director it services resume example with 17+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - : - -

Business-minded, customer focused leader offering expertise in IT Operations, vendor management, and client communications strategy. Strong Skill set in managing teams in key functional areas including data centers, networks, technical services, helpdesk and end user computing. Skilled at maintaining IT budgets as well as managing multiple, diverse internal and external relationships at an executive level.

Customer Service * Written/Verbal Communications * ITIL * Cloud Technologies * AWS * Data Center Operations and Consolidation * Financial Management * Regulatory Compliance * Infrastructure Project Management * NetApp * VM Ware * Cost-Savings Initiatives * Onshore/Offshore Sourcing * Strategic Business/IT Alignment * SCRUM * Policy & Procedure Development * Vender Management * Virus Response * Business Impact Analysis

  • Possess superior written and verbal communication skills
  • Possess solid track record of making difficult decisions and working well under extreme pressure
  • Implementation of ITIL Framework
  • Business Analysis
  • Skilled at presenting to groups
  • Skilled at managing multiple, diverse relationships inside and outside of company
08/2012 to Current
Director, IT Services Danaher Eldridge, IA,
  • Promoted to Director of IT Services in November of 2012, my primary focus shifted to more strategic initiatives while maintaining oversight of the IT Operations group and overall service delivery.
  • Key initiatives have included strategic implementation of the ITIL framework, refining our disaster recovery strategy, and establishing more governance around IT Operations.
  • Key accomplishments include: Ongoing strategic management of AWS IaaS presence, focusing on cost reduction while maintaining reliability and performance of application Effectively managed annual IT Budget of $9M+ Project management for a number of business critical infrastructure projects on time and at or below budget Developed strategic roadmap for storage and virtualization infrastructure Data Center consolidation Instituted training program for IT Services/Operations staff so technical abilities remain current Implemented cross-training initiative for onshore and offshore teams to foster support transparency.
05/2009 to 08/2012
IT Operations Manager Navy Federal Credit Union Great Lakes, IL,
  • Led IT Operations team with primary focus on elevating the level of service delivered to the business.
  • Implemented best practices and team-building exercises to improve teamwork and productivity of department.
  • Managed numerous infrastructure improvement projects for aging data center including fire suppression systems, power redundancy and environmental controls.
  • Other accomplishments included: Established mobility support model for business during tenure; previously, no support was offered Implemented open source Knowledge Base solution with "near-zero" cost Implemented backup strategy for PCs to improve business continuity Managed computing environment consisting of Windows, Macintosh, and Linux platforms Managed migration of key business application from private data center to public cloud Instituted best practice methodologies to improve overall performance of department Provided training to staff on support initiatives and new technologies Led operations team through yearly ITGC internal and external audits related to SOX compliance.

03/2005 to 05/2009
SENIOR TECHNICAL ANALYST Frontier Communications South Haven, MI,
  • Managed IT Support for the World Wide Home Entertainment division at Twentieth Century Fox; 500+ users Point of escalation for all technical issues for division Provided executive support for all Twentieth Century Fox Worldwide Home Entertainment Executives Managed PC budget for the division Served as technical director for all offsite division conferences and productions.
09/2014 to 04/2014
  • Provided network design and support for technology based investment trading firm.
  • Managed WAN circuit installation with due diligence working with various Telco providers.
  • Configured and installed routers and switches.
Expected in 1997 to to
BA: Music Theory and Analysis / Computer Science
State University of New York at Albany - ,

Music Theory and Analysis Computer Science

Expected in to to
ITIL Service Strategy Certified, ITIL Foundations 2011 Certified, CloudMASTER Certification, CCNA, Network+, A+, Business Analysis Certificate of Completion:
- ,
A+, backup, Budget, Business Analysis, CCNA, conferences, cost reduction, delivery, disaster recovery, due diligence, focus, ITIL, team-building, Linux, Macintosh, Director, managing, Windows, migration, network design and support, Network, presenting, Project management, routers, Strategy, strategic, strategic management, switches, teamwork, verbal communication skills, WAN, excellent written

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Resume Overview

School Attended

  • State University of New York at Albany

Job Titles Held:

  • Director, IT Services
  • IT Operations Manager


  • BA
  • ITIL Service Strategy Certified, ITIL Foundations 2011 Certified, CloudMASTER Certification, CCNA, Network+, A+, Business Analysis Certificate of Completion

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