it program manager resume example with 14+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) XXX-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

Dedicated IT professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Accomplished Program Manager / Project Manager with over 25 years of experience in IT. Excellent reputation for resolving problems and improving customer satisfaction. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

  • Teamwork and Collaboration
  • MS Office
  • Decision-Making
  • Analytical and Critical Thinking
  • Planning and Coordination
  • Excellent Communication
  • ITIL v3 Foundation Certified
  • Lean Champion Certification
Work History
IT Program Manager, 06/2022 - Current
Avid Technology Professionals Backend Developer, MD,
  • All aspects of program and project management for strategically important initiatives.
  • Assisting with PMO governance duties, including reporting, threshold assessments and assessing and monitoring health of key projects.
  • Provide consulting and expert guidance on all phases of program and project delivery, including business case development, financial impact analysis, project scoping, risk assessment, monitoring and delivery.
  • Manage major program initiatives; assist management in defining the strategic plans for programs that align with business goals and objectives. Manages interdependencies and common critical path milestones across the projects, facilitating risk management, issue escalation/resolution, scope change and implementation planning.
  • Manage one or more large and complex projects with responsibility for meeting scope, timeline, budget, and quality commitments. Directs decision making, communications, problem resolution, and other associated activities during all phases of large and complex projects using a proactive and positive approach.
  • Provides delivery assurance and health checks for strategic and key initiatives by assessing all aspects from project direction and scope through implementation (including business case, requirements, risk, change management and project deliverables).
  • Designs and implements program and project organizational structures that are cost effective and efficient.
  • Develops business case documentation, including cost benefit analysis and/or return on investment analysis.
  • Promotes formal communication methods and establishes open and consistent communication with all levels within the organization (including project teams, stakeholders, management, and other Global IT Office functions).
  • Defines and directs formal communication methods and establish open and consistent communication with all levels within the organization.
  • Provides status reports and facilitates inter-program communication.
  • Provides appropriate progress updates to management, steering committees, project boards and other stakeholders, using both formal and informal channels.
  • Responsible for consulting, directing, mentoring, and checking the work of other project management professionals. Directs activities of multiple project managers responsible for individual projects within a program; holds teams accountable for meeting goals and objectives.
  • Identifies and leads program and project process improvement activities.
  • Worked closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose.
  • Coordinated with management teams to plan, develop, align and execute strategies that would meet client's vision, mission and purpose.
  • Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
  • Trained and mentored newly hired Project Managers by coaching daily, contributing to performance reviews and offering constructive feedback.
Lead IT Consultant, 06/2019 - 06/2022
Honeywell Harrisburg, NC,
  • Identified business issues through careful collaboration with key stakeholders.
  • Prioritized projects and project tasks depending upon key milestones and deadline dates.
  • Determined areas for improvement and implemented processes to alleviate problems.
  • Developed program schedules and monitored milestones, managing production flow to guide production orders to correct and timely completion.
  • Responsible for maintaining GTS's Technology Strategy, ensuring that corresponding
    strategic goals are planned, advanced and achieved, and that they deliver business value.
  • Responsible for maintaining GTS's Technology Strategy, ensuring that corresponding
    strategic goals are planned, advanced and achieved, and that they deliver business value.
  • Provides guidance for technology aspects of the other GTS strategies to ensure those
    technologies are cohesive and in sync with the Technology Strategy.
  • Verifies that major GTS initiatives comply with the Technology Strategy.
    Strengthens alignment by participating in in strategic and operational planning activities
    involving GTS service owners and top technical staff.
  • Provides consulting on operational processes to maintain strategic alignment and minimize
    customer impact.
  • Provides consulting for architecture team in reviewing strategic technologies and solution
Lead Project Manager, 10/2012 - 06/2019
Aegon Global Technologies City, STATE,
  • Communicated project plans and progress to key stakeholders and project contributors.
  • Maintained schedules to meet key milestones at every project phase.
  • Oversaw large portfolio of projects to support teams, report progress and influence positive outcomes for key stakeholders.
  • Recorded all project costs and expenses and aligned with project budget.
  • Managing projects, which involves determining project deliverables and timelines, developing
    a project plan and managing to the plan, coordinating and leading meetings, preparing
    meeting minutes and status reports. Working with team members to resolve issues.
    Coordinating activities of a project team which may include individuals from multiple teams,
    departments and locations.
  • Manage and deliver assigned projects to agreed timescales, budgets and quality standards
    Developing a business case for a project, including cost benefit analysis and/or return on
    investment analysis.
  • Developing relationships and expertise within the divisions to provide continued value-add
  • Assisting divisional clients with navigating service requests; providing escalations as
  • Maintaining an understanding of all services, operational processes and procedures.
  • Supporting project teams in creating a business case, including cost benefit analysis.
  • Mentoring team members and serving in a leadership role.
  • Supporting Project Management methodologies
Manager, Global Service Desk, 11/2007 - 10/2012
Rockwell Collins City, STATE,
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Initiated cross-selling and upselling conversations to promote customer product purchases and generate sales.
  • Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
  • Direct responsibility for maintaining external vendor relationships (i.e., Hewlett Packard) including: ensuring that the external vendor is adhering to contractual obligations (e.g., service level agreements, closure time of ticket, customer satisfaction). Developed action plans and worked with external vendor to resolve problems.
  • Daily support of all Rockwell Service Desks, including three international desks and one located in Texas.
  • Monitored effectiveness of Service Desk on major new projects - ensured checklist was met and post-implementations took place.
  • Responsible for workforce planning and staff evaluation: selected future employees, developed department staff, and performance management and evaluated current employees).
  • Ensured customer experience was achieving at eBusiness established goals. Monitored CSAT surveys for gaps/opportunities - developed/implemented strategic plan for areas of opportunity.
  • Monitored metrics – ensured there is an action plan in place for any that were not being met.
  • Managed creation and maintenance of Disaster Recovery plan and ensured all stakeholders concurred.
  • Facilitated Listening Sessions/Focus groups – documented, completed actions – ensured resolution of actions.
  • Provided input and managed service desk side of problem management process. Monitored anomalies and reported on analysis and trending of repeat issues.
  • Administered and enforced the Change, Incident and Service Level Management Processes at Rockwell Collins.
  • Scheduled and chaired the Change Authorization Board (CAB) Meeting on a weekly basis.
  • Acted as subject matter expert and administrator for Remedy Service Management system. Provides daily Remedy support to internal customers.
  • Led the development, implementation, and maintenance of new eBusiness processes and procedures and continuous improvement of existing processes.
  • Established metrics and monitors performance of the eBusiness organization.
  • Developed training materials and provides training on process utilization and changes.
  • Managed multiple successful internal process improvement-related projects.
  • Supported outsourcing partnership and act as change and incident liaison with third party vendor.
  • Communicated process performance to leadership to help enforce adherence.
  • Supported internal and external audits; develops and implements remediation plans.
Bachelor of Arts: Communication Arts - Public Relations, Expected in 05/1993
Wartburg College - Waverly, IA
Status -

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Resume Overview

School Attended

  • Wartburg College

Job Titles Held:

  • IT Program Manager
  • Lead IT Consultant
  • Lead Project Manager
  • Manager, Global Service Desk


  • Bachelor of Arts

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