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director production operations service delivery resume example with 13+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
  • :
Professional Summary

Accomplished and goal-driven Information Technology Director with more than 25 years' experience in strategic and tactical business leadership. Skilled in aligning systems and services with business requirements, policies and regulatory requirements. Passionate about applying excellent organization and communication skills to manage and lead teams. Results-oriented individual well-versed in interfacing and consulting on business processes to drive results based on sound overall business judgment; enabling a frictionless experience. Experienced Information Technology leader well-versed in infrastructure, security planning and daily operations management. Forward-thinking and strategic leader with deep experience in Information Technology. Recognized for cost-effective system improvements, operational streamlining and positive leadership style.

Skills
  • People Leadership
  • Thought Leadership
  • Emotional Intelligence
  • Workflow Process Improvement
  • Roadmap Building & Execution
  • Troubleshooting & Resolutions
  • Data Analytics
  • Strategic Planning
  • Coaching & Mentoring
  • DE&I Advocate
  • Cross-Functional Collaboration
  • Agility Improvements
  • Continuous Improvement Planning
  • Workforce Improvements
Work History
DIRECTOR, PRODUCTION OPERATIONS & SERVICE DELIVERY, 03/2017 to Current
Whole Foods MarketHyannis, MA,

Responsible for developing strategy, launching new initiatives, and enhancing global programs that operate with consistency, quality, and efficiency across a 100-person organization while managing 11 direct and 85 indirect reports.

  • Leveraged predictive analytics, machine learning, automation, documentation, and training to increase efficiencies and grow revenue
  • Assisted in planning and execution of cloud strategy, migrating large production workloads to AWS
  • Directed, organized, and monitored implementation of programs, process, and service enhancements for greater efficiencies and increased productivity
  • Built IT asset management program; including all inventory, tools, and processes, allowing for improved control over physical IT assets
  • Realized $4M cost savings in one year related to hardware replacement costs, due to building automated hardware tracking program that increased recovery rate of IT assets from 25% to 82%
  • Successfully and seamlessly transitioned 8,000 employees to remote work during pandemic by working with vendors to provide necessary equipment to work from home, despite global supply chain issues
  • Led transformational efforts tied to Employee Service Experience; monitored, tracked, and evaluated quality, efficiency of Global Employee Service Desk delivery methods and procedures to ensure high levels of customer satisfaction
  • Transformed underperforming Shared Services organization into globally aligned team, resulting in more efficient operations, supporting 2x-3x volume while maintaining flat headcount and simultaneously transforming 70% of organization into agile service delivery support model
  • Product Owner for ServiceNow ITSM module
  • Managed daily operations while overseeing multiple locations to foster increased productivity.
  • SOX control owner, took part in ISO27001 certification process, and GDPR updates
  • Member of Women’s Empowerment + Employee Resource Group and Diversity, Equity, and Inclusion Council
  • Analyzed business needs while soliciting customer feedback for process improvements.
  • Created annual budget and developed comprehensive plan to accomplish company objectives while staying within budget.
  • Former roles: Lead Database Administrator (6 months), Manager Shared Services (1 year).
PRODUCTION SUPPORT & DATABASE TEAM MANAGER, 05/2013 to 03/2017
Freddie MacAtlanta, GA,

Led the team of Database Administrators, and Production Support personnel responsible for solving the most challenging issues from our most important customers and core applications/processes. Team reactively resolves urgent challenges and develops proactive processes to eliminate issues at their core, to scale operations, and expand support.

  • Healthcare provider for families and individuals in Washington state
  • Tasked with leading team responsible for solving challenging issues with core applications and processes for key clients along with hiring and termination duties
  • Led team to reactively resolve urgent issues and develop proactive processes to eliminate problems at their core, scale operations and expand support by focusing on automation and creating repeatable processes, improving mean time to resolve incidents by 30%
  • Strategically planned major SQL server upgrades
  • Provided mentorship to many junior associates who have since been promoted
  • Responsible for building and maintaining integrity and security of enterprise data systems that support various operating units
  • Partnered with DevOps teams to review and optimize queries/code for performance, code deployment, automation, architecture, and security review
  • Facilitated and participated in problem-solving, root cause analysis and reviews with mid-level and senior-level business partners within cross-functional teams.
TEAM MANAGER, 01/2011 to 01/2013
Delta Dental Of WashingtonCity, STATE,

Led a team of Database Administrators, and Data Modelers responsible for solving the most challenging issues from our most important customers and core applications/processes. Team reactively resolves urgent challenges and develops proactive processes to eliminate issues at their core, to scale operations, and expand support. Largest dental benefits provider in the state and a member of the nationwide Delta Dental Plans Association

  • Identified issues that would have resulted in missed target delivery date for crucial upgrade that would have introduced risk to the business
  • Implemented standardized and automated database management best practices
  • Automated manual processes to complete environmental refreshes
  • Developed, implemented, and ran practice for disaster recovery plans
  • Reduced number of on-call events by 98% by identifying and eliminating root causes, rather than applying temporary fixes
  • Streamlined database operations including leading efforts to improve database-related activities, enabling team to accomplish more with fewer people
SENIOR SQL DATABASE ADMINISTRATOR, 05/2009 to 01/2011
AvalaraCity, STATE,

Provided Database Administration 24x7 support for complex Production, and Development SQL Server installations. Reduced downtime for Production databases by implementing predictable and controllable Indexing and maintenance jobs, and identifying and partnered with Development teams to tune poorly performing code.

  • Provided 24x7 support for complex Production, Development, Compliance and Business Operations SQL Server installations
  • Led projects related to site improvements, change management and focusing on database-related tuning optimization and working with Developers to improve code introduced into the Production environment
  • Re-engineered Avalara's existing index maintenance scripts and updated database-related processes (backups and database performance monitoring)
  • Maintained, tuned, performed recovery and upgrade operations for SQL Server 2005 and 2008 and 2008R2 instances and VLDB in a clustered, mirrored and replicated environment
  • Led projects related to site improvements, change management and focusing on database-related tuning optimization and working with Developers to improve code introduced into the Production environment
  • Maintained and supported database Mirroring, Partitioning, Replication, and Log Shipping in MS SQL Server environment
Education
Bachelor of Science: IT Management, Expected in 08/2024 to Western Governors University - Salt Lake City, UT
GPA:
Certifications
  • DEI Lean Six Sigma Yellow Belt Certification
  • Certified IT Experience Management (ITXM) Professional
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Resume Overview

School Attended

  • Western Governors University

Job Titles Held:

  • DIRECTOR, PRODUCTION OPERATIONS & SERVICE DELIVERY
  • PRODUCTION SUPPORT & DATABASE TEAM MANAGER
  • TEAM MANAGER
  • SENIOR SQL DATABASE ADMINISTRATOR

Degrees

  • Bachelor of Science

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