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Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Executive Summary
Dynamic, results-driven leader with extensive "Award-Winning" and "Best Practices" business operations, technology, and service delivery expertise. Experienced in Information Technology, Project and Process Management. In-depth knowledge of cross sector services, effective planning and organizational skills, ability to successfully manage multiple priorities and assignments, possess effective presentation, verbal and written communication skills. Ability to direct and lead others to produce desired results. Experienced team player bringing enthusiasm and energy into group efforts.
Core Qualifications
  • Project/Program Delivery
  • Client Engagement Manager
  • Transition & Transformation Leader
  • Time & Resources Optimization
  • Vendor Management
  • Service Quality Improvement
Education
Project Management Institute Orlando, Florida Expected in 2005 TRAINING / CERTIFICATION SCRUM Trained - Project Management Institute 2011 Greenbelt Trained 2007 PMI Certification (PMP NO. 480403) 2007 ITIL Foundation Certification (EXIN Certification : Project Management - GPA :
Long Island University Brooklyn, New York Expected in 1998 M.B.A : Business Administration - GPA :

Business Administration

Pace University New York, New York Expected in 1994 B.B.A : Marketing Management - GPA :

Marketing Management

Professional Experience
Aetna Inc. - IT Technical Project Management Specialist
Bristol, VA, 2007 - Current
  • Assist in the development of the Project Management Office (PMO).
  • project artifacts and consistent project management methodology through organization Identification of tools, processes and procedures to be deployed throughout the organizations Facilitate steering committee meetings and leadership reviews for overview of project status Responsible for full scope solution plan development on complex projects, new service line implementation, divestitures & acquisitions Led payroll conversion program across the United States consisting of 40 resources over 24 month period (received collaboration and best practice awards) Led design and implementation of multiple technology projects using the waterfall methodology: Projects consists of SAP, Oracle HR Helpdesk, Enwisen's AnswerSource Knowledge Base, Document Management system, Five9 On Demand Call Center, HR call center service line implementation and Leave Administration service line implementations Managed vendor and client relationship for successful implementation of several technology projects Participated in RFQ's & RFP comparison, review and recommendation Provide leadership and direction for the coordination and implementation of project deliverables Provided mentorship and guidance to junior PM's on Payroll Program Forecast and manage project financial and resources utilization against actuals Developed strong working relationship with stakeholders and resources to ensure timely issue resolution and successful project implementation Managed and tracked issues, risk, schedule and budget to ensure project met all deliverables Design strategic project/program opportunities along with continuous improvement plans Lead the technical review of system design and documentation working closely with the Functional Analyst Preempt potential problems and provide effective solutions by leveraging industry best practices Demonstrate comprehensive knowledge of organization's strategy & business practices Develop team members through mentoring and coaching Collaborated cross functionally to ensure value-added partnership and service to all customers Worked collaboratively with onshore and offshore resources.
Hewlett-Packard Corporation - Project Manager
City, STATE, 01/2005 - 01/2007
  • Managed projects through transition as defined in the Statement of Work; accomplished successful transition of the operational responsibilities for the Customer's IT environment Provided steady state support to the Nortel Networks account for the Eastern US Provided support for the sales cycle by partnering during proposal development, contract negotiations and approvals Developed and documented scope agreement in conjunction with clients and internal management Improved overall service delivery response time and resolution by 50% Generated competitive and innovative transition plans; ensured transition cost, staffing and location requirements were aligned with overall delivery strategy Participated in post-contract verification activities used to validate assumptions in solution design Acted as liaison and escalation focal point for all customer issues Identified process improvement for steady state operations Managed sub-contractor's delivery and adherence to SLA.
Hewlett-Packard Corporation - District Manager - Service Delivery
City, STATE, 1998 - 2005
  • Served as the primary point of contact to the client(s) regarding overall day-to-day service delivery Ensures SLAs and KPI as defined in the relevant contracts were met or exceeded Developed, implemented and managed service delivery plans, field resources, logistics planning and scheduled activities in support of external customers Accountable for managing the delivery of contracted outsourced services and information technology to clients with account revenues with range from $4 million - $40 million annually Improved service delivery operational measurements by 35% Led/participated in cross functional project teams and initiatives Managed operational excellence and ensured efficiencies where achieved Recruited, managed and developed team members by identifying gaps, deficiencies and corrective action plans Applied knowledge to process improvements and established policy guidelines Developed measurement criteria to evaluate programs and projects within District Investigated, recommended and delivered solutions to business problems through team agreements and process improvements Principle resource for resolving critical, highly complex technical service delivery issues Exceptional service delivery capabilities through collaboration with internal partners and external customers Provided leadership, direction and management to 25+ technical staff Coached, counseled and corrected performance management issues.
Hewlett Packard - Compaq Computer - Service Event Quality Manager
City, STATE, 1995 - 1998
  • Planned, organized, and managed all operational activities for inbound customer contact center Escalation manager for customer complaints and resolution Managed the Call Management Center for the New York/New Jersey area Call Center recognized as the #1 call center in East Implemented decentralized call center from centralized environment Provided leadership, direction and management to 15+ direct reports and 35+ indirect reports Responsible for staff development to ensure appropriate support delivered to internal business partners and external customer Implementation of customer validate strategies to ensure the accomplishment of financial and non financial goals Maintained and monitored records and reports pertaining to team performance and productivity Oversaw the dispatch of technical resources for onsite obligations Identified training and development needs to enhance overall quality of service.
Affiliations

Project Management Institute

National Association of Professional Women

Skills

Acquisitions & divestitures, analyst, budget, call center, coaching, continuous improvement, contract negotiations, contracts, conversion, client, clients, delivery, direction, document management, financial, functional leadership, human resources, information technology, ITIL, leadership, logistics, mentoring, performance management, plan development, process improvement, project management, proposal development, quality, RFP, SLA, staff development, staffing, strategic, system design and documentation

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School Attended

  • Project Management Institute
  • Long Island University
  • Pace University

Job Titles Held:

  • IT Technical Project Management Specialist
  • Project Manager
  • District Manager - Service Delivery
  • Service Event Quality Manager

Degrees

  • TRAINING / CERTIFICATION SCRUM Trained - Project Management Institute 2011 Greenbelt Trained 2007 PMI Certification (PMP NO. 480403) 2007 ITIL Foundation Certification (EXIN Certification
  • M.B.A
  • B.B.A

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