Director Of Information Technology Resume Example

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Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Professional Summary
  • Experienced Information Technology Manager well versed in infrastructure, security CRM, ERP systems resource planning, and daily operations management. Forward-thinking and strategic leader with 30+ years of experience in Information Technology Management. Recognized for cost-reduction, system improvements, operational streamlining and positive leadership style. Strong ability to simplify technical language into simple business terms. Accomplishments
  • Led and contributed to successful implementation of wide-range nationwide communication projects including Verizon ADSL, HSI, FiOS, Get-Connected, and Verizon Self-Service Web Portal.
  • Earned three promotions and three Excellence Awards recognition within 5 years by Verizon Communications
  • Implemented systems, infrastructure and applications for 22 customer support centers with 10,000+-agents
  • Reduced well documented $24M of annual customer support cost through streamlining of technical processes
  • Supervised team of 23 staff members.
Core Qualifications
  • Security planning
  • Product development
  • Infrastructure development
  • Agile framework
  • Project lifecycle management
  • Requirements analysis
  • Detail-oriented
  • Computer proficiency
  • Leadership
  • Good listening skills
  • Supervision
  • Verbal and written
  • Agile, MySQL
  • Automation, Networks
  • Balance, Optimization
  • Budgets, Oracle
  • Business Intelligence, Policies
  • Com, Processes
  • Consultant, Programming
  • Conversion, Programming 2
  • Cost reduction, Quality-control
  • CRM, Real-time
  • Clients, Requirements analysis
  • Client, SLA
  • Customer services, Software engineering
  • Customer support, MS-SQL
  • Data warehouse, SSL
  • Detail-oriented, Supervision
  • Product development, Systems design
  • Disaster Recovery, Upgrades
  • ERP, VoIP
  • Government, Web Portal
  • Information security, Written
  • Information technology
  • Innovation
  • Leadership
  • Listening
  • Managing
  • Office
  • Windows
03/2010 to Current Director of Information Technology Electronic Systems | , ,
  • Innovated SaaS, Mobile Apps, Continuity, and DR Services.
  • CRM & ERP, VoIP, Windows Azure, Office 365.
  • Supporting 55K+ Residential families, 29 Remote Offices sites, and 1200+ Government employees.
  • Process automation; data centers and data warehouse design development and implementation.
  • Logical and artificial Business Intelligence systems design, development, implementation, and support.
  • Business analytics including; gap analysis, earned value, ROI, performance tracking, and improvements.
08/2016 to 01/2021 Director of IT Car Gurus | , ,
  • Responsible for the entire IT services and support operation of the 2nd largest Housing Authority in the nation.
  • Services and support include; Client Services Operations, CRM and ERP systems and application developments, and Infrastructure and Security.
  • Responsibilities include:.
  • All aspects of Infrastructure security, operations, upgrades, maintenance, reliability, and support.
  • Supports Oracle, Yardi, MS-SQL, MySQL, Big Data, Regulatory SSL-TLS Conversion, Elite and legacy systems.
  • Implemented real-time Information security systems, Business Continuity, and Disaster Recovery plans.
  • Overall Technology design enhancement, upgrades, performance, and lifecycle management and support.
  • Successfully executed and implemented Personalized automation modules, mobile apps, data warehouses.
01/2010 to 06/2016 Sr. Project Manager Blackbaud | , ,
  • Led the IT Outsource transformation of 3 programming support and customer 5 onshore call centers into a 1 programming 2 customer support centers within 6 months for in supporting 80+M subscriber utilizing 31 languages.
  • Led team for software engineering services and supported key clients in development efforts, establishing standards, determining specifications and creating Service and Operational Level Agreements (SLA) and (OLA).
  • Virtualized all DFS and Applications systems into a SaaS environment.
  • Identified opportunities for application optimization, redesign, development and troubleshot and resolved user and application issues.
  • Developed, tracked and controlled information technology operating budgets, cost, and benefit analyses for IT spending initiatives.
  • Reduced overall costs of programming, networks, and customer services 63% within 5 months.
  • Support included 31 languages support for M80+ Subscribers.
  • Established quality-control measures and assignments.
07/2000 to 03/2009 Director of IT Car Gurus | , ,
  • Successfully managed 15 diverse management and consultant direct reports in managing the technology required to design, implement, maintain, and Business Intelligence solutions for Verizon call centers.
  • Earned 4 promotions and 3 Individual Excellence Awards in less than 5 years.
  • Developed and implemented technical application support and information technology policies and procedures that advanced investment needs, outcomes, and performance measurements to balance continuous innovation with responsible risk-taking.
  • Led the development and implementation of Verizon Self-Service Web Portal, CRM, and ERP systems.
  • Generated $8.3M of cost reduction per year through alignment of processes and technical resources.
  • Designed and implemented the first nationally standardized KPI measurements and scorecard system.
  • Complied with all FCC, local laws, and federal regulations for Data Security Compliance and mandates.
  • Analyzed department and job-related functionality requirements to align technology priorities with business needs.
  • Focused teams on developing innovative and cutting-edge approaches at all levels with effective resource allocation and strategic planning
Expected in Masters | IT Project Management George Washington University, Washington, DC GPA:
Expected in Associate | IT Project Management Mansoura State University, Mansoura, GPA:
Expected in Bachelor of Business Administration | , , GPA:
Yasser A. Shalaby Page 2 of 2

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Resume Overview

School Attended
  • George Washington University
  • Mansoura State University
Job Titles Held:
  • Director of Information Technology
  • Director of IT
  • Sr. Project Manager
  • Director of IT
  • Masters
  • Associate
  • Bachelor of Business Administration

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