Level Analyst Resume Sample
Talon Hoeger
5677 O'Reilly Meadow,
Chicago,
IL
+1 (555) 926 7571
Work Experience
Lead Level Analyst
08/2017
-
PRESENT
Chicago, IL
- Actively participate in the firms’ performance management and development process co-developing Annual Plans with appointed counselor
- Over 2 years experience working in an IT support environment/technical background
- Experience working with system monitoring tools, ACD and incident management tools
- Excellent people skills and customer service
- Develop technical skills and experience
- Multitasking, ability to prioritise own work and that of others
- Manage repetitive tasks with high accuracy
Level Analyst
11/2011
-
05/2017
New York, NY
- Initiative – Takes on additional responsibilities; continues professional development
- Customer Focus - Consistently responds to internal and external customer’s requests to properly identify and resolve concerns; understands how their job impacts the work processes of others
- Adept in troubleshooting system and application issues with goal of First Call Resolution
- Proficient in Windows 7 and above
- Provide Level 3 support to customers and expert support in area(s) of responsibility
- Understand customer requirements and business objectives
- A team player with excellent communication and presentation skills
- Train users in new and existing IT systems
Entry Level Analyst
05/2005
-
06/2011
San Francisco, CA
- Understanding of ITIL Incident Management and coordination
- Understanding of IT security & its importance
- In-depth knowledge of standard business applications
- Assist with packaging, shipment and installation of a DABL ‘Fly-Away Package’ (consisting of +20 configured laptops, two servers and mobile network capability)
- Team Player – Works cooperatively, interfaces effectively; gains confidence and trust of others; recognizes strengths and limitations of self and others
- Adaptability – Responds resourcefully to rapid change and ambiguity. Works constructively under pressure. embraces change
- Ethics / Acts with Integrity – Shows consistency among values and builds trust with others through building credibility and follow-through on commitments
- Interpersonal Relations – Effectively deals with supervisor, subordinates, peers and other business contacts. Relates to others in an open, friendly and cooperative manner
- Sound Judgment – Applies broad knowledge when addressing complex issues. Defines issues clearly. Takes all critical information into account to make timely decisions
Education
University of Management and Technology
2001 - 2005
Bachelor's Degree in Computer Science
Professional Skills
- Excellent customer service skills, clear understanding of service principles, practices and a focus on customer experience
- Excellent documentation skills, in particular, drafting SOP documentation, processes and procedures, and presentations
- Superb communication skills with the ability to communicate effectively via documentation, telephone, and e-mail with peers in varying roles
- Excellent organization and time management skills to manage multiple projects with accelerated schedules
- Experience, exposure or equivalent Academic Project development experience using ETL Technologies like DataStage, Informatica with any Database, UNIX, Autosys
- Experience, with at least 2 years’ experience as a reporting analyst in any IT service management environment
- Demonstrate ability to communicate effectively with both technical and non-technical individuals
How to write Level Analyst Resume
Level Analyst role is responsible for training, software, documentation, marketing, hardware, troubleshooting, windows, java, mainframe, finance.
To write great resume for level analyst job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Level Analyst Resume
The section contact information is important in your level 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 Level Analyst Resume
The section work experience is an essential part of your level 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 level 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 level analyst position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Level Analyst resume experience can include:
- Knowledge of ITIL Foundation course or Soft skills course completion directly relating to customer care
- Experience in drafting, managing and reporting on OLA’s, SLA’s and UC’s
- To ensure prioritisation and resolution of high-risk items and escalating problems to senior levels (when necessary)
- Demonstrated ability working work with all parts of the IC in order to shape analytic production and encourage sound tradecraft
- Experience managing vendor partner contracts and relationships
- Customer Service experience in a high volume, IT Support Center operating at Level 2 or higher
Education on a Level Analyst Resume
Make sure to make education a priority on your level analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your level 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 Level Analyst Resume
When listing skills on your level 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 level analyst skills:
- Good UI development Skills
- Excellent people skills and the ability to engage across the depth of the organisation
- Client service skills (professionalism)
- Experience performing data analysis, trending and reporting in tools such as MS Excel or Access
- Experience working on a team working with virtual team members around the world
- Academic project experienceusing any Database or UNIX and SQL
List of Typical Experience For a Level Analyst Resume
1
Experience For Entry Level Analyst Resume
- Enthusiasm for the automotive industry with a strong desire to work in a highly collaborative, fast paced, ever-changing environment
- Follow up on customer contacts, cases and projects delivering consistent successful results
- Identify and escalate priority issues to appropriate Partner or Vendor group, while maintaining appropriate ownership and communication with team, customer and client
- Maintain technical documentation in ticketing system(s), develop comprehensive knowledge base assets, suggest improvements while participate as a positive agent of change
- Perform network, software and hardware troubleshooting while maintaining all KPI and SLA metrics
- Admin support (coordinate weekly team meetings, take meeting notes/action items, etc.)
2
Experience For Service Level Analyst Resume
- Produce reports and presentation as required
- Adaptability -Responds resourcefully to rapid change and ambiguity. Works constructively under pressure. Encourages change
- Communication -Keeps two-way communication flowing with key stakeholders (customers, shareholders, employees, etc.). “Over-communicates” key messages about CDI to internal and external audiences. Delivers clear and effective verbal and written messages
- Customer Focus –Stays in tune with internal and external customer expectations about quality and service; seeks input from customers and acts on it; makes customer satisfaction a business priority; takes customer comments and complaints seriously; focuses on what is best for customer
- Ethics / Acts with Integrity -Demonstrates principled leadership and sound business ethics. Shows consistency among values and builds trust with others through building credibility and follow-through on commitments
- Initiative -Seeks new opportunities for business development, quality improvement and personal learning and takes appropriate risks to make them a reality
- Sound Judgement and Decision Making -Applies broad knowledge when addressing complex issues. Defines issues clearly. Takes all critical information into account to make timely, tough decisions
3
Experience For Seniorunix Level Analyst Resume
- Team Player -Promotes effectiveness of CDI as a whole by supporting common processes and measurements. Works effectively in partnership with others both across CDI and with customers to achieve business goals
- Outstanding Customer Service experience preferably in a high volume, support environment
- Performs normal office functions such as setting up and maintaining alphabetical, numerical and/or subject files; interviewing callers and making proper referrals; arranging and scheduling meetings and conferences; and receiving, referring, or answering mail
- Ad Hoc projects such as preparing presentations, financial data and reports; reviewing and analyzing data; preparation of monthly reports, collects data to be analyzed
- Gathers information, and prepares materials in one or more of the following areas: Regional Marketing, Vehicle Sales, Aftersales, Customer Experience and Market Representation departments
- Uses personal computer and commercial software packages, and/or proprietary software for assigned area, to prepare and generate reports, statistics, timelines, tables, graphs, correspondence and presentations
- Intermediate to advanced knowledge of Microsoft Office Suite programs required (Word/Excel/Outlook/PowerPoint)
4
Experience For Change, Configuration & Service Level Analyst Resume
- Analyst collaborates with other SOC analysts to document and review the interactions of the filters, rules, and security applications within the deployed security technologies of the Counter Threat Operations
- Analyst develops, documents, and presents general and technical presentations on security operations to business units and Information Security Risk Management personnel
- Train and Mentor Level 1 and Level 2 Analysts
- Maintain knowledge base and work as Subject Matter Expert (SME)
- Update and coordinate publication of auction calendar of events (monthly)
5
Experience For Lead Level Analyst Resume
- Auction sales performance analysts (monthly/quarterly)
- Occasional overnight travel (1-2 times per year)
- Execution of standard operational processes
- Identify the service needs of various SDS managers and vendor partner to develop actionable plans that ensure the level of quality in service is delivered
- Negotiate and obtain buy-in of the design, implementation, and maintenance of SLA or KPI measurement solutions
- Drive SLA and KPI measurement standards across ITIL, Agile, SAFe, DEVOps Continuous Integration / Continuous Delivery, Software Quality Assurance and Security Vulnerability Management best practices
- Communicate status, issues, risks, and changes to appropriate audiences. Proactively drive the closure of issues, mitigate risks and acquire change agreement with stakeholders
- Facilitate corrective actions to maintain or improve service level programs
6
Experience For Gccs Level Analyst Resume
- Define and socialize Service Level Management (SLM) processes, policies, rules, and guidelines
- Independently manage multiple small/medium sized projects with medium-high complexity
- Investigate and pilot performance / data analytics capabilities to identify service trends or organization behaviors as candidates for service or process improvements
- Solid operational skills
- Excellent Customer Service experience in a high volume, Technology Support Center
- Excellent understanding of Support Desk environment including SLA’s, operations, processes, etc
- Preferably extensive years of working experience in complex IT/Financial Service management environment
- One year of similiar experience
7
Experience For Decisive Action Brigade Level Analyst Resume
- Networking and routing with BGP
- Ensuring that all payment and internal deadlines are met, exceptions are reviewed/actioned and all internal/external client queries are resolved
- Building relationships within all areas of the Broker Dealer entities
- Responsible for defining and updating SLA’s, reviewing and reporting on the agreed Service Levels and dealing with Complaints and Compliments
- Access to hundreds of training courses while also learning from industry experts
8
Experience For Level, Analyst Resume
- Clear understanding of Support Desk environment including SLA’s, operations, processes and KPI’s
- Manage ‘day to day’ responsibilities for dividend and coupon processing across a variety of UK and international markets
- Meeting all Control and Compliance requirements, as well as carrying out mandatory training, regular review and update of procedures as required ensuring that changes in process as well as new processes are fully documented
- One year of similar experience in a lab setting
- Learns how to use laboratory equipment appropriate for assigned tasks
9
Experience For Senior Level Analyst Resume
- Learns to perform QC review of data
- Accept escalations from Level 2 Analysts for remediation, and identify threat events for potential security incidents, escalating security incidents to Security Incident Management team and providing Security Response support as needed
- Providing data from the information security threat monitoring toolset, or directing Level 1/2 analysts to retrieve data in support of the Incident triage and for analysis of attack vectors
- Level 3 Analysts provide remediation and mitigation recommendations and/or actions against compromised or vulnerable endpoints from threat actors or attack vectors
- Collaborate with Security Engineering and Security Architecture to keep the SOC tools and applications up and running as designed. Developing and implementing automation and application logic for security correlation purposes
10
Experience For Service Level Analyst Senior Resume
- Tableau – Beginner to Intermediate
- Influence decision makers and resolve conflicts across all levels of the organization
- Perform project manager functions including defining and socializing project charters, creating a work breakdown and prioritization; building and managing a plan and timeline following an Agile or Waterfall development methodology
- Understand customer needs and articulate a solution
- Superlative communication skills with the ability to communicate effectively directly and via telephone, e-mail, chat and documentation with all levels of team members, peers, leadership and customers
- Exceptional understanding of Windows OS, LAN/WAN connectivity, applications, hardware (peripherals) and web-based software with high level troubleshooting skills gained through experience and/or training
- Self-motivated, professional, resourceful, and accountable
List of Typical Skills For a Level Analyst Resume
1
Skills For Entry Level Analyst Resume
- Develop and maintain strong working relationships with SDS managers, business area managers, process owners, vendor partners, and executive sponsors
- Demonstrate innovative thinking related to service quality and its improvement
- Skilled in large office computer setups
- Excellent understanding of the Service Delivery processes in a support environment
- Excellent understanding of the ITIL v3 Framework
- Good understanding of ITIL Incident Management and coordination
- Experience with primary and secondary research
2
Skills For Service Level Analyst Resume
- Experience in incident response and threat detection/mitigation
- None specified but Industry related experience/qualifications would be desirable
- Solid knowledge of IBM Zseries operator commands
- Skilled in JES2, MVS, CICS, TSO, ISPF, SDSF, IOF
- Experience with console operations for zVM environment
- Skilled with Hardware Management Console (HMC) Operations
- Gathering and compiling large data sets
- Understanding of Object-Oriented concept
3
Skills For Seniorunix Level Analyst Resume
- Understanding of HDI and ITIL methodologies
- Outgoing, persistent, and tenacious; able to deal with uncertainty and change
- Understanding of fixed income and equity products
- Planning, design, and implementation of automation and orchestration scenarios
- Tracking and dissemination of monthly program operational metrics
- Understanding of systeme generally used in service management operations e.g. ServiceNow, Remedy
- Basic understanding of Database and any one of the scripting languages
- MS Office (Word, Excel and Powerpoint) Planning and organising self
4
Skills For Change, Configuration & Service Level Analyst Resume
- Clear understanding of routing and switches
- Work nn a multi tasking environment
- Basic understanding of Business Process and Management
- Basic understanding of Business Rules or any rules development
- Knowledge of image creation and re-imaging processes
- Knowledge of zTPF operating systems and operator commands
- An interest and general understanding of the financial services industry
- Monitor change management scheduled event calendar for pending changes
5
Skills For Lead Level Analyst Resume
- Plan, organize, and facilitate recurring service review processes with stakeholders
- To minimise losses across your lines of responsibility, using consistently high standards, processes and controls
- Help to create and build an environment of teamwork and encourage two-way communication while also providing a high level of customer service
- SQL database understanding/exposure
- VB, Java or exposure to other development languages
- Interact with Business and prepare project test requirements
- Exposure to software development tools
- Take on tasks independently
- Exposure to Data Analysis & Management concepts
6
Skills For Gccs Level Analyst Resume
- Able to work in geographically dispersed teams across the globe
- Proficient in Spyware / Malware removal
- Microsoft Word, PowerPoint and Access – Intermediate to advance
- Entry-Level Analyst requires a Bachelors or higher in Mathematics, Statistics, Physics, or Computer Science
- Responsible for consistent and accurate incident documentation for all analyst levels
- Develop tools or scripts to automate repeatable tasks
- The Level 3 Analysts support Threat Intelligence Analysts by gathering technical information pertaining to current threat posture for the BUs and Corporate environment, new security threats, visible exploit trends, Indicators of Compromise and Indicators of Attack updates and sharing
- Excellent knowledge of English, speaking, understanding and written
7
Skills For Decisive Action Brigade Level Analyst Resume
- Review and modify the security monitoring tool content to better detect and prevent security incidents
- Expert working knowledge of Microsoft Exchange, Word, Excel Project, PowerPoint and VBA
- Follow formal change control processes and create appropriate documentation for changes to prevent or minimize outages
- Identification and formal review of redundant monitoring tasks, redundant security event analysis or data duplication on collection tasks to streamline and minimize use of system resources
- Reviewing security application errors to correct day-to-day technology problems that negatively impact technology infrastructure
- Malware and threat analysis from memory, system images, direct access to systems, applications, or databases depending on the situation or request
- Maintains the configuration management database (CMDB) to provide accurate information on infrastructure components and their dependency relationships to support the I/S division and all of the other service management processes
- Identifies and documents the attributes that define a configuration item (CI), including their versions, constituent components and relationships. Includes all physical and logical IT components
- Updates CI attributes based on impacts of a change
8
Skills For Level, Analyst Resume
- Ensures that no CI is added, modified, replaced or removed without appropriate controlling documentation, e.g. an approved change request or an updated specification
- Maintains user guides, job aids and other configuration management process documentation
- Specialist knowledge in one of these primary technical areas
- Windows (Infrastructure/Server support) & Active Directory
- CheckPoint Secure Platform Pro & GAIA, Juniper SRX and Juniper Netscreen firewalls, Palo Alto Networks firewall and intrusion detection devices
- Juniper SSL VPN appliances and Cisco ASA with AnyConnect client
- Arbor network anomaly detection devices
- Gather, analyze, and interpret both qualitative and quantitative information
9
Skills For Senior Level Analyst Resume
- CCNA, Juniper, or other Cisco certifications
- Knowledge on Service Management ITIL processes, such as incident / Problem / Change / Service Level
- Communicate clearly and lead audio meetings
- Knowledge of NDM/FTP, IRM, AF/Oper, OMEGAMON, OMEGAVIEW
- Knowledge of Service Now, ability to transfer, close tickets
- Troubleshoot technical issues related to zOS system software and hardware
- Identify issues for further escalations
- Familiarity with FCA Client Money regulations for the protection and segregation of client funds is desirable
10
Skills For Service Level Analyst Senior Resume
- Provide Tier I Technical Support for Citi’s global technology infrastructure
- Support the Navy’s Warfighting Capability, Capacity, and Wholeness (WCCW) Assessment process by providing analytically informed and fiscally balanced programmatic recommendations to resource sponsors and Navy leadership
- Monitor system management consoles and respond to console alerts
- Monitor the break-fix activities of operational entities both internal and external
- Assure that break-fix activities and escalations occur within agreed EQA Guidelines
- Assure that change management scheduled events occur within Enterprise Change
- Creating and coordinating the approval of required service agreement content between customer and service provider legal entities that define the set of services that CTI provides to the rest of the firm
- Vehicle sourcing to support business partners (NCI, NCF, & NNA) – daily
List of Typical Responsibilities For a Level Analyst Resume
1
Responsibilities For Entry Level Analyst Resume
- Proven strength in positive listening, oral, and written communications with the ability to clearly and effectively communicate technical information to non-technical users
- Exceptional understanding of LAN/WAN connectivity, PC software, Windows and Apple operating systems, web based applications, networks, hardware (peripherals) and software troubleshooting skills gained through experience and/or training
- Traffic analysis: tcpdump/pcap/wireshark
- Mainframe infrastructure knowledge
- Lotus Domino/Application support
- Intel compatible hardware
- Adept in Mainframe
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