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Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
Summary
IT professional with 23 years of experience in project management, sales support, implementation/support services, and development. A proven leader and skilled communicator who have demonstrated his ability to motivate consulting staff to enact positive, cost-effective results for their customers. SUMMARY OF QUALIFICATIONS *MBA, Technology Management, BBA - Information Technology Systems *Areas of Expertise: *Cross-Functional Leadership *Service Delivery *Process Management *Lifecycle Management *Project Management *Financial Forecasting/Analysis *Consulting Engagements *Incident/Problem Management *Strategic Planning *Business Development *Performance Management *Client Development *Technical/Computer Proficiencies: Oracle, Siebel/Business Intelligence, PeopleSoft Financial/HCM, ITIL Foundation Certification, Cisco (formerly Geotel) ICM, SER Systems (formerly EIS). Results-driven leader, designing and implementing business objectives that meet service delivery needs. Leverage financial planning and budgetary management experience to ensure scopes of projects are met and maintained. Recognized for the ability to lead projects from initial definition to blueprint development and overall execution. Work effectively with people from diverse professional and cultural backgrounds, and communicate ideas in clear easy-to-understand terms. Spearhead the launch of new projects, and apply innovation and creativity to fuel success.
Skills
  • Guest services
  • Inventory control procedures
  • Merchandising expertise
  • Loss prevention
  • Cash register operations
  • Product promotions
Core Accomplishments
Experience
DIRECTOR SOLUTION MANAGER, 01/2012 to Present
Ascension (System Office)Winchester, IN,
  • Second largest software company in the world; annual U.S.
  • revenues of $9.3 billion; 100,000+ employees in the world.
  • Contributed to sales closing approx.
  • 8.2 million ARR (Annual Recurring Revenue) or $$65.6 million TCV (Total Contract Value) for new logo within the Oracle Public Sector Managed Cloud accounts in FY2016.
  • The account is one of the largest account within Oracle Managed Cloud Services business unit.
  • Provides pre-sales architect support and works in collaboration with Oracle Managed Cloud Sales, Partner Sales Channels, License Sales, and Oracle Consulting in selling Oracle's Managed Cloud Services portfolio, including Oracle Applications (E-Business Suite, PeopleSoft, Hyperion, OTM, Demantra, Siebel, & Retail, Exadata/Exalogic, etc.), Oracle Technology, & Oracle On Demand Disaster Recovery.
  • Provide direct sales support for RFX's by building solutions leveraging Oracle's Managed Cloud service portfolio, providing solution design/recommendation presentations & general Q/A support for prospective government customers.
  • Assist Public Sector sales in developing and executing sales strategies required to close complex cloud-based solution procurements through GSA, open market or similar government acquisition mechanisms.
  • Collect and analyze prospective government customer requirements (current infrastructure, application products implemented, product customizations [technical & functional]), and assist in mapping business needs for the purpose of recommending solutions based on Oracle Managed Cloud Service offerings.
  • Assist sales teams in assessing unique government customer service and/or infrastructure needs and developing solutions that meet client needs while supporting Oracle's business objectives.
SERVICE DELIVERY DIRECTOR, 06/2005 to 12/2012
ConcentraLongmont, CO,
  • Second largest software company in the world; annual U.S.
  • revenues of $6.8 billion; 60,000+ employees in the world.
  • Contributed to the planning, management, and execution of accounts with revenues averaging $7.25 million annually contributing to 54% net margin for Oracle Cloud Services (formerly Oracle OnDemand) business unit.
  • Ensured all technical and financial goals were accomplished within governance criteria established through the SLA and SOW.
  • Worked with U.S.
  • account management team to ensure maximum efficiency and profitability by providing competitive intelligence to facilitate creation of winning bids; calculated costing, pricing, and P&L for inclusion in bid packages.
  • Collaborated on cross-functional teams (Operations, Support, Development, Finance and Sales Teams) with quarterly account and operations reviews with senior level management.
  • Worked with customers through lifecycle management leveraging ITIL methodology while focusing on customer's key business objectives and KPI's.
  • Leveraged new technologies and enhanced process to improve overall margins while maintaining overall service levels for the customers.
  • Proactively managed accounts to ensure overall customer satisfaction and consistently ranked in the high quartile with periodic customer survey and satisfaction programs.
PRACTICE MANAGER, 02/1999 to 05/2005
Arrow ElectronicsAll Cities, NV,
  • Second largest software company in the world; annual U.S.
  • revenues of $6.8 billion; 60,000+ employees in the world.
  • Managed sales/proposals and profitability of a cost center, as well as recruiting, hiring, training, and scheduling resources; prepared documentation for monthly/quarterly financial statements.
  • Developed proposal working with clients to determine requirements and business objectives on multi-phase implementations.
  • Managed a group of consultants in the practice and mentor them to improve their job opportunities in more complex roles/responsibilities.
  • Led client software upgrades, managed user privileges and rights training, and interfaced with the Oracle-based help desk to resolve application issues.
APPLICATION ENGINEER, 01/1998 to 01/1999
KohlerAustin, TX,
  • Engaged as primary technical/functional resources for pre and post sales activities.
  • Worked on proposal for multi-national companies with multiple call centers and provide complex solutions to optimize their operations using Cisco Geotel ICM applications.
  • Analyzed and interpreted statistical call center data to evaluate operating results for performance related to customer's key business KPI's.
  • Expanded call center operations for large Financials/Insurance Service organization from 2 facilities/1.5 million call per year to 4 facilities/3 million call per year, project was completed under budget and within time constraints.
SUPERVISOR, 09/1993 to 12/1997
SER SYSTEM FORMERLY EIS INTERNATIONALCity, STATE,
  • World leader in building materials; operates in 79 countries; 84,000 employees.
  • Managed and mentor a group of system engineers to implement call center inbound/outbound solutions/services.
  • Coached, trained, and advised newly-hired engineers and integrated new implementation processes to improve overall delivery of call center solutions by creating a quality and assessment programs.
  • Expanded the breath and roles of the system engineering group to improve revenue.
  • With the growth of the company from 100 employees to 400+ employees, company grew from $40 million to $100 million a year within 3 years timeframe.
Education and Training
MASTER OF BUSINESS ADMINISTRATION: TECHNOLOGY MANAGEMENT, Expected in
PHOENIX UNIVERSITY - Reston, Virginia
GPA:
TECHNOLOGY MANAGEMENT
BACHELOR OF BUSINESS ADMINISTRATION: INFORMATION TECHNOLOGY SYSTEM, Expected in
MIDDLE TENNESSEE STATE UNIVERSITY - Murfreesboro, Tennessee
GPA:
INFORMATION TECHNOLOGY SYSTEM
Skills
account management, architect, budget, call center, Cisco, closing, competitive intelligence, Consulting, costing, client, clients, customer satisfaction, customer service, delivery, direct sales, Disaster Recovery, documentation, E-Business, Finance, Financials, financial, financial statements, functional, government, help desk, hiring, Hyperion, ICM, Insurance, ITIL, logo, market, materials, mentor, works, Oracle Applications, Oracle, PeopleSoft, presentations, pricing, processes, proposals, proposal, quality, recruiting, Retail, selling, Sales, scheduling, Siebel, SLA, system engineering, unique, upgrades

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School Attended

  • PHOENIX UNIVERSITY
  • MIDDLE TENNESSEE STATE UNIVERSITY

Job Titles Held:

  • DIRECTOR SOLUTION MANAGER
  • SERVICE DELIVERY DIRECTOR
  • PRACTICE MANAGER
  • APPLICATION ENGINEER
  • SUPERVISOR

Degrees

  • MASTER OF BUSINESS ADMINISTRATION
  • BACHELOR OF BUSINESS ADMINISTRATION

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