Service Operations Resume Sample
Adolf Lang
171 Towne Trafficway,
Dallas,
TX
+1 (555) 331 5733
Work Experience
Service Operations Specialist
04/2016
-
PRESENT
Dallas, TX
- Control Self-Assessment (CSA); Audit & Regulatory; Business Continuity; Threat & Vulnerability Management (TVM) and Risk & Control Initiatives
- Manage and prioritise a list of daily service tasks
- Proactively manage client data to facilitate the prompt resolution of client service requests
- Effective implementation of approved change requests to hosted services and responsible for the accurate and timely recording of such changes on the applicable system(s)
- Resolution of service incidents in line with The Logic Group’s incident & change management process
- User support related management and supplier management experience
- Helpdesk operations and/or incident and service desk management
Service Operations Analyst
03/2014
-
03/2016
Detroit, MI
- Demonstrated track record in successfully spearheading projects and company initiatives aiding people, process, and systems
- Proven ability to take on complex systems, processes, projects while driving towards simplification and automation improvements
- Excellent problem solving, negotiation, and decision-making skills in a dynamic environment
- Track record of strong capabilities in influence & impact, as well as collaborating
- Familiarity with Software Development Life Cycle (SDLC), Agile, Scrum, Extreme Programming, and Waterfall methodologies
- Represents the interface with the Service Department and Logistics Service Parts Department
- Acts as one contact to the Customers/stake holders/country and functional representatives, communicating all relevant information and ensuring customer satisfaction
- Having the role of Dispatcher, he/she receives service requests from customers and field engineers via phone, e-mail or fax
Service Operations Assistant
02/2008
-
10/2013
Phoenix, AZ
- Demonstrated work experience in the IT or software services industry
- BS/BA or MS/MA/MBA in related field or equivalent work experience
- Builds Trust: Consistently models and inspires high levels of integrity in decisions, speech, and actions. Lives up to commitments, taking responsibility for the impact of one's actions
- Acts Strategically:Sees how decisions can impact the whole of the organization and makes decisions using a broad knowledge of the long-term vision, values, and risk acceptance
- When required, act as the customer SPOC and co-ordinate the scheduling of intervention with Customer's, internal resolver
- Assist to deliver the budget target. Support LOB projects that support cost savings + revenue growth. Continue to Support key projects on Roadmap for your LOB’s
- Reduction of number of incidents/MTTR/re-occurring Major incidents.
- Experience in an organization with a high availability 24x7, mission critical operations environment
- PM experience (required) with strong ability to write and tell user stories, KPI’s, evangelize, etc
Education
Washington State University Vancouver
2003 - 2007
Bachelor's Degree in Computer Science
Professional Skills
- Excellent communication skills with the ability to liaise with colleagues and clients at all levels. This is required during incident resolution, project implementation or major service maintenance
- Demonstrated ability to work effectively under pressure with excellent judgment and proven decision making skills
- Demonstrates excellent writing ability and strong communication and interpersonal skills
- Strong organizational skills and demonstrated ability to manage multiple priorities to meet project deadlines
- Strong multi-level, cross-matrix influencing, negotiating, and leadership skills with proven ability to foster and manage working relationships
- Excellent Customer Service skills and experience, being the Voice of the Customer
- Organizational and communication skills with experience handling multiple priorities and tasks simultaneously in a dynamic operations environment
How to write Service Operations Resume
Service Operations role is responsible for analytical, advanced, customer, technical, leadership, organizational, interpersonal, business, analysis, design.
To write great resume for service operations job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Service Operations Resume
The section contact information is important in your service operations 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 Service Operations Resume
The section work experience is an essential part of your service operations 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 service operations responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular service operations position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Service Operations resume experience can include:
- Monitors constantly the status of open cases (Vantive/SCAN/Taigete); administers and coordinates the fastest possible solving of cases, considering contractual limits, contributing to the prioritization of interventions (site visits) in order to meet customer expectations
- Performs and monitors communication with the customers; constantly improves his/her general communication aptitudes; as a contact point for the customer, communicates all relevant information in order to assure Customer satisfaction; modifies customer requests any time it is necessary; cancels/updates service calls upon request from the customer
- Makes sure – either in person or by involving colleagues or superiors (in case he/she doesn’t have the necessary means or knowledge) – that all requests from Customers/stake holders/country and functional representatives, are answered to adequately
- Brings to the attention of superiors in the shortest possible time any situation in which he / she needs help or that has the potential to create customer dissatisfaction
- Excellent negotiating skills as well us proven written and verbal communication and presentation skills
- Excellent written and verbal communication skills; ability to write effectively for an online medium
Education on a Service Operations Resume
Make sure to make education a priority on your service operations resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your service operations 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 Service Operations Resume
When listing skills on your service operations 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 service operations skills:
- Effective written, verbal, and presentation communication skills, including the ability to work effectively with a diverse workforce and customers
- Very strong verbal and written communication skills, and an ability to interact effectively with all levels of management
- Strong management skills with a proven ability to successfully lead teams in both solid-line and dotted-line reporting structures
- Proven strong leadership skills managing large high performing teams
- Effective organization skills, including the coordination of multiple activities and the ability to independently determine and set priorities and goals
- Strong inter-personal skills and a good team player
List of Typical Experience For a Service Operations Resume
1
Experience For Service Operations Specialist Resume
- Strong business application skills including relational databases, Excel, and experience with SQL queries required
- Excellent communication skills (active listening, writing, speaking &
- A strong foundation in technical, engineering problem solving and critical thinking skills
- Strong skills in Networking & advanced systems tuning, network topology and firewalled environments
- Good financial analysis and management skills including stock and budget control
2
Experience For Service Operations Analyst Resume
- Strong problem-solving skills and methodical approach to work
- Thrives in a fast past environment that utilizes excellent multi-tasking skills
- Demonstrated operational excellence, including financial and business analysis skills
- Salesforce Admin skills and ability to report from platform strongly desired
- Motivating, providing feedback, skills development, and job training
- Good experience of project management and using tools and delivering continuous improvement
3
Experience For Manager, Service Operations Resume
- Responsible for ensuring all related documentation and technical issues are effectively conveyed to incoming shifts
- Multiple years proven leadership experience setting strategic direction & influencing change that resulted in quantifiable positive outcomes
- Demonstrated experience in motivation, employee development, team building and collaboration
- Ensure consistency in communication and prioritisation of service requirements to support delivery of the region operating plan, priorities and KPIs
- Good experience of delivering change across supply chain teams
4
Experience For Service Operations Engineer Resume
- Advanced negotiation and influencing skills, ability to influence and lead teams without direct responsibility
- Effectively participate with resources across multiple sites supporting the environments
- Work closely and effectively across technology and business teams and build relationships and trust with key personnel
- Advantage in having French or German language skills
- Evolution of the operating model, defining the skills required for the future and working with the required support functions to fulfil
5
Experience For Director of Service Operations Resume
- Working in an international, flexible environment with a great team of well-experienced and integrated professionals
- Prioritizing multiple simultaneous projects
- Outgoing personality and Excellent Communicator
- Defining the strategic priorities for Service and working cross functionally to develop the associated delivery plans
- Engineering of solutions, frameworks and the supporting platforms to provide the optimal customer experience
- Demonstrates mastery across all sales processing areas, including: pricing and creating quotes for the most highly-complex deals
6
Experience For Director, Service Operations Resume
- Experience managing complex data, using reporting tools such as QlikView, SQL etc, Remedy Reporting, Voc Feedback, Orion
- Working experience in financial institution in providing IT support and dealing with business users on support or requirement gathering
- Experience developing and delivering training material to end users
- People management experience, with clear competency in leading, building and motivating a team
7
Experience For IT Service Operations Resume
- Build effective working relationships across groups with customer focus at the center of all actions, exemplifying “One Team, One Company”
- Experience in managing claim transaction processing, project support/delivery, and ACAS system analysis
- One year of previous experience in a fast-paced, high call volume technical help desk and working knowledge of Microsoft applications and operating systems
- Strong troubleshooting, problem analysis, and decision-making ability
- Extensive experience working directly with customer and developing the customer relationship
- Experience creating and following service manuals, repair manuals and test procedures
- Be passionate about protecting the customer experience and driving continuous improvement towards operational excellence
- Experience interpreting policies and procedures and providing guidance
- Able to prioritize and execute complex scheduling tasks in a multi-tasking, interrupt driven environment
8
Experience For Director, Service & Operations Resume
- Experience, of technical writing
- Experience, working in a call center support environment
- Develop and deliver a regional service improvement plan to support delivery of Region and Brand operating plan, priorities and KPIs
- Basic accounting/math principles experience
- Experienced in application deployment and liaising with infrastructure and project teams
9
Experience For Senior Director of Service Operations Resume
- Solid understanding of health and safety standards
- In-field product repair and servicing experience
- Experience working within a service environment
- Experience working within an international corporate company
- Experience working within Technical customer support such as: Helpdesk, Desktop Support, Application support, IT Support or Service desk
- Manage multiple priorities at one time while working within required deadlines
- Experience working in a retirement plans service and operations team
- Experience working with Dealer Management Systems (DMS)
10
Experience For Senior IT Service Operations Resume
- Knowledge of and experience applying industry best practices, techniques, standards, processes, and systems in support of a service operations area
- Experience processing multiple work activities and requests that comply with requirements in a multi-faceted operation/customer service area
- Excellent knowledge of Supply/Demand planning and supply chain management
- Experience working as a supply planner/ buyer
- Experience working in an I.T Support Environment – Either a 1st line or 2nd line role
List of Typical Skills For a Service Operations Resume
1
Skills For Service Operations Specialist Resume
- Proven strong leadership skills managing large high volume processing and production required
- Strong organizational, problem solving, and analytical skills; ability to manage priorities and workflow
- Strong critical thinking, analytical skills with a demonstrated ability to extensively analyse data
- Strong analytical skills with a demonstrated ability to extensively analyse data
- Excellent and wide-reaching technical skills enabling deep analysis and fast issue resolution
- Effective problem solving, analytical and organizational skills with the ability to anticipate, identify and resolve complex issues
- Structured and strong problem-solving ability and skills, required
2
Skills For Service Operations Analyst Resume
- A proven ability to handle multiple priorities and adjust to changing priorities in a professional manner
- Excellent presentation skills, preparation, and being able to deliver clearly an concisely to a diverse and senior management audience
- Strong technical know-how; Solution design and Problem solving skills
- A positive, ‘can-do’ attitude, excellent customer-facing skills, and a high productivity rate
- Excellent problem solving skills and an ability to multi-task
- Very good technical skills from Operating Systems, Databases to Network infrastructure
3
Skills For Manager, Service Operations Resume
- Demonstrates responsibility for own continuing development of skills for knowledge and information management in the context of work
- High level of customer focus with proven problem solving skills
- Strong interpersonal skills with the ability to influence and persuade decision makers and motivate team members
- Excellent communication skills and ability to interact with relevant stake holders.
- Excellent organizational leadership skills
- Strong communication skills, both written and verbal. Ability to direct personnel to accomplish specific goals as a team
4
Skills For Service Operations Engineer Resume
- Demonstrate strong Leadership, inclusiveness, partnership with peers, strong customer focus and service orientated
- Strong written and oral communication skills and the ability to interact with senior management as well as develop and mature client relationships
- Excellent communication and interpersonal skills including the ability use tact, diplomacy, and discretion
- Excellent organizational & facilitation skills
- Excellent organizational, communication, and project management skills
- Highly effective interpersonal skills; exec-level written and verbal communication
- Production support experience as Oracle DBA with at least 6 years of strong experience on Exadata platform
- Excellent communication & coordination skills is required
5
Skills For Director of Service Operations Resume
- Good organizational skills, time management
- Strong presentation creation, delivery & communication skills
- Strategic business acumen and proven organizational, management, and leadership skills
- Scripting & programming skills required (C, C++, Perl, Python, Java, C#, .Net)
- Forecasting, schedule adherence and other contact center skills
- Advanced skills with Microsoft Excel building formulas, manipulating data and linking spreadsheets
- Solid business operations understanding with proven track-record in driving efficiencies and increasing revenues
- Demonstrated ability in following direction and working as part of a team of professionals, with particular experience working within Project lifecycles
6
Skills For Director, Service Operations Resume
- Experience in working in an influential role, specific experience in senior roles with no direct reporting relationships with subordinate staff
- Leadership, critical thinking and decision-making, customer focus, business astuteness, process orientation and risk management skills
- Multiple years proven leadership experience setting strategic direction and influencing change that resulted in quantifiable positive outcomes required
- Extensive knowledge of analytic techniques and methods including skills in MS Office – particularly Excel, PowerPoint and Word
- Demonstrate effective communication, both orally and in writing, with colleagues, clients and customers at all levels, both formally and informally
- Experience within a Managed Services environment within the IT industry and experience of operating in a Linux/Windows environment
- Experience Requirement:Five years of experience managing information technology teams or projects at the type and level of the IT Manager
- A proven experience in and understanding of Lean or Six-Sigma processes
- Solid understanding and proven leadership of Information Technology Infrastructure Library (ITIL) and Microsoft Operations Framework (MOF) guidelines
7
Skills For IT Service Operations Resume
- Prior experience working for a start-up software company
- Expertise in SQL & Database Level performance tuning skills
- Electronics repair skills, including AC and DC circuit theory application
- Proven experience in managing a successful P&L
- Demonstrated administration experience within a similar call centre/engineering support environment
- Experience in leading seamless customer experience across digital and voice channels
- Technical skills in electrical, electronic systems, plumbing
- Strong business acumen - solid understanding of the business, performance drivers, long-term direction and competitive landscape
8
Skills For Director, Service & Operations Resume
- Experience of operating within a corporate structure with strong processes and systems
- Demonstrated success in growing a business with direct Customer relationship experience
- Build and improve effective internal systems and processes that align with organizational priorities
- Possesses problem solving, collaboration, critical thinking, team building, and presentation skills
- Results oriented and solution thinking with time management and project management skills
- Technical Project management skills.
- Interface effectively with the NGA Service Desk, Customer, ITEMS UFS teams, Analysts, Project Managers and other Service Providers
9
Skills For Senior Director of Service Operations Resume
- Work effectively and independently with limited supervision
- Strong effective relationships
- Proven thought leadership, innovation, and behavioral management experience
- Negotiate/persuade and solve problems effectively
- Exceptional collaboration skills with internal and external constituents
- In depth Microsoft Hyper-V & System Center Virtual Machine Manager experience or equivalent VMware experience
- Strong Active Directory Federation and or Azure AD experience
10
Skills For Senior IT Service Operations Resume
- Strong HNV or SDN experience
- Experience of IT/ Service Operations experience
- Experience in a DevOps / application support capacity with a strong bent for automating the operational aspects of a platform
- Prioritize and re-prioritize based on situation
- Collaborate effectively with the other roles within the function and business unit to come to a resolution or recommendation
- Advanced MS Office skills (Word, Excel, PowerPoint, Outlook)
List of Typical Responsibilities For a Service Operations Resume
1
Responsibilities For Service Operations Specialist Resume
- Work with GSO Business Intelligence, problem management, incident management, change management, configuration management and technical support teams to deliver data, information and operational analysis to identify, prioritize and justify potential improvement activities (RACI)
- Support weekly governance meetings for process management with key service operation teams – presenting relevant information, leading to route cause analysis, remediation activities and action tracking (RACI)
- Drive initial ROI case for improvement activities (RACI) then work with GSO Transformation Management team to build the business cases for sufficiently significant initiatives (RACI)
- Utilize the GTI and JPMC Resiliency Committees as a forums to engage GTI/JPMC executive management in the most effective way, in order to drive high value service improvement activities to successful conclusion (RACI)
- In partnership with problem management team, ensure that the output of key forums (e.g. GTI Resiliency Committee) and processes (e.g. RCA) lead to global and complete resolution of identified problems (tools/process/people/technology/organization) (RACI)
- Use verbal and written communication skills to effectively and professionally communicate with all levels of the organization, including Financial Advisors
2
Responsibilities For Service Operations Analyst Resume
- Extensive experience and Excellent professional skills in the area of Desktop Services
- Excellent problem solving skills to play a critical role in major incident resolution, settlement data recovery and project hurdles
- Strong MS Office Suite skills, particularly in PowerPoint and Excel (pivot tables, charts)
- Facilitate good relationships and effective working between IT Design/ Build/ Operate Groups to ensure deployment
- Excellent analytical, collaborative, communications skills
- Understand change leadership mechanisms and have solid business and analytical skills
3
Responsibilities For Manager, Service Operations Resume
- Strong stakeholder management and collaboration skills
- Grow the technical skillset of his/her peers through peer mentoring, coaching, training, etc
- Supervisory skills including but not limited to delegating, interviewing,
- Experience developing operational protocols/processes that help an enterprise be structured, organized, and effective
- Prior experience mentoring team members is also highly desirable
- Experience developing specific goals and plans to prioritize, organize, and accomplish work
- Works effectively in situations involving uncertainty or lack of information (able to “connect the dots”)
- Demonstrated ability to consistently produce excellent results in a complex environment
4
Responsibilities For Service Operations Engineer Resume
- Overall experience of 6 - 8 years in IT service management. Good knowledge of ITIL along with ITSM tools like ServiceNow
- Progressive sales or field service experience; 5 years of management experience in a service environment
- All MS office applications with advanced skills in Excel and Access functions
- Demonstrated ability to provide excellent customer service for both internal and external customers
- Knowing when to escalate to on call infrastructure or 3rd party supplier engineers in good time to avoid unnecessary delays during event or incident management
- Accounting/Financial Planning & Analysis experience. Ability to analyze and interpret financial statements
- Understanding of Custom Groups & Consolidations
5
Responsibilities For Director of Service Operations Resume
- Experience compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data
- Previous experience utilising the following key principles and methods of Lean: 5S, value stream mapping, visual management and Kaizen
- Capable of creating and implementing process and governance leading to a strong and sustainable operations model for the business
- Accountable for the following PLC Phases: Requirements, Design, Build, Testing, Implementation, Operate & Support
- Demonstrable experience in delivering a world class service and keeping Senior Stakeholders informed
- Global service operations leadership experience managing managers or leading corporate functions
6
Responsibilities For Director, Service Operations Resume
- Experience in managing high volume transaction processing, financial management, project delivery and production,
- Experience working as production database administrator supporting the SQL Server 2005/2008/2012/2014 on Windows 2003/2008/2012 platforms
- Solid ability to make independent decisions while leading and directing others in the improvement of processes and procedures for all Service Centers
- Experience managing and maintaining positive external business relationships
- Proven success in creating and managing operational systems and large scale, detail-driven projects
- Experience in managing high volume transaction processing, financial management, project delivery,
7
Responsibilities For IT Service Operations Resume
- Experience in managing high volume transaction processing, production, systems analysis and application program development required
- Experience supporting customer relationship management teams and executing regional Service Delivery initiatives
- Experience with managing project calls and interfacing with external customers
- Multi-task, deal with ambiguity, and manage changing priorities
- Experienced leader who manages a team comprised of IT managers within the Infrastructure Development and Engineering job families
8
Responsibilities For Director, Service & Operations Resume
- Previous experience in an Investment Banking environment
- Experience in collaborating with Process Managers on process improvement opportunities and initiatives, in alignment with ITIL / ITSM best practice frameworks
- Build strong working relationships with internal technical, operational and other Business Units, as well as 3rd parties
- Effective at transferring knowledge within the group
- Perform ticket queue and email monitoring and prioritization
9
Responsibilities For Senior Director of Service Operations Resume
- Experience with Microsoft Windows Operating Systems, SAP, Active Directory, and Microsoft Office
- Equivalent work experience in relationship to systems development, network operations, software support and/or I.T. consulting
- A good understanding of the needs of customers
- Naturally using good judgment and make confident decisions under defined policies and procedures
- Demonstrated understanding of associated compliance and regulatory requirements for successful IT operations
- Experience using Microstrategy developer 9.x, Microstrategy Web and Microstrategy Office
- Experience with database development and data management including information warehouses
- Experience leading lean project work (documented process improvement examples)
10
Responsibilities For Senior IT Service Operations Resume
- Strong working knowledge of all required SAP ERP applications
- Experience in Transformation Planning and Execution
- Experience in managing IT Management Tool suite and Process services,
- Experience performing packet analysis is highly desirable
- Experience training field engineers
- Good knowledge in .net and scripting
- Experience in managing an Enterprise Application as an Administrator
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