Program Manager Solutions Delivery resume example with 20+ years of experience

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

Experienced leader bringing 25+ years of technical experience. Effective people manager and big-picture thinker adept at leading projects from concept through completion. Built and led startups, small and large organizations. Expertise in Telecom, Utilities, Smart Grid, Meter Data Management and Financial industries

  • Team leadership and direction
  • Policy and procedure improvements
  • Program Development and Management
  • Performance Monitoring
  • Budget Coordination
  • Partnership Development
  • Software Documentation
  • Customer and personnel training
  • Budgeting
Work History
02/2022 to Current
Technical Senior Program Manager Blue Shield Of California Lancaster, CA,
  • Consultant in financial industry
  • Monitored employee tasks, evaluating information processing and performance to gauge business functions and inefficiencies.
  • Investigated and addressed system issues to enhance usability and improve functionality.
  • Recommended technology upgrades and complementary products to improve client security.
  • Developed and provided technical solutions for day-to-day operations and long-range strategic planning of scheduling and finance system for users.
  • Collaborated with client and interdepartmental peers to transform client requirements into turnkey solutions.
  • Prepared and maintained project budgets and complied with schedules to avoid penalties.
  • Planned and conceived computer systems using information engineering, data modeling and structured analysis.
  • Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.
  • Developed technical requirement documentation for new software products.
  • Evaluated and adopted new technologies to address changing industry needs.
  • Developed flowcharts and diagrams to describe and lay out logical operational steps.
  • Analyzed client business processes to propose optimal software applications for unique requirements.
  • Monitored equipment and tools and completed projects within required timeframe.
02/2008 to 09/2016
Senior Manager Solutions Delivery NEXTEL & SPRINT City, STATE,
  • Direct, manage, supervise all aspects of Customer Solutions for Utilities Industry.
  • Collaborate closely with sales and marketing identifying opportunities.
  • Create budgets for each project.
  • Manage and track budgets to meet or exceed financial goals.
  • Write and respond to RFP (Request for proposal) and RFQ's (Request for quotes).
  • Build solid working foundations with customers
  • Improved over 50% by altering approach to transparency.
  • Prepare and present status and informational reports.
  • By identifying across customer templates for status reports improved customer satisfaction by 35%.
  • Enhance professional Services group by building specific training classes for each job code.
  • Provide continuing education utilizing workshops, and town hall meetings.
  • Strengthened expertise by 47%.
  • Collaborate with manufacturing in identifying needs and dates.
  • Working with peers to improve turn around by 20%.
  • Improve working relationships with vendors and sub contractors through strong communications and team atmosphere.
  • Locate and identify real estate for each project.
  • Warehouse and office space.
  • Hire local personnel for deployment when possible (Provide training and safety classes for all deployment personnel).
  • Maintain core group to act as trainers, mentors and delivery personnel.
  • Schedule product delivery and roll outs (water, gas and electric meters.
  • Provide quality service personnel for improved delivery cycle.
  • This has increased delivery solutions by 20%.
  • Complete projects and maintain strong working relationships with clients Senior Director of Operations / Senior Director Network Operation Centers.
  • Delivered training for staff development, change management and materials, process and technical controls.
  • Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
02/2000 to 01/2008
Senior Director of Operations & NOC AT&T Government Solutions, AT&T Wireless, BPE, City, STATE,
  • Support and Directed all aspects of NEXTEL's wireless network.
  • Collaborated with peers to maintain and exceed customers expectations.
  • Enhanced personnel group through hiring "right fit" personnel and improved training for all employees.
  • This really helped in building network.
  • Washington Post best network year over year.
  • Created strong team experience by introducing across organizational team building and communication building.
  • Not only did this bring more awareness to entire organization it became safe place to discuss ideas and issues.
  • This increased communication by 40%.
  • Improved field issues by identifying early planning and time lines for annual events (down tilting, storm preparedness, disaster recovery and network failures.
  • Consistently exceeded financial goals set for organization.
  • Increased real estate (cell towers) across region.
  • DC, Mid-Atlantic and southeast areas by 18% each year.
  • Improved personnel retention through open communication and well defined goals.
  • Overall responsibilities for all of SPRINT's Network Call Centers, (NOC.
  • Monitored subcontractor operations and applied effective time, resource and money management strategies to delivery under-budget project completion.
  • Conducted routine quality audits to verify progression against specifications and initiated corrective actions to remedy concerns.
  • Coordinated with site personnel, clients and local government officials to achieve on-time project delivery.
  • Managed hiring for certain roles and actively coordinated talent management and recruitment.
  • Collaborated with construction administration consultants to schedule field observations.
03/1995 to 02/2000
Program Manager Consultant Company Name City, State,
  • Designed, built and maintained Network Operation Centers for BB&T, ATT Government solutions.
  • Instituted process improvements for various clients such as; AT&T wireless,.
  • Restructured AT&T wireless quality assurance group by introducing formal test designs, plans procedures and test summaries.
  • Evaluated and restructured customers Network Operations Centers.
  • Introduced and built quality assurance group for US Banks.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Defined clear targets and objectives and communicated to other team members.
  • Directed training and retraining of employees to boost performance and enhance business results.
  • Communicated best practices among on-site and external personnel to align efforts and goals.
  • Directed training and retraining of employees to boost performance and enhance business results
  • Assessed supplier quality to maintain tight cost controls and maximize business operational performance
  • Defined clear targets and objectives and communicated to other team members
  • Managed quality programs to reduce overdue compliance activities
  • Performed forecasting to identify necessary changes for supply chain business
Expected in 05/1982
Bachelor of Computer Science: Computer Engineering
Ohio University - Athens, OH

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Resume Overview

School Attended

  • Ohio University

Job Titles Held:

  • Technical Senior Program Manager
  • Senior Manager Solutions Delivery
  • Senior Director of Operations & NOC
  • Program Manager Consultant


  • Bachelor of Computer Science

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