Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Professional Summary

Resourceful and adaptable Director with 20 years of experience in financial oversight, scheduling, bidding, protocol development and process improvements. Team-oriented leader with expertise in employee engagement, customer relationship management, time management, conflict resolution and cost reduction. Customer-focused in managing accounts and maintaining strong business relationships. Strategic planner and operational leader with strong background improving the performance, productivity, efficiency, and profitability of organizational operations.

  • Helpdesk/Call center design
  • Customer Service
  • Problem Solving
  • Management Experience
  • Financial Acumen
  • Continuous Process Improvement
  • Service-Now Administration
  • Change Management
  • ITIL - IT Operations
Work History
01/2012 to 08/2020 IT Director of Operations Hospital Sisters Health Systems | City, STATE,
  • Provides oversight and leadership within assigned area of support and process for 15-hospital system with over 200 ambulatory locations across two-state region.
  • Responsibility for IT Services Management for current and future support Operations.
  • Provide direct implementation and transitional support of Epic electronic healthcare record in acute and ambulatory settings.
  • Help to position IT services to provide services that are focused on customer experience, organizational value, innovation utilizing enterprise service management solution.
  • Prepared daily SLA and IT Incident/change reports and dashboards to assist business leaders with key decision making and strategic operational planning.
  • Interpreted management directives to define and document administrative staff processes.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Maintained accurate, current and compliant financial records by monitoring and addressing variances.
09/2009 to 09/2012 Director of Implementation Services St. Vincent Hospital | City, STATE,
  • Cultivated project timelines, documentation, processes and updates to develop and manage tactical plans.
  • Evaluated and defined internal and customer needs, implementing processes to address requirements.
  • Organized project implementation resources and leveraged expertise to assist organizational rollout.
  • Led custom product training and deployment to meet organizational goals. Trained over 5000 colleagues and providers
  • Interviewed, hired, trained and mentored staff by coaching daily, leading performance reviews and offering constructive feedback.
  • Coordinated Information technology projects, including defining scope, managing milestones and maintaining strong relationships with all stakeholders.
  • Facilitated best user experience through continuous support, training classes, webinars, improvements and communication of system changes.
  • Oversaw development and implementation of improvements to support and network operations.
  • Documented specialized data and requirements to address business demands.
  • Developed new training programs such as online modules, interactive software, language labs and online programs and provided ongoing training to staff.
01/2008 to 01/2009 Internal Support Manager St. Mary's Hospital Medical Center | City, STATE,
  • Project Portfolio Management
  • HIPAA Security Officer
  • Disaster Recovery/Business Continuity Planning
  • Contracts and Licensing Management
  • Prepared employee schedules for maximum coverage during key hours.
  • Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Maintained accurate, current and compliant financial records by monitoring and addressing variances.
  • Assessed previous resolutions to uncover deficiencies in coverage and develop improvements.
  • Tracked and documented metrics, and evaluated trends.
01/2000 to 01/2008 IT Project and Security Specialist HSHS St. Mary’s Medical Center | City, STATE,
  • Responsible for development of Incident tracking software as well as Call Center Statistics.
  • Developed Process Improvements based on data coming from Call Center System.
  • Vendor Purchasing Negotiation on IT Projects.
  • Participated in IT Capital and Operating Budget Planning.
  • Project management: Created and Managed IT Electronic Project Intake Process for St.
  • Mary’s Hospital, Managed work effort associated submitted project requests and managed resources time on projects.
  • Managed Large IT projects to include new OR, Sunquest Lab, Cardiology Software, Cancer Software
  • Acted as IT Security Officer for St Mary’s Hospital; Developed policies and processes as related to HIPAA.
  • Managed and supported organization-wide privacy and security management measures.
  • Drafted detailed security policy to govern and support technology decisions.
  • Managed information system regulatory compliance to meet updated guidelines.
Expected in 05/2015 Master of Science | Project Management MSPM Completed, Platteville, Wisconsin, GPA:

Masters of Science in Project Management is aligned with the Project Management Body of Knowledge. Agile, Project Scope Management , Project Management techniques and Organizational behavior.

Expected in 2007 BA | Interdisciplinary Studies University of Wisconsin - Green Bay, Green Bay, WI GPA:

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School Attended

  • MSPM Completed
  • University of Wisconsin - Green Bay

Job Titles Held:

  • IT Director of Operations
  • Director of Implementation Services
  • Internal Support Manager
  • IT Project and Security Specialist


  • Master of Science
  • BA

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