Problem Management Specialist resume example with 15+ years of experience

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

Over 20 years experience leading organizational growth through development of new and redesigned processes, programs and IT projects--including technology integration of new Student Information Systems, back end office applications, Learning Management Systems. Seasoned leader in process development, technology integration and improvement across multiple industries (IT, Higher Education, Health Services, Financial and Biomedical). Extensive experience executing root cause analysis focused on increasing service stability and improving processes.

  • Certified ITIL v3 Foundations, OSA and RCV
  • Process Analysis and Improvement
  • Critical Incident Management
  • Enterprise Software Implementation Specialist
  • Project Management
  • Certified Sologic Master Facilitator in Root Cause Analysis
  • Certified Kepner-Tregoe Problem Analysis Foundation
  • Strong Analytical and Strategic Thinker
  • Team Leader for Enterprise Command Center initiative to develop and establish new enterprise Event Management process.
  • Repeatedly sought out by various Business Units to collaborate on and develop best IT to Business technology solution and process.
  • Established Critical Incident Response process for IT department.
  • Developed grant technology plan; assessed and approved capital investments and related purchases; handled vendor management; developed and executed annual budget of $200,000+.
  • Successfully prevented recurrence of same service interruptions on numerous core services through leading problem investigations.
01/2012 to 07/2013 Problem Management Specialist Mantech International Corporation | Offutt Air Force Base, NE,
  • Analyzed key metrics to measure product effectiveness that led to over 50 process improvement changes and retooling of Problem Management module in ServiceNow which resulted in customer satisfaction rate of 79% in first 6 months of implementation.
  • Led a cross-functional team of engineers, developers, and QAs to perform root cause investigation and solution development that increased stability of customer-facing IT services by 20% over same time last year.
  • Delivered detailed feature roadmaps that included action items and project targets.
  • Leveraged in-depth understanding of end-to-end customer experience to identify pain points and needs.
  • Collaborated with Operations teams to resolve IT support cases.
  • Developed training materials and support documentation for Problem Management process.
  • Trained multiple IT teams and external support vendors on Problem Management process.
09/2010 to 2012 IT Operations Engineer II | , ,
  • Established new Incident Response process for IT--performed root cause analysis on incidents, recorded and tracked permanent actions to prevent future incidents.
  • Leader and mentor with NOC team to bond and increase team ability to provide better customer service by using best practices in Enterprise Monitoring and Event Management.
  • Wrote standards for and worked with Support Services to develop Critical Escalation Process for business and non-business hours and provided training to department and external support vendors.
  • Developed role of Incident Response Engineer to perform as Critical Incident Coordinator.
  • Learned over 20 different applications for event management and enterprise/system monitoring, including Gomez, Big IP's F5, IP Monitor, SCOM, numerous custom monitoring applications, ServiceNow (ticket system), VMWare's Vsphere, Linux, SharePoint, MS Project and Project Server, Jive, and others.
  • Defined and set event alert standards for use in IP Monitor for over 200 applications and over 2000 servers.
  • Responsible for initial troubleshooting and diagnosis of incidents (service impact or outage) and escalated to Technical Subject Matter Experts when necessary.
04/2008 to 08/2010 CampusVue Application Administrator | , ,
  • Participated in over 17 projects and approximately 8 enhancements in 14 months, many used SCRUM methodologies.
  • Over 400 tickets closed while working on two full time projects in first 7 months.
  • Successfully configured and implemented new campus in CampusVue (CVue), Student Information System (SIS), for new online university (University of the Rockies).
  • CVue Project Lead on an organization-wide reconfiguration effort to plan, design, implement and test an SIS build that incorporated best practices for tool and met business needs.
  • Emphasis on working with Business to integrate processes with CampusVue and Student Portal.
01/2008 to 04/2008 Senior Instructional Designer (Contract) NA | , STATE,
  • Developed and wrote training materials for software conversion project with Chase Bank.
06/2007 to 2008 Instructional Designer/Technical Trainer NA | City, STATE,
  • Developed training curriculum plan for approximately 25 courses on setting up, configuring and using Database application.
  • Developed and facilitated new hire training program, including Train the Trainer program for troubleshooting and resolving issues with products.
04/2006 to 11/2006 Instructional Designer and Senior QA Specialist (Contract) CBTEAM, LLC | City, STATE,
  • Collaborated with coworkers and multi-departmental leaders to perform needs analysis, design specifications, and develop targeted cGMP and non-cGMP training programs.
  • Designed and developed e-learning infrastructure for local delivery of web-based training.
  • Worked with Corporate HQ IT and Learning and Development teams on technology adoption and integration plans for use with Plateau (gLern).
08/2002 to 11/2005 Distance Learning Manager & Instructional Technologist APERIO TECHNOLOGIES | City, STATE,
  • Led restructure of Distance Learning Department; re-developed organization, business processes, functions, roles / responsibilities, performance metrics / measures, and procedures to follow best practices.
  • Managed investment in and implementation of new applications for department and institution.
  • Administered the Learning Management System (WebCT), including technical support and procedure development to increase number of supported courses by 58% (approximately 250 courses a year).
  • Completely redesigned Distance Learning website to generate 90,000 hits in 4 months; 275,000 hits in 12.
  • Established online 24/7 support services for distance learning and web-enhanced courses.
  • Planned and managed pilot projects-e.g., implemented education planning beta software application with enterprise Student Information System (SCT Banner).
  • Managed seamless, uninterrupted service through multiple executive leadership changes.
05/1999 to 05/2002 Associate Dean, College of Extended Learning GENENTECH, INC | City, STATE,
  • Developed online courses and collaborated with IT to develop web-based delivery system; migration to WebCT for course delivery and content development.
  • Implemented new enterprise Student Information System (CAMS); transitioned organizational data onto new SIS enterprise system for student database, including registration, academic, finance, student modules.
08/1996 to 05/1999 Director, College of Extended Learning | City, ,
  • Established the College of Extended Learning--started with one degree and 19 adults and in six years resulted in 6 degrees and almost 500 students out of 1000 total college enrollment.
  • Developed and executed a strategic business plan around accelerated degree completion programs for working adults, including one of first Weekend College programs in nation.
  • Successfully managed all administrative and operational processes and procedures.
Expected in Doctorate of Education | EDUCATIONAL TECHNOLOGY Pepperdine University, Los Angeles, CA. GPA:

Completed all coursework and comprehensive exam.

Expected in Master of Arts | EDUCATIONAL PSYCHOLOGY Wayne State University, Detroit, MI. GPA:
Expected in Bachelor of Religious Education | COUNSELING Rochester College, Rochester Hills, MI. GPA:
Community Service

Project Manager - North Coast Community Services

February 2013 – May 2013 (4 months - 400+ hours)

Managed construction project at Windsor Gardens, senior citizens independent living facility. Included stage removal, floor replacement, new lighting, remodeled, painted and decorated community center. Supervised several skilled leaders and 40 volunteers over 2 weekends to complete major work. Wrote proposals to gain funding and resources for project. Completed approximately $50,000 worth of work with $3000.

Resource Coordinator - North Coast Community Services

January 2011 – May 2011 (5 months - 400+ hours)

Coordinated, obtained and tracked resources for over 100 projects that included hardware, lumber, supplies, equipment rental and donations for $1 million of work performed by 7000 volunteers across 7 cities. Worked with each project manager to provide project materials for each project.

City Leader/Project Manager - North Coast Community Services

February 2007 – May 2007 (4 months - 600 hours)

Successfully executed 11 projects over weekend with over 300 volunteers at 7 locations. Planned, managed and implemented 6 projects at St. Clare's Homes' administrative offices, non-profit organization for victims of domestic violence. Implemented full IT upgrade--installation of network, computer lab, classroom technology, staff training. Provided oversight as City Leader for Project Managers who delivered major renovations on 5 client homes. Obtained over $400,000 donated materials.

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Resume Overview

School Attended

  • Pepperdine University
  • Wayne State University
  • Rochester College

Job Titles Held:

  • Problem Management Specialist
  • IT Operations Engineer II
  • CampusVue Application Administrator
  • Senior Instructional Designer (Contract)
  • Instructional Designer/Technical Trainer
  • Instructional Designer and Senior QA Specialist (Contract)
  • Distance Learning Manager & Instructional Technologist
  • Associate Dean, College of Extended Learning
  • Director, College of Extended Learning


  • Doctorate of Education
  • Master of Arts
  • Bachelor of Religious Education

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