manager delivery resume example with 17+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - : - -

Seasoned Information Technology Manager with expert level business and technical knowledge in Payment Industry. Proactive and decisive leader seeking challenging role with room for advancement.

  • IT Management
  • Project Forecasting and Tracking
  • People Management
  • Delivery Management for several Teams
  • Effort Estimation
  • Cards & Payments
  • Payment Processing
  • Merchant Settlement Processing
  • Subject Matter Expert in Merchant Funding - ACH, Bankwire and Electronic Transfer
  • Operating Systems MVS/ESA
  • Technical Skills - IBM Mainframes (COBOL, JCL, VSAM, CICS, SQL, EZTRIEVE)
  • Databases - DB2, VSAM
  • CA-7 Scheduler
  • Configuration management, Project Management
  • Project planning
  • Client Proposal
  • Decision making
  • Assessing Risk, Risk Management
  • Software development
  • Team building
  • Team collaboration
  • Risk mitigation planning
Work Experience
11/2006 to Current
Manager - Delivery Builders Firstsource, Inc. Coppell, TX,

Client: Fiserv Inc.

Fiserv is a global leader in payments and Fintech: first across categories like global issuer processing, global merchant acquiring and U.S. Account processing. Fiserv and First Data are now combined, creating the world's leading payments and financial technology provider and advancing our value proposition for clients. Fiserv a leading provider of payment processing solutions through our financial institution partners, merchant partners, Independent Sales Organizations and Independent Agents. Serving 3.5 million merchant locations, First Data Commercial Services powers electronic payments and solutions through proven technology and relentless ingenuity.

Roles and Responsibilities:

  • Working as IT Manager for North Funding application team.
  • Delivery and People Management for all the Fiserv Merchant Backend Applications based out of Hunt Valley, MD.
  • Leading a team of 9, that is involved in maintenance and enhancement of system and also Production Support Activities.
  • Forecasting and project tracking for the entire team (onshore and offshore).
  • Impact Assessment and effort estimation for all projects.
  • Subject Matter Expert in Merchant Funding processes.
  • Coordinating between onshore and offshore resource and mentoring all team members.
  • Taken active part in project planning, team building, knowledge transfer, code review, configuration management, quality audits, defect tracking and prevention.
  • Effectively handled critical problems and Incidents requiring major code enhancements. Fixing and analyzing abends within the financial SLA in prod support.
  • Maintaining all sorts of quality documents for enhancements and production support.
  • Produced status reports for customers and senior management.
  • Kept project teams on-task with proactive control of budgets, schedules and scopes.
  • Devised implementation plans, including cost-benefit and ROI analyses.
  • Completed thorough risk assessments and deployed management and response strategies to prevent roadblocks.
  • Maintained close connection with project personnel to quickly identify and resolve problems.
  • Supervised and trained several associates both onsite and remotely via internet and intranet, ensuring full staffing with trained and knowledgeable employees.
  • Provided technology consultation for growing businesses, making recommendations and upgrading existing systems.
  • Achieved client vision and objectives through effective strategy development and execution in coordination with management teams.

Worked on the following Fiserv Backend Applications:

1) North Funding

2) South Funding

3) Posting & Fee Billing

4) Risk Management Workstation

5) Back Office Financial System

06/2005 to 12/2006
Software Engineer Arconic Springdale, AR,

Client: AXA, New York

AXA one of the biggest Insurance provider in America, operates in the life, property-casualty, asset management, assistance and international insurance markets.

Product: Cyberlife
Cyberlife is a Policy Administration system that contains AXA/MONY Life and Annuity policies issued from November 1998 to present. It includes the Life cycle of the policy from Underwriting to becoming In-Force. Cyberlife runs on MONY’s standard IBM mainframe platform, which is located in Leonia New Jersey. IT Technical Services are in Syracuse, New York and Leonia, New Jersey.


Roles and Responsibilities:

  • Worked as onsite co-coordinator twice during the service phase of AXA and CSC.
  • Effectively handled Service requests, problems and Incidents requiring small code enhancements.
  • Involved in Production Support Activities, like maintenance and enhancement of system.
  • Fixing and analyzing abends.
  • Worked on many major enhancements which involved huge code changes or new code generation.
  • Interacting with the client on behalf of the team. Team size: 12
12/2003 to 05/2005
Software Engineer Arconic Lancaster, PA,

Client : Aetna Inc.

Aetna Inc. is a leading provider of life and health insurance and financial services. Organizations or individuals buy insurance services from Aetna (Customers).

Description: The project deals with providing maintenance and production support to existing AETNA (Client) applications.
AAS (Aetna Administrative Service): Typical requirements include developing standalone applications for AAS/ELR that will reformat a non-standard eligibility file to standard AAS electronic format, assigning account structure, translating CSA/Plan information, assigning effective dates, and assigning Network IDs. Requirements could also include interfacing custom ID cards and outbound eligibility files for vendors and generating custom reports.
MEDICARE: The project dealt with the processing of the Medicare Records. Earlier all the Medicare records were manually processed. Now it was required to electronically process them as per the desired requirements.
QBS: The QBS/QRS system is the small group system for new business and renewal rating and proposal generation. This project is to modify electronic enrollment processing to support QBS rating methodology for small groups.

Roles and Responsibilities:

  • It involved whole software development cycle. The requirements came as requests. I had the responsibility of analyzing the required changes, coding the required changes, preparing the test-cases, and carrying out testing. Coding would typically involve COBOL, JCL and DB2.
  • Coordinated system installations, testing and code corrections.
  • Optimized system performance by making proactive adjustments and resolving bugs.
  • Team size: 35
Education Summary
Expected in 06/2003 to to
Bachelor of Engineering: Electronics And Communication
SJCIT - Visveswaraiah Technological University - Karnataka, India,
Expected in 06/1999 to to
High School Diploma:
St. Xavier's College - Kolkata, India,
US Work Authorization

Nationality: India

US Work Authorization: H-1B

Current Visa Expiry Date: 12/31/2020

Green Card Status: Category EB2, Priority Date - May 2014, I-140 Approved

Accomplishments & Certifications
  • Earned countless appreciations from Fiserv senior management and Fiserv Business users for flawless installation of complex projects and for resolving critical business problems.
  • Earned praise from Fiserv Customers like Wells Fargo, Bank of America, Deutsche Bank and more.
  • Successfully completed multiple Banking Certifications from Cognizant Academy.
  • Successfully completed LOMA certification in Life Insurance.
  • Awarded AXA Team Player of the month for March 2006 (among 95 people).
  • Received many Certificates of Achievements (COA) from CSC for doing consistent good work and earning client appreciations.
  • Successfully completed the following certifications from Brainbench with Expert level scores (Brainbench, a PreVisor company, has served over 6 million customers, Website:
    1) Data Modeling Concepts
    2) Project Management
    3) Business Communication
    4) Managing People (U.S.)
    5) COBOL II
    6) DB2 Programming
    7) JCL
    8) VSAM

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Resume Overview

School Attended

  • SJCIT - Visveswaraiah Technological University
  • St. Xavier's College

Job Titles Held:

  • Manager - Delivery
  • Software Engineer
  • Software Engineer


  • Bachelor of Engineering
  • High School Diploma

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