Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:
Career Overview
27 years of project management experience in various industries - utilities, manufacturing, finance, telecommunication and sales, leveraging business innovative ideas and information technology A functional business and technical professional applying quality assurance, compliance and cost-effective project management and implementation methodologies such as Agile and Waterfall. A resource in defining systems strategy, developing systems requirements, designing and prototyping, testing, training, defining support procedures, and implementing practical business solutions under multiple deadlines. Able to design training materials and presentation using Microsoft Office Software and flowcharting tool such as Visio Software. Strong adherence to standards, policies and procedures with Project Management, Configuration and Design skills Has an MBA degree with bachelor's degree in Mechanical Engineering. Respected leader and architect of customer-solutions automation projects seeing the "big picture" and "thinking outside the box" Has a professional and approachable character as a mentor and coach for the less tenured business analysts. Able to adjust to multiple and changing priorities, remaining flexible and open. Operates honestly and ethically, able to build trust. Consistent in action and word. Keeps commitments. Frequently demonstrates support for organizational changes and improvements. Brings forth new ideas and concepts that may affect efficiency and may lower costs. Keeps current on relevant utility issues, maintaining and expanding knowledge of relevant CSU issues; understands the business of CSU. Produces quality, accurate, prompt, and reliable results. Anticipates customer (internal and external) needs and fulfills them. Able to communicate clearly and concisely in writing and verbally. Treats others with dignity and respect. Keeps others informed of changes; communicates relevant topics in a timely manner. Seeks input from others in problem solving and decision-making; knows how and where to get answers to questions. Strives to improve the processes, efficiency, and effectiveness of operations with an eye toward cost effectiveness; considers alternative courses of action; brings forward new ideas. Identifies and analyzes issues/problems creatively. Maintains current knowledge base as technology and processes change. Takes responsibility for personal and professional growth. Understands cost related to individual performance. Strives to develop personally and professionally. Maintains cooperative working relationships; eliminates barriers to teamwork. Makes decisions based on facts and sound judgment. Maintains compliance with company policies and procedures. Performs work safely and brings safety hazards to attention of management. My name is Nestor B. Claire, a graduate of MBA, and has a bachelor's degree in Mechanical Engineering. The formal education coupled with ten years of project management experiences in the Utilities industry made me confident that I can be a value-added prime mover for Colorado Springs Utilities as an IS Compliance Senior. My achievements include successful analytical and quality assurance roles of cost reduction initiatives by collaborating with a team of analysts, subject matter experts representing different business units as well as coordination with the IT team with contributions towards Colorado Springs Utilities to be a JD Power and Associates customer satisfaction awardee. These successful implementations include among others: business innovative tools such as Kubra EZ Pay Debit/Credit Cards and ACH Utility Bill payment projects, BPA Scripts, Data Analytics Tools, and Customer Self Service (My Account and My Usage). I have comprehensive knowledge of the CC&B System Version 2.3.1 Service Pack 5 Java front end, and Oracle 11g database back end, and various Customer Information System (CIS) interfaces. My mission and vision is to positively contribute and strengthen the Information Protection and Risk Mitigation Team's mission of controlling, administering, and assuring organizational policies, rules and regulations are complied with, while supporting the strategic directions and initiatives to enhance CSU internal and external customer relationships.
  • Strong analytical skills
  • Cross-tier components implementation
  • Network penetration testing
  • Project management
  • GUI and tools
  • Strong collaborative skills
  • Capacity and scalability planning
  • Optimizing and performance tuning
  • Testing
  • Excellent problem solving skills
  • Customer needs assessment
  • Content management systems
Technical Skills
Excel Tools programming im Visual Basic Expert 10 Present

Quality Control

  • Increased database security and cost efficiency by 5%.


  • Increased revenues by 12% by developing codes for accounting tasks including cost estimation and revenue generation.

Print Graphic Support

  • Collaborated with marketing and business development groups for collateral needs by creating page layout designs for flyers, data sheets, CD covers and other printed materials.

Requirements Analysis

  • Completed business requirements analysis including the evaluation of systems specifications for client Web site two weeks ahead of deadline.

Strategy and Planning

  • Developed and communicated Web site usage, security policies and standards to all users.
  • Established policies and procedures for publishing Web pages and applications in conjunction with content creators and sales staff.


  • Served as leader of design team.

Quality Assurance

  • Streamlined QA process to increase efficiency and reduce new product rollout time by one week.

IT Training

  • Successfully trained 25 employees to use new operating system.

Operational Management

  • Identified, recommended and prioritized new Web features and applications in conjunction with business leaders and department managers.
  • Developed, coded, installed, tested, debugged and documented Web applications using appropriate editors.

Network Security

  • Planned, installed, maintained and optimized documentation of all LAN/WAN/VPN network hardware and software, security systems and communication links.
  • Managed all clients network LAN/WAN hardware including routers, switches, load balancers and wireless networking equipment.

Network Support

  • Acted as first point of contact for all major technical issues, including power outages, system failures and disaster recovery.
  • Oversaw infrastructure of three offices and acted as support for help-desk technicians and IT Department.

Project Management

  • Managed complex BI/DW deployment programs, facilitating acquisition of business requirements.
  • Prepared design specifications, developed reporting and analytics, tested and managed user adoption.

Technical Training

  • Actively mentored, trained and supervised new web developer for several months to improve HTML, CSS, Javascript, debugging and general professional skills.

Website Design

  • Created accent graphics, banner ads, icons, animations and logos using Photoshop and Illustrator.

Collaborated with small team to design and implement enhancements for 14 projects which resulted in a revenue increase of 30%.Team Leader

  • Delivered common codebase with hard real-time messaging and on-demand account migration for 24 x 7 distributed UNIX platforms, essential to primary revenue contracts (e.g. $40 million)

Client Interface

  • Collaborated on client engagement strategy to drive entry into risk-driven project methodology, improving accuracy of project definition, sizing estimates, and yearly resource budget planning.
  • Improved client relationships and project predictability through shared business and technical perspectives, agreed project roles, risk assessment, use cases, transparent business-aligned development efforts, and time-boxed delivery.

Team Collaboration

  • Brainstormed development team evolution strategy and deployed best practices, such as team programming, test-driven development (JUnit) and repeatable builds (Ant, CVS).
  • Defined project skill sets in line with methodology and drove J2EE training.

Work Experience
Customer Solutions Senior Analyst, 01/2004 to Present
Keystone Human ServicesBloomsburg, PA,
  • Colorado Springs Utilities ( is a JD Power and Associates top rank utility company in customer satisfaction is a provider of reliable electric, gas, water and wastewater services in the Pikes Peak Region with about half a million customers both residential and commercial.
  • CSU has been recognized as one of the top utility companies that has best industry practices.
  • Leading various assigned projects for Utilities Bill Payments, Customer Care and Billing (CC&B), and Online Account Management also known as Customer Self Service.
  • One of the team leaders during the migration project from Customer Information System (CISPlus) to CC&B impacting many departments and business units of Colorado Springs Utilities.
  • Develops projects and various other plans by defining the scope, and objectives; and the development of systems configurations, test plans, actual executions of test cases and scenarios, documenting test results, development of implementation plans; managing system change requests by systematic problem solving and analysis.
  • Lead, coordinate and facilitate project meetings to communicate progress to stakeholders and resolve issues and hindrances.
  • Manage multiple projects and tasks simultaneously.
  • Use of project depicting tools such as Visio, MS Project, MS Office.
  • Provide CIS Daily Support for CC&B and the former application, CIS Plus users both on the network and regarding software problems.
  • Extracts and submits productivity of daily support activities from Clarify database and Service Now Change Management Software.
  • Set a leadership and proactive role by actively participating in inter-departmental assessment by proposing and defining improvement initiatives.
  • Propose process improvement thru improved automation.
  • Adheres and develops Quality by Design (QBD) standard operating procedure projects.
  • Set a Role Model performance rating in projects and assigned tasks.
  • Some of Recent Successful Enterprise Projects: Kubra EZ-Pay Debit/Card ACH Utility Bill Payment CC&B Business Process Scripts for the Call Center, Field Services and Billing Data Analytics Reporting Tools from CC&B Oracle Database Tables Usage and Consumption via Meter Data Management (MDMS) Bill Presentment eBilling, Summary Billing and PMPD Pick My Payment Date My Account Text Messaging My Account Wind Power Program.
Program Administrator, 03/2002 to 01/2004
Transworld Information SystemsCity, STATE, USA
  • Protocol USA is a sales lead outbound/inbound call center company that handled clients like Microsoft, Hewlett Packard, and other leading hardware and software vendors.
  • Protocol commercial telemarketing agents call various companies for prospecting customers.
  • Served as client services technical and operations support lead in a call center environment.
  • Outbound/Inbound telephone communications support, technical discussions of problems with end-users.
  • Generate call queues for the customer representatives.
  • Documents problems, schedule resolution and maintain defect tracking systems.
  • Generate day to day productivity reports of customer service representatives and maintains database call records and Accounts Management.
  • Monitor call center quality by listening to recorded calls for lead generation purposes and provide mentoring and coaching to call representatives.
  • Adheres to policies and procedures embodied in the call guide documents with compliance to standard scripts specified by the clients.
  • Clients handled for the purpose of Marketing, Research and Sales Lead Generation: Microsoft Business Solutions, Mercury Interactive Software Testing Solutions, FrontRange, ACT Software, American Express, HP Linux and others.
Customer Service Management (CSM) Quality Software Consultant, 02/1998 to 03/2002
  • Successful Systems Development and Quality Assurance/Testing: Manual and Automated Testing - End to End Integration Testing, Regression Testing Winrunner, Visio, Bug Tracking System, MS Office Suite, MS Project NextGen Project : Clarify FrontEnd DB2.
  • MS SQL and Oracle BackEnd Databases Clarify 7.0 upgraded to Clarify 10.0 customization codings that utilized Clarify modules the Clear Call Center, and Clear Support for the front-end graphical interface and updates and retrieves customer and reference data records from Oracle and DB2 databases with UNIX ref servers, BEA Tuxedo as middleware interface.
  • CSMi Project: C++ and Java (Customer Service Manager Interactive) The objective of this application is to present a graphical user interface (GUI) as an enhancement from the text based interface offered by the mainframe software called CSM (Customer Service Manager).
  • This also decommissioned other MCI legacy customer information systems that handle long distance calls.
  • This mission critical application was written in Clarify 5.0 and upgraded to 7.0 for the front-end graphical interface and updates and retrieves customer and reference data from DB2 mainframe databases ESSENTIAL FUNCTIONS: 1.
  • Work in conjunction with project managers, system architects, business analysts, business users, and subject matter experts to deliver testing results and software performance analyses.
  • 2.
  • Prepares test scenario documents with pass or fail test results.
  • 3.
  • Applies software engineering concepts and first-hand experience applying object-oriented principles, programming languages, and distributed computing technologies.
  • 4.
  • Test software being developed according to specifications embodied in Use Case documents, use case diagrams, system sequence diagrams, activity diagrams, state charts, sequence and collaboration diagrams.
  • 5.
  • Submits deliverables produced within each phase or software version release according to project plans 6.
  • Proficient use of developed bug tracking system Participate in software development team staff meetings.
  • 2.
  • Supports Information Technology department's vision, mission, goals and strategies.
  • 3.
  • Uses judgment in making decisions in compliance with established corporate and department standards.
  • 4.
  • Maintains awareness of new system procedures and processes, software capabilities and other technological advances with potential impact to the current project.
  • 5.
  • Performs other work-related duties as assigned.
  • 6.
  • Possesses sound judgment and business acumen to make logical decisions in line with the company's guiding principles.
LAN Administrator/ Computer Projects Manager, 03/1987 to 02/1998
THE OLAYAN GROUP OF COMPANIES - Riyadh, Saudi Arabia The Olayan Group, ,
  • has offices in the Middle East, the United Kingdom, Greece, United States and Austria.
  • It is a global partner in various industries with companies like BP Solar, Coca Cola, Colgate Palmolive, Kimberly Clark, Range Rover, Jaguar, Toshiba, and other prestigious companies.
  • Professional senior level support, leadership and complex analytical and research functions for systems administration that includes network system administration and security management.
  • Interoperability between Windows NT and Novell servers of about 300 users.
  • Participate in major corporate information technology projects as a lead.
  • Special projects successfully achieved: Development of Intranet and initial website for the company.
  • Designed and implemented Accounting and Financial Reporting Software using Visual Basic and Dbase.
  • Customized Solomon Accounting package with integrated modules such as fixed assets, billing, AR, AP, Job Costing with automatic postings to the General Ledger.
  • Development and implementation of in-house Shares of Stocks management system and banking relationship software which linked and provided interface to the accounting system.
  • Developed Lotus Notes/cc:Mail Email Account/Data.
  • Responsible for the design and implementation of large scale and global data communications link of various company locations that included New York, London, Athens and Riyadh.
  • Visited and was sent to these cities to complete the project life cycle.
  • X25/TCP IP Protocol.
  • Reuters /Telerate data capture and Shares of Stock Transaction Tracking and Management.
  • Payroll System, Handles procurement of hardware and software and maintenance contracts management.
  • Conducts coaching and mentoring and supervision of 10 encoders and 5 technical support personnel.
Education and Training
BS: Mechanical Engineering, Expected in December 19, 2014
Mapua Institute of Technology - Manila,
Mechanical Engineering Registered Mechanical Engineer by the Professional Regulations Commission, Manila Philippines Ms. Charise Swanson and Mr. Brent Eurich
Graduated Masters of Business Administration: , Expected in
University of Phoenix - Colorado Springs, CO
MBA: , Expected in
- ,
GPA: GPA: 3.97
GPA: 3.97
Doctorate of Business Administration: DBA, Expected in
Walden University - ,
GPA: GPA: 4.00
DBA GPA: 4.00
Account Management, Accounting, accounting system, AP, AR, automation, banking, Basic, Billing, budget, Business Process, Business Solutions, C++, Call Center, Change Management, charts, Clarify, Clarify 5.0, Clarify 7.0, coaching, com, interpersonal skills, Hardware, contracts, Cost-Reduction, CSU, client, Clients, customer satisfaction, Customer Service, Customer Care, data communications, Data Management, Databases, database, Dbase, Debit, direction, Email, Financial Reporting, fixed assets, General Ledger, graphical user interface (GUI), Hewlett Packard, HP, DB2, information systems, Information Technology, Java, Job Costing, leadership, Team-building, Linux, listening, cc:Mail, Lotus Notes, mainframe, managing, Marketing, materials, Mechanical Engineer, meetings, mentoring, Mercury Interactive, Messaging, Excel, exchange, MS Office, MS Office Suite, MS Project, Windows NT, middleware, migration, Enterprise, network, Novell servers, object-oriented, Operating systems, Oracle, Oracle Database, Payroll, Peak, personnel, Pick, policies, presentations, problem solving, processes, process improvement, procurement, Programming, progress, Project Management, project plans, protocols, Quality, Quality control, Quality Assurance, Express, Reporting, Research, Reuters, Sales, servers, Scripts, Software development, software engineering, Test software, Software Testing, Solomon, sound, MS SQL, supervisor, supervision, systems administration, system administration, Systems Development, Tables, TCP IP, technical support, telemarketing, telephone, Telerate, Toshiba, Tuxedo, UNIX, Utilities, Visio, vision, Visual Basic, website, Winrunner, written, X25

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School Attended

  • Mapua Institute of Technology
  • University of Phoenix
  • Walden University

Job Titles Held:

  • Customer Solutions Senior Analyst
  • Program Administrator
  • Customer Service Management (CSM) Quality Software Consultant
  • LAN Administrator/ Computer Projects Manager


  • BS
  • Graduated Masters of Business Administration
  • MBA
  • Doctorate of Business Administration

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