It Solution Architect resume example with 20+ years of experience

(555) 432-1000,
Montgomery Street, San Francisco, CA 94105

Ambitious business and IT Professional with over 15 years of IT experience in a broad array of technical project management, design, development, implementation and sales engineering activities, Jessica Claire (ITIL v3 Expert) has made contributions within service delivery management, operations management, solutions architecture development, ITIL-aligned IT management solutions, and data storage management solutions.

  • ITIL V3 Expert 
  • Service Delivery Management
  • Solution Architecture
  • Sales Engineering & Value Selling
  • Team Development and Technical Leadership
  • Service Level Management
  • ITSM, ITOM, and ITBM Processes & Tools (ServiceNow, BMC, HP)
  • Enterprise Data Storage, Products (Hitachi, EMC, NetApp)
  • CMDB Development
  • IT Service Catalog Development
  • Excellent problem solving skills
George Mason University Fairfax, VA Expected in 2016 Master of Science : Applied Information technology - GPA :
George Mason University Fairfax, VA Expected in 2009 Bachelor of Science : Information technology - GPA :
  • ITIL v3 Expert
  • ServiceNow Administration
  • ServiceNow Service Mapping
  • Cisco Certified Network Associate (CCNA)
  • Microsoft Certified Systems Engineer (MCSE)
  • SNIA (Storage)
  • Hitachi Certified Professional (HCP, Hitachi Storage)

Service Delivery Management

  • Provided coverage as Service Delivery Management (SDM) on CSC's PBGC ITIO account for extended periods of time while the SDM was on medical leave. Provided leadership for over a hundred employees on the account, exceeded customer expectations, met all agreed upon Service Level Agreements (SLAs), initiated service-enhancements to improve customer service.

ITIL Architecture, Process and Tools Implementation

  • Architecture and implementation project of ITIL-aligned IT management solutions based on HP's suit of business technology optimization (BTO) software products for PBGC has resulted in significant improvements in the areas of IT service management, IT asset management, availability, capacity, and configuration management.

Data Storage Implementation

  • Ability to translate high-level requirements into specific designs for large-scale, high-performance storage systems and distributed computing environments has contributed to the successful implementation and maturity of PBGC's highly reliable enterprise SAN infrastructure based on Hitachi Data Systems (HDS) technologies.
Kion Group - Sr. Solution Consultant
Salt Lake City, UT, 05/2014 - Current
  • Assist the sales personnel in the qualification of Enterprise customer needs and performing pre demo needs analysis
  • Participate on multiple strategic accounts as ServiceNow technical lead and trusted advisor
  • Demonstrations and communication of the business value of the product across the entire portfolio of IT Service Management, Business Management, and Operations Management applications
  • Generation of product demo scripts and scenarios and maintaining demonstration environment(s)
  • Scoping and delivering Proof of Concept/Proof of Value engagements with prospects
  • Responding to Request for Information/Proposal documents
  • Responsible for understanding business and technical problems addressed by the products including key regulations, business drivers, evolving business needs, security etc.- In conjunction with Sales Personnel and Professional Services, conduct transition briefing - communicate commitments, expectations etc in preparation for deployment
  • Primary Accounts: Capital One, Altria, Carmax, The World Bank, Freddie Mac, Fannie Mae, Marriott, Hilton Worldwide, Sentara Healthcare, Shire Pharmaceuticals, Bon Secours Health System, Geisinger Health System, City of Virginia Beach, University of Maryland, University of Virginia, Geico, Gannett, The Washington Post, Under Armor, Discovery Communications, AOL, Ferguson, Bechtel Corporation
Avery Dennison Corporation - IT Solution Architect
Boston, MA, 02/2013 - 05/2014
  • Federal Deposit Insurance Corporation (FDIC): Transition Lead for Infrastructure Services Contract, performed discovery, gap analysis, knowledge transfer, and simulation during 60-day transition period. Led discovery team for Operations through successful service transition to CSC in support FDIC's Infrastructure Services Contract.
  • North Carolina Medicaid Management Information System (NC MMIS): Primary IT solution architect in support of NC MMIS account. Supported successful system Go-Live in July 2013. Developed Architectural Design Documents for various Projects and Initiatives. Assisted Service Delivery Manager with implementing various CSC processes and best practices such as DSR, escalation/notification, incident management, and more.
  • Internal Revenue Service (IRS): Provided solution architecture support (process and tools) related to software currency and N-1 versioning utilizing ITIL aligned configuration management tools.
  • Pension Benefit Guaranty Corporation (PBGC): Provided architectural support and input for Infrastructure Services contract inclusive of the entire technology layer, Platforms (Windows and Unix), Storage, Virtualization, ITSM Tools, and more.
Leidos - Service Delivery Manager and Tools/Reporting Team Lead
Albany, OR, 05/2010 - 02/2013

Pension Benefit Guaranty Corporation (PBGC) ITIO Contract

  • Acted as backup Service Delivery Manager (SDM) on the account for extended periods of time, provide leadership for over a hundred employees on the account, exceeded all customer expectations and SLAs.
  • Led CSC tools administration and reporting line of service team; consisting of over 14 tool and ITIL process experts, reports metrics for SLAs, capacity planning, change management, and service catalog to CSC leadership (PM and Service Delivery Manager) to communicate service level objectives in accordance with acceptable quality levels per Performance Work Statement.
  • Leveraging ITIL practices, manages task contract activities for key performance indicator performance reporting of service level, capacity, configuration, and availability management processes. Also responsible for change management, capacity and availability management, workflow management, and service level management activities.
  • Developed solution architecture and provides operational support of HP BTO software product suite, including HP Universal CMDB (uCMDB), HP Asset Manager (AM), HP Business Service Management (BSM), and HP Service Manager including the IT Service Catalog, Change Management, and Incident Management modules
  • Led developement of operational status dashboard of critical business services (e.g., payroll, customer payments) for use by PBGC management to quickly confirm status.
  • Responsible for project to revamp and complete PBGC’s CMDB implementation based on the HP Universal CMDB (uCMDB), which resulted in full operational use of the tool by PBGC’s Federal and contractor staff and served as a critical maturity milestone in organizing all IT staff to collaborate based on one accurate set of configuration data that is aligned to the business.
  • Managed various initiatives and projects related to fine-tuning and optimizing PBGC’s implementation of HP BSM, which consists of availability and capacity monitoring tools such as HP SiteScope, HP Business Process Monitor, HP Real User Monitor, and HP Service Level Management, which resulted in much more proactive Network Operations Center monitoring and reporting of PBGC’s infrastructure as well as business services.
  • Led implementation of improvements to IT asset management process, leveraging ITIL and other industry best practices and processes to increase PBGC’s asset inventory management capabilities.
  • Defined services by infrastructure resource node into line of business for client organization.
Ahead - Storage Team Lead
Austin, TX, 01/2008 - 05/2010

Pension Benefit Guaranty Corporation (PBGC) ITIO Account

  • Provided technical leadership for SAN storage and backup/restore engineers responsible for designing and maintaining the enterprise storage and backup/restore infrastructure.
  • Developed technical processes for the CSC storage team as a newly created technical line of service in support of the customer’s fast-growing and complex data storage infrastructure needs.
  • Maintained a strong knowledge of emerging storage technologies and draft plans for continuous optimization and improvement of PBGC’s storage infrastructure.
  • Translated high-level requirements into specific designs for large-scale, high-performance storage systems and distributed computing environments; led technical architecture delivery.
  • Maintained and operated PBGC’s SAN and backup infrastructure consisting of Brocade and McData fabric switches, Hitachi high-end storage arrays, Sun/StorageTek midrange arrays, and Tier 3 clustered storage devices. Backup environment consists of StorageTek and Quantum Tape Libraries and Veritas NetBackup. Maintained continuity of operations (COOP) documentation for solutions dependent on the SAN replication technologies and backup infrastructure.
Dechert Llp - Senior Storage Engineer
Silicon Valley, CA, 04/2006 - 01/2008
  • Responsible for configuration and maintenance of Hitachi and Sun storage arrays with virtualization and ILM implementation. Provided zoning configuration and maintenance of Brocade and McData fabric switches, including Edge 3800 and 4100 and CNT routers.
  • Developed and implemented disaster recovery solutions including business continuity planning using the Hitachi Protection Manager, ShadowImage, and TrueCopy SAN-replication technologies.
  • Managed enterprise backup system upgrade (tape libraries and disk staging implementation).
  • Configured Hitachi HiCommand Protection Manager for Exchange 2003 disaster recovery (DR) using VSS linkage.
  • Installed and maintained Enterprise Storage Manager (ESM, AppIQ) to manage and monitor heterogeneous storage systems. Supported storage level needs for Exchange 2003 migration.
  • Provided day-to-day maintenance and engineering of Hitachi/Sun 9980, Hitachi AMS1000, Hitachi USP-VM, Sun 6130, and Sun 6320 storage arrays.
  • Supported Government-mandated COOP/DR testing exercises (storage failover and failback).
  • Designated Project Manager for the Enterprise Backup System Upgrade and Consolidation Project. Responsible for resource allocation, scheduling, and all related PM tasks.
Dxc Technology - Senior Network Engineer
San Francisco, CA, 10/2005 - 04/2006
  • Designed and implemented a Windows 2003 Active Directory environment, including upgrade and consolidation of several legacy NT domains.
  • Planned, designed, and implemented backup environment using Veritas backup technology.
  • Provided support for all IT systems, servers, and clients and assisted with definition and enforcement of IT security policies. Set up IT infrastructure including VPN, AD domain, and backup system integration. Implemented SSL VPN solution for remote access.
Ashley Furniture - Co-Founder and Business Director
Meridian, ID, 01/2004 - Current
  • Developed the largest online Persian radio station and entertainment portal,
  • Doubled traffic and advertisement revenue every year since 2004
  • Defined various service and marketing offerings to help turn radio and web site traffic into revenue
  • Provided leadership for business, sales, and customer service team of 7 analysts and sales specialists
The Washington Post - Wintel System Administrator
City, STATE, 01/2003 - 09/2005
  • Set up and maintained new NT user accounts and home directories and provided day-to-day maintenance and operation of EMC Celerra.
  • Designed, implemented, and maintained a Novell eDirectory environment as well as synchronization with Microsoft Active Directory, an enterprise Citrix MetaFrame environment, and Terminal Services, including load evaluations and performance testing.
  • Installed and maintained a Citrix Web Interface for Web access for applications.
  • Coordinated purchase, installation, and maintenance of Compaq, IBM, and Dell servers and server operating system software and tests. Installed and maintained server hardware and operating systems and executed server patch updates, monitoring, maintenance, and backups.
  • Developed automated scripts for common network administration tasks.
  • Supported and maintained data storage environments (i.e., EMC Celerra).
  • Trained client services staff on account operation and Active Directory–related tasks resulting in improvements in their productivity.
  • Structured and maintained a Windows 2000 Active Directory environment.
  • Restructured and improved group policies, network logon scripts, and network shares.
The Washington Post - IT Service Desk Analyst
City, STATE, 11/2002 - 01/2003
  • Responsibilities included Tier 1 incident management, escalation, and resolution.
  • Developed knowledge management procedures to improve first-call resolutions.
  • Diagnosed, installed, upgraded, configured, and repaired hardware and software
Fairfax County Office Of Partnerships - Information Technology Educator II
City, STATE, 07/2000 - 11/2002
  • Developed a comprehensive IT curriculum and administered hands-on classroom-based training on Microsoft Windows, Microsoft Office Products, and graphics and Web design.
  • Configured and set up laboratory environments for various technical demonstration sessions.

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Resume Overview

School Attended

  • George Mason University
  • George Mason University

Job Titles Held:

  • Sr. Solution Consultant
  • IT Solution Architect
  • Service Delivery Manager and Tools/Reporting Team Lead
  • Storage Team Lead
  • Senior Storage Engineer
  • Senior Network Engineer
  • Co-Founder and Business Director
  • Wintel System Administrator
  • IT Service Desk Analyst
  • Information Technology Educator II


  • Master of Science
  • Bachelor of Science

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