it team leader technology services release mgt resume example with 20+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
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  • single:
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Dedicated Team Leader with more than 23 years of experience in the field of IT Service, Change & Release Management across Retail, Wealth and Operations in the banking industry. I am also a citizen developer and I thrive on working with a broad spectrum of stakeholders varying in seniority and technical backgrounds. I am committed to ultimately improving the quality, breadth and availability to facilitate better decisions to reduce operational risk and improve revenue streams.

  • IT Release Management
  • IT Change Management
  • IT Project Management
  • SharePoint Development & Administration
  • MS Office Suites
  • Reports and Dashboard Development (PowerBI, SAS Analytics & Power Query)
  • Business Analysis
  • Nintex Forms and Workflows
IT Team Leader - Technology Services, Release Mgt., 01/2014 - 04/2022
ADCB (Abu Dhabi Commercial Bank) City, STATE,
  • Act as the lead change manager and secretary of the board of IT service changes (System Enhancement Request).
  • Developed, cascaded, drove and enforced the IT Change Management, policy & process across the IT organization.
  • Increased the percentage for Change Management partnership index from 77% to 80%, the improved increase passed KPI commitment.
  • Developed and managed the Release Management Portal, which all IT teams used to maintain and publish the weekly/monthly release plans for the production teams and all business stakeholders (via SharePoint Document Library, List, Forms and workflows).
  • Automated all release calendars and post-production surveys to help improve the quality of the releases.
  • Managed weekly release meetings which included the planning release forum and the pre-CAB (Change Advisory Board) check-up meeting to ensure all release dependencies and scheduled were tracked and on track.
  • Developed and managed the Release & Deployment team a repository to track all code deployments through non-production environments (via SharePoint Document Library, List, Forms and workflows).
  • Responsible for a team that carries out all the EOD/BOD daily runs in the non-production environments for the core banking system. All 1st line support was handled internally.
  • Developed and managed the System Integration Testing team repository to all System Enhancements, Projects, Production issues and major tasks requiring SIT (via SharePoint Document Library, List, Forms and workflows).
  • Developed and managed the remote working set-up activity for the Maktabi campaign during the height of the pandemic, across the bank employees to work from home User activation and resolved access issues (via SharePoint Document Library, List, Forms and workflows).
  • Developed and managed ADCB’s Product / Branch Setup & Parameter Change System Approval matrix with paperless initiation & approvals (via SharePoint and Nintex Form & workflows).
  • Developed and managed ADCB’s Product / Branch Setup & Parameter Change System with paperless initiation & approvals (via SharePoint and Nintex Form & workflows).
  • Developed and publish dashboards as well as monthly, quarterly and annual reports to management regarding our team performance.
Assistant Manager - GBS Ops, Policies & Projects, 05/2013 - 12/2013
ADCB (Abu Dhabi Commercial Bank) City, STATE,
  • Responsible for driving efficiency and effectiveness by executing initiatives and projects aligned to ADCB strategy including the continuous process for improvement and change management
  • Prepare, review and assist in updating policies, procedures and forms documents relating to Operational areas ensuring Compliance to statutory, regulatory and internal requirements
  • Review Data integrity of Customer & Operational data in the system and initiate action to enrich / correct information for the project assigned
  • Identify areas where existing systems needs enhancements or new system is required
  • Coordinate with development team of new system / application in testing, conducting UAT and releasing the system into production for all assigned projects
  • Train system users prior to deployment of the system in live environment for the assigned projects.
Customer Relationship Officer - Retail Banking Grp, 07/1999 - 04/2013
ADCB (Abu Dhabi Commercial Bank) City, STATE,
  • Market and sell consumer liability and asset products to new and existing customers.
  • Identify the needs of the customers/prospects through probing and exploit opportunities for up selling and cross selling.
  • Promoting the products and services of the bank and maintaining good customer relations and referrals for all walk in and existing customers.
  • Increase and develop the customer base for all accounts with outdoor sales if required and maintaining Management Information Systems for existing and referral customer bases.
  • Personally build and deepen customer relationships.
  • Transform service transactions into enhanced customer relationships.
  • Provide customer market place feedback to the branch Managers to assist in his decision-making.
  • Call identified prospects to sell them retail products and services.
  • Participate and promote in the banks sales campaigns and incentives.
  • Ensure customer retention by interviewing customers to find out reason for grievance and offer alternative solutions.
  • Increase and develop the customer base for all accounts with outdoor sales.
  • Achieving/Exceeding individual targets and contributing towards the overall business goals.
  • Handle both routine and non-routine customer inquiries, problems and concerns
  • Daily attend to Inward Clearing Cheques, checks, reconciles and validate customer’s large credit report in conformity with the UAE Central Bank AML policy.
  • Process customer request for settlement of personal loans, auto loans, credit cards, telegraphic transfers and issuance of drafts, Clearance letters, Release letters, Liability Letters, Loan Deferments, Account Balance Confirmation and Audit Inquiry
  • Perform and meet the required service standards in all interactions with the customer.
  • Educate and direct customer to appropriate delivery channels.
  • Assist customers in their selection of various accounts and financial services needed.
  • Problem solving and follow-up on all bank related customer issues.
  • Time management and follow-up of all customer related activities based on priority.
  • Managing branch traffic and assisting any walk in customer by backing up Customer Relationship Manager, Operations Manager, Cash Officer or other related areas as and when required.
  • Work as a team & facilitate teamwork at the branch.
  • Exceed customer expectations by monitoring delivery among all staff and departments to ensure that the branch achieves the required service performance ratings.
  • Ensure that the current and prospective customers have a consistent, superior experience in terms of one stop relationship opening, quick turnaround response and quality of service.
Commercial Facility Staff - Baniyas Town, 09/1998 - 06/1999
ADCB (Abu Dhabi Commercial Bank) City, STATE,
  • Processing evaluation, set-up, disbursements, posting and filing of Short Term Loans / Personal Installment Loans, Commercial, Vehicle, Agriculture loans, Overdraft facilities (new/renewal), Bills and Cheques discounting & Financial Guarantees.
  • Process renewal/reinstatement of customer credit facilities.
  • Prepares Credit Applications, Request for Facility, Facility Offer letters, Availment of Transaction Ticket, Credit inquiries (Inter-branch/bank), Preparation of memos and customer correspondences.
  • In charge with the lodgement and safekeeping of security documents.
  • Reconciliation of interest in suspense account and reconciliation of system integrity reports.
  • In charge with the upgrading/downgrading of accounts with commercial credit facility.
  • Verification/counter-checking of closed/dropped account mandates.
  • Prepares reports and returns that pertains to the department.
  • In charge with lodgments of LC transactions, SWIFT/TELEX messages.
  • Attending to over the counter, walk-in, telephone inquiries, requests and handles complaints.
  • Attending to other duties and responsibilities which are assigned by the officer in charge.
Education and Training
Bachelor of Science: Business Administration, Accounting, Expected in 04/1991
University of The East - Caloocan City, Philippines,
Status -
  • ADCB Tamayuz Star Awardee (6000+Employees) I May 2019
  • ADCB Tamayuz Team Awardee (6000+Employees) I Apr 2018
  • ADCB Sales Champion Certificate Awardee | Jan to Apr 2013
  • 1st Placer ADCB – CBG Unified Sales Contest | Q1 2013
  • Winner - EMSA / MDSA Campaign | Mar / Apr 2013
  • Awarded Best CRO - Credit Card Championship | Apr 2013
  • Awarded Sales Champion Certificate | Feb, Mar, May and Sep 2012
  • Awarded Certificate of Achievement – MDSA Champion | Jul & Aug 2011
  • Awarded Certificate of Achievement for Outstanding contribution to Liability Products Champion | Jun 2011
  • Received a Letter of commendation from the Head of Sales & Distribution for successfully closing & booking AED 80 Million (US$ 21.78M) NTB Funds in Term Deposits | Dec 2008
  • Awarded Appreciation Certificate “Who’s the best contest for Million Dollar Dreams Deposit” | Mar 2009
  • Awarded Appreciation Certificate in recognition of the dedication & commitment | Oct 2007
  • Awarded Gold & Silver Star Certificate - Hall of Fame for outstanding achievement in Personal Loan | Jan2007
  • Awarded Star Certificate Hall of Fame | Jan, Mar and Jun 2007
  • Awarded Certificate of Commendation for exemplary customer service (4000+Employees) | Jan 2008
Websites, Portfolios, Profiles
  • Certificate Of Completion - MySQL for NonProgrammers | 09 Jul 2022
  • Certified Six Sigma Yellow Belt Professional - 6sigmastudy | 04 Jul 2022
  • Certificate Of Completion - Salesforce Essential Training | 02 Jul 2022
  • Certificate Of Completion - Microsoft Power Apps Essential Training The Basics 2018 | 29 Jun 2022
  • Certificate Of Completion - SharePoint 2019 Essential Training The Basics | 16 Jun 2022
  • Certificate Of Completion - Learning SharePoint 2016 | 16 Jun 2022
  • Certificate Of Completion - Business Analyst and Project Manager Collaboration | 10 Jun 2022
  • Scrum Fundamentals Certified SCRUMstudy - Accreditation Body for Scrum and Agile | 19 Feb 2022
  • Certified Nintex Automation Practitioner - Nintex Workflow Cloud | Oct 2020
  • Certified Nintex Automation Practitioner - Office 365 | Sep 2020
  • PMI - Project Management Professional Certification | Since 10 Apr 2018
  • ITIL Foundation Certificate in IT Service Management (EXIN) | 18 May 2014

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Resume Overview

School Attended

  • University of The East

Job Titles Held:

  • IT Team Leader - Technology Services, Release Mgt.
  • Assistant Manager - GBS Ops, Policies & Projects
  • Customer Relationship Officer - Retail Banking Grp
  • Commercial Facility Staff - Baniyas Town


  • Bachelor of Science

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