Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - -
Professional Summary
Talented IT professional specializing in leading high-performing and multi-disciplinary teams from product development through successful product launches. Accustomed to managing multiple projects and priorities in fast-paced environments.
  • Certified Business Resilience Manager (CBRM)
  • Certified ITIL
  • Agile methodologies
  • Change management
  • Service-oriented architecture
  • Certified in Risk and Information Systems Control
  • Six Sigma Certification
  • Change management
  • Requirements gathering
  • Six Sigma Certification
  • Business process improvement
  • Project cost planning
  • Risk mitigation and management
  • Systems Development Life Cycle (SDLC)
Work History
06/2013 to Current
Business Continuity Manager Old National Bank Delavan, WI,
  • Developed and identified CBS IT emergency management plans for decision making and communication, continuity of critical department processes, or temporary shut-down of non-critical departments to ensure continuity of IT operations and governance principles. 
  • Recommend recovery strategies and options, and assist with the implementation of recovery solutions. 
  • Develop and maintain IT frameworks for: assessing business interruption risk, performing business impact analysis, and providing IT business continuity training. 
  • Within the context of a matrix organization, develop, produce and update IT business continuity materials and documentation (e.g. plans. emergency response procedures, call lists, etc.). 
  • Evaluate and recommend software solutions which will increase the efficiency and effectiveness of IT’s business continuity plans and activities. (e.g. Send Word Now Application)
03/2010 to 06/2013
Service Desk Manager Engility Corporation Austin, TX,
  • Assumed ownership over team productivity and managed work flow of daily activities of the IT Service Desk while  providing 24/7/365 support to approximately 23,000 end users throughout CBS divisions and business units.
  • 9,000-12,000 incidents and requests on a monthly basis at 99.3% Service Level Agreement (SLA) with 83.5% first call/contact resolution. Devised and published metrics to measure the Service Desks success and improved SLA by 22% within the first 2 months of employment.
  • Mapped current processes and offered recommendations for improvement. (e.g. incorporating ITIL methodology, knowledge base, etc).
  • Created a solid escalation procedure for the life-cycle of all outages and conducted 5-15 weekly knowledge sharing sessions to capture "Lessons Learned" and streamline the product and service improvement process.
  • Facilitated various departmental communication to effectively maintain up-to-date knowledge of product and service changes
  • Responsible for all hiring recommendations, performance evaluations, motivating employees, overall performance and training.
  • Successfully relocated the service desk from California to Atlanta and hired and trained all new staff.
06/2001 to 02/2010
Senior Client Service Manager First Republic Jackson, WY,
  •   Responsible for client satisfaction while serving as a liaison between IT and clients. Educated clients and facilitated enterprise IT roll-outs and products. Worked with IT groups to evaluate technology and ensure compatibility and effectiveness for shrink-wrap applications.  Processed 4-5% of 6,500+ calls received by the Global Service Desk with 99% client satisfaction ·         Produced quick reference guides (QRG), user manuals and trained clients on policies and procedures, increasing client productivity by 15% ·         Assisted in creating new hire procedures to implement IT Infrastructure Library (ITIL), saving the company $500-$1,000 per new hire ·         Assisted in implementing ITIL (Incident Management and Problem Management), which provided 24/7 client support and created a consistent process for handling global client services ·         Monitored Remedy reports and assisted in taking Service Level Agreement (SLA) from 85% to 95% ·         Negotiated with vendors to reduce quotes, which saved the company 3-15% off original price ·         Served as primary contact for Domestic TV applications, coordinating new releases and updates with vendors & SPE IT staff, resulting in 100% client satisfaction  
Expected in 2004
Bachelor of Science: Business Management
Univercity of Phoenix - Woodland Hills, CA
Expected in 1998-1999
General: General Education
Santa Monica College - Santa Monica, CA
Expected in 1995
Computerized Business Systems:
Computer Learning Center - Los Angeles, CA

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School Attended

  • Univercity of Phoenix
  • Santa Monica College
  • Computer Learning Center

Job Titles Held:

  • Business Continuity Manager
  • Service Desk Manager
  • Senior Client Service Manager


  • Bachelor of Science
  • General
  • Computerized Business Systems

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