senior manager 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:
  • :
Executive Profile
Highly driven, innovative, problem solving and results oriented IT executive with 16+ years of proven experience in managing application development; successfully leading multiple teams executing and implementing strategic business initiatives in challenging, dynamic and limited resource environments. Core experience in the credit card and banking industry includes functional areas of collections, fraud, disputes, bankruptcy, back office, imaging applications, electronic payments, home equity, wholesale finance, commercial real estate and personal credit management platforms. Effective combination of people management skills, technical talent and business acumen. Proven track record of delivering cutting edge solutions and increasing customer satisfaction using technology to solve complex business problems. Strong ability to work and achieve quality work from vendors across the globe. Managed wide variety of high availability, high transaction systems critical in nature with high impacts to business and customer. Proven ability to quickly learn and efficiently manage various types of systems, legacy and proprietary including systems using newer technologies. Experience in SAAS implementation focusing on Service cloud. Experience in leading, delivering, developing and supporting web applications using JAVA, JSPs, Servlets, ORACLE, SQL Server and .NET platform. Experience includes design and delivery of large analytic application involving ETL (InfoSphere DataStage, SSIS, SSAS) and BI tools (Oracle Business Intelligence Enterprise Edition, SSRS). Evaluation and successful implementation of third party workflow systems, integration platform and rules engines. SKILLSET Effective in building trust and partnership with business proponents. Effective listening, communication and negotiation skills to work with cross-organizational teams. Extensive experience in full software development lifecycle using Waterfall, Agile and Test Driven Development methodologies. Extensive hands-on experience in efficient execution and completion of projects using project management principles, processes and "best practices" as embodied in the Project Management Body of Knowledge. Strong business process improvement skills, analyzing existing process and recommending improvements. Strong experience in managing onsite-offshore engagements. Solid background in data modeling, data conversion, data/app integration, databases, systems analysis and design. Strong problem solving and troubleshooting skills to root cause issues. PROFESSIONAL EXPERIENCE Area Vice President/Senior Manager - 6+ years, Team Lead - 7+ years, Business Systems Analysis/Design - 7+ years, Technical Analysis/Business Support - 10+ years, Software Development - 9+ years
Skill Highlights
  • Guest services
  • Inventory control procedures
  • Merchandising expertise
  • Loss prevention
  • Cash register operations
  • Product promotions
Core Accomplishments
Professional Experience
Senior Manager, 09/2011 to Current
VirtusaPlano, TX,
  • Responsible for the implementation of new case management system on Salesforce Service Cloud platform for various business units.
  • This includes the implementation of new customer portal, including new features such as chat, Salesforce chatter, knowledge management, CTI, and automation of customer entitlement processes.
  • The overall solution is one of the largest deployments of SFDC Service Cloud in the technology industry with over 5,000 users, and integrates shared data between sales and service cloud instances.
  • Application Development and Maintenance (ADM) Service Management role responsible for providing technical expertise around a portfolio of business applications and capabilities, specific to the Salesforce platform (Service Cloud, Sales Cloud) and J2EE applications.
Senior Program Manager, 04/2011 to 09/2011
Humana Inc.Dawsonville, GA,
  • IntelliLink Compliance Management Spearheaded program management of $15M commercial card services IntelliLink Compliance Management program.
  • Responsible for coordination, management, budgeting and forecasting of multiple related projects, strategic to business and other internal/external organizations.
  • Built credibility, established rapport and maintained communication with stakeholders at multiple levels.
  • Maintained continuous alignment of program scope with strategic business objectives and made recommendations to modify the program to enhance effectiveness toward the business result and strategic objectives.
Area Vice President / Technology Manager, 06/2007 to 03/2011
Madison Metropolitan Sewerage DistrictMadison, WI,
  • Projects: ProftiMAX Next Gen, ProftiMAX Legacy, CAARP, RELMS, ARTi Managed delivery of complex re-engineering project to replace a legacy application which provides customer profitability across organization structure for Wholesale Finance line of business.
  • Managed a large team of 13 FTEs and 25+ Contractors which included developers, architects, project managers, systems analysts and onsite-offshore engagement with a base budget of $3MM and incremental budget of $8MM.
  • Managed and delivered a complex portfolio of applications and services across many systems and platforms, using multiple vendors and technology outsourcing partners.
  • Portfolio consisted of web-based, .Net and JAVA applications that provided technology needs for Commercial Real Estate, Treasury Management and Wholesale Finance groups.
  • Championed efforts in partnership with business building roadmap for their businesses using Integration platform (MS BizTalk Server), BPM tool (K2.Net), Reporting tool (SSRS), BI tool (OBIEE), ETL (InfoSphere DataStage, SSIS) and custom development.
  • Orchestrated process improvements, streamlining that resulted in focused development efforts, timely delivery of project deliverables and increased availability of systems & reduction of maintenance expenses.
  • Collaborated well with outsourced vendor partners resulting in 100% on-time delivery and less than estimated costs for application development and maintenance.
Team Lead/Web Developer, 09/2006 to 06/2007
Wells Fargo & CoCity, STATE,
  • Projects: RELMS, ARTi, ISIS, PACT Partner effectively with cross-organizational teams (Architects, QA, Business and other projects).
  • Proactively work with business and TPM on product roadmap, release scope and timelines.
  • Actively involved in resolving production issues with the help of EACO.
  • Worked with Vendors (CSC Business Analysts and Microsoft Technology consultants) to drive the business requirements and implementation.
  • Actively involved in Technology selection process for the project and evaluated BPM/BI and Integration products (TIBCO, BEA and Microsoft).
Team Lead/Business Systems Consultant, 06/2005 to 09/2006
Wells Fargo & CoCity, STATE,
  • Analyzing project requirements and developing technical requirements for attribute population, rules and process flow modifications.
  • Experience includes designing rules for home equity (HEQ) and personal credit management (PCM) platform under Consumer Credit Group (CCG).
  • Consulting on a project-by-project basis; mentoring other consultants, acting as subject matter expert on decision engine tools and business process flows; helping resolve production and test problems; and managing and maintaining the Web Rules Engine.
Team Lead/Sr. Consultant, 08/2003 to 06/2005
Accenture IncCity, STATE,
  • Successfully managed a team of 8 resources by providing application development and maintenance support of 10+ risk management applications for JPMorgan Chase Bank.
  • Provided continuous business process improvement for production support team by identifying improvement opportunities within existing processes and assisted them with aligning these improvements with the organization's initiatives.
  • This resulted in 60% decrease in number of production outages.
Team Lead/Sr. Developer, 08/2001 to 08/2003
JPMorgan Chase BankCity, STATE,
  • Facilitated optimal performance of risk management initiatives by effectively analyzing, designing and implementing project-specific web-based and client-server applications.
  • Played an instrumental role in successfully delivering the Accounts Distribution Tool and Debt Management Applications with an onsite-offshore team of 20+ resources.
  • Extensively involved in data modeling, code review, testing, deployment and business continuity planning.
Senior Software Engineer/Analyst, 09/2000 to 08/2001
Keane IncCity, STATE,
  • Involved in requirements gathering, data modeling, application development and maintenance of Disputes Online Tracking system that managed and automated many aspects of disputes processing through it's integrated work flow system, in order to improve JPMorgan Chase Bank's ability to capture and resolve customer billing disputes and shorten the resolution cycle time.
Senior Programmer/Analyst, 12/1999 to 08/2000
Tomax IncCity, STATE,
  • Worked on enhancements with Daily Operations module that provided extensive control over cash management procedures, start and end of day routines and cash drawer audit reporting.
  • Worked with and mentored several developers on the project.
Master of Business Administration (M.B.A: , Expected in to - ,
Bachelor of Engineering (B.S: , Expected in to - ,
Certified Project Management Professional (PMP)® Certified ScrumMaster (CSM)® by the Scrum Alliance, Inc Certificate in Project Management, UC Berkeley Extension Certificate in Project Risk Management, UC Berkeley Extension Certificate in Program Management Certificate in Human Resource Management Oracle Certified Professional (OCP) Microsoft Certified Professional (MCP) : , Expected in to - ,
.Net, Application Development, automation, billing, BizTalk, budgeting, budget, BI, business process, business process improvement, cash management, client-server, Consulting, Credit, CTI, data modeling, DataStage, delivery, designing, equity, ETL, features, Finance, forecasting, Human Resource, ISIS, J2EE, JAVA, knowledge management, managing, mentoring, Microsoft Certified Professional, MCP, Next, Oracle, organizational, processes, Program Management, Project Management, QA, rapport, Real Estate, re-engineering, reporting, requirements gathering, Risk Management, Sales, strategic, TIBCO, Treasury

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Resume Overview

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Job Titles Held:

  • Senior Manager
  • Senior Program Manager
  • Area Vice President / Technology Manager
  • Team Lead/Web Developer
  • Team Lead/Business Systems Consultant
  • Team Lead/Sr. Consultant
  • Team Lead/Sr. Developer
  • Senior Software Engineer/Analyst
  • Senior Programmer/Analyst


  • Master of Business Administration (M.B.A
  • Bachelor of Engineering (B.S
  • Certified Project Management Professional (PMP)® Certified ScrumMaster (CSM)® by the Scrum Alliance, Inc Certificate in Project Management, UC Berkeley Extension Certificate in Project Risk Management, UC Berkeley Extension Certificate in Program Management Certificate in Human Resource Management Oracle Certified Professional (OCP) Microsoft Certified Professional (MCP)

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