Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Career Overview
Proven Project Management abilities with capacity to design, plan and implement ideas from conception through completion - able to manage multiple responsibilities without compromise to detail or quality. *Highly adept in planning, organizing, and managing resources to successfully complete project goals and objectives, while honoring predetermined constraints. *Outstanding interpersonal skills; equally comfortable communicating one-on-one or addressing large audiences. *Recognized for Project Management skills and team work with various awards.
  • Microsoft Project, Excel, Outlook,
PowerPoint, Word, Visio, SharePoint
Project Management
  • Managed complex BI/DW deployment programs, facilitating acquisition of business requirements.
  • Prepared design specifications, developed reporting and analytics, tested and managed user adoption.
Work Experience
01/2013 to 01/2015 PROGRAM MANAGER Chegg | San Francisco, CA,
  • Established process in TS&D Diagnostics group to coordinate multiple software update requests from Submission to Production.
  • Worked with key stakeholders to determine full schedule from initial request to deployment to include development, system verification (SV), and User Acceptance Testing (UAT).
  • Tracked and reported progress to stakeholders.
  • Received Division level Ovation Award for the upgrade/migration of 32 separate applications to a virtual environment.
  • Was the single coordination point for all levels from team architect review to final deployment in production by IT.
2006 to 2013 PROJECT MANAGER Publicis Groupe Sa | Southfield, MI,
  • Managed various high profile projects such as Daylight Saving Time (DST) 2007: Received bonus as well as recognition awards from Executive VP's and Division VPs.
  • Upgraded ~65 key software products impacting 6000+ customers before date change.
  • Directed cross functional core team of 12 representing areas such as support, marketing, client service managers, product development, sales and communications.
  • Prepared and presented updated to Leadership.
  • Public Key Infrastructure (PKI) 2009.
  • Received GSS Pillar Team Award: Upgraded expiring licenses affecting over 43,000 servers globally.
  • Took PM ownership with 8 weeks remaining and led to successful completion.
  • Argentina Office Ramp Up.
  • Submitted for Division Team Award.
  • Guided the tracking, hiring and training of 500+ new hires along with coordinating equipment and seating requirements, and facility readiness.
  • Managed the Change Management Team while also managing the Resource Scheduling team.
  • Change Management Team: Oversaw projects the five Project Managers were working, reviewed status on a weekly basis, and reported to leadership.
  • Resource Scheduling Team: Responsible for documenting and maintaining processes for resource scheduling tools.
  • Served as integral part of business analysis team responsible for determining requirements for scheduling tools used by this team of five schedulers.
  • Also supported Avaya Web Services Team in reviewing Customer Support Site (CSS) requests, determining next actions, and publishing software updates to website.
  • Managed many other projects at various levels in the company including supporting GSS VP overseeing five projects to reduce Time To Resolution (TTR) on tickets worked in support group.
01/2004 to 01/2006 PROJECT MANAGER Publicis Groupe Sa | Guaynabo, PR,
  • Provided leadership and direction to acquisition project teams by understanding support business processes, gathering requirements, identifying potential issues, managing scope, writing integration plans that identify how all service requests, defect and knowledge management information is going to be integrated, identifying gaps between support levels, and ensuring that the integration of the acquired company is completed on time and within quality constraints.
  • Supported new application projects which required gathering requirements from multiple sources, coordinating kick-off meetings, ensuring all parties are represented and eventually providing a Business Requirements Document (BRD) to the Applications IT group for creation of the application.
2000 to 2004 SUPPORT ENGINEER Nice Systems | Cleveland, OH,
  • A Received three (3) "Night on the Town" awards for performance excellence in various areas.
  • Duty Manager (DM) for Data Server group, handled high level escalations for customers.
  • Coordinated action plans with managers and engineers to ensure customer issue was properly handled.
  • Tracked DM calls received for trend analysis and reported findings back to executive management.
  • Handled DM duties and managed MIT/Gateways support team while manager was on leave for three months.
  • Also handled training coordination for Data Server group which involved coordinating with individuals for specialized training and setting up training schedules to not affect staffing levels of the support group.
  • Prior to being the DM, part of a team responsible for maintaining schedules for 250+ support personnel on a daily basis which included providing trend analysis, capacity planning and scheduling support to 20 managers.
  • This involved tracking previous trends for service request volume and presenting statistics to management with recommendations for staffing levels.
  • Also set up, organized and scheduled rotating specialty roles on a monthly basis.
  • As a tech support rep, provided various levels of technical support on Unix systems to database users.
  • Specialty area was Unix installations.
01/1985 to 01/2000 SENIOR ANALYST Als Limited | Richmond, VA,
  • Started as Technical Assistant and received promotions to Engineer, Senior Staff Engineer and Senior Analyst.
  • Held Secret Level Security Clearance.
  • An outstanding team player recognized for Performance Excellence as a part of the Corporate Technical Team award in 1999.
  • In addition to duties held as Senior Staff Engineer, took on project management role by coordinating with contracting and budgeting office to ensure contract specifications were being met within cost, scope and timeframe.
  • Also represented the IWSD project in upper level government meetings.
  • Unix System Administrator for the Cheyenne Mountain Baseline Database (Integrated Weapon System Database; IWSD).
  • Was responsible for all aspects of system administration, including database administration, which involved working with various contractors and Air Force at all levels.
  • Also conferred with other government contractors and often informally worked out issues without involving the formal government process.
  • Was responsible for all aspects of security on the classified and unclassified servers.
  • Presented two papers at the Xyvision User's Group conference, April 1998.
  • Automating Workflo Getting Rid of the Paper Routing Slip" which was geared toward new user's of the Xyvision product Parlance Document Manager (PDM).
  • Using Five Frames in a Four Frame Structure" presented the customization of our product and how it could benefit other companies.
  • Integration and Resource scheduler for the Site Activation and Support Contract (SIASC) at Falcon Air Force Base (FAFB).
  • Responsibilities included maintenance of FAFB activities schedule and activities status, and managing and controlling the Master Program schedule.
  • Performed resource-scheduling duties as the Module Resource Scheduler in which I co-chaired the Deconflict Meeting (DM) three days a week and worked closely with all levels of the Air Force, and other contractors, on a daily basis to ensure schedule accuracy and hardware resource availability.
  • Worked with multiple levels of management and assisted others in putting schedules together to fit their needs.
  • ENGINEER Responsible for maintenance and modification of assigned portions of the Space Surveillance Center (SSC) Man Machine Interface (MMI) software on the 427M contract at Cheyenne Mountain.
  • This included knowing software; knowing maintenance and modification procedures; identifying and analyzing problems; developing, implementing, testing and documentation.
  • Also recommended opening and closing Discrepancy Reports (DR) and Software Modification Requests (SMR) then briefing the Government on how to implement and test the changes; recommended approaches and solutions and managed individual work schedule within constraints of software release cycles and other timelines.
to TECHNICAL ASSISTANT City Of Loveland | Loveland, CO,
  • Responsible for final production of Government document deliverables on the NORAD Command and Control System Support contract.
  • Work included all phases of production of the deliverables, development of viewgraph presentations, and finalized graphic drawings.
  • Assisted in office management and security information processing.
Education and Training
Expected in 2006 MBA | Project Management Colorado Technical University, Colorado Springs, CO GPA:
Project Management
Expected in | Management Information Systems University of Northern Colorado Avaya University, Greeley, CO GPA:
Minor in Computer Science
3-4 skills

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  • University of Northern Colorado Avaya University

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