Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

Qualification Summary:

Experienced Project / Program Manager and Scrum Master with demonstrated success of steering process improvements and delivering high quality product, website feature or system enhancements on-time and within budget. Experience includes managing enterprise-wide projects with changes to front end clients, back end services, client/server-based system upgrades and application program interface enhancements for 3rd party system integration. A professional with skills to direct multi team project/initiatives who is focused not only on managing the project or sprint deliverable but on leading and offering solutions. Through objective analysis and creative thinking, I can enable Engineering and Business Stakeholders/Product Owners reach a consensus on a plan of record that achieves high priority business goals within timeline and resource constraints. Solid understanding of SDLC and Agile methodologies including Scrum and Kanban development. Strong communication and organizational skills. Proven experience with Jira.

A results-driven business and systems analyst with experience in providing data extraction and analysis, writing business and functional requirements and application support through troubleshooting of issues and identifying the root cause. Several years of liaison experience between Business Stakeholders, Engineering Leads, vendors and various internal business units. Experienced [Job Title] with over [Number] years of experience in [Industry]. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits. Senior [Job Title] and outstanding performer in [Skill] and [Skill] within [Industry]. Proven success in leadership, operational excellence and organizational development with keen understanding of elements of [Type] business. Recognized for inspiring management team members to excel and encouraging creative work environments.

  • Project Management / Program Management
  • Agile Methodology and Scrum, Software Development Life Cycle, Requirements Gathering, Project Plan Creation, Budget and Project Costing, Meeting Facilitation & Status Reporting, MS Office Suite, Google Business Suite, SharePoint
  • Jira and Confluence
  • Agile Sprints
  • Database: Oracle and SQL Server
  • Other Tools for Analysis: AppDynamics, Splunk, Oracle Forms 6i, Toad, PL/SQL, MS T-Sql
  • Program management expertise
Work History
Sr Program Manager , 01/2015 - Current
Cb Richard Ellis Edwardsville, IL,
  • Executed the Scrum Master role - Facilitated and led scrum ceremonies such as daily stand ups, grooming, planning and team retrospective.
  • Provided project management leadership, guidance, and day-to-day execution support for Product Development projects, ensuring technology initiatives are executed on-time, on-budget, on-scope, and with expected high quality.
  • IT Program Manager for company- wide projects and served as the primary point of contact for the project to the Technical Leadership team.
  • Led teams (Software Engineers and QA) through the delivery of new software, website or product feature enhancement. Most recent projects involved creation of a new website, various web flow and feature enhancements, related backend service and mobile app updates. Another project involved adding a product feature that also required interface changes and corresponding 3rd party / processor system updates.
  • Collaborated closely with Developers, QA and Product Owners, IT stakeholders on backlog management, prioritization, re-balancing work and sprint planning for continuous delivery of features.
  • Maintained and monitored team deliverables via Jira board.
  • Educated and reinforced scrum methodology to team members and stakeholders.
  • Led and directed work of two scrum teams in different locations and time zones, helped resolved cross functional change conflicts to resolution and ensured sprint work is completed and delivered in time.
  • Led distributed teams in delivery of new client website project, resulting satisfied partner and earned great reviews for Green Dot.
  • Captured and managed project risks/blocker issues and execution of risk mitigation/contingency plans and any necessary escalations.
  • Wrote User Stories as needed for specific Dev and QA tasks.
  • Tracked and managed Burn down and other metrics to oversee progress every sprint and protected team from outside work disruption.
  • Designed a grooming ceremony process that's proven to be more effective for a team with members from different locations.
  • Created weekly project status, summary reports and team metrics.
  • Created and maintained team's Dashboard, Confluence related pages and artifacts.
  • Resolved impediments and decreased number of Defects to zero.
  • Lowered team's Churn on consistent basis through efficient planning, risk mitigation and management of scope and capacity.
  • Assisted team with resolution of production issues due to prior back-end experience.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
  • Led distributed teams in delivery of new product and website project which resulted in increased revenue for Green Dot and satisfied customers for partner.
Sr. Application Support Analyst, 09/2012 - 12/2014
Tiaa Beachwood, OH,
  • Responsible for overall production support of all applications and features for Green Dot suite of products.
  • This included card activation, retailer sales and web related issues around Login, verification codes and missing transactions.
  • Triaged issues daily and provided assessment based on impact and criticality.
  • Tasks included data analysis, error tracking and troubleshooting of issues directly impacting customers, GD partners and/or internal stakeholders.
  • Identified root cause or assisted on narrowing it down.
  • Partnered with various Product and Development teams for best resolution on solving larger issues by providing data and analysis.
  • Managed ticket backlog and kept resolution time as short as possible.
  • Propose workarounds to address issues that cannot be immediately fixed.
  • Created and updated team's site pages on Confluence.
  • Created How-To documents for training and reference purposes.
  • Trained team members on areas of expertise.
  • Created and/or revised Jira workflows.
IT Systems Analyst III, 04/2009 - 06/2012
Paycom Software, Inc. Rochester, NY,
  • Performed data analysis, data query and data extraction for various groups.
  • Worked on and managed changes to system interfaces.
  • Created SQL scripts that automated data download for business users.
  • Gathered, analyzed and created business requirement documentation.
  • Translated these into functional specs.
  • Offered solutions to business units that resulted in automation and cost savings.
  • Created test cases/plans and ensured plans conform to the confines of the project schedule and delivered value to business clients.
  • Coordinated and led business unit groups through UAT.
  • Created and published policies, procedures and business operation workflows.
  • Provided daily business unit support and troubleshooting for data and/or system issues.
  • Facilitated and led project related meetings between various groups via conference calls, Live/web meetings, in person or combination of all.
  • Acted as liaison between business/user groups and development group and vendors.
  • This included trouble shooting data and/or system issues plus working with vendors on implementing solutions or fixes.
  • Created and administered SharePoint sites which provided alternative centralized file storage solutions.
  • Coordinated and communicated new projects, system conversion or upgrades to Business Stakeholders.
  • Experience on data importing and resolving field mapping issues.
IT Project Manager, 05/2001 - 03/2009
Foot Locker Port Charlotte, FL,
  • Created project plan, budget, status reports and system/project flow diagrams.
  • Implemented project management methodologies to ensure continuity and conformance to the project scope, charter, baseline plan and budget through internal and corporate process.
  • Managed projects through implementation, quality assurance testing and closing.
  • Managed and coordinated several IT conversion related projects, application upgrades and enhancements to Loan Origination and Servicing systems that streamlined the process and reduced manual process.
  • Performed system administrator functions pre and post conversion/upgrades.
  • This also included IMB's Master Servicing System conversion project from UNIX to Windows.
  • Responsible for the creation and maintenance of system/functional requirements and Use Cases.
  • This included detailed documentations using SDLC process.
  • Created test plans and managed user acceptance testing among cross functional teams to ensure timely production release of a project.
  • Collaborated with Engineering teams including Technical Operations and Business Stakeholders for timely delivery of project.
  • Managed post conversion, Defects and implementation issues.
  • Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
  • Proposed and implemented system enhancements to improve performance and reliability of storage environment.
  • Directed large-scale development and implementation of [Type] and [Type] solutions to meet business needs and build client loyalty.
  • Increased IT productivity, efficiency, agility and responsiveness, leading team of [Number] to design VMware high-availability solution.
  • Oversaw large portfolio of projects to support teams, report progress and influence positive outcomes for key stakeholders.
  • Outlined work plans, determined resources, wrote timelines and generated initial budgets as part of project scope determination.
Bachelor of Science: Business Administration, Computer Information Systems, Expected in 06/1994
California State Polytechnic University - Pomona, CA,

Certified Scrum Master

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School Attended

  • California State Polytechnic University

Job Titles Held:

  • Sr Program Manager
  • Sr. Application Support Analyst
  • IT Systems Analyst III
  • IT Project Manager


  • Bachelor of Science

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