Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
  • Strategic Planning and Execution
  • Team Building
  • Requirements Analysis
  • Project Lifecycle Management
  • Continual Service Improvement
  • Regulatory Compliance
  • Stakeholder Relations
  • Performance Analysis
  • Conflict Resolution
  • Coaching and Mentoring
  • Staff Training/Development
  • Operation and Information Security
  • Certification and Accreditation
  • Root Cause Analysis
  • Problem Resolution
  • Data Center Automation
  • Contracting/Procurement
  • Business Operations
  • Information Technology Service Management (ITSM)
  • Information Technology Infrastructure Library (ITIL)
  • Certified Information System Security Professional (CISSP)
  • Information System Security Management Professional (ISSMP)
  • ITIL v3 Foundations
  • ITIL v3 Intermediate: Service Operations
  • Cisco Certified Network Associate (CCNA)
  • CompTIA Security+
Professional Summary

Multi-talented Information Technology professional with over twenty years of experience in the private and public sectors. Proven track record in developing, implementing and operating mission-focused solutions to drive business growth and ensure achievement of organizational goals and objectives.

Expected in 03/2017 Bachelor of Science | Management Information Systems Park University, Kansas City, MO GPA:

Graduated summa cum laude

Work History
07/2014 to 04/2019 Data Center Director Twitter | San Francisco, CA, United States
  • Resource Manager and Site Lead overseeing 90+ civilian and contractor personnel performing all aspects of Data Center design, engineering, service delivery and operational sustainment activities in support of the Marine Corps Enterprise IT Services (MCEITS) Unclassified pre-production, Unclassified production and Classified production enclaves.
  • Key stakeholder in the definition, staff modeling and FOC description for COOP capability instantiation and program-wide refresh project ($63M); accountable for review and acceptance of conceptual and post-design system design(SDD) and subsystem design documentation(SSDD).
  • Provided managerial and technical oversight of first ever DISA CCRI-phase III for a DOD component organization resulting in Excellent/Excellent ratings for both NIPRNet and SIPRNet.
  • Process Group Integrated Product Team (IPT) chair; lead the development, planning and oversight for program-wide continue service improvement models, initiatives and plans encompassing all ITSM and Business processes/functional areas directly resulting in; 240% sustained increase in change throughput, 24% reduction in release defect rate, 32% increase in first call resolution, 3% increase in CMDB accuracy.
  • Coordinated and lead an inter-organizational IPT to develop and deploy automated technical and security baseline management framework/workflows enabling delivery of platform as a service (PAAS) and garnering a 80% reduction in application inclusion cycle-time.
  • Oversaw the migration, early life support (ELS) and sustainment of 35 USMC Enterprise-level applications and services.
10/2010 to 07/2014 Problem Manager Albany Charter School Network | East Palo Alto, CA, United States
  • Selected as interim site lead and information owner (8 months) for Marine Corps Enterprise IT Services in Marine Corps IT Center, Represented and provided direction for Enterprise Information Technology Center(EITC) internally/externally through OLA/SLA/MOU fulfillment, EITSM; Incident Management (IM), Event Management (EM), Problem Management (PbM), Change Management (ChM), Configuration Management (CfM), and Release and Deployment Management (RDM) enactment and MCEITS Application Inclusion Process support/execution.
  • Developed and managed; release strategies, processes and, procedures, and service transition schedule for; Core Service deployment (SOA, ePF, IdAM, Chat and iPS), Application Inclusion Process (AIP), PdMO, O&M Engineering, EITC Operations and MCNOSC S-5 projects in support of the MCEITS Classified and Unclassified EITC.
  • Created and deployed repeatable processes and documentation templates for automation of activities and sub-processes to achieve repetition of Release Build, Service validation & Testing, Deployment and Closure activates minimizing delays and defects in service delivery and providing operational efficiency.
  • Developed and launched the foundational Problem Management process/discipline, based on ITILv3 and casual event-based root cause analysis (RCA) for the MCEITS Operations Center (MOC) to include SOPs, PWIs, ITSM Templates, KEDB governance, work flows, automation of problem detection and resolution, Solution Database governance as well as process execution oversight and review while ensuring alignment with the overarching enterprise Problem Management process(es), ITSM tool suite application usage and documentation standards.
  • Lead MOC support of USMC Enterprise Initiatives; MCITC CCRI, Sonic Service Desk Build out IOC, UEITC/CEITC IATO/ATO/IOC, E-ITSM standardization, BMC Suite MCEN SSO development, HP Suite GC authentication integration, NMCI discontinuance CLINs; 2290, 2294 and 2295 (build/validation/deployment) support.
  • Provided critical coverage in the following roles during staffing shortages allowing USMC attainment of MCEITS mission, objectives and key milestones: Release and Deployment Manager, Change Manager, Operations Manager.
07/2009 to 10/2010 Information Assurance Manager ManTech SMA | City, STATE, United States
  • Planned and directed 18 Information Assurance Officers (IAOs) in the acquisition/accreditation/test and evaluation/risk assessment/life-cycle development of 185 local and enterprise-level classified Special Access Program (SAP) systems throughout Whiteman AFB in accordance with governing docterine (JFAN 6/3 and 6/9, DCID 6/3 and 6/9, NISPOM, NISPOM Overprint, NIST SPs and all associated AirForce and DoD Directives/Instructions/Guidelines).
  • Authored and reviewed IA related customer support policies, procedures and standards.
  • Develop Certification and Accreditation packages, System Security Plans, Interconnection Security Agreements, Memorandums of Agreement/Understanding and Security Configuration Reviews.
  • Service as the installation lead for technical solution development and Project Management, IAVM reporting/review instantiation, IAO training program.
  • Lead client interview/briefings for Risk Assessment, system categorization, security test and evaluation process and potential/actual classified spillages.
  • Created and deployed a media/asset accountability and check-in application eliminating paper record storage and providing instant auditing and reporting capability for all SAP/SAR tactical IT assets, media and peripherals.
  • Worked closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose.
08/2001 to 05/2009 Network Operations Manager US Navy | City, STATE,
  • Managed and supervised a team of 48 military, civilian and contractor watch-standers and network/systems administrators in the day to day operations of the Pacific Region Network Operations Center (PRNOC).
  • Led, defined, and directed the PRNOC troubleshooting and communication processes to meet Service Level Agreements for monitoring, data recovery, escalation, and reporting to over 200 US and Coalition shore/mobile units on 10 classified and unclassified networks/enclaves.
  • Subject Matter Expert in the areas of Cisco routing and switching (OSPF and BGP), Linux Servers (DNS/SMTP/Web Cache/Web Server/SQL/Syslog), Windows servers (DNS/File and Print/WSUS/E-mail/Web Server/SCCVI/SCRI/HBSS/SMTP VScan/TACACS+), Packet shaping, IDS/IPS, Inline Virus Scanners, Firewall Clusters, and VPN Devices.
  • Directed all Change Management, Incident Management, Event Management and Problem Management processes and activies int the support of IT service provisioning to the Pacfic Fleet.
  • Responsible for IAVM, CTO, STIG compliance, reporting, POA&M generation/tracking for NIPR/SIPR/CENTRIXS/CAS/JWICS enclaves, services and systems.
  • Responsible for workload, workforce management and personnel performance/performance counseling, improvement plans and evaluations.
  • Coordinated maintenance availability and ASI dissemination for enterprise-level service upgrades and outages.
  • Infused ITIL/ITSM concepts and best practices throughout NOC culture bringing network uptime from 99.98 to 99.999.
  • Developed a fully comprehensive training platform, directly responsible for a truly cross-enclave support team.

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  • Park University

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  • Problem Manager
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  • Bachelor of Science

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