Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - -
Professional Summary
As a Project Manager and Scrum Master since 2000 , I work on projects in which I can inspire a team. Being a communicator with a keen interest in group dynamics are several qualities I have that are rarely seen in the IT-world. I am very well-read, have a huge drive and 360° thinking. In the job of my preference I work as an agile coach/scrum master with multiple teams and at least one distributed team. My main purpose would be: help these teams to learn to deliver a program that makes its user\'s life easier on time, every time. Delivering training would be part of this job. I speak three languages; the language of the user, the language of the developer, and the one of the business. Even better, I can explain the point of view of each one to the other two.

Certified Scrum Master


Certified Scrum Professional

IC Agile Team Facilitation

IC Agile Coaching Certification

Project Management

Six Sigma Green Belt

Certified SAFe Agilist

Certified SAFe Product Owner

Work History
01/2015 to Current
Agile Coach/Scrum Master Bigbear.Ai Mclean, VA,
  • Contributed fundamental improvements to the tracking of enterprise level Sprint Health metrics
  • Developed onboarding and training materials for new and experienced Scrum Masters
  • Spearheaded a new Community of Practice for sharing best practices among Scrum Master team
  • Managed the successful implementation of ING\'s first check processing center on the east coast
  • Developed and managed relationships with key vendors
  • Coordinated a successful AgilePalooza open-space event for IT Development staff
  • Conducted VersionOne training sessions to new employees
  • Scrum Master for two software development teams that worked on core banking systems
  • Conducted Enterprise, Program, and Team Level Agility Assessments
  • Scrum Master for first customer facing product integration between Capital One & ING DIRECT
  • Created roadmap spanning multiple teams used for managing the Agile Program
  • Developed presentations for Executive Committee on status of the Agile Program
  • Served as an Agile Coach and mentor for software development teams and Scrum Masters
  • People management, including performance and career development of Scrum Masters.
2014 to 11/2014
Technical Product Owner Assurant Cleveland, OH,
  • Responsible and accountable for epic/story development, acceptance criteria and the articulation of these items to the team at the level of detail required.
  • Responsible for owning and prioritizing the backlog.
  • Driving day to day prioritization of work operations, projects and scope, and troubleshooting reported issues.
  • Ensuring technology enhancements are aligned with architectural standards and platform roadmaps.
  • Managing stakeholder engagement and communication.
  • Accountability for setting goals for a sprint/iteration while maximizing the value of the product and the work of the development team.
  • Ensuring alignment of line of business goals with technology direction and escalates issues as needed.
  • Working across teams and with the Product Owner community to share best practices and improve process.
  • People management, including performance and career development of Scrum Masters.
02/2009 to 2014
Agile Coach/Scrum Master Bigbear.Ai Columbia, MD,
  • Communicate with other management, developers, product managers and technical support specialists on product issues.
  • Organize and facilitate project planning, daily stand-up meetings, reviews, retrospectives, sprint and release planning, demos and other Scrum-related meetings.
  • Track and communicate team velocity and sprint/release progress.
  • Maintain process documentation.
  • Ensure the development teams are practicing core agile principles of collaboration, prioritization, team accountability, and visibility.
  • Assist as needed with backlog maintenance.
  • Assist with internal and external communication, improving transparency, and radiating information.
  • Assist with prioritization and resolution of defects/bugs.
  • Assist team with making appropriate commitments through story selection, task definition.
  • Participate proactively in developing and maintaining team standards, tools, and best practices.
  • Identify and remove impediments, prevents distractions.
  • Facilitate discussion and conflict resolution.
  • Empower the team to self-organize.
  • Instructing Agile 101 training to over 200 IT new hires, while providing coaching and mentorship to new Scrum teams.
  • People management, including performance and career development of Scrum Masters.
05/2008 to 03/2009
Customer Service Technology Coach Conduent Incorporated Philadelphia, PA,
  • Provide technological and operation solution strategies and recommendations to the customer service management team through research in order to maximize the effectiveness of the customer service centers.
  • Prepare specific and concise business requirements and functional specification technology and/or process improvements, upgrades, or additions to any customer service specific technology and/or process.
  • Manage and maintain all testing plans for customer service team systems.
  • Maintain primary relationship role with the IT and Data Services teams.
  • Ensure all critical technology issues are quickly resolved while all long term issues are properly analyzed and rectified allowing the customer service team to function uninterrupted.
  • Provide regular status reports on the state of technology which supports the customer service team.
  • Work with training to ensure appropriate communication and education material is released to the customer service team in a timely manner.
  • Work with all customer service business units on delivering all data by way of current toolsets to ensure appropriate communication of changes to dashboards, data sets, and requirements are released to the customer service team in a timely manner.
07/2007 to 05/2008
Senior IT Project Manager Kipp Houston Public Schools Dallas, TX,
  • Support the execution of bank projects through all phases - requirements analysis, design, development, testing, and deployment.
  • Assist in translating business needs into requirements and support the resolution of requirements issues across internal business units.
  • Develop and maintain project sites for project communications and repository for project artifacts such as status reports, schedules, meeting minutes, issue/risk logs, etc.
  • Coordinate project activities/meetings with IT, internal business units, and external vendors.
  • Assist in the development and execution of user acceptance tests, as necessary, to ensure that systems delivered meet business needs.
  • Act as liaison with, and provide business perspective to, technical development team and vice versa.
  • Responsible for timely processing of issues and risks, monitoring, and following up on their status to ensure issue resolution.
12/2005 to 07/2007
IT Project Planner Infosys Ltd Dayton, OH,
  • Define project scope, goals and deliverables that support business goals in collaboration with Program Manager, Department Resource Manager, Systems Analysts and Application analysts for the department.
  • Plans, organizes, supervises and coordinates implementation of new computer technology.Save & Next
  • Making recommendations within specified limits regarding equipment and software selection and direction for new technology requests.
  • Escalating appropriately when standards are not meeting customer needs.
  • Prepares or directs the preparation of appropriate access and system setup needs.
  • Assist with the administration and coordination of overall deployment department activities.
  • Set and continually manage project expectations with team members and other stakeholders.
  • Proactively manage changes in project scope, identify potential crises, and devise contingency plans.
  • Coach, mentor, motivate and supervise deployment team members, and influence them to take positive action and accountability for their assigned work.
  • Supporting 9,900 + employees.
12/2002 to 12/2005
IT Project Manager Infosys Ltd Hershey, PA,
  • Project management with extensive experience in project planning and schedule management, requirements analysis, project management infrastructure development, IT life-cycle development process, project leadership and best practices, project diagnosis and recovery, project management training and group facilitation; Six Sigma training since 2004.
  • Project Management of Envision Telephony Click2Coach for a 500+ desktop integration, Verint Recording solutions, and MS Security Patch process, 1400 + new call center facility.
  • Provided training and technical assistance to AIGM Tech Services department to improve effectiveness of overall project management and MS-Project scheduling activities, and develop a standard work breakdown structure and schedule templates to improve tracking of large, multi-year project integration efforts.
  • Create process documentation for the Telecommunications and Tech Services department.
12/2000 to 12/2002
Telecom Programmer Analyst AIG Marketing Inc. City, STATE,
  • Administrate and maintain eleven Aspect and Siemens Call Centers located across eastern and central US.
  • Provision and install local lines and T-1s through AT&T Interaction Advantage and Route-It.
  • Evaluate, recommend, and implement wireless communication devices and calling cards to six national AIG Offices.
  • Administration of Cisco Intelligent Call Routing, which included implementing scripting, and monitoring 250 toll free numbers.
  • Manage vendor relationships with telecommunications providers and coordinates with management to negotiated and execute service contracts.
  • Respond to technical issues within the telecommunications systems and troubleshoot accordingly.
  • Lead and participate in installation, moves and changes to phone equipment and voice main, including phone system servers and related software and equipment.
  • Provide new employee training on the phone and voicemail systems.
  • Also training and support remote and telecommuting employees.
  • CTI Screen pop (Aspect Contact Server 4.0)
06/1998 to 12/2000
Telecom Specialist Towers Perrin City, STATE,
  • Design, configure, and implement Aspect 6.0/7.2.2 and Siemens HICOM ACD configurations.
  • Manage and provision toll free numbers using AT&T Route-IT.
  • Install, program, and troubleshoot telephones and Phonemail for 1000+ employees.
  • Evaluate and design office-cabling layouts.
  • Coordinate and supervise all employee moves, add, and changes.
  • Support call recording Comverse System.
07/1996 to 05/1998
Telecom Specialist Electric Mobility Corporation City, STATE,
  • Implemented, administered, and provided ongoing support for the Siemens 9005 PBX, Phonemail, long distance network, and cabling design.
  • Reporting on capacity and usage in telecommunication equipment including traffic reports, Telemate reports, and Call Detail Recording.
  • Implemented and administrated the SUMA predictive dialing system.
  • Conducting telephone and customer service classes to new employees.
Expected in 1989
Roxborough Hospital School of Nursing - Philadelphia, PA
Expected in 1991
Muhlenberg Hospital School of Nursing - Plainfield, NJ
Expected in 1992
Biology :
Salem Community College - Salem, NJ

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School Attended

  • Roxborough Hospital School of Nursing
  • Muhlenberg Hospital School of Nursing
  • Salem Community College

Job Titles Held:

  • Agile Coach/Scrum Master
  • Technical Product Owner
  • Agile Coach/Scrum Master
  • Customer Service Technology Coach
  • Senior IT Project Manager
  • IT Project Planner
  • IT Project Manager
  • Telecom Programmer Analyst
  • Telecom Specialist
  • Telecom Specialist


  • Nursing
  • Nursing
  • Biology

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