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Skills

  • Planning and coordination
  • RFI Scanners
  • Operational improvement
  • ITIL best practices
  • Goal setting
  • First Aid/CPR
  • 24/7 Operations Center Supervision
  • Recruiting and Hiring
  • Policy/program development
  • Sound judgment

Work Experiences

  • Was in charge of 16 employees through training, mentoring, coordinated, and launched.
  • Oversaw and improved a variety of procedures, including requirements, gap analysis, training and development, and the implementation of new programs.
  • Kept an eye on supplier operations to ensure quality, on-time delivery, and compliance with contract specifications.
  • Promoted professional skill development in procedure and process employees through effective training, management, and motivation.
  • Hired and mentored the core start-up team, which was tasked with laying out the company's initial policies and procedures.
  • Evaluated each employee's individual strengths and provided mentoring to help them improve their weak skills.
  • Kept track of inventory levels on a the past year basis and placed new merchandise orders to keep supplies stocked.
  • Improved traceability by establishing systems for contracts, records, reports, and agendas.
  • Created reports that included project information and forecasts.
  • Reduced financial discrepancies by 15% by implementing client relations and project management.

Summaries

  • Results-oriented Miscellaneous professional with client relations, quality assurance, and process improvement strengths.
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.
  • Student pursuing a Miscellaneous degree who is eager to contribute developed knowledge in the role of Operations Center Support Supervisor.
  • Operations Center Support Supervisor is a hardworking and dependable Operations Center Support Supervisor who excels at quality assurance and stakeholder engagement.
  • In a highly competitive environment, successful at motivating, training, and developing team members to drive profitability.
  • Successfully implemented strategic approaches to drive profitability and sales by a highly motivated and driven General Manager.
  • Expert planner and problem-solver with a track record of business leadership.
  • With hands-on experience, eager to learn new skills and advance knowledge.
  • Even in high-pressure situations, able to remain calm and composed.
  • Process improvement in program settings and performance reporting in team leadership settings.

Accomplishments

  • Partnered with vendors to deploy system patches proactively, resulting in a OSHA for consistent uptime standards.
  • Supervised a 24/7 operations center to maintain seamless service continuity, surpassing SLAs by 51% for 5 consecutive quarters.
  • Introduced automation into support workflows, reducing manual intervention time by 15% and improving overall system reliability.
  • Collaborated with cross-functional teams to enhance the support center's service response procedures, leading to a 42% increase in first-call resolution.
  • Identified system vulnerabilities during routine checks, which led to zero significant outages during a 11-month critical period.
  • Designed and led process optimization strategies that contributed to a 26% improvement in resource allocation efficiency.
  • Improved operational workflows and reduced incident resolution time by 17% by initiating root cause analysis training across teams.
  • Enforced best practices in risk management, reducing potential system downtimes by 63% over a 18-quarter period.
  • Collaborated on the rollout of a new incident tracking system, accelerating ticket resolution speed by 15%.
  • Expanded team operations by scaling support processes, leading to a 54% increase in service capacity while maintaining SLAs.

Affiliations

  • Recipient of the Top Performer for excellence in infrastructure upgrade deployment, awarded by Beacon Labs in 2022.
  • Member of the Cybersecurity and Infrastructure Security Agency's Working Group, actively scanning the threat landscape (2022 to Present).
  • Participant in the certified Managing Incident Command System (MICS) program hosted by Beacon Labs for operational threat response (2018).
  • Certified member of the Organization for the Advancement of Structured Information Standards (OASIS) for crisis management frameworks (2022).
  • Member of the Emergency Operations Working Group within the American Society for Industrial Security (ASIS) - focusing on threat neutralization strategies (2017-Present).
  • Collaborated on a white paper for the National Conference on Network and System Management, contributing robust operational support insights (2024).
  • Certified Network Operations Specialist through process, credential received in 2016.
  • Member of the Project Management Institute (PMI), applying PMI methods to ensure Operations Center projects align with corporate objectives (since 2017).
  • Participant in the National Capital Region Homeland Security Exercise, contributing strategic insights on systems and network resilience (2016).
  • Completed the Cybersecurity Framework Program through metric with a specialization in operations center process integrity (2020).

Certifications

  • Certified Network Defense Architect (CNDA)
  • Certified in the Governance of Enterprise IT (CGEIT)
  • ISO 27001 Lead Implementer Certification
  • Certified in the Control Objectives for Information and Related Technologies (COBIT 5)
  • Microsoft Office Specialist (MOS)
  • Certified Data Center Management Professional (CDCMP)
  • Certified Disaster Recovery Engineer (CDRE)
  • CompTIA A+ Technician
  • Certified Ethical Hacker (CEH)
  • Amazon Web Services (AWS) Certified Solutions Architect – Associate

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