1. Rich Vance
860-212-5642 · rwv ancejr@gm ail.com · https://linkedin.com /in/richv ance
OPERATIONS ANALYST
ANALYSIS · RESEARCH · LEADERSHIP
Highly motivatedrecent college graduatewith an entrepreneurial mindset ready to get back to work and deliver results
Recent college graduate with a Bachelor of Arts degree in Economics seeking a position as an operations analyst.
Excellent written and verbal communication skills. Ability to learn and adapt to new technologies and tools. Highly
organized and capable of handling multiple tasks simultaneously. Strong time management skills and ability to prioritize
assignments. Capable of crafting and delivering high quality and timely research. Foundation in economics and business
with these core competencies: Account Management · Needs Assessment · Client/Benefit Analysis · Compliance
PROFESSIONAL EXPERIENCE
THE HARTFORD FINANCIAL SERVICES GROUP · Hartford, CT (July 2006 – April 2013)
Service Desk Analyst
Responsible for providing basic to complex support on a broad range of infrastructure products and systems,
troubleshooting basic to moderately complex problems which require extensive knowledge and significant technical
ability, interacting with customers in a courteous and professional manner, building business relationships and shared
knowledge with customers, identifying, developing and communicating solutions for client service improvements,
documenting solutions within the incident management system, providing on the spot training and proactive knowledge
sharing, researching trouble issues using internal knowledge base and the Internet, maintaining personal hardware and
software equipment, configuring laptops, desktops and peripherals to local and remote customers, attending training and
conferences to keep current with latest technologies.
 Among the highest performing analysts averaging over 60 calls per day, an 80%+ resolution rate, a sub-7
minuteaverage talk time and near 100% quality assurance and customer satisfaction ratings.
 Trained new analysts on service desk best practices and techniques to minimizeproduction downtime.
ACS HEALTHCARE SOLUTIONS · Cheshire, CT (July 2001 – July 2006)
Team Lead:
Responsible for mentoring and training Level I Analysts, assisting with escalated problem calls, answering incoming
overflow client calls, maintaining the knowledge base website for my client sites, running daily reports on team metrics,
conducting employee performance appraisals, ensuring trouble tickets were completed and/or forwarded to the site in a
timely manner, attending weekly meetings with client site staff to discuss improvement possibilities, following up with
team members to implement improvements identified during weekly meetings, ensuring that all team calls were coded
per QA directives, advising team members and management of any issues that related to customer satisfaction or if there
were problems in getting issues resolved in a timely manner, keeping peers and management informed of trends,
significant problems, and unexpected delays, coordinating team schedules, attending and actively participating in
department meeting activities and monitoring networks with our network management tool.
 Led a team of 5 personnel in support of two, full-client engagement, hospital help desks.
 Consistently exceeded team Service Level Agreement goals.
EDUCATION
CENTRAL CONNECTICUT STATE UNIVERSITY, New Britain, CT
Bachelor of Arts in Economics, Cum Laude (2015)
Member: Omicron Delta Epsilon, Philosophy and Debate Club, Economics Club
TECHNICAL SKILLS
COMPTIA A+ Certified: Maintenance of PCs, laptops, mobile devices, operating systems and printers
COMPTIA Network+ Certified: Installing, configuring, implementing, managing and troubleshooting networks
Microsoft Office Suite: Word/Excel/PowerPoint/Outlook · Working knowledge of Stata/IC