Command Center Analyst Resume Sample
Bill Marks
8192 Sonny Manor,
Chicago,
IL
+1 (555) 349 4083
Work Experience
Command Center Senior Analyst
12/2016
-
PRESENT
San Francisco, CA
- Strong knowledge and experience with routers, switches, and transport equipment such as Cisco CPT50 and Juniper
- Understanding of routing protocols such as BGP and OSPF
- Strong network experience and troubleshooting background
- Knowledge of transport and transmission systems relevant to SONET, DWDM, OCx, Ethernet, IP Services, and DS3
- Understanding of colocation and critical facility infrastructure
- Knowledge of Security Access Control Systems
- Strong follow-through and initiative to stay with issues until resolved
Command Center Analyst
08/2013
-
07/2016
Chicago, IL
- Discipline and tenacity to meet deadlines
- Self-motivated and able to work on projects with limited supervision
- Advanced skill in Microsoft: Windows Operating Systems, Office Suite versions, and Visio
- Firm understanding of Dell’s internal and key business partners processes and tools
- Seeking an experienced Major Incident Manager professional who thrives in a fast-paced environment and who is an expert at turning technical jargon or ambiguity into clear and concise alerts, notifications, and reports
- Initiating the bridge call, and engaging appropriate resources on the call per defined practice and protocol
- Assisting the Technical Resources with updating the incident records with appropriate notes
Global Command Center Intelligence Analyst
04/2008
-
06/2013
Chicago, IL
- Provide Alerts and Notifications, internal and external, as required
- Leveraging Skype for Business and EverBridge notifications to engage resources
- Manage approval process for emergency changes
- Build relationships with stakeholders and customers to support fast paced agile testing team
- Draft and manage incident after action reports
- Monitor mainframe batch schedule
- Monitor distributed systems batch schedule
- Work with application team in resolution of batch job failures
- Work with application team to implement scheduling changes
Education
University of Management and Technology
2002 - 2007
Bachelor's Degree in Computer Science
Professional Skills
- Excellent interpersonal, presentation, and verbal/written skills, including strong facilitations skills
- Strong analytical skills along with advanced Excel, PowerPoint & Visio skills
- Superior written and oral communication skills, data visualization and presentation skills; ability to share data in a concise visual and written manner
- Comprehensive customer experience skills
- Strong Excel skills, including pivot tables, graphs and advanced formulas
- Effective time management; proactive, critical analytic thinking and problem-solving skills
- Problem Solving/Judgment –Ability to use critical thinking skills to help resolve or mitigate customer impact service issues
How to write Command Center Analyst Resume
Command Center Analyst role is responsible for advanced, software, events, microsoft, windows, visio, excel, mainframe, gis, database.
To write great resume for command center analyst job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Command Center Analyst Resume
The section contact information is important in your command center analyst resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Command Center Analyst Resume
The section work experience is an essential part of your command center analyst resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous command center analyst responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular command center analyst position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Command Center Analyst resume experience can include:
- Ticketing System experience( Service Now)
- Strong understanding of existing and emerging social media platforms, tools and best practices
- Communicate and act on status of inbound calls, call waiting, abandonment rates and any anomaly being experienced
- Background in intelligence gathering, analysis, and reporting, and a strong knowledge and interest in geopolitical issues and security affairs
- Demonstrated track record of analyzing complex sources of data using complex analytical methods
- 5 – 10 years' experience with working in a day to day command or operations center for technology and business based platforms
Education on a Command Center Analyst Resume
Make sure to make education a priority on your command center analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your command center analyst experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Command Center Analyst Resume
When listing skills on your command center analyst resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical command center analyst skills:
- Good communication skills and be able to host conference calls with relevant stakeholders for outages / events / escalations
- Good working knowledge and demonstrated ability utilizing tools such as Delta , DCCMT and CMDv and procedures to accomplish job
- Good working knowledge and demonstrated ability utilizing tools such as Delta , DCCMT and CMDv
- Basic computer skills and basic understanding of Microsoft Office
- Advanced network experience and a strong troubleshooting background
- Basic computer skills and /or advanced understanding of Microsoft Office or other relevant products
List of Typical Experience For a Command Center Analyst Resume
1
Experience For Command Center Senior Analyst Resume
- Management experience in operations, customer service, or contact centers
- A strong love to help others succeed
- Notifies the customer prior to any major system changes or repairs
- Experience as a network analyst, network consultant, and/or network administrator familiarity with database, XML and JBOSS
- Thorough understanding and proficiency in Social Studio and Radian 6 listening tools
- Monitor mainframe console ensuring availability of onlines
- Mainframe (CA7) Batch Scheduling support knowledge
- Distributed Systems (Control-M) Batch Scheduling support knowledge
- Maintain ownership and improvement of reporting dashboards
2
Experience For Command Center Senior.analyst Resume
- IBM Mainframe Console knowledge
- Continue to strengthen the GCC’s culture of teamwork by identifying and maximizing opportunities for cooperation, coordination and collaboration. Be an advocate for positive communication and drive beneficial resolutions of conflicts
- Respond to server and network related support issues affecting agent tools, and ensure they are resolved to the customer’s satisfaction and accordingly to SLA
- Third Shift Required 1130pm - 830am (Sun/Mon or Fri/Sat off) or 11pm -10am (Tues/Wed/Thurs off)
- A willingness to learn and adapt
- Utilize Geographic Information Systems (GIS) to ascertain potential risk and incidents that occur in the vicinity of the company’s assets
- Support the critical role of 'Incident Reach back Command’ by facilitating the dissemination of information in order to mobilize the necessary resources to ensure that the Regional staff can mitigate immediate risk and incidents
- Monitors application traffic on backbone and suggest ways to optimize the data performance, make recommendations and to improve performance
3
Experience For Global Command Center Intelligence Analyst Resume
- Person needs to be able to understand complex issues and be able to work with peers to solve issues on behalf of EMEA Escalations team
- Develops and applies specialized knowledge within Escalation space
- Available to go on-call rotation to support the business once trained
- Works on assignments where considerable judgment and initiative are required in resolving problems and making choices, recommendations, or decisions to solve escalations
- Work is guided by objectives of the Escalation Team
- Review and analyse data to drive actions on business problems
- Case / escalation ownership and management end to end
4
Experience For Call Analyst for Enterprise Command Center Resume
- Analysis quantitative, qualitative and trend data, act on data
- The Analyst is involved in incident response situations on a daily basis, identifying and triaging potential impacts to the firm’s employees, assets, and areas of operation
- Compose and track incident Informationals to resolution; inform security, resiliency, facility, and technology responders; deliver information in verbal or written updates
- Escalate sensitive or high-impact incidents to senior managers and executives, including members of the JP Morgan Chase Operating Committee
- Monitor and administer travel security operations in accordance with procedures, including tracking, assisting, and advising international travelers on security issues across the region
- Monitor and support site and regional crisis management conference calls, gathering and providing intelligence and information (weather, travel, security, etc.) as required
- Flexibility to work overnights, weekends, holidays, and during crises as needed
5
Experience For Command Center Intraday Analyst Resume
- Conduct proactive research into potential risks; monitor external media feeds for threats to the firm’s facilities and/or senior management
- Collaborate closely with the CSC, End-to-End Customer Experience (CX), Data & Insights, Service Optimization Center, and Operations teams to align on processes and strategies
- Utilize dashboard tools such as MS Power BI or Lumira to create, maintain and own dashboards for Command Center reporting to the business
- Define the cadence for distribution of more complex, analytics-driven reports and dashboards
- Support efforts around social listening for portfolio of brands to inform the business on key performance indicators and develop recommendations based on these insights
- Server monitoring tools
- SLA Metrics Reporting
6
Experience For Command Center Intraday Analyst Various Shifts & Days Resume
- Alert and communicate across the business in times of crisis management
- Support the assessment of customer experience by developing KPIs, improving data collection and analysis processes, and comparing performance results against KPIs
- Provide analytics-based input to improve the end-to-end customer experience
- 1000 Internal Apps ($135M to monitor)
- 9000 servers (test and production servers)
- Understand how to access and interpret data in the Payment Authorization and Data Collect systems. Also able to access and interpret data in Network and
- Communicate with Computer Operations, Help desk and affected users to make them aware of the issue and related consequences
7
Experience For Command Center Senior Analyst Shift Resume
- Basic knowledge of listed functions, along with Database and Mainframe are required
- Ensure SLA’s are met as per customer agreements
- Ensure SLA’s are met for as per customer agreement
- Influence and overcome situations to achieve end goal
- Cope in fast paced environment
8
Experience For Command Center System Analyst Resume
- The opportunity to learn, grow and advance within our fortune 500 global company
- Use of discretion in confidential matters
- Exhibit and drive a sense of urgency, responsiveness, and credibility
- Independent self-starter; Detail oriented, organized, and ability to multi-task
- Identify and apply innovative solutions to complex situations
- Passion and capability for analyzing and synthesizing information from multiple sources, creative problem solving, gleaning insight and providing recommended "next action"
- Knowledge and understanding of organic/paid social media and customer data
9
Experience For Senior Global Command Center Analyst Resume
- Aptitude for numbers and a curiosity about information and data
- Detail Oriented: Highly organized, keen attention to detail and quality
- Team Player: Works well with many teams and different types of people
- Leads with confidence, is motivated and a fast learner
- Support days nights weekends 24 X 7 X 365
- Promote an environment that supports diversity and reflects the MoneyGram brand
10
Experience For Command Center Systems Analyst Resume
- Fluent in Mandarin desired
- Knowledge of transport and transmission systems relevant to SONET, DWDM, OCx, or Ethernet and IP Services
- CICS online knowledge
- BMC Remedy knowledge
List of Typical Skills For a Command Center Analyst Resume
1
Skills For Command Center Senior Analyst Resume
- Team player with good relationship development skills
- Six (6) months security experience to include experience with access control and Closed Circuit Television (CCTV) systems and processes
- Software skills required: Windows XP, Windows 7, Unix/Linux Microsoft Office Suite, Internet Explorer, Chrome and Firefox
- Strong understanding of security operations concepts
- Strong understanding of basic computer applications and database management
- Experience in using GIS applications
- Experience working in a 24/7 Network Operation Center
- Experience providing customer care and technical support
- Experience with routing protocols such as BGP and OSPF
2
Skills For Command Center Senior.analyst Resume
- Supervisory experience with L1, L2 or L3 support teams
- Experience as a Network Analyst2. Database knowledge such as JBOSS, XML, NOC
- Project Management & CLCA experience
- Prioritize in order to meet business objectives
- Experience with routers, switches such as Cisco and Juniper
- Strong follow-through and initiative to stay with issues until they are resolved
- Practical operations, data center and/or technical support center experience
- Applies discretion and independent judgment to identify when deviation from standard process is required without prior approval
- Present data to demonstrate business problems
3
Skills For Global Command Center Intelligence Analyst Resume
- Tracking, monitoring and reporting of system anomalies and processes
- Understanding of Dell dispatch monitoring tools
- Monitoring tools: HPPM, HPOV, Sitescope, Vantage View, New Relic, Dynatrace suite and Akamai LUNA user interface
- Responsible for analyzing and administering schedule optimizations and approving and administering real time exceptions
- Utilize all monitoring tools for troubleshooting and correlating alerts
- Perform manual application and portal testing to ensure systems are available and functioning as 'check-out' activities during post maintenance schedules
- Collaborate with various departments to develop initiatives to improve service and transaction handling efficiencies
- Support initiatives with simulations and modeling
- Actively scan for and pursue new techniques, industry practices, learning opportunities, tools and process improvement opportunities
4
Skills For Call Analyst for Enterprise Command Center Resume
- Results-driven - Ability to take initiatives and meet deadlines in a fast paced changing environment
- Conduct analysis of known threats to the client’s operations, and create customized analytical reporting products
- Keeps management informed of all activities regarding issues or outage
- Maintains software/configuration information on monitoring tools
- Assists in identifying projects and/or program or process development and implementation
- Alarm monitoring and CCTV review
- Perform off-hour short-term guard service scheduling
5
Skills For Command Center Intraday Analyst Resume
- Collaborate with cross functional teams and influencing to drive resolution
- Assists in identifying projects, program or process development opportunities and implementation
- Provide logistical support for crisis management teams, including exercise coordination, roster maintenance, and crisis call facilitation
- Monitor queue and track inbound calls
- Collaborate with Center supervisors and related personnel to understand and improve the accuracy of the data provided
- Perform various ad hoc analyses, formulate conclusions and present conclusions to management
- Lift and handle up to 50 pounds
6
Skills For Command Center Intraday Analyst Various Shifts & Days Resume
- Bend, stoop, and stretch as required for placement and retrieval of network devices, materials, or equipment
- Is a self-starter, adapts to change, motivated to set personal and program goals and proactively tracks performances
- Influence peers and management to fulfill program objectives
- Naturally accountable and responsible. Self-starter, self-motivated, self-directed, self-sufficient
- Special Response Security Officer
7
Skills For Command Center Senior Analyst Shift Resume
- Maintain an understanding of the Company’s Enterprise Resource Planning System related to piece part planning and end item delivery schedules to successfully coordinate resolution of delivery problems immediately or through collaboration with others
- Strong communication, relationship building and influencing skills are needed to accomplish problem resolution and inform stake holders
- Work and adapt effectively in a fast-paced, fluid environment, meet tight deadlines, and consistently produce error-free work
- Experience working within Support & Deployment
- Skillful negotiations with others to achieve desirable results
- Experience and knowledge of Delta and Fusion Tools
8
Skills For Command Center System Analyst Resume
- Prioritize work in a metric driven environment
- Experience within incident and crisis management at a global organization
- Leading and supporting CLCA projects
- Assist in facilitating speedy resolution to part non-conformances by engaging Quality Assurance in part disposition
- Recognize significant problems that cannot be resolved through normal actions and elevates notice to the Supplier Commodity Leader / Process Manager to mitigate risk and impact to the end item delivery requirements
9
Skills For Senior Global Command Center Analyst Resume
- Monitor part fabrication and supply chain processes, escalating issues in the process to the home site Supplier / Process Manager; challenges changes to delivery plans
- Assist in the development / improvement of Command Center standard work documentation. Assist Process Leaders in meetings, developing and improving standard processes and metrics
- Experience in Materials, Quality, Operations, Manufacturing / Product Engineering, Information Technology, or a Supply Chain discipline
- Knowledge of the hydraulic, mechanical and electronic manufacturing plans for all Programs, including OE, Development, Production Aftermarket and Transfer Programs
- Be proactive and deliberate about communicating with remote customers & suppliers on a regular basis
- Wisconsin Department of Regulation and Licensing Private Security License
- Capable of running predefined operational reports
- Manage multiple activities at one time in a high pressure environment
10
Skills For Command Center Systems Analyst Resume
- Mastery of multiple business disciplines (SBD / NBD / Escalations, etc) and many custom solutions
- Able to use multiple Partner and Dell tools to assess process success and remediation for failures
- Positive Dynamic “can do” attitude
- Knowledge of MS Office, Excel, Powerpoint
- Develops and delivers key initiatives to improve business processes
- Strong ability to communicate; excellent written and oral communication skills with ability to speak authoritatively to various audiences, ability to present material in a clear and concise manner; excellent interpersonal and analytic skills
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