Program Manager resume example with 14+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
Close to a decade of successful Program and Project Management in IT Operations supporting Federal contracts, consistently delivering to schedule and budget, with a strong focus and proven track record of developing, sustaining and improving customer relationships.  Extensive background in both PC and Data Center Management, leading programs of diverse complexity and scope, including critical areas of legal and political visibility. Strong communicator, adept at tailoring the right message to the appropriate target for maximum efficacy. 
Program Manager, 02/2016 to Current
Bios CorporationTahlequah, OK,
  • providing dedicated support to the Department of Treasury, Office of Comptroller of Currency (OCC) under ITO Unify, while also performing as the customer-facing Deputy Program Manager and supporting the account PMO for the PC Refresh and Support Services contract.
  • Responsible for all aspects of delivery for support of over 4500 PCs, on a 3-year Refresh cycle, including image development, application packaging and end user support for Refresh activities, as well as ongoing O&M and asset management. Successfully implemented a PC Refresh Ordering Portal, through collaboration with leveraged software development resources.
  • Provide daily oversight of Tier 2 Incident and Request Management queues, trends and problems, with sustained focus on standardization, documentation and process improvements.
  • Regularly interface with OCC management and stakeholders to provide Program and Operational Status metrics and briefings.
  • Provide staff with resources and support necessary to exceed the requirements and expectations of the customer and successfully perform to HPES goals
Deputy Program Manager / Customer Advocate, 10/2013 to 03/2016
Ball CorporationFort Atkinson, WI,
  • Serve in both Deputy and Customer Advocate capacities, providing comprehensive hosting services for Health and Human Services, Centers for Medicare & Medicaid Services (CMS) internal and public facing websites, including, and
  • Act as the primary point of contact for client system owner and technical relationships, coordinating all aspects of support for high-visibility Medicare Open Enrollment business cycles, as well as standard O&M activities and specialized projects.
  • Responsible for full requirements gathering and delivery of ROMs and Proposal responses to expand existing or build-out new infrastructure, facilitating collaboration among client, HPES service delivery teams, client system owners and application development teams from pre-sales discovery through full migrations; including all aspects of hardware build, software/application installs, data migration, monitoring, network connectivity, and storage allocation.
  • Provide status updates to internal and external stakeholders, tracking milestones and risks to ensure successful and timely completion of all deliverables.
  • Participate in Incident and Problem Management activities and reviews, both internal and client-facing, and responsible for Root Cause Analysis delivery.
  • Provide backup coverage for PM in all areas of Task Order management, on an as-needed basis.
  • Act as primary communications coordinator for the Task Order, authoring templates and process/procedural documentation, as well as supporting internal auditing in support of CMMI SVC Level 3 and ISO 20000:11 compliance and accreditation.
Customer Advocate, 08/2012 to 10/2013
Microsoft CorporationCleveland, OH,
  • Supported consolidation objectives for a Department of Homeland Security system modernization and migration into an HPES Contractor Owned and Operated data center.
  • Served as primary point of contact for all client activities, advocating for client key components for all data center services delivered.
  • Responsible for reviewing/approving client invoices prior to delivery and contributing to capacity management at the data center via regular rack utilization reviews.
  • Oversaw management of disaster recovery infrastructure for mission-critical systems.
  • Responsible for full requirements gathering and pricing to expand existing infrastructure or build-out new infrastructure.
  • Provided regular status updates to internal and external stakeholders, tracking milestones and financials to ensure successful and timely completion of all deliverables.
  • Facilitated collaboration among client, HPES service delivery teams, and client system owners from pre-sales discovery through full migrations into private cloud environments for Email, SharePoint, CRM, Dev/Test and Infrastructure housed at the HPES data center.
  • Participated in Incident and Problem Management reviews, both internal and client-facing, including Root Cause Analysis delivery.
  • Coordinated process integration activities between internal PMO and client support staff.
  • Provided weekly status updates regarding all project and procurement activities to the COR.
  • Assisted with migrating the Federal Law Enforcement Training Center Student Administration and Scheduling System into the infrastructure as a Service offering.
  • Engaged network and engineering teams in sessions that led to the implementation of a virtual Technology Integration Center to meet customer-specific access requirements.
Customer Program Manager, 04/2010 to 08/2012
City Of San Antonio, TxSan Antonio, TX,
  • Led a staff of five project managers and leveraged resources supporting the Program Management Office (PMO) for an IT services contract for a Department of Justice contract.
  • Responsible for managing the activities of employees and subcontractors; developing a team training plan; participating in Focal Point Reviews, including establishing goals, monitoring performance, and providing feedback to staff; as well as acting as a mentor and point of contact for of issue for team members.
  • Managed complex and/or high-profile initiatives, such as a major data collection effort coordinated in response to a Congressional inquiry.
  • Developed and delivered weekly client briefings on PMO projects and initiatives.
  • Served as a member of the internal Technical Review Board and submitted approved changes to the client's Change Control Board.
  • Coordinated with Quality Assurance team to develop and update project documentation templates and standardize communications mediums across the PMO.
  • Contributed to monthly program reviews, including project status reports and SLA metrics.
  • Led a variety of PMO-related projects and developed a successful relationship with the client.
  • Managed the implementation of IBM Tivoli to perform infrastructure monitoring across multiple data centers, including creation of a Service Management Center to facilitate proactive management of all client systems.
  • Developed and coordinated user training for internal operational support teams to improve service delivery in the areas of inventory tracking, patching, software distribution, and enhanced reporting on security compliance.
  • Developed an Executive Dashboard providing the client's IT management with a high-level, real-time view of their environment and the ability to drill-down for more granular views.
  • Participated in the development and successful piloting of a new workstation image, utilizing Windows 7 and Office 2010.
  • In conjunction with the pilot, a task order was awarded to perform an assessment of the impact of transitioning to HSPD-12 on the existing applications throughout the environment.
  • Responsible for tracking/approving time of leveraged resources from the HPES Identity Management group engaged, as well as tracking financials as part of overall program management.
Quality Assurance and Communications Specialist, 05/2008 to 04/2010
Yale UniversityNew Haven, CT,
  • Subcontractor on an IT services contract for the Department of Justice Bureau of Alcohol, Tobacco, Firearms, and Explosives.
  • Supported implementation of process improvements and developed documentation to align the account with ITIL methodologies in the areas of Incident and Problem Management.
  • Contributed to development of an account PMO and transition into a defined level of maturity by revising and focusing on organizational processes and training to support proactive service management.
  • Participated in annual systems security audits, the coordination of multiple Disaster Recovery exercises and performed a site security audit of the HPES data center in Tulsa, Oklahoma.
  • Developed SOPs for onboarding of new end users and workstation encryption.
  • Participated in the documentation of Lessons Learned and provided updates to KnowledgeBase.
  • Assisted in evaluating risk and developing and implementing Risk Management Plans.
  • Served as Communications Lead for projects with significant end-user impact.
  • Developed and implemented a Communications Plan, which was a critical component of an end-user hardware refresh for the entire client enterprise that consisted of approximately 7,500 workstations throughout the U.S.
Court Reporter, 09/2005 to 05/2006
Freestate ReportingCity, STATE,
  • Provided court reporting services for a variety of hearings and depositions, working primarily with the local and federal grand juries of Washington DC.
  • Operated recording equipment and provided extensive note taking and transcription of witness testimony.
Teaching Assistant, 07/2004 to 09/2005
University Of MarylandCity, STATE,
  • Taught 4-5 discussion courses per semester for an introductory level Criminal Justice course.
  • Graded assignments and exams, prepared quizzes, facilitated discussion of subject material and was available for student consultation.
Education and Certifications
: Project Management Professional, Expected in 2011
- ,
: ITIL Version 3 Foundations, Expected in 2008
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Master of Science: Criminology and Criminal Justice, Expected in 2006
University of Maryland - College Park, MD
Bachelor of Science: Political Science, Expected in 1998
Southern Oregon University - Ashland, OR
Security Clearance
  • Office of the Comptroller of Currency, Public Trust
  • Health and Human Services, Public Trust (Inactive)
  • Department of Homeland Security, Entrance on Duty (Inactive)
  • Bureau of Alcohol, Tobacco, Firearms and Explosives, Public Trust (Inactive)
  • State of Maryland, Notary Public (Inactive)
  • Contract and RFP Response Writing
  • MS Office
  • MS Project & Project Server
  • Quality Assurance
  • SLA Reporting and Management

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Resume Overview

School Attended

  • University of Maryland
  • Southern Oregon University

Job Titles Held:

  • Program Manager
  • Deputy Program Manager / Customer Advocate
  • Customer Advocate
  • Customer Program Manager
  • Quality Assurance and Communications Specialist
  • Court Reporter
  • Teaching Assistant


  • Master of Science
  • Bachelor of Science

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