It Tech Expert Tech Ops Resume Example

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Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Results-driven IT leader with a track record of hands-on implementation experience:  aligning strategies and leading portfolio and project teams to deliver IT systems across diverse department, organizations, and vendors.  Skilled in Sr. Leadership communication and delivering critical business outcomes.  16 years of Nike Technology matrix-organization networking and relationship building.
  • Process development
  • Lead implementations
  • Budgeting and resource management
  • Drive results
  • Self-directed
  • Collaborative
06/2011 to Current IT Tech Expert, Tech Ops Aramark Corp. | Midway, KY,
  • Lead and document requirements for onboarding Service Desk and Field Technicians into ServiceNow.
  • Working to develop asset management implementation in ServiceNow.
  • Accountable for TIS data center onboarding to ServiceNow in Fall 2015.
  • Lead TIS geography onboarding to ServiceNow in January 2016 for Incident and Problem Management.
  • Interim ServiceNow Portfolio Manager stretch assignment January thru June 2016.
  • Accountable for data supporting ServiceNow Change Management rollout across Nike Tech, May 2016.
  • Establish strong Nike Tech customer relationships for infrastructure intake.
  • Advocate and facilitate NikeTech service request delivery of infrastructure services through partner-vendor execution.
  • Communicate to assigned Tech customers, new and existing infrastructure service offerings and technology capabilities. 
  • Key Achievements: ITSM experience with 4 ServiceNow implementations.
05/2010 to 06/2011 Transition Manager, Enterprise Business Intelligence NIKE, Inc | City, STATE,
  • Delivered Transition Management activities during the Teradata Cognos program initiative.
  • Facilitated cross team interactions and engagement for Enterprise Business Intelligence (EBI) strategy alignment.
  • Key Achievements: Stakeholder engagement and communication.  Training delivery through various vendor engagements.
01/2009 to 05/2010 Information Manager, Integrated Planning NIKE, Inc | City, STATE,
  • Managed information reporting implementation in world-wide transition of 1700 business users to Cognos 8.0 BI on a Teradata platform; provide high profile communication regarding project status, changes to reporting culture, and Information Management strategy.
  • Lead the Integrated Planning training material development and world-wide delivery of training in 6 countries on Cognos Query Studio, Report Studio and 34 new reports.
  • Lead the Data Alignment process for Integrated Planning which resulted in 700 terms meeting corporate label and definition approval.
  • Key Achievements: Lead the Transition Management efforts related to Cognos 8.0 BI application, data governance, and enterprise data consolidation for Enterprise Business Intelligence.
01/2004 to 01/2009 Regional IT Director NIKE, Inc | City, STATE,
  • Delivered IT portfolio of projects and managing a team of 5 Business Consultants; maintained a department budget of $1.2 million.
  • Collaborate with business leaders on annual project goals and budgets.
  • Hired outside vendor support through RFP process to provide software customization and support services.
  • Annually hosted a senior leadership review with IT and business Vice Presidents to review accomplishment and discuss upcoming strategic IT projects.
  • Sought after for strategic discussions related to new IT project requests and impact to current system design.
  • Developed a global customization strategy whitepaper and lead a senior leadership discussion related to the value of leveraging multiple corporate initiatives in customization.
  • Lead collaboration across multiple IT departments for project resource prioritization in support of critical business strategies and global standardization.
  • Key Achievements: Implemented 5 major software projects: Memphis Golf warehouse on SAP, Tigard Golf warehouse on SAP, Custom Club project, Logo ball project, and Sales Representatives In-field order entry project.
01/1999 to 01/2004 SAP EDI Contractor NIKE, Inc | City, STATE,
  • Consult and implement services for a multi-year supply chain effort utilizing SAP and Electronic Data Interchange (EDI).
  • Lead requirements gathering, functional and technical specification documentation, and training material development for 3 major releases.
  • Team Lead for the order management functional team during the US release in 2001; managed a team of 3 employees.
  • Lead Consultant in the 3PL Samples warehouse release in 2002.
  • Lead Consultant on the NSC Deliver functional team during the SAP upgrade in 2003.
  • Lead the requirements gathering, specification design, testing, and implementation for the EDI Factory VAS solution.
  • Key Achievements: Designed the 3PL model, consisting of 9 EDI links that make up Nike's third party trading partner strategy that services warehouses world-wide.
Expected in 2013 | ITIL v3 Certifications, , GPA:
Foundations, Service Operations , Service Transition, Service Design, Service Strategy
Expected in 2012 | Prosci Change Management, , GPA:
Expected in 2011 | PMI PMP, , GPA:
Expected in | Sales and Distribution (R/3- Release 3.0) SAP Partner Academy, Waltham, MA GPA:
Deloitte & Touche Consulting Group
Expected in | University of Phoenix, San Francisco, CA GPA:
Expected in | Southern Methodist University, Dallas, TX GPA:
Expected in Bachelor of Arts | Organizational Communications Creighton University, Omaha, NE GPA:
ServiceNow, ITIL v3, leadership experience, budget planning,  RFP development and review, SAP, Cognos, Business Intelligence (BI), Change Management (TM), Electronic Data Interchange (EDI), Order Management, Supply Chain, team lead, business consulting, reporting, requirements gathering, document specification, training delivery

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Resume Strength

  • Length
  • Personalization
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Resume Overview

School Attended
  • ITIL v3 Certifications
  • Prosci Change Management
  • SAP Partner Academy
  • University of Phoenix
  • Southern Methodist University
  • Creighton University
Job Titles Held:
  • IT Tech Expert, Tech Ops
  • Transition Manager, Enterprise Business Intelligence
  • Information Manager, Integrated Planning
  • Regional IT Director
  • SAP EDI Contractor
  • Bachelor of Arts

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