Work Experience: 

• Support Public Safety Services and Compliance through automation, workflow orchestration, and tool development in partnership with innovation teams, delivering 25% faster incident handling.
• Support 911 and NG911 operations across network monitoring, customer support, and vendor management to maintain continuous service availability and operational readiness.
• Lead regulatory execution for annual 911 reports, consent decrees, and compliance documentation to meet all federal and state submission deadlines.
• Initiate and manage cross-functional projects supporting PSS NOC, NG-911 NOC, and regulatory reporting teams with clear scope, milestones, and ownership.
• Diagnose operational performance issues, define measurable targets, and implement corrective actions that improve SLA adherence and reporting accuracy by 15%.
• Manage internal and external projects using structured project management practices to align timelines, resources, and delivery outcomes.
• Manage vendor and supplier interactions, including performance reviews, issue resolution, and contract alignment to operational and compliance requirements.
• Ensure strong customer focus by engaging internal and external user communities to gather feedback, communicate changes, and support service reliability.

Skills on Resume: 

• Workflow Automation (Hard Skills)
• Incident Management (Hard Skills)
• Regulatory Compliance (Hard Skills)
• Project Management (Hard Skills)
• SLA Optimization (Hard Skills)
• Vendor Management (Hard Skills)
• Cross-Functional Leadership (Soft Skills)
• Customer Communication (Soft Skills)

Work Experience: 

• Interact with executive and senior leadership to maintain open communication, alignment, and trusted working relationships across operational and compliance functions.
• Ensure regulatory requirements and critical industry certifications remain current through ongoing audits, documentation reviews, and corrective action tracking.
• Intercede on escalated customer calls requiring advanced product or service knowledge to resolve complex issues and restore customer confidence.
• Define and drive IT and vendor system strategies, integrating NOC infrastructure tools and processes to improve interoperability and reduce manual handoffs by 20%.
• Respond to inquiries, investigate operational issues, and resolve problems by coordinating with key customers and internal stakeholders.
• Work cross-functionally with operations, engineering, compliance, and vendor teams to identify root causes and implement sustainable solutions.
• Coordinate and evaluate work activities to achieve operational objectives while conducting ongoing performance management for assigned employees.
• Support and contribute to customer, team, and individual performance objectives through active participation in planning and execution activities.
• Diagnose individual and team performance gaps, provide coaching, and manage improvement plans to achieve targeted productivity and quality outcomes.
• Identify operational and system synergies and implement improvements that streamline workflows and reduce duplicated effort across teams by 15%.

Skills on Resume: 

• Executive Communication (Soft Skills)
• Regulatory Auditing (Hard Skills)
• Escalation Management (Hard Skills)
• System Integration (Hard Skills)
• Root Cause Analysis (Hard Skills)
• Performance Management (Hard Skills)
• Cross-Functional Collaboration (Soft Skills)
• Employee Coaching (Soft Skills)

Work Experience: 

• Manage complex service escalations requiring field testing, analysis, and remediation, restoring service for multi-customer outages within SLA targets 30% faster.
• Assist in the installation and testing of routers, circuits, modems, and multiplexers, validating performance and readiness before production deployment.
• Analyze and implement network configuration and hardware changes across complex platforms, improving stability and reducing repeat incidents by 20%.
• Provide network-facing service assurance support for new and existing products, ensuring reliable activation, monitoring, and ongoing operational performance.
• Document and maintain network troubleshooting procedures to strengthen support effectiveness across business and consumer service operations.
• Create detailed research journals during copper and fiber escalations, reducing mean time to resolution by 25% through improved problem isolation.
• Develop and administer processes ensuring reliability, recoverability, and optimal performance of copper and fiber infrastructure.
• Serve as a technical resource supporting project implementation and post-deployment maintenance across engineering and operations teams.
• Prepare and present technical and project status reports to keep leadership informed of risks, progress, and remediation plans.
• Serve as subject matter expert and primary technical contact for vendors and external organizations.
• Collect and analyze copper and fiber performance data to identify degradation trends and prioritize corrective actions.
• Define and implement improved deployment methods and procedures, increasing service activation efficiency by 15%.
• Provide technical guidance and mentoring to less experienced engineers and analysts to elevate team capability and consistency.

Skills on Resume: 

• Network Troubleshooting (Hard Skills)
• Service Escalation (Hard Skills)
• Network Configuration (Hard Skills)
• Fiber Infrastructure (Hard Skills)
• Performance Analysis (Hard Skills)
• Technical Documentation (Hard Skills)
• Vendor Coordination (Soft Skills)
• Technical Mentoring (Soft Skills)

Work Experience: 

• Analyze and define business requirements and operational specifications for small to mid-sized initiatives, delivering clear scope and reducing rework cycles by 20%.
• Interface with IT teams across infrastructure, applications, and security to resolve issues and improve end-to-end business processes.
• Collect and define functional requirements using established analysis methodology to ensure consistency, traceability, and stakeholder alignment.
• Develop functional designs and user documentation by analyzing process flows and client requests to support accurate solution delivery.
• Provide design support to software and application development teams by translating business needs into actionable functional guidance.
• Gather and analyze business issues and client feedback to inform enhancements for targeted applications or operational functions.
• Own and escalate squad-level risks, issues, and dependencies to maintain delivery timelines and minimize downstream impact.
• Support testing of new and enhanced applications through requirement traceability, test preparation, script development, and functional execution, validating 95% requirement coverage.
• Identify improvement opportunities and collaborate with technology teams to enhance application usability, reliability, and business value.
• Support Product Owners with squad backlog management, ensuring priorities, dependencies, and readiness criteria are clearly defined.
• Apply regulatory, legal, and corporate risk and control knowledge to support technology-enabled business process improvements.
• Contribute to squad and tribe objectives through active participation in planning, execution, and continuous improvement initiatives.

Skills on Resume: 

• Requirements Analysis (Hard Skills)
• Process Modeling (Hard Skills)
• Functional Design (Hard Skills)
• Stakeholder Collaboration (Soft Skills)
• Risk Management (Hard Skills)
• Application Testing (Hard Skills)
• Backlog Management (Hard Skills)
• Continuous Improvement (Soft Skills)

Work Experience: 

• Analyze data to generate actionable insights that support operational, compliance, and strategic decision-making across business functions.
• Communicate complex analyses and findings to non-technical audiences through clear written summaries and verbal presentations.
• Capture and document data definitions, business rules, and data quality requirements to support consistent reporting and governance.
• Ensure data quality, completeness, accuracy, and timeliness across reporting solutions, reducing data defects by 30%.
• Perform ad hoc and recurring reporting to support operational reviews, executive updates, and regulatory needs.
• Collaborate with teammates to creatively address analytical needs and deliver relevant, business-focused insights.
• Conduct data analysis and build models and reports that identify key drivers, trends, and opportunities impacting business outcomes.
• Collaborate with project teams to synthesize analytical findings into data-driven narratives and strategic recommendations.
• Create and manage Oracle database views and ETL processes, improving data availability and refresh reliability by 25%.
• Create and manage Power BI dataflows and gateways to support scalable, secure enterprise reporting.
• Develop and maintain Python scripts for automated reporting, API integration, predictive modeling, and data analysis, reducing manual reporting effort by 40%.

Skills on Resume: 

• Data Analysis (Hard Skills)
• Data Modeling (Hard Skills)
• Reporting Automation (Hard Skills)
• Oracle SQL (Hard Skills)
• Power BI (Hard Skills)
• Python Scripting (Hard Skills)
• Data Governance (Hard Skills)
• Analytical Communication (Soft Skills)

Work Experience: 

• Develop comprehensive business cases with cost and benefit analysis to guide product and program strategy decisions and investment prioritization.
• Apply data-driven forecasting techniques to model qualitative and quantitative variables, improving benefit forecast accuracy by 20%.
• Create and maintain business case reporting comparing forecasted versus actual performance to support leadership and finance reviews.
• Monitor performance trends and identify root causes of underperforming tools and initiatives, enabling corrective actions within defined review cycles.
• Support statement of work development through detailed cost projections and quantified benefit assessments.
• Develop executive dashboards using approved BI tools, increasing visibility into program performance and financial outcomes.
• Automate executive reporting through scripted data extraction from source systems on scheduled intervals, reducing manual effort by 35%.
• Respond to incidents and alerts by coordinating investigation and remediation activities, reducing mean time to resolution by 25%.
• Liaise with support teams and clients to investigate and resolve live incidents on a 24x7 basis, escalating issues.
• Communicate incident status and impact effectively with service control managers and command center teams.
• Support implementation of operational and system changes requested by support areas to improve stability and service quality.
• Collaborate closely with support teams to ensure the timely and successful delivery of approved changes and initiatives.

Skills on Resume: 

• Business Case (Hard Skills)
• Cost Analysis (Hard Skills)
• Forecast Modeling (Hard Skills)
• Performance Monitoring (Hard Skills)
• Executive Reporting (Hard Skills)
• Reporting Automation (Hard Skills)
• Incident Management (Hard Skills)
• Cross-Team Coordination (Soft Skills)

Work Experience: 

• Design and build data models, reporting systems, automation pipelines, dashboards, and performance metrics supporting enterprise decision-making and delivery governance.
• Define and report production health, sprint KPIs, and project status metrics for leadership visibility across 90+ sprint teams.
• Design data visualizations and enforce dashboard standards to improve usability, consistency, and reliability across reporting products.
• Analyze metrics and processes to drive continuous improvement initiatives, increasing delivery predictability and throughput by 20%.
• Develop and maintain automation systems supporting product development, resource reporting, workload balancing, and project tracking at scale.
• Communicate process and system changes to prevent efficiency loss and maintain quality across distributed teams.
• Provide daily operational support for derivative operations, enabling core teams to focus on back-office platform migration milestones.
• Support derivative products, including interest rate swaps, options, forward rate agreements, and risk participation agreements.
• Ensure accurate transaction setup across 100-plus data fields, timely counterparty confirmation, and on-time settlement with zero critical defects.
• Respond to external client inquiries regarding derivative structures and payment terms to support transparency and issue resolution.
• Analyze data and pilot performance across multiple flight operational modes, including manual flight operations, to identify risk patterns.
• Examine contributing factors in air traffic incidents and accidents, developing causal models to support safety recommendations.
• Identify and track safety metrics related to human factors and pilot performance to inform operational risk mitigation.
• Work independently while providing written and verbal subject matter expertise and operational leadership within a transportation safety environment.

Skills on Resume: 

• Data Modeling (Hard Skills)
• Dashboard Development (Hard Skills)
• Automation Pipelines (Hard Skills)
• KPI Reporting (Hard Skills)
• Process Improvement (Hard Skills)
• Operational Analytics (Hard Skills)
• Risk Analysis (Hard Skills)
• Operational Leadership (Soft Skills)

Header:

Jordan Mitchell

Irving, TX

Phone: (972) 555-1846

Email: jordan.mitchell@email.com

LinkedIn: linkedin.com/in/jordanmitchell

Summary:

Operations Analyst with experience supporting telecommunications operations, public safety services, compliance activities, and data-driven process improvements across network and business teams.

Skills:

• Operations Data Analysis
• Incident Management Support
• Regulatory Compliance Processes
• Business Requirements Analysis
• Network Operations Monitoring
• Process Improvement Methods

Experience / Projects:

Lead Operations Analyst

Telecom Solutions Group – Irving, TX

• Supported Public Safety Services and Compliance teams through workflow improvement and operational support initiatives.
• Analyzed operational performance data to identify service issues impacting network reliability.
• Assisted in incident and alert management activities to support timely issue resolution.
• Documented troubleshooting procedures and operational workflows to improve internal support capabilities.
• Collaborated with NOC teams, IT groups, and vendors to resolve service and monitoring issues.

Operations Support Analyst

Network Services Inc. – Plano, TX

• Collected and analyzed network performance data across copper and fiber infrastructure.
• Supported testing and validation of new monitoring tools and operational systems.
• Assisted with regulatory documentation and compliance reporting activities.
• Responded to customer and internal inquiries related to service performance and incidents.

Education:

Bachelor of Science in Business Analytics

University of Texas at Dallas – Richardson, TX

Header:

Samantha Lewis

Tempe, AZ

Phone: (480) 555-7392

Email: samantha.lewis@email.com

LinkedIn: linkedin.com/in/samanthalewis

Summary:

Lead Operations Analyst experienced in telecommunications operations, public safety systems, regulatory reporting, incident management, and cross-functional process optimization initiatives.

Skills:

• Operational Performance Metrics
• Regulatory Reporting Management
• Incident Response Coordination
• Cross Functional Collaboration
• Network Service Assurance
• Business Process Documentation
• Data Visualization Reporting

Experience / Projects:

Lead Operations Analyst

Public Safety Telecom Services – Tempe, AZ

• Led operational support initiatives for Public Safety Services and Compliance teams.
• Managed documentation supporting annual 911 reports, consent decrees, and regulatory requirements.
• Analyzed performance trends to diagnose operational deficiencies and recommend corrective actions.
• Coordinated internal projects supporting PSS NOC and NG-911 NOC operations.
• Supported incident and alert management processes to reduce service disruption.
• Prepared operational reports and dashboards to communicate performance trends to leadership.

Operations Analyst

Regional Network Providers – Phoenix, AZ

• Worked cross-functionally with IT, engineering, and vendors to resolve complex service issues.
• Supported testing, validation, and deployment of new operational tools and applications.
• Documented business requirements and operational workflows to support system improvements.
• Responded to customer escalations requiring in-depth product and service knowledge.

Education:

Bachelor of Science in Information Systems

Arizona State University – Tempe, AZ

Header:

Christopher Allen

Charlotte, NC

Phone: (704) 555-6621

Email: christopher.allen@email.com

LinkedIn: linkedin.com/in/christopherallen

Professional Summary:

Lead Operations Analyst with extensive experience driving operational excellence across telecommunications, public safety services, compliance programs, and network operations through data-driven strategy and automation.

Core Skills:

• Operations Strategy Execution
• Public Safety Compliance
• Incident Management Leadership
• Business Intelligence Reporting
• Network Performance Analysis
• Vendor Relationship Management
• Process Automation Design

Experience:

Lead Operations Analyst

National Telecommunications Services – Charlotte, NC

• Led innovation and transformation initiatives supporting Public Safety Services and Compliance teams.
• Managed regulatory programs, including annual 911 reporting, consent decrees, and compliance documentation.
• Directed complex operational projects supporting PSS NOC, NG-911 NOC, and regulatory reporting teams.
• Diagnosed systemic performance issues and established metrics to drive continuous improvement.
• Oversaw incident and alert management activities to minimize service impact and downtime.
• Designed and implemented executive dashboards and automated reporting solutions.
• Served as subject matter expert and primary liaison for vendors and regulatory stakeholders.
• Presented operational insights, risks, and performance trends to executive leadership.

Operations Analyst

Enterprise Network Operations – Raleigh, NC

• Analyzed network performance data across copper and fiber infrastructure.
• Supported service assurance activities for new and existing telecommunications products.
• Provided technical guidance to analysts and engineers during escalations and remediation efforts.
• Prepared detailed reports summarizing project status and technical issues for management.

Education:

Bachelor of Science in Telecommunications Management

North Carolina State University – Raleigh, NC