Operations Center Manager Resume Sample
Mallie DuBuque
563 Mohr Crossing,
Detroit,
MI
+1 (555) 460 7594
Work Experience
Operations Center Manager
07/2016
-
PRESENT
Detroit, MI
- Train, observe, and supervise the operation of the equipment by MARMC Technical Services Duty Officers (TSDO’s) and Operations Watch personnel
- Provide on‐the‐job training to MARMC TSDO’s, Operations Center watch personnel and Emergency Operations Center (EOC) personnel during any and all established evolutions
- Provides coordination assistance for events and usage of common areas—including, but not limited to, the Café’, training room, and telepresence room, ensuring smooth operation of meetings/event being held in those locations from an event coordination perspective. Partners with Facilities on space planning efforts. Provides local support for desk/office moves
- Experience in facility operations or as a facility supervisor
- Above 5 years working experience in customer service area with contact center experience
- Strong sense of responsibility and communication skills
- Fluent in English and proficient in Microsoft office
- Excellent interpersonal and motivating skills to train the staff
- Recruit, hire, and train Remote Monitoring Operation Agents. Measure staff’s performance through Gordmans periodic appraisal program and provide training/development for continuous improvement
Manager, Operations Command Center
12/2011
-
05/2016
Detroit, MI
- Experience configuring and supporting DSLAM’s: Adtran/Calix/ALU/Tellabs
- Monitoring jobs in progress to ensure third party contractors adhere to HomeServe SLA’s for customer contact, on-site performance, problem resolution and compliance standards
- Attend meetings on enterprise projects to determine level of Contact Center involvement needed
- Share information on planned activities with all appropriate Contact Center stakeholders for execution
- Coordinate Contact Center resources as needed for real time activities in the event of any event (outage recovery, technical glitch, customer outreach, etc.)
- Work with Communication team and leadership to ensure all responsible parties are updated on activities impacting Contact Centers
- Scheduling according to the tasks
- Manage the capacity, quality and stock of the stockroom
Senior Netowrk Operations Center Manager
08/2006
-
08/2011
Houston, TX
- Use the tools to manage capacity
- Be aware of the best seller subfamilies that have the most quantities
- Efficiently preparing merchandise moves between stores
- Before delivery-Shipment preparation: Anticipate the needs of people and resources for shipment
- During delivery-Organize team, tools and time in efficient way. Coordinate with visual commercial the timing of the tasks. Reach the productivity and improve it
- Lead the Data Center Connectivity operations team, delivering program management and project controls to all DCC cabling projects and operations, and scaling the org through innovative processes and tools
- Build a high performing team, with emphasis on mentoring and developing operations leaders and individual contributors within DCC and across the Infra Data Center organization
- Provide leadership to effectively collaborate with and influence organizations that connect with DCC, including construction, technical program management, and sourcing teams. Establish crisp hand-offs between teams
Education
University of Wisconsin-Richland
2000 - 2005
Bachelor's Degree in Engineering
Professional Skills
- Practical experience in aviation related project management or project leadership, including but not limited to project planning, execution and assessment required
- Clearly define and set personal and/or team expectations with the project team as to scope, deliverables and process and then actively support and/or manage against expectations as applicable
- A proven team player with excellent people and communication skills
- Problem-solving skills, thrive in a fast paced, hands-on work environment, and experience leading projects
- Strong interpersonal skills are essential with ability to communicate with all levels of management and customer base
- Research, information collection, report development, presentation development and presentation skills required
- Previous experience of working within a large scale multiple platforms environment, supporting a large number of devices, financial applications and services
How to write Operations Center Manager Resume
Operations Center Manager role is responsible for customer, training, security, telephony, planning, design, travel, events, software, interpersonal.
To write great resume for operations center manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Operations Center Manager Resume
The section contact information is important in your operations center manager 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 Operations Center Manager Resume
The section work experience is an essential part of your operations center manager 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 operations center manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular operations center manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Operations Center Manager resume experience can include:
- Drive cultural transformation using proven methodologies
- Business Process and Change Management experience
- Enterprise IT Call Center experience
- Experience with VMware and EMC
- Providing first tier trouble-shooting and problem escalation as appropriate
- Scheduling across different shifts (24/7/365)
Education on an Operations Center Manager Resume
Make sure to make education a priority on your operations center manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your operations center manager 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 Operations Center Manager Resume
When listing skills on your operations center manager 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 operations center manager skills:
- Experienced in program management, team building, and leadership development
- Experience overseeing timelines and budgets for projects
- Establishes and maintains solid working relationships with peer departments and vendors to ensure that the Ops Center teams meet service level agreements
- Fully leveraging “best practices” and industry standards such as ITIL, ISO standards and proven tools
- Eight (8) years’ experience in military tactical/operational environment
- Professional experience in a leadership role
List of Typical Experience For an Operations Center Manager Resume
1
Experience For Manager, Operations Command Center Resume
- Support Vendor Management in the assessment and measurement of existing and new Support Suppliers
- Own and Lead the delivery of services
- Developing and driving implementation of repeatable, scalable and efficient service delivery models, enabling service that is aligned with customer needs, services offer requirements, and product support commitments
- Achieve all contractual Service Levels across all products and services
- Manage the Operations Center budget in accordance with targets
- Execute the delivery of the Service Management Operating Model Defining and implementing a roadmap for evolving end-to-end processes and tools to support service delivery objectives
- Define the Operational Objectives across all layers of the Organization
2
Experience For Manager, India Regional Operations Center Resume
- Develop and execute strategies for new products, product upgrades, and new services. Integrate and align delivery for acquisitions
- Evolve the Governance Framework which drives an integrated, end-to-end services approach. Providing thought leadership on the development and delivery of differentiated service experience
- Partnering and building credibility across the organization, specifically with Regional Services and Engineering leaders to develop and deploy customer services/solutions
- Achieve and Maintain ISO standards across, Service Management, Security, Risk and Quality
- Integrate new contracts into delivery
3
Experience For Senior Netowrk Operations Center Manager Resume
- Identify and deliver efficiencies across the Operations Center business
- Preparation and presentation of compelling Business Cases that support both Capex and Opex spend Lead and develop a strong, motivated team of support and service professionals, building the necessary knowledge, skills and capabilities to execute the business strategies and maintaining the highest level of customer service
- Land Mobile Radio (LMR) Networks inclusive of consoles
- LMR and LTE Devices inclusive of peripherals
- Professional Communication Radio (PCR) systems and devices
4
Experience For Manager, Operations Service Center Resume
- Control Room applications inclusive of Integrated Command and Control Systems (ICCS), Computer Aided Dispatch (CAD)
- Hosted and Cloud based applications and infrastructure
- Provides leadership to and supervision of all staff (currently five supervisors and nine workstation operators); responsible for ongoing performance management, training, mentoring, hiring, and development planning for staff. Manages to and ensures compliance with union contracts, University procedures and policies, and regulations
- Leads and/or provides support for special projects (short and long-range), initiatives, and tasks as assigned
- Reinsurance industry knowledge
- Leads Operations Center service delivery strategy, including additions to and upgrades of Operations Center systems and processes. Collaborates with customer groups, on committees or working groups, prepares and delivers presentations, etc. to ensure efficient, effective and integrated monitoring, operations, and communication services through active, participative planning for this service unit
- Demonstrated skills in data analysis, collecting and synthesizing data, project planning and management; communications and managing interpersonal relationships; management of teams, individual contributors, and consultants/contractors; willingness and ability to learn new technical skills quickly and efficiently; and understanding of relevant technologies is required
List of Typical Skills For an Operations Center Manager Resume
1
Skills For Manager, Operations Command Center Resume
- Managing day-to-day tasks of the Operations Center Team as well as implementing projects
- Monitoring all aspects of the global IT infrastructure
- Acts as the operations point-of-contact for both the customer and DynCorp International personnel operating at forward locations
- Assist in developing proposals and statement of work to codify DI’s commitments on projects
- Performs operational training as needed
- With software tooling and adjacent teams, deliver tools & streamlined processes that scale program management and controls operations within DCC and across IDC
- Develop and communicate operations roadmaps, goals, and objectives. Drive best practices through crisp processes, documentation, and training materials
- Make decisions on behalf of Operations
- Identify problems, develop solutions and provide clear guidance for implementation
2
Skills For Manager, India Regional Operations Center Resume
- Research, collect information, assess contract compliance, articulate facts, data, information, and ideas to improve DI's competitive posture and favorably influence customer perceptions of DI required
- Manages the development of operational briefings for the PMO. Obtains and develops all operational data and information and synthesizes into Management Information Requirements (MIR) for senior program leadership to use as decision making tools
- Executes and facilitates all operational briefings. Responsible for the accuracy and timely receipt and reporting of all operational data across all functional disciplines
- Ensures compliance with all company and program policies, procedures, and other practices set forth by upper management directives. Tracks status and advises senior leadership in non-compliant areas and provides recommendations regarding achieving compliance
- Provides direct support to the Program Manager and field sites located worldwide. Develops courses of action for immediate problem resolution
- Coordinates with subcontractors as required for purchase and delivery of materials and equipment required to support contract operations
- Responds to requests for information (RFI) from field sites
- Supervises the operations center staff in the maintenance and updating of information site to include archiving of all applicable files, logs, and other data sources
3
Skills For Senior Netowrk Operations Center Manager Resume
- Initiates immediate action in the event of emergency situations; provides timely notification to applicable management personnel
- Controls access to the Operations Center and secure room; reports all violations through the established channels
- Provide leadership, research, analysis, management, guidance and cross functional team integration in support of project planning, project implementation and contract compliance
- Provide support as division operations subject matter expert for designated countries and projects as required
- Serve as PSD Operations subject matter expert and provide management assistance for one or more of the following areas: Force Protection, ALSE, SAR, Aircraft Armament, and Airfield Operations
- Work with staff, customer, and host country to clearly identify and document designated projects’ scope, deliverables and acceptance criteria
- Support the project initiation process, information gathering and assessment efforts, design, cost estimates and development of the overall project plan, and risk management
- Provide coordination and integration between and across cross functional teams including but not limited to: Contracting, Logistics, Purchasing, Training, Aircraft Maintenance, Quality Control, Quality Assurance, Finance, IT, Country Management and Senior Management
4
Skills For Manager, Operations Service Center Resume
- Accountable for the results of assigned projects with responsibility for ensuring the client’s ultimate satisfaction
- Conduct research, collect information, develop presentations and present operations related projects and activities
- Track program performance, develop and collect information from feedback sources, analyze data, and provide guidance for improved performance
- Manage tasks and team to provide operational support, coordinate resources, maintain schedules within cost requirements, and ensure performance standards are met or exceeded for operational readiness
- Advise senior management on program-wide operations and policy oversight for effective decision-making regarding operations performance, business development strategies, issues, and optimal approaches to accomplish company and customer objectives
- Implement strategic plans for operations to support contract requirements and business development based on industry best practices
- Implement performance metrics, conduct trend analysis, prepare reports, and brief leadership on operational results
5
Skills For Netowrk Operations Center Manager Resume
- Provide management guidance and control for efficient utilization of assigned personnel, employee performance, morale, and welfare
- Lead and manage Remote Operation Center and associates
- Lead and manage companywide investigative strategies
- Available for calls at all times for the ROC in the event of an emergency
- Usage of a Professional Incident/Problem Mgmt package, such as Service Now. Legacy toolset usage would also be beneficial - VT, Infoman, EMS, CSI and TAS
- Logically evaluate technical problems and make decisions on how a solution is to be performed, whilst liaising with both technical and non-technical personnel and different levels of expertise and management
- Professional (CPP), Physical Security Professional (PSP), Certified Business Continuity
- Professional (CBCP), Project Management Professional (PMP), Member of Business Continuity
6
Skills For Operations Manager, Data Center Connectivity Resume
- Exceptional interpersonal and customer service skills with the ability to ascertain information and maintain dialogue with multiple teams as to the status of an issue
- Eight (8) or more years’ of project management experience or eight (8) or more years’ U.S. Military Aviation Operations and/or Aviation Maintenance experience
- Demonstrated experience in project management or project leadership including but not limited to project planning and monitoring, scope, time, cost, quality, communications and risk management, integration management, active application of project development life cycle, facilitation, business process modeling, and organizational change experience
- Understands and continuously recommends improvements to the process, procedures, work instructions, policies, required documentation and tools
- Manages the documentation and artifacts that support the process
- Accurately evaluate the severity of an incident to provide event notification and status to the right audience
- Coordinates the resolution of system events across multiple functional teams to ensure the timely resolution of the issue
- Progress toward FLMI, ALHC or other relevant professional accreditation
7
Skills For Operations Manager, Simulation Center Resume
- Knowledge of medical terminology to support the Claims Department
- Deliver program management and project controls solutions that assure complex data center build and retrofit projects are executed on time and in budget
- With Infrastructure leadership, establish Key Performance Indicators and performance targets for builds as well as sustaining operations. Consistently deliver to these targets
- Highlight opportunities for significant operational improvements and lead high impact, cross-functional initiatives with measurable results
- Engage, influence, and lead stakeholders
- Knowledgeable with MS Office (Word, Excel, and PowerPoint)
- Provide critical operations leadership in a 24/7 Operations Center. Operationally manage a team including, but not limited to: energy analyst, BMS specialist, and call center operators
- Ensure that all critical and major technical work is carried out in the best interest of the business. Ensure optimal equipment availability is maintained to meet business needs
- Identify BMS and Energy process or design improvements to optimize IFM organization
8
Skills For Operations Manager / Breslin Center Resume
- Manage flow of work orders to HVAC/Mechanical and Electrical vendors
- Develop analytics and reporting platform to synthesize large amounts of building operational data across a large campus into easy to understand reports to drive key decision
- Communicates major incidents to stakeholders and customers, including filling the role of incident commander during outage bridge calls
- Manage day to day IT Operations activities, ensuring high availability for all IT operations services
- Provide guidance, support, and coaching to diverse group of Technicians across multiple shifts in a 24x7x365 environment
9
Skills For Qr-manager GS Integrated Operations Center Resume
- Provide leadership to leverage technologies, processes, and disciplines for delivering best in class methods throughout IT Operations
- Defines, monitors, and reports on KPIs and other relevant Ops Center metrics and service levels
- Identify, hire and retain technical talent that can meet the business needs of our colo based and cloud based businesses
- Manages resource availability in order to continuously support the business
- Identifies areas for improvement, develops improvement program, and monitors the implementation to increase process efficiency
- ITIL Foundations, ISO 20001 or similar certification required
- Proficiency and hands-on application of the following technologies: Linux OS, Windows OS, Citrix XenApp, Web server monitoring and configuration (IIS, Apache), application server monitoring and configuration
- Knowledge in supporting cloud platforms such as Amazon Web Services, Microsoft Azure and VMware VSphere cloud platforms
10
Skills For Zara Tysons Corner Center Seeking Operations Manager Resume
- Take ownership of internal and external incidents and resolve them per guidelines set
- Be accountable for tickets in a 24/7 environment
- Work with team to develop technical documentation on processes and procedures
- Define and manage resource requirements, allocations, monitors, quality improvement, and best practice development techniques
- Serve as a change agent within the company to instill the new processes and systems to enable success of the company
- Work with business stakeholders in a cooperative, collaborative and professional manner
- Interact with Partners to understand and identify their ticket escalations
- Experience with OnBase, WEX Health Cloud and benefit plans (Health Savings Accounts, Health Reimbursement Arrangements, Flexible Spending Accounts, Dependent Care Accounts and Transit accounts)
- Directly leading, managing, coaching, developing and inspiring a team of 100+ people across the Operations Center
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