Operations Analyst Team Member
Resume:
Neal Hoffman
Perkasie PA ***44
***********@*****.***
Experience
QVC
March 2011-March 2023
Team Lead/Supervisor
An execution-focused Lead member of Operations; providing mentorship and technical expertise to the team.
• Works to continually improve policies, procedures and processes.
• Monitors performance, spotting trends and identifying anomalies for escalation.
• Provides technical leadership and guidance to team members.
• Provides input to the performance review process, working closely with manager on team member performance relating to technology.
• Addresses and resolves complex problems that are escalated from team members.
• Coordinates and engages the appropriate level of expertise on issues that involve other functions.
• Monitors the environment, especially during peak periods, and manages & facilitates the resolution of any incidents.
• Triages problems escalated from team members, making assignments to follow up and resolve issues.
• Creates new procedures as necessary, communicating the changes and training team members.
• Readjusts priorities as necessary to meet business needs.
• Acts as a liaison with other areas of IT to relate issues and facilitate/negotiate effective cross functional resolution.
• Adapts quickly to changes for systems and technologies supported and equips team members to provide effective support.
• Develops relationships with IT peers to ensure that their area is readily informed of any changes to the environment.
• Works effectively with clients to understand and explain business and technical issues.
• Able to effectively communicate highly technical information to business partners and team members.
• Determines work priorities and balances workload within the team.
• Provides recommendation on resource requirements to leadership for approval.
• Strong ability to influence change and assess risk as well as challenge authority during incident resolution.
• Understands and can document current and proposed processes that align to strategies.
• Strong organizational, written and oral skills.
• Works well with others and understand and respects cultures and values
• Ensure any / all communications from Incident Coordinators is clear & concise
• Facilitate and drive incident through to resolution.
• Facilitate operational activities outside INR process that are required to be completed.
• Deputize for Operations Managers when required.
• Execute all required SOX requests with urgency and accuracy.
• Ensure team members adhere to all SOX and compliance procedures.
QVC
October 2005 – March 2011
Senior Operations Analyst
Senior IT operations professional who works independently to handle and oversee operational processes and procedures.
Performs complex troubleshooting, choosing from among a large number of different procedures to find a solution. Triages operational problems that may involve multiple technologies.
Creates and reviews existing documentation and standard operating procedures for accuracy and quality.
Tracks and reports on metrics and SLAs to identify and resolve recurring issues. Independently identify trending patterns of reoccurring issues and provide potential solution.
Direct team members and assumes a lead role.
Develops plans for the operations environment, considering capacity, physical layout, etc. and makes recommendations to leadership.
Understand and adhere to all SOX and compliance procedures.
QVC
October 1999 – October 2005
Operations Analyst
Experienced IT operations professional, implementing most standard procedures independently.
Monitors the performance of the operations environment and performs problem resolution to ensure continued availability and reliability.
Resolves recurring problems and documents appropriate procedures.
Suggests and documents new procedures in a clear and concise manner. Participates in the development of new or modified procedures.
Identifies opportunities for system improvements and escalates as appropriate.
Participates in developing plans for the operations environment, considering capacity, physical layout, etc. and makes recommendations to leadership.
Understand and adhere to all SOX and compliance procedures
Other Skills & Achievements
Awarded QVC Spark award Q3 2017
8/26/10 Awarded by management for his dedication and commitment to his shift.
11/29/10 Awarded by management for his Black Friday Weekend Extravaganza technical and leadership support.
References available upon request.
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