Jessica Claire
, , 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - -
Professional Summary

Experienced IT Professional with over 15 years of experience in Information Technology Management. Excellent reputation for resolving problems and improving customer satisfaction.

  • EHR Administration
  • Microsoft Office 365 Administration
  • Sharepoint Administration
  • Hardware and software installation
  • Budgeting and forecasting
  • Network and Data Administration
  • Training & Development
  • Project Management
  • Implementing security measures
  • Implementing Policies and Procedures
  • HIPAA & EHI regulations
  • DBHDS & DMAS knowledge
Work History
10/2018 to Current
IT Applications Systems Developer Abacus Group Llc Frisco, TX,
  • Lead IT Council VACS for Horizon BH and other CSB committees, including DBHDS and DMAS.
  • Back-up IT Applications Manager as needed.
  • Manage EHR software implementation projects including training, migration, and support, achieving scheduled business strategic goals and objectives.
  • Improved internal migration procedures by streamlining information and data management through BI Analytical Tools.
  • Analyzed and documented complex financial accounting software requirements for efficiency needs using MIP Accounting software.
  • Lead liaison between business users and leadership team through Project Management.
  • Maintain SQL database and create high-level reporting for executive functions and business users.
  • Project Lead on Document Control and Data Management.
  • Implemented Internal Audit processes for data and quality compliance.
  • Managed system conversion and maintained minimal downtime during updates.
  • Implemented Client Portal to support 21st Century Cures Act to support Electronic Health Record access initiatives.
  • Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders during the COVID period, by effectively launching telehealth technologies to support business needs.
10/2017 to 07/2018
IT Project Manager Chewy Bellevue, WA,
  • Provided project life-cycle leadership over all phases of enterprise-wide IT implementations across multiple branches.
  • Maintained information technology strategies by managing staff; researching and implementing technological strategic solutions.
  • Responsibilities included Program/project management, business analysis, project scoping, building prototypes, documenting risk and network administration.
  • Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
  • Established and enforced internal controls, workflows and policies for tracking, reconciling and reporting on accounting activities.
  • Validated existing accounting management and reporting systems to assess quality and conformance, identify problems and implement corrective actions.
  • Managed effective action plans to respond to audit discoveries and compliance violations.
  • Liaised with risk management, internal audit and employee services departments to direct compliance issues to appropriate channels for investigation and resolution.
  • Monitored system upgrades, which included patches, service packs, hotfixes and new configurations.
04/2007 to 06/2017
Senior Operations Manager Nucor Corporation Bourbonnais, IL,
  • Responsibilities included the daily planning and operations of J.Crew's contact centers located in Lynchburg, Virginia and San Antonio, Texas.
  • Instrumental in launching JCrew's first redundant contact center in San Antonio, TX.
  • Managed high-level planning, leadership acquisition, and development.
  • Established and administered annual budget with effective controls to prevent overages, minimize burn rate, and support sustainability objectives.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Eased team transitions and new employee orientation through effective training and development.
  • Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
  • Assisted in recruiting, hiring and training of team members.
  • Demonstrated exceptional knowledge of process optimization in relation to profit and loss.
  • Directed HR operations, including strategic workforce planning, goal cascading, performance management, staffing and benefits administration.
  • Supported regulatory compliance by overseeing all audits to verify protocol adherence.
  • Planned and conceived computer systems using information engineering, data modeling and structured analysis.
  • Evaluated and adopted new technologies to address changing industry needs.
  • Boosted information sharing by enhancing interfaces between computer systems.
  • Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.
  • Delivered network technology training to junior team members and end-users, enhancing knowledgebase and team productivity.
  • Managed system-wide operating system and software deployments, as well as related software upgrade problems.
  • Designed and evaluated WAN and LAN connectivity technologies.
  • Performed network security design and integration duties.
  • Researched and recommended network and data communications hardware and software using JIRA.
  • Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP and CTI applications.
  • Supervised and trained 4 supervisors, 2 leads and 15 computer operator trainees, both onsite and remotely via internet and intranet, ensuring full staffing with trained and knowledgeable employees to support operational needs.

01/2002 to 01/2006
IT Supervisor CB Fleet City, STATE,
  • Supported 24/7 operation, managing teams of support personnel who troubleshoot technical issues, and monitoring network performance.
  • Implemented policies and procedures regarding operations and how problems are identified, received, documented, distributed, and corrected.
  • Performed system validation and documentation for FDA-controlled environments.
  • Ensure maximum issue resolutions in minimum time through Helpdesk software.
  • Handled and resolved customer hardware and software issues.
  • Evaluate new information systems products/services and suggested changes to existing products or services.
  • Worked directly with IT Director to identify opportunities to reduce call volumes, improve services, and enhance the overall performance of IT functions.
  • Achievements:
  • Developed and Implemented an in-house computer training program for Corporate MS Office and Project, and instructed.
  • Moved Helpdesk from 1 technician operation support to 24/7 Customer Service during company growth.
  • Implemented new policies and procedures for Network Operations.
  • Project Manager of Corporate Wide Windows and Office Migration.
  • Project Manager of Corporate Wide e-Learning system.
  • Trained as backup lead for AS/400 Operations.
  • Trained in Project Server administration, maintenance, and support.
  • An inherited project that was in jeopardy and through series of actions subsequently delivered a project that was completed on time and met customer’s expectations.
  • Business Intelligence support with Cognos and other BI tools.
  • Promoted to IT Supervisor from Helpdesk Support.
Expected in 12/2021
Bachelor of Science: Information Technology Project Management
ECPI University - Virginia Beach, VA
Expected in 07/2000
Associate of Science: Computer And Information Systems Security
American National University - Salem - Salem, VA

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School Attended

  • ECPI University
  • American National University - Salem

Job Titles Held:

  • IT Applications Systems Developer
  • IT Project Manager
  • Senior Operations Manager
  • IT Supervisor


  • Bachelor of Science
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