director ignition technology resume example with 20+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
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  • single:
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Professional Summary
I am a distinguished director of technology with over 20 years of leadership experience at a “Big4”, managing technical staff and projects in a large-scale enterprise environment. I am a proven leader that takes business requirements and delivers technology solutions. I have a long tenure as a technology leader that supports Tax, Audit and Advisory business functions at KPMG delivering excellence in customer service. I am a business champion for technology risk, legal and security reviews for solutions to safeguard data and modernize the process to be more agile. I am passionate about data and measuring the performance by defining KPIs for process improvement. I am skilled in business process methodology, responsible and accountable for defining standards, processes, and procedures to ensure we can operationalize, replicate, and scale organizations.
  • Business operations and support
  • Technology roadmap and strategy
  • Innovation and solutioning
  • Operational support and monitoring
  • Service desk – ServiceNow
  • Data and Analytics
  • Remote and Hybrid Collaboration Technology
  • Enterprise Audio and Video technology
  • Vendor Management
  • Emerging Technology
  • Communications
  • End User Computing
  • Mobile device management
  • PMO, Program and Project Management
  • ITIL V4 Foundations
  • Six Sigma green belt
  • Agile methodology
  • DevOps leadership
  • Client Relationship Management
  • Management of remote Teams
Work History
Director Ignition Technology, 05/2020 - Current
At&T Richmond, VA,
  • Ignition Technology
  • The KPMG Ignition team helps our clients discover emerging opportunities through our innovation and strategic intelligence capabilities; design bold scenarios using state-of-the-art interactive technology; and deliver the insights and solutions that only come from efficient cross-team collaboration to sClaire innovation
  • The KPMG Ignition centers are unique environments that encourage creativity with project-focused workspaces that foster inventive technology-driven solutions
  • Create and operationalize the technology approach necessary for Ignition to be a leading innovation center among the Big 4; meet the needs of the business across short- and long-term horizons, with a focus on immersive and impactful client experiences that will enable next generation client solutions
  • Recommend strategic and conceptual direction of technology informed by Ignition business needs; understand and remain current on emerging technology trends, especially as it relates to client experiences; develop recommendations for consideration and strong relationships with Ignition delivery leaders; document ongoing needs and understand impact and how to prioritize across horizons
  • Maintain relationships with the ecosystem teams that deliver comprehensive technology support to the firm's Ignition Centers and take point on implementation of test-and-learn solutions that keep Ignition competitive; oversee business requirements, evaluation, and implementation of technologies and platforms designed built for Ignition
  • Manage large scale technology projects including the formulation of project strategy and objectives as well as project delivery, working closely with leadership on strategic planning and tactical planning with functional teams; maintain vendor relationships for 3rd party integrators, software and development agencies, and offshore development teams
  • Lead the development of KPIs for Ignition technology broadly and across technology projects, providing leadership with metrics, usage, capacity and performance reporting; collaborate closely with other departments' Senior Leadership on improving services, process improvements and issue resolution based on metrics Provide technology governance for all changes made to solutions to minimize impact to the business and ensure compliance with standards and controls by all teams involved; manage annual technology budget and contribute to annual budget planning cycle based on short- and long-term horizon technology strategy
Director Workplace Technology, 10/2014 - 05/2020
Arby's, Llc Cornelia, GA,
  • Member of the KPMG US Digital Nexus Organization providing project and operational leadership for 110 offices and 40,000 employees
  • Scope of responsibilities includes collaboration technology support, endpoint management, client relationship management, project management, vendor management, customer communications, technology deployment & adoption, and technology training
  • I am passionate in providing best in class technology services to our partners and professionals
  • Technology Operational readiness for KPMG’s new professional learning, development, and innovation center
  • Provided oversight and leadership in the implementation technology in KPMG’s Lakehouse
  • Managed and orchestrated over 12 vendors along with KPMG teams to deliver technology solutions on time and on budget
  • Collaborated with stakeholders from events and meetings, Learning and development and KPMG Business School to deliver learning content to best leverage the technology deployed
  • Accountable for management and delivery of IT field support in 110 KPMG offices responsible for conference room technology and AV Support
  • Digital transformation leader for the Video Services organization in offices to improve remote support capabilities and strive for operational excellence
  • This resulted in the realignment of resources, establishing new service level agreements, and implementing process improvements required to achieve the overall mission, goals, and objectives of the organization
  • Re-imagined our support structure to adequately respond to the business needs during critical times
  • This reduced average time to resolve end-user issues and reduce productivity loss
  • Enabled monitoring tools and implemented remote support capabilities to quickly resolve issues without vendor support escalations
  • Positively impacted workplace culture through the development and implementation of policies, procedures and technology that have enhanced the workplace experience
  • Created a program to help end users become more aware of the suite of technology products and services available to them
  • Benefits included increased adoption and use of technology as it was intended, awareness of availability of technology to enhance delivery to clients, better relationships with business leads, and better end user experience
  • Provided management oversight & direction for the laptop and mobile device estate for KPMG US for 38,000 professionals
  • In my tenure, we upgraded from Windows 7 to Windows 10 which enhanced the security and firm posture on vulnerabilities and threats
  • Along with Windows 10, deployed a new process to build laptops as well as over the air updates for future upgrades eliminating the need for our mobile professionals to have to visit an office
  • Developed an Endpoint Security and governance strategy to align with the Office of General Council (OGC), Information Management office (IMO), Risk Management, and IT Security
  • Founded the Endpoint Security team to drive laptop compliance and proactively monitor threats that could result in breaches of data or digital threats that would attack KPMG professionals
  • Deployed policy and tools to raise the security posture like Appsense, Carbon Black, and Symantec Endpoint Protection
  • Accountable for managing and delivering KPMG’s software library
  • Standardized software packaging methodology to streamline software distribution
  • Developed C# wrapper that allows automation for software installation and coordinate installation focused on end user experience reducing disruption and productivity loss
  • Created reporting, metrics and oversight of the laptop and mobile device estate
  • Created an enhanced dashboard solution for compliance and reporting deploying Qlikview and Alteryx to provide essential data mining capabilities enabling leadership to make better informed decisions based on the current endpoint estate.
Associate Director Technology, 08/2009 - 10/2014
  • Business relationship management/Solution architecture
  • Developed strategies, requirements, and specifications for business solutions
  • Served as the liaison between business stakeholders and the information technology teams
  • Converted business requirements into technical specifications to facilitate the execution of projects and operational requests and transition to operational support
  • Provided leadership and direction to the engagement technology services team providing support to our professionals working at client sites
  • Implemented remote site-specific technology solutions that enable them to be more productive
  • Create and operationalize enterprise technology for remote teams at client sites and act as a liaison between KPMG engagement teams and client IT to resolve and remove technology barriers
  • Leader for Offshore Technology Services team providing virtual hosting services to our business stakeholders to help design, implement and support the technology required for KPMG offshore activities
  • This team supports, maintains, and monitors the Virtual Desktop Infrastructure (VDI) that allows our international workforce for Tax, Audit and Advisory in India and abroad to work on KPMG US engagements to produce deliverables for our clients.
Manager, 05/2002 - 08/2009
KPMG LLP, Forensic Technology City, STATE,
  • Services
  • Managed a team providing day to day operational support for e-Discovery services
  • Responsible for the delivering high availability, client-facing, hosted IT offerings
  • Successfully led governance, risk, and compliance (GRC) for multi-tenant IT solutions
  • Managed procurement, vendor management, software licensing, regulatory compliance, privacy requirements, and disaster recovery for the KPMG client hosting IT environment
  • Responsible for RFIs, RFPs, and client security reviews
  • Bridged client needs with IT teams, serving as a liaison for go to market opportunities to inspire confidence in our service offerings and capabilities
  • Central point of contact for crisis situations for IT issues that impact business continuity and outages
  • Communication and response in war rooms updating business leaders for crisis technology events
  • Facilitated e-Discovery global software implementation for KPMG member firms in Australia, Canada, and the United Kingdom
  • Developed capacity management and high availability capabilities for client IT offerings.
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  • Director Ignition Technology
  • Director Workplace Technology
  • Associate Director Technology
  • Manager



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