Principal Consultant Resume Example

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Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - - -

I have managed Call Centers, Help Desks, IT Departments, Data Centers and have a firm understanding of their best practices. I know how important leadership and sanity are to any organization that delivers technology support and service to their customers. Policy and process development has been a strong theme throughout my career.

  • Best practices for IT Service Delivery
  • KPI measurements for Call Centers, Support Centers and Help Desks.
  • Conflict resolution, staff building
  • Lowering turnover, increasing productivity
  • Leadership training
  • Risk management
  • Quality assurance and control
  • Unsurpassed work ethic
  • Consensus building
  • Relationship building
  • Policy creation
  • Managed projects for the creation of technology support centers in 6 countries.
  • Led the charge for migration to a new incident/problem-management application, for an entire enterprise.
  • Convinced senior leadership and a reluctant staff of the need for formalizing processes and procedures for the work that they do. I demonstrated how visualizing metrics was beneficial to all levels of the organization.
  • Led staff training for a new service application for 250 employees.
  • A favorite accomplishment is partnering with a General Contractor in building a school for 850 students. I learned the ins and outs of the construction business and did quite well managing entirely different styles of work groups than I was accustomed.
2013 to 07/2015
Principal Consultant Ianuly Talent Accelerators Sunnyvale, CA,
  • Offering Technology leadership to schools, churches and small business.
  • I hold a Scrum Master Certification which when coupled with my Project Management experience enables me to collaborate with several different levels of functional teams.
  • I help clients that are unsure or unskilled in negotiating contracts with Technology providers.
  • Provide feasibility survey, design, recommend and Project Manage network infrastructure topology enhancements with an eye towards practicality, sustainability and sanity.
03/2010 to 02/2013
Director of Technology Institute On Aging San Francisco, CA,
  • Advantage Academy is a Public Charter School with 2000 students in 4 campuses.
  • Created their IT Department to serve the school districts technology needs.
  • Served as Adviser to the Academic Department for the purchase and maintenance of all academic technologies.
  • Project Manager completed the following projects on-time and on-budget:
  • Replaced the telephone system.
  • Replaced entire network hardware and software including Cat6e cabling, Xirrus wireless access points, Cisco routers and HP switches, Dell Servers, Barracuda Firewall and Content Filters.
  • Physical security system.
  • Increased the school internet capacity across all campuses by 16X.
  • Recovered technology funding by implementing E-Rate (FCC Funding for under-served public schools).
  • Replaced the Email system for both Administration and Student population.
  • Implemented a Data Security system and devised a Disaster plan.
  • Served as Asst. General Contractor in the construction of a new school complex; 850 students, 5 buildings.
  • Consulted on design and build-out of school's technology interests and FFE installation.
07/2001 to 03/2010
IT Manager Bridger Steel Crowley, LA,
  • A large, multi-national, media-based non-profit organization.
  • Specified and supported technology for a 300 seat Call Center with satellite installations around the globe including: PBX, IVR and ACD programming and maintenance.
  • Voice and Data Telecommunication capacity Staff Scheduling automation.
  • Created their IT Department including:
  • Implemented a Problem Management solution.
  • Developed staff schedule and tier based expertise hierarchy.
  • Managed a staff of 13 people responsible for local and global networks, Call Center technologies, Web services, and donor database.
  • Managed technology operations in London, Brisbane, Bangalore, Manila, Toronto, Durban and Mexico City.
  • Managed technology vendor contracts, including: Telecom providers using multiple protocols such as: MPLS, Fast-Ethernet and Frame Relay.
Expected in 2017
Bachelor of Science: Business Administration emphasis on Organizational Behavior
Argosy University - Pheonix, AZ

Certified Scrum Master Scrum Alliance, Inc. 02/15

Organizational Behavior Kaplan University 2006

Principles of Management Northlake College 2007

Exchange2003 Administration New Horizons Learning Centers, 12/05

Certified Texas Food Safety ManagerLearn To Serve, Inc. 11/14

Associates, Information Management Kaplan Career Institute


Staff Management

Mentoring Leadership

Fostering accountability and ownership

Building team cohesiveness

Reducing turnover.

Auditing processes and procedures.

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Resume Overview

School Attended
  • Argosy University
Job Titles Held:
  • Principal Consultant
  • Director of Technology
  • IT Manager
  • Bachelor of Science