Engineer, IT Resume Sample

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Cydney O'Connell
7925 Amina Green,  Chicago,  IL
+1 (555) 416 7359

Work Experience

Senior Engineer, IT Infrastructure
01/2017 - PRESENT
Houston, TX
  • Strong use of MS office and test management systems
  • Demonstrated success at mitigating most risks while proactively escalating issues with possible solutions
  • Proactively identifies issues across the team and implements improvements, manages ambiguity very successfully
  • Demonstrated success in delivering on-time with quality
  • Proven ability to quickly adapt to new technologies and processes
  • Communicate to all levels of leadership
  • Good judgment, teamwork, problem solving, communication, results driven, focused, leadership, drives change, thinks of integrated approaches, innovation
  • Maintains station’s equipment and technical operations in conformance with FCC rules and regulations
  • Expertise with Windows Active Directory. Windows 2008 R2 and 2012 R2
Engineer IT OCC
01/2014 - 07/2016
Chicago, IL
  • Four (4) years’ experience as a developer or in creating performance scripts
  • Maintains and supports JetBlue’s infrastructure platforms and systems to ensure the highest availability while reducing the impact of incidents
  • Five (5) years’ experience with VMWare ESXi 4 and VMWare ESX 5
  • Five (5) years’ experience with Windows Server 2008, Windows Server 2008 R2
  • On-site installation of medical/in-vitro diagnostics instruments
  • Preventive maintenance of instruments
  • Perform issue resolution, daily performance and availability monitoring
  • Responsible for supporting implementation of new middleware infrastructure through design, capacity planning, installing, configuring and deploying
Engineer IT Quality COE
01/2007 - 09/2013
Boston, MA
  • Install, Configure and troubleshoot WebSphere, tcServer and Pivotal Cloud Foundry in all distributed environments
  • Configure Databases, JDBC provider, JMS Queue, Data Sources, Federated LDAP configuration and SSL certificates for WebSphere Application Server
  • Perform WAS, tcServer, PCF version upgrades and/or migration, applying fix packs and work with systems engineers for upgrades to operating systems, hardware, etc
  • Design, engineer and implement Middleware application load balancing and clustering solutions to provide for high availability
  • Document the various procedures involved in the day-to-day maintenance of the environments
  • Automate the builds, deployments using Jython, WSadmin, tcsadmin and shell scripting
  • Troubleshoot and communicate status of networking and other issues in the lab
  • Add new routing, VLANs and firewall rules (via ACLs) on Cisco Nexus 7k and Cisco Catalyst 6509 switches


Florida State University - Panama City Campus
2003 - 2007
Engineer's Degree in Computer Science

Professional Skills

  • Good judgment and analytical skills; strong follow-up and organizational skills
  • Excellent organizational, time management and judgement skills. Proven ability to make sound decisions
  • Strong detail-orientated, meticulous, analytical and deductive problem-solving skills
  • Solid time management skills with the ability to manage priorities
  • Strong Hardware And Software Troubleshooting Skills Required
  • Excellent written and verbal communication skills; ability to establish well-written, structured documents (e.g. concepts, policies)
  • Configuring and troubleshooting skills in server hardware and software problems

How to write Engineer, IT Resume

Engineer, IT role is responsible for software, automation, troubleshooting, java, training, integration, database, mac, procurement, auditing.
To write great resume for engineer, it job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Engineer, IT Resume

The section contact information is important in your engineer, it 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
  • Email
  • Telephone number

Work Experience in Your Engineer, IT Resume

The section work experience is an essential part of your engineer, it 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 engineer, it responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular engineer, it position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Engineer, IT resume experience can include:

  • Process oriented with skills in documentation and workflows
  • Hands-on experience in scripting, using monitoring tools and in working in Windows environments and systems
  • Good understanding of concepts of server load balancing, clustering and other application scaling concepts
  • Experience installing, configuring, and maintaining services such as, Apache Httpd/Tomcat and JBoss
  • Solid understanding of Access Control Lists and Routing
  • Experience with managing firmware in a blade enclosure environment including virtual connect

Education on an Engineer, IT Resume

Make sure to make education a priority on your engineer, it resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your engineer, it 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 Engineer, IT Resume

When listing skills on your engineer, it 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 engineer, it skills:

  • Good interpersonal skills to interact with customers, senior level personnel, subordinates and team members
  • Good project management skills (incl. budget management)
  • Excellent Shell scripting and Business process automation experience in the Unix/Linux and Windows environments
  • Sound technical understanding of the IT landscape and related technical skills
  • Work effectively with a remote/cross departmental team structure
  • Effectively communicate impact and risk mitigation with customers for global service changes

List of Typical Experience For an Engineer, IT Resume


Experience For Engineer IT OCC Resume

  • Self-motivator and willing to personally maintain skillset
  • Have proven experience in Microsoft Active Directory management (certification is an asset)
  • Have proven experience in Microsoft SQL administration (certification is an asset)
  • Proven experience on Project Management Methodology and on IT Process Methodology (ITIL, COBIT…)
  • Proven experience with Microsoft Group Policy Objects
  • Experience with Ruby, Linux Shell Scripting and Windows PowerShell (including Desired State Configuration)
  • Experience working with security components such as interacting with LDAPs, Active Directory, SSL certificates and CA Siteminder
  • Experience working with teams to facilitate coordinated releases, troubleshooting of implementations and roll-back of changes to return to original state
  • Hard worker that is willing to join a strong work “family” unit and be a dedicated resource that can adapt to change

Experience For Engineer IT Systems Resume

  • Experience in troubleshooting methodologies and delivery of root cause analysis
  • Experience working with a Managed Service Provider to facilitate both Change Management and Service Management
  • Good knowledge of backup technologies, SAN and virtualization technologies (Citrix, VMware, Datacore…) (certification is an asset)
  • Experience with the PowerShell scripting language as means to automate repetitive tasks and carry out day-to-day systems administration
  • Understanding of ITIL, Software Development Methodologies, SCRUM, Release Management, Rally, Planview and Agile methods

Experience For Senior Engineer, IT Infrastructure Resume

  • Working knowledge of Storage product suites and technologies from EMC, HP, Sun and VERITAS (Symantec)
  • Working knowledge about data migration for block & file level storages
  • Understanding of virtualization technology (VMware, Nutanix, Hyper-V)
  • Accelerate IT Strategy and accommodate future growth by making Infrastructure a facilitating asset when integrating acquired companies
  • Develop documentation for requirements, architectural designs, engineering drawings and diagrams, as well as operational policies and procedures for the lab

Experience For Engineer IT Quality COE Resume

  • Encourage an environment of sharing and teamwork among the project teams
  • Explore and stay abreast of new technologies that can bring value to the organization
  • Optimize the delivery of existing and new services and support the continuous improvement of infrastructure architecture and design
  • Knowledge about multiprotocol Network file system shares using LDAP authentication
  • Knowledge of Storage subsystems feature set (snapshot, Cloning, data replication, BCV, SRDF, etc)
  • Knowledgeable on how to obtain logs and performing debugs when required
  • Knowledge and understanding of VoIP, RTP, SIP, MGCP and H.323 and call flow
  • Exposure to voice recording (NICE/RedBox/Verint or equivalent) is desired

Experience For Engineer IT Platform Resume

  • Cisco UCCX administration and scripting
  • Video Conferencing - Exposure to Cisco VCS/TMS and current VC architecture would be an advantage
  • Add firewall rules on Cisco ASA 5500 firewalls
  • Rack, stack and run cables for new hardware
  • Work hand in hand with project managers, engineers, administrators and customers to deliver projects on time and in budget
  • Develop documentation to deploy server, blades and enclosures to the test and development lab
  • Develop and documents best practices for system installation, deployment and operation
  • Listens, understands and gets clarification

Experience For Engineer, IT Systems Resume

  • Seeks other input at all phases of the project
  • Work with senior engineers to learn new system capabilities and how to support them
  • Knowledge of IT Best Practices as they relate to the following areas: IT Infrastructure, Change Management, Data Networks, IT Security, Virtualization, Web Servers, and Storage technologies
  • Train and/or mentor other team members and peers as appropriate
  • Identify opportunities to enhance the service delivery processes

Experience For Engineer, IT Mobility Infrastructure Resume

  • Identify best in class software and hardware products to meet the needs of a world class application development team
  • Translate business needs into actionable deliverables
  • Process work requests from multiple customers and deliver in a timely manner
  • Build servers from kickstart, scripts, VMware templates and ISO images
  • Work with managed service provider(s) and/or AA-internal Operations teams to complete server build tasks
  • Document of procedures and processes, as required, related to systems administration, server configurations, virtualization templates, etc
  • Write and troubleshoot scripts to automate system administration tasks
  • Plan, coordinate, and implement OS patches to meet security requirements and corporate standards

Experience For Senior Engineer, IT Access Management Resume

  • Coordinate application of software releases
  • Develop and present standards and guidelines for use of UNIX (RHEL, Solaris, Ubuntu, etc.) servers in various data centers
  • Serve as escalation support for enterprise infrastructure, when needed
  • Participate in on-call support escalation rotation, when needed
  • Act as the liaison between IT verticals, vendors, the business, and the infrastructure teams
  • Develop and present business case and related ROI to senior management for justification of investment in upgrades or replacement of hardware/software
  • Perform patch management, upgrades and installations

Experience For Principal Engineer IT Engineering Resume

  • Manage or assist with technical escalations from customers or other technical teams
  • Develop and execute company policies
  • Keep abreast of changes in the standards, technologies or methodologies
  • Attend meetings, trainings or seminars
  • Train new employees or contract resources
  • Lead outsourced contracted services to securely deliver IT Infrastructure Services in Americas, according to the specifications agreed with Business, Manufacturing and IT organizations
  • As a member of the Regional IT team, participate and contribute to the execution of the overall IT strategy to ensure Global IT maximizes its short, medium and long-term value to its customers

Experience For Project Engineer IT Resume

  • Drive continual service Improvement projects in the Data Center space
  • Manage capacity and availability of services in the Data Center space
  • Design, implement and improve Disaster Recovery capabilities in the AMR region
  • Participate in teams supporting transformation projects with the businesses, such as technology refresh and consolidation strategies and infrastructure technology rollouts
  • Ensure that datacenters, servers and storage incidents and problems are resolved in a timely and effective manner, and reduced by analyzing root causes, minimizing disruption to business operations and adhering to SLAs on availability and resolution response times
  • Align with global counterparts in order to achieve standardized operations and ensure execution of firm enterprise and IT policies
  • Influence and assist with the design, when appropriate of new alternatives

List of Typical Skills For an Engineer, IT Resume


Skills For Engineer IT OCC Resume

  • Working experience with Managed Service Provider(s)
  • Four (4) years ’experience building and administering Windows servers
  • An analytical mindset is essential for effective troubleshooting a wide array of television and Networking equipment in a live TV environment
  • Previous experience with ESXi host configurations leveraging EMC PowerPath VE multi-pathing
  • Experience with installing, configuring WebSphere 7.x, 8.x, Tomcat
  • Experience in using monitoring tools like Dynatrace and Splunk
  • Previous experience of implementing and upgrading Cisco Call manager V9 or higher is required

Skills For Engineer IT Systems Resume

  • Experience working with installation and monitoring of Windows and Linux servers
  • Four (4) years’ experience supporting Citrix environment
  • Solid understanding of vSphere Storage DRS cluster configurations
  • Previous experience with leveraging a service/problem/incident management solution such as ServiceNow, Cherwell, BMC, etc
  • Experience on VMware, vCloud components, Spring-insight and Hyperic Server
  • Experience with Access Management/SSO Products such as CA Siteminder, CA API Security gateway, Ping Identity
  • Provide effective support to users upon request and deliver professional message and communications according to SES IT standards

Skills For Senior Engineer, IT Infrastructure Resume

  • Liaise with equipment suppliers and recommend cost effective solutions and ongoing maintenance arrangements
  • Proven track record in servers management, administration, troubleshooting and deployment (preferably HPE Hardware)
  • Coordination & priority setting facility
  • Experience with Microsoft, UNIX/Linux/VMware operating systems
  • Experience with Citrix thin-client or VDI technologies
  • Experience with Cisco network switches (6509, Nexus 7k)
  • Experience with HP and Cisco blades required. (i.e. BL460c and B200M3)
  • Five (5) years of experience with Red Hat Linux and Cent OS
  • Understanding of networking protocols/concepts and technology including router, firewall

Skills For Engineer IT Quality COE Resume

  • Understanding of vSphere Security Hardening Guidelines and how to apply them to a vSphere environment to align with PCI DSS security standards
  • Working knowledge of Cisco UCS - B/ C series including ESX 5.0 or newer - (server build, configuration and administration)
  • Working knowledge of Hardware performance trouble shooting and technologies
  • Understanding of containerization, Docker and Kubernetes
  • Understanding of virtualization technology (VMware, virtual server, Nutanix AHV)
  • Supporting platforms/applications that run on Windows and Linux OS
  • Understanding of SAN, NAS and local storage technologies

Skills For Engineer IT Platform Resume

  • Proficient on shell scripting, creating cron jobs, managing user accounts and groups and configuring iptables
  • CUCM V10 or newer - Administration and support including cluster maintenance, monitoring , troubleshooting
  • Proficient at creating technical design documentation and delivering technical training
  • E-Business Suite DB Tuning, including automation scripts for SQL Profiles, SPM etc
  • Boot process and run levels, paging and swapping, inter-process communication, functions of devices and device drivers and file system concepts
  • Knowledge of capacity monitoring and planning for large enterprise scale systems

Skills For Engineer, IT Systems Resume

  • Very minimal travel depending upon project or training needs
  • Knowledge of configuring Cisco voice gateway from ground up. This includes implementation and troubleshooting MGCP/SIP/CUBE deployments
  • Knowledge of configuring CUCM CSS, partitions, call routing and dial plan implementations
  • Exposure to working with SLA’s, Change Control processes and a corporate ticketing system such as Service Now/Remedy/Heat
  • Perform monitoring and tuning to identify and resolve bottlenecks
  • Track and communicate operational metrics (including trending over time) and identify process and service improvement opportunities
  • Execute existing mobile device testing and certification processes

Skills For Engineer, IT Mobility Infrastructure Resume

  • Provide general engineering support to other sections in the operational, engineering, sales and business development area
  • Provide engineering leadership to support projects including solution recommendation and documentation
  • Develop process automation through scripting or programming
  • Subject-matter expertise in integrating technologies from multiple vendors
  • Lead small teams of engineers and vendors, overseeing work delivery and quality
  • Communicate Technologies to both Broadcasting and IT teams
  • Troubleshoot and resolve middleware issues across development, testing, stage and production environments
  • Capacity planning and timely review of database and infrastructure architecture
  • Oracle Enterprise Manager Installation, Configuration and Monitoring

Skills For Senior Engineer, IT Access Management Resume

  • Golden Gate and Streams Setup and Monitoring
  • Security analysis including PCI, PII , SOX compliance
  • Shell scripting knowledge as Unix Administrator
  • High Availability concept/knowledge with load balancing techniques (i.e. Local Datacenter HA or Disaster Recovery across multiple Datacenters)
  • Knowledge of proxy service, naming services LDAP and DNS
  • Expert knowledge of Solaris, Linux and Windows Operating Systems
  • Knowledge of a clustering software (VERITAS and/or Sun)
  • Descent Knowledge of Wired/Wireless/Cellular networking required

Skills For Principal Engineer IT Engineering Resume

  • Responsible for assisting in day to day administration of the Linux Server environment
  • Perform configuration, installation, migration, maintenance, administration and tuning
  • Perform proof of concept for new technologies and work on improvements for the service offering(s)
  • Efficiently provide proactive support through change management and capacity planning
  • Installation and maintenance of operating system utility tools such as IBM License Metric Tool (ILMT), Symantec, VCS, Oracle Op Center, etc
  • Formulate and implement plans and budgets in line with Global IT strategy and as befitting the department and needs and objectives of businesses in Americas
  • Provide input to help improve existing processes

Skills For Project Engineer IT Resume

  • Review and evaluate emerging technologies
  • Review, document and optimize all existing infrastructure
  • Provide other engineering or project management tasks as assigned by the Senior Manager, Global IT Systems
  • Provide deliverables according to timelines fixed in project plans / project charters
  • Act as the interface between the executing party and the internal and external customers
  • Provide vendor management, resource allocation, and budget, invoice, and/or billing reconciliation
  • Install new broadcast gear & network equipment in racks and workstations. Run and terminate network, video, RF and control cabling as necessary
  • Expert knowledge of technology subject matter and interdependencies between applications and systems
  • Systematic approach to diagnose system problems: identify, locate, resolve, and repair problems

List of Typical Responsibilities For an Engineer, IT Resume


Responsibilities For Engineer IT OCC Resume

  • Facilitate collaboration with application architects, infrastructure engineers, systems administrators, and other technology specialists in project and strategy implementation
  • Experience in working as an IT Architect designing solutions
  • Experience writing and reviewing complex technical documents, specifications and requirements
  • Six (6) years’ experience building and administering Windows servers
  • Experience in IT, working with Message Oriented Middle ware products
  • Six (6) years’ experience supporting Citrix environment
  • Experience in WSADMIN scripting (Python) and Shell to administer and automate WebSphere Application Server configuration and application deployment

Responsibilities For Engineer IT Systems Resume

  • PowerCLI scripting experience
  • Three (3) years of experience managing all aspect of Nutanix AHV
  • Experience with creating Operating System Images with System Center Configuration Manager Operating System Deployment (OSD)
  • Experience creating and editing Microsoft Windows Installer transform files (MSTs)
  • Understanding of server hardware platforms and related operating systems
  • Understanding concepts of N-Tier architectures
  • Providing leadership in the areas of standardization and best practices
  • Monitoring and management

Responsibilities For Senior Engineer, IT Infrastructure Resume

  • Author T-SQL based reports with Report Builder and / or Visual Studio for use in SQL Server Reporting Services
  • Architect MQ infrastructure on Sun Sparc using LDOM's
  • Security using LDAP / SSL / Channel Auths
  • Specification of implementation instructions, monitoring requirements, network hardware requirements, application-modification instructions
  • Voice recording - server administration and user account management
  • Shell, PL/SQL Scripting
  • HA using VCS
  • Ensure 24/7/365 support of systems
  • Adhere to and promote relevant Infrastructure policies and procedures

Responsibilities For Engineer IT Quality COE Resume

  • Perform basic administrative tasks as needed
  • Design, specify, procure and implement IT Systems based on Windows
  • Design, maintain and optimize Microsoft SQL Databases infrastructure
  • Review or create processes and workflows for projects (from analysis to hand over)
  • Define, write, optimize processes about user / systems / project creation
  • Review, document, maintain and update all BCP processes
  • Provide continuously input to the Senior Manager, Global IT Systems to improve systems and services
  • Ensure Project Management related tasks (from budget setup via procurement control to handover and documentation) for the implementation of any required project using exist PMM
  • Provide inputs to the Senior Manager, Global IT Systems, for administrative and management tasks, participate actively in team meetings

Responsibilities For Engineer IT Platform Resume

  • Provide support to internal and external customers for clarification of technical matters, new solutions deployments and optimizations
  • Provide necessary input for annual budgets in time
  • Stay up-to-date with state-of-the-art virtualization concepts
  • Proactive approach towards potential and/or current customers
  • Understand business requirements and all stakeholders in the service delivery process
  • Integrate into and lead cross-functional and/or virtual project teams
  • Handle simultaneously multiple projects and leads

Responsibilities For Engineer, IT Systems Resume

  • Innovative spirit and business acumen
  • Fluency in English, any other language is considered as an asset
  • Architect and design, implement and support IT solutions for the enterprise
  • Install and upgrade IT hardware and applications. Provide subject-matter expertise for wireless, LAN, and enterprise telephony systems
  • Manage IT performance and support IT monitor tools; monitor utilization trends; ensure maximum uptime; perform ongoing analysis, capacity planning, and technical tuning of the network systems to improve performance

Responsibilities For Engineer, IT Mobility Infrastructure Resume

  • Create solution options that align IT services with mission, goals and objectives with consideration of both technical and non-technical implications and trade-offs. Follow foundation architecture best practices, adhering to standard activities and deliverables for project solutions
  • Provision, install, and maintain systems running Linux, Windows Server 2003 and Vmware 5.x onwards
  • Administer global windows infrastructure servers that include Linux, Windows 2003 onwards and Vmware, as per configuration procedures and documented standards
  • Install new software releases, system upgrades, install patches and resolves software related problems
  • Respond to Windows related outages within the SLA/OLA timelines and provide detailed post mortem reports
  • Provide analysis and support of applications servers, load balancers and content management systems
  • LDAP, Active Directory and virtual environment
  • Familiar with SAN & NAS storage concepts
  • Troubleshoot problems in IT-based broadcast production and commercial playback automation systems. Be able to dig through server logs and work with vendors, software developers, corporate engineering, and end users to find causes and remedies for misconfigured or defective systems

Responsibilities For Senior Engineer, IT Access Management Resume

  • Assist in day-to-day broadcast operations as necessary to troubleshoot news editing and producing gear, align satellite and microwave feeds, and perform repairs on damaged equipment
  • Assist transmitter engineer on maintenance of two high-power UHF DTV transmitters as necessary. Understand FCC regulations and help station operators keep WTKR and WGNT in compliance thereof
  • Author, distribute and monitor Software Packages using System Center Configuration Manager
  • Management and Administration of System Center Configuration Manager
  • Management and Administration of Microsoft SQL Server and its operations relative to System Center Configuration Manager
  • Author, edit and deliver Microsoft Windows based Operating System images for both the Desktop and Server platforms using Microsoft System Center Configuration Manager (OSD, MDT)
  • Create, troubleshoot Microsoft Active Directory Group Policy Objects, Startup Scripts and / or Logon Scripts
  • Deploy, monitor and ensure compliance for the application of Microsoft Security Updates to Server and Workstation endpoints

Responsibilities For Principal Engineer IT Engineering Resume

  • Five (5) years’ of experience managing all aspects of Microsoft System Center Configuration Manager including but not limited to (software distribution, client health, inventory management, patch management, installation, configuration backup/recovery, inter-site communications and reporting)
  • Understanding of how to operate within a mature enterprise environment (Change Management, Release Management, adherence to Standard Operating Procedures, Knowledge base article creation and maintenance, Etc.)
  • Understand and apply industry best practices to support the future growth of the Hypervisor environments
  • Analyze and forecast modifications to the Nutanix Hyper-Converged infrastructure environment
  • Perform maintenance and environment upgrades to both Nutanix AHV and traditional VMware ESXi
  • Create knowledge base articles and issue resolution scripts to address Tier-1 and Tier-2 requests Manage Nutanix Hyper-Converged infrastructure, virtual host, and storage infrastructure related to the Windows, Linux and Citrix environments

Responsibilities For Project Engineer IT Resume

  • Review periodic reports of server health, resource utilization, user experience, platform performance, vendor knowledge base articles, newly released updates, and change control requests that impact the Virtual environment
  • Perform policy-level changes and make Group Policy updates and advanced server and infrastructure maintenance
  • Five (5) years as a Technical Consultant/Engineer
  • Four(4) years of experience managing all aspects of Citrix XenApp/XenDesktop, Windows administration, Linux administration and VMware ESXi/vCenter infrastructure
  • Experience with standard operating environment, change management, exposure to other endpoint management tools such as System Center Configuration Management and HPDM
  • Fluent Norwegian written and verbal
  • Contribute to the direction setting and definition of middleware service strategies including overall portfolio scope, roadmap development and architecture definition for customer technology solution integration
  • Develop and document customer technology strategies and architectures. Also focus on consulting and advising application and infrastructure teams and key projects in guiding to the optimal middleware solutions
  • Proactively recommend courses of action to maintain cost effectiveness and competitiveness. Identify troublesome trends as they develop, analyze and/or predict trends and develop a long-range plan designed to resolve problems and prevent them from recurring in order to maintain high service levels for Customer Technology

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