Jessica Claire
  • , San Francisco, CA 94105
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary
Result oriented professional with 13 years of experience in IT and ITSM 1100
  • Work History
  • ITIL Change Management
  • Williams Companies Inc. - ITIL Consultant ITIL Release Management
  • Tulsa, OK Incident Management
  • 10/2013 - Current Critical Situation Management
  • Analyze the gap, design and build process around Incident, Problem Management
  • Major Incident, Problem, Change, Service Request and Release & IT Service Request Management
  • Deployment Management. IT Disaster Recovery Management
  • Design and formulate processes documents, workflows, user guides ITIL Release Management
  • and instructions. Project test Management
  • Chairing Change Advisory/Approval Boards and CAPA (Problem Threat Vulnerability Management
  • boards) Meeting Interdepartmental Communication
  • Coordinating Change Freezes, Heightened Awareness and Business Service Now
  • Events impacting multiple Business Units Remedy
  • Provide leadership and coaching to team members as well as external HP SM & HP QC
  • resources, by outlining process alignment for the organization. LDRPS
  • Focuses on process analysis and re-engineering, with an understanding ASSURANCE CM
  • of technical problems and solutions as they relate to the current and ARCHER
  • future environment. Mainframe - Vision Plus
  • Single point of contact for process, communicate with process managers AS400, VSAM
  • and management escalations.
  • Drive Major Incident communications and process.
  • Coordinates day-to-day execution of the processes to enable effective
  • monitoring, control and support of service delivery
  • AS400, Asset Management, auditing, business processes, Catalog, Change Management, Change
  • Management, coaching, Consultant, Credit, delivery, Disaster Recovery, documentation, Driving, fashion, Functional, HP, ITIL, leadership, logging, Mainframe, managing, meetings, access, window, 98, policies, process analysis and re-engineering, processes, improve process, Quality, reporting, Requirement, Retail, SLA, technical assistance, translating, Vision Plus, VSAM, workflow
Work History
ITIL Consultant, 01/2016 - 05/2016
Allstate Calabasas, CA,
  • Experienced in several ITSM tools (i.e., Service Now, Remedy, HPSM, and HP Quality Center) Coordination of planning, build, test and deployment of quarterly releases Facilitate the monthly governance meetings to review ITIL processes performance against defined SLA's Assists SSAE-16 auditing of the process for compliance with documented procedures Effectively driving test management during project execution Administer the tools which includes Asset Management, Change Management, Service Catalog, and various integrations.
  • Effectively driving continual service improvement using lean for adding value to the services in improving ->Change success improved from 92% to above 98%.
  • Reduced emergency change improved from 5% to less than 1 % -> Cycle time reduction for creating change by 42% -> Reducing incident aging from 120 days to less than 5 days.
  • Optimizing the Service Catalog.
  • Driving proactive problem Management.
  • Automating the Service Management performance metrics, Worked as ITIL consultant for Sunoco's Retail Payment Systems Group which is responsible for processing all Credit Card Transactions for Sunoco's 6000 sites.
  • Perform Gap analysis of existing workflows as compared to industry best practices, and assist with alignment of current business processes with best practices and industry standards for effective handling of Service request, Incident, Problem, Change and Release Management.
  • Walk through of the proposed process workflow and policies (post Gap analysis) Operated with business and technical teams to incorporate TO- BE process in Service Management Tool Train the team on the finalized process for better understanding and effective implementation of defined processes.
  • Design the dashboard to monitor the process performance for monthly management reviews and analyze the trends and improve the process maturity.
  • Design and document the CSL and KM for Incident, Change, service request and problem management processes.
  • Provide on-going technical assistance, software configuration/customization assistance including, but not limited to: screen tailoring, workflow administration, report setup, and data imports.
  • Designed and coordinated with service now team to Configure the following: -> Reports and dashboards for users, managers, and executives ->Application roles and access controls -> Dashboards and homepages.
Associate Consultant, 06/2011 - 10/2013
Iconma, L.L.C. Stoughton, WI,
  • Manage program, project and key stake holders expectations of releases Staged a project kick-off meeting for Understanding Business Requirement Documents & Functional Requirement Documents to identify gaps Developed the release plan for the tasks, dependencies and participants required to mitigate the risks to system quality and obtain stakeholder support Converse with stake holders on prioritizing the release activities based on the criticality, impact and risk associated with releases Formulate the release document comprising of the details of the changes which would be deployed among various geographical areas Working closely with the testing and environment lead to ensure that all releases have been through the testing life cycle and met all relevant key criteria Key to approving whether an activity should be released into production and understand the positive and negative impacts of those changes Review of test scope, test case creation and uploading the approved test cases into HP Quality Center Review of the executed test cases using HP Quality Center to test application functionality against system requirements to ensure security and performance and defects are reported in the same tool Worked closely with the Change Manager to coordinate multiple activities within the same release window and identify all dependencies to ensure a smooth release and minimize impact to the business Worked closely with the deployment team to minimize the possible outage for any incidents records post implementation Contribute in Post Implementation Reviews to document and implement any relevant lessons learned after each release Publish release dash board with the summary of the changes implemented in current release along with associated geographical regions.
Test Analyst, 11/2006 - 06/2011
HSBC Bank City, STATE,
  • Coordinate the incident resolution for Medium and low priority incident with end users and development team to resolution.
  • Coordinating the testing activity of incident fix Publish timely dashboards depicting the project status, defect summary, dependencies and current challenges Understanding business requirement documents and functional requirement documents Coordinating with testing team on translating the functional requirements into test scenarios for UAT and regression testing Actively involved in One-HSBC global project as a consultant liaising with business and technical team Responsible for managing the test life cycle and ensure that it was delivered timely Identify training requirements Develop test plans for the tasks, dependencies and participants required to mitigate the risks to system quality Liaise with the tester coordinators and developers leads at various phases of testing process Effectively managing the project by involving in defect status call and project status call Aligned staff and improved quality of support by attending requirement and solution calls with customers and teams in order to eliminate unnecessary post project rework Operational readiness (performance, regression, quality, deployment testing) Supported junior staff in a timely fashion Track and prepare the report of testing activities, test case coverage, required resources, defects discovered and their status, performance baselines Prepares / updates metrics dashboard at the end of a phase or at the completion of projects Attend incident management group meetings to work on the incidents logged post deployment.
Bachelor of Science: Electronics & new and changed policies. Communication Engineering, Expected in 2005
- ,
Communicating new and changed policies Anna University Establishment of measurements and targets to improve process Chennai, Tamil Nadu effectiveness and efficiency Builds analytics and reports to measure effectiveness of ITIL processes. Coordinate disaster recovery plan documentation, DR objectives approval and facilitation of annual disaster recovery exercises with issue logging and reporting.
  • W TUCSON ST #1111, BROKEN based on ITIL Best Practice principles thereby managing the entire IT ARROW, OK 74011 Infrastructure & Operations, ensuring Business Continuity Protocols and Project Management with expertise into core process areas of Incident, Problem, Change, Release & Deployment Management and process implementation in ITSM tools.
  • Have acquired experience as an IT professional across a diverse set of industries: Financial Services, Banking, prasad-39532a4a Retail & Personal Credit card, Oil & Gas.
  • Provide on-going technical assistance, software configuration/customization assistance including, but not limited to: ITIL V3 Foundation Certified screen tailoring, workflow administration, report setup, and data ITIL V3 Intermediate Certified imports in service now.

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