Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:

Detail-oriented process analyst, versed in data mapping, and user acceptance testing, process mapping and training. Employs root cause analysis to identify issues and develop process improvements that lead to efficiency and cost savings. Excels at cultivating and leveraging client relationships. process improvement and organizational efficiency.

  • Business process improvement
  • User acceptance testing
  • Requirements gathering
  • Superb communication skills
  • Critical thinking
  • Valuation specialist

Boosted customer service ratings by [Number]% by developing new processes and improving work flow.

ITO Service Delivery Consultant Change Coordinator, 2008 - Current
Leidos Holdings Inc. Bridgeport, CA,
  • Represented the Americas region as Subject Matter Expert to migrate On-Shore support to Off Shore Support Provided Change Management process mapping and training of Off Shore resources - revising as necessary Escalation point of contact to investigate and resolve change related inquiries and link the customer to support teams.
  • Supervision of Off-Shore Manual Ticket Exchange Team entering Request for Change tickets in the customer's and HP's Change Management Tools.
  • Monitor and confirm accuracy, customer notification and approval and participate in a yearly audit with an outside vendor Chair a weekly Technical Advisory Board meeting with the Customer and Technical Support resources Attend customer's weekly Change Management Service Quality Review and Change Advisory Board meetings to represent requests for change.
  • Attend Weekly Services Quality Review and Monthly Service Level Agreement meetings to review and address change related inquiries.

Developed organizational change management strategies.Identified "bottlenecks" and implemented new and improved processes and policies.

Production Turnover Specialist , 03/2006 - 05/2008
Salvation Army Usa Utica, NY,

Documented process flows and developed requirements for functional improvements and enhancements.Conducted activity-based analysis of business processes and made recommendations based on the findings.Boosted company efficiency and customer satisfaction by streamlining processes deemed inefficient.

Production Turnover Specialist, 2006 - 2008
Unilever City, STATE,
  • Collaborated with Project Management and Service Delivery Technical Teams to add new; upgrade or decommission existing servers, databases, applications and network in the Operations Data Center.
  • Monitored and archived Request for Change tickets and required documentation to present at Sarbanes Oxley bi-annual audits.
Global IT Contracts and Licensing Analyst, 02/2005 - 03/2006
Unilever City, STATE,
  • Reviewed global and regional software contracts, to provide summary reports to stakeholders.
  • Allocated Microsoft Enterprise Agreement licenses per region and provided usage validation to IT Supply Managers.
  • Conducted monthly training sessions for global buyers and provided first level support of the Ariba Purchasing Tool.
  • Reviewed requests for proposal and provided feedback to determine vendor capability for cataloging and support of IT supplies under $1,000 for the North America region.
  • Represented Supply Management team on a project to realign and integrate Service Management processes across IT, based on ITIL methodology.
Request Management Subject Matter Expert /Team Lead, 02/2003 - 2005
Unilever City, STATE,
  • Identified "bottlenecks" and implemented new and improved processes and policies.Documented process flows and developed requirements for functional improvements and and functional workflow.
  • Provided temporary work around for immediate assistance to fulfil requests, followed by root cause investigation to eliminate future occurrences.
  • Collaborated with new prospective outsourcing partner and provided process mapping to help develop and launch an automated Web Request system.
  • Represented the Request Management Team in the Sarbanes Oxley initiative.
Problem Management Analyst, 01/2002 - 2003
Unilever City, STATE,
  • Provided first level troubleshooting, training and resolution of software, hardware, network and telephony issues.
  • Escalated to second and third level support.
  • Selected for a three month assignment in Ireland, to assist with the migration of Service Center operations to an outsourcing partner.
Service Request Analyst, 07/1999 - 02/2002
Unilever City, STATE,
  • Hired to capture data to support the development of a new module in the existing Incident Management Tool.
  • Supported the integration to expedite requests which led to enhanced customer service and raised end user satisfaction scores.
  • Processed employee phone and email requests for hardware, software, telephony, new hires, domestic and international transfers.
  • Collaborated with Customer Management, Business Engagement, Project Management, HR, Commercial Services, and Desk side Technical Support to fulfill requests.

Identified process boundaries and determined opportunities to automate processes and functions.Boosted company efficiency and customer satisfaction by streamlining processes deemed inefficient.Conducted activity-based analysis of business processes and made recommendations based on the findings.Documented process flows and developed requirements for functional improvements and enhancements.

General Manager, 1989 - 07/1999
Interface Technology, Inc City, STATE,
  • a small manufacturing plant in Bridgeport, CT. Started on the production floor assembling computer cables. After one year promoted to Production Manager, three years later Office Manager, two years later final role as General Manager. Responsibilities included: supervision of up to 35 office, manufacturing, and shipping personnel, customer service, inside phone sales, purchasing, invoicing, HR and payroll.
  • I opened and closed the business on behalf of the owners.
  • I encouraged them to invest in computers for the office and instituted inventory control, which lead to a more streamlined operation and cost savings.
  • I was also a management representative for the ISO 9000 initiative.
Associate of Arts: Social Studies, Expected in 1997
Housatonic Community College - Bridgeport, CT

Change Management

Customer service

Quality assessment

Process mapping

Root cause analysis

Continuous improvement

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School Attended

  • Housatonic Community College

Job Titles Held:

  • ITO Service Delivery Consultant Change Coordinator
  • Production Turnover Specialist
  • Production Turnover Specialist
  • Global IT Contracts and Licensing Analyst
  • Request Management Subject Matter Expert /Team Lead
  • Problem Management Analyst
  • Service Request Analyst
  • General Manager


  • Associate of Arts

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