to technical challenges and business issues
  • Solid knowledge of XML, preferably experience using server-to-server web services (SOAP)
  • Strong experience in both the front-end web tier (JavaScript, AJAX, HTML, DHTML, CSS, and cross-browser development) and back end (Java,.Net,SQL) software development
  • Understanding of integration technologies: Computer Telephony Integration, Data Cleanse/De-Duplication; Data Replication, Transactional data to and from Salesforce objects
  • Second Language Proficiency(German, French, Spanish or Japanese)
16

Manager, Mission Critical Support Resume Examples & Samples

  • Ensure that Mission Critical Support engineers are equipped with the tools and knowledge necessary to delivery world class support services
  • Act as a technical liaison and subject matter expert
  • Hire and onboard new team members
  • Establish/track success metrics, conduct team member 1:1's, and ongoing development initiatives
  • Evaluate team and individual performance by analyzing data, reviewing cases, monitoring customer interactions, and tracking SLA achievement
  • Coach team members on approaches to case management and problem resolution
  • Respond to and resolve customer concerns and escalations (surveys, etc.)
  • Monitor, track, and report on resource utilization and allocation through project tracking and CRM system
  • Seek opportunities to develop diagnostic tools and processes to enhance company's ability to resolve problems
  • Coordinate with Product Management, Engineering and Development teams in identifying, reporting, and resolving product issues
  • Author, edit, publish and maintain solutions of known issues/solutions
  • Achieve subject matter expertise in the Salesforce Marketing Cloud platform including
  • Passion for the Customer Experience
  • 4+ years experience in leadership
  • 3+ years experience in a customer support role or equivalent
  • Experience with a software professionals services or consulting firm (SaaS preferred)
  • Ability to lead and build a technical team
  • Technical aptitude with proven problem solving, troubleshooting, and issue resolution experience to resolve a customers business, marketing, or technology concerns
  • Experience demonstrating successful time management and conflict resolution skills
  • Experience collaborating effectively across functional global teams
  • Highly motivated, self-starter, with the ability to direct work efforts independently
  • MS Office Tools (Word, Excel, Powerpoint, Visio, Outlook, Project) and/or Google Suite (Gmail, Docs, Drive)
  • Demonstrated experience with HTML and CSS
  • Demonstrated experience in SQL querying and scripting
  • Demonstrated experience with relational databases
  • Experience with API technologies
  • Experience with Internet technologies such as JavaScript, PHP, web servers, or other internet/networking-related protocols
17

Manager, Mission Critical Support Resume Examples & Samples

  • Provide leadership and direction to the MCS Delivery teams WW resulting in increased overall customer satisfaction and Customer retention
  • Create and manage all global processes, infrastructure for MCS Delivery, including Delivery process to meet our SLA, update, and resolution targets
  • Focus on Proactive Support and best practices for our Customers that will hasten their deployment
  • Define operational initiatives that will support our Strategic direction for MCS Support
  • Implement Dashboards, Early warning systems, and other proactive aids to detect issues with MCS Customers
  • Proactively engage Regional CFL and WW executives as appropriate to improve customer relationships and demonstrate Salesforce.com commitment to the customer at the highest levels
  • Develop excellent working relationships with other Support management to enable the successful delivery of Mission Critical Success and other value-added services
  • Responsible for defining escalation processes, recommending and agreeing improvements with other affected functions, then ensuring successful implementation
  • Strong change management skills are critical to implement various WW strategies
  • Must have previous and demonstrated leadership experience in a technical support environment
  • Flexibility, integrity and creative problem-solving skills are a pre-requisite to be successful in this role
  • Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive level management
  • Proven ability to manage complex processes and drive continuous process improvement
  • Excellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are required
  • Solid business sense, including experience with cost/benefit analyses
  • Highly motivated, with a strong sense of achievement and the willingness to both lead and contribute supportively to a dynamic team environment
18

Mission Support Analyst Resume Examples & Samples

  • Minimum of 3 years' experience support data analysis and processing within systems similar to BI2R
  • Minimum 2 years' experience in operational Biometric/Identity Intelligence data processing
  • Experience with EBTS, MatchML, WatchML, IDML, TWPDES and FBI RSP files
  • Experience analyzing business use cases, and delivering process improvements preferred
  • Position requires a self starter with strong organizational skills
  • Strong written and verbal communications skills are a must
19

Mission Support Specialist Resume Examples & Samples

  • Resided in the United States or its protectorate or territories (excluding short trips abroad, such as vacations)
  • Worked for the United States government as an employee overseas in a federal or military capacity; or
  • Been a dependent of a United States federal or military employee serving overseas
20

Supervisory Mission Support Specialist Resume Examples & Samples

  • Develop overall operational plans, objectives and strategies, ensuring they support the achievement of agency core processes in the organization and all field offices
  • Implement and develop short and long term plans to improve the delivery of services; Monitor and evaluate delivery of support services and review contractor requests and approve/recommend payment based on delegated authority
  • Review the results of all oversight activities, determine the significant and severity of problems and issue recommendations/guidance, and lead/direct the resolution, implementation and coordination of corrective actions
  • Initiate and conduct studies to improve the effectiveness of procurement, contract administration, and service level agreements and provide administrative and technical supervision necessary for accomplishing the work of the unit; and
  • Coordinate with management to identify resources, including staffing, funding, equipment, facilities and delivery or performance schedules and changes to the scope of work
  • Occasional Travel
  • Occasional Travel May be Required
  • Providing expert advice, assistance and authoritative guidance to supervisors, managers and employees on complex and sensitive issues pertaining to multiple administrative programs (e.g. budget, logistics, procurement, human resources, etc.)
  • Ensuring consistency in the application of administrative programs and determining areas of procedural and regulatory deficiencies and developing strategic goals for change, having agency-wide impact
  • Analyzing and resolving particularly complex and sensitive problems and issues such as those involving conflicting laws and other requirements; and
  • Developing valid techniques for measuring the success of administrative programs
21

Coordinator, Mission Support Resume Examples & Samples

  • Provides mission document, materials and product management by ordering brochures, flyers, kits and other materials/products to support ACS mission programs. Customizes or prepares mission related materials to include but not limited to: packets, brochures, posters, folders (Reach to Recovery Kits, Look Good Feel Better (LGFB) kits, and Personal Health Managers), wigs, wig caps, and other materials/ products
  • Supports mission program volunteer activities by maintaining volunteer data in Siebel, training logistics and coordination, fulfilling volunteer requests for program materials (through coordination with local office support), fulfills program volunteer requests, and volunteer mailings
  • Provides program support ensuring mailing of program materials/resources are sent to patients, performs non-PSC patient follow-up, submits program updates to PSC/Shared Service Business Center (SSBC)/Resource Management team for entry into Siebel and the Connection, coordinates program logistics, class lists, schedules rooms, event registration, maintains program supplies, copies, and coordinates with PSC. Support of non-Road to Recovery transportation programs (including payments or reimbursement for transportation, lodging, or issuing fuel cards to volunteers)
  • Provides Siebel support for mission managers, including data entry as identified
  • Provides support for the delivery of LGFB, including ordering and tracking LGFB kits, assisting in scheduling and sending reminders to session volunteers
  • Provides support as needed for patient resource center including assisting walk-in patients when volunteer is not available, organizing materials and maintains wig room inventory, processes donated wigs, and completes data capture
  • Able to work successfully in a diverse team environment
22

Mission Support Analyst Resume Examples & Samples

  • Compile information from multilingual sources to produce polished English reports for DOD leadership
  • Conduct thorough research projects on critical topics of interest using social media platforms
  • Coordinate and implement an assessments framework that measures the performance and effectiveness of the client’s tactical executions
  • Manage a variety of current and historical databases to ensure persistent measurement of the team’s performance and effectiveness
  • Maintain the team’s suite of technical tools, to include occasional technical troubleshooting and maintenance
  • Receive priority ad hoc requests from the client and engage appropriate resources to ensure a timely completion of the task
  • Bachelor’s degree in a related field (intelligence studies, political science, regional/language studies, or other degrees involving qualitative research)
  • Demonstrated experience writing high-quality English reports in an academic and professional environment
  • Working knowledge of social media networks
  • Previous experience working a dynamic position with multitasking requirements
  • High proficiency with core Microsoft Office applications
  • U.S. citizenship required. Minimum DOD SECRET clearance required
  • Master’s degree in a related field
  • TS/SCI Clearance
  • Familiarity (ILR 1+/2) with in a foreign language (Arabic, Farsi, Pashto, Dari, or Urdu)
  • Intermediate proficiency using MS Access