Sr Solution Operations Lead Global Applications Support Technical Architect resume example with 16+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - -
  • IT Governance & Process Standardization
  • Demand Management
  • Office Systems Management
  • Profit and Loss Management
  • Budget Management
  • Agile
  • AIX
  • Automation
  • Budget Management
  • Budgeting
  • Budget
  • Continuous improvement
  • Contracts
  • CRM
  • Clients
  • Customer satisfaction
  • Decision-making
  • Disaster Recovery
  • Edge
  • IBM
  • Leadership
  • Office
  • Enterprise
  • Organizational
  • Performance reviews
  • Policies
  • Predict
  • Processes
  • Profit and Loss
  • Protocols
  • Quality
  • QA
  • Quick
  • Scheduling
  • Siebel
  • SLA
  • Strategic
  • Strategic planning
  • Supply chain
  • Systems Management
11/2006 to 09/2017
Sr. Solution Operations Lead, Global Applications Support / Technical Architect Banner Health Tucson, AZ,
  • Was promoted to manage IT operations at Tyco / JCI to manage global application support team.
  • Managed global team of 55 resources consists of 13 internal, 42 external who are responsible for supporting and delivering solutions on 275+ core business applications that included supply chain, install, service and customer facing applications.
  • Worked closely with business stakeholders to review escalation, visualize, understand their pain points and conducted reviews within team to provide quick solution/work around.
  • Ensured adequate Knowledge Transfer measures have been taken between outgoing and on-boarding external IT service provider teams.
  • Conducted RCAs on critical production failures, informed IT executive leadership about status of activities and tasks that are being performed to restore services back.
  • Transformed teams from plan-build-run operating model to SAFe (Agile) methodology for Salesforce platform.
  • Established QA CoE (Testing Factory) to improve quality of software product being deployed and to support testing automation to support CICD.
  • Lead transformation and transition of 200+ applications to managed service support model to reduce operation cost and standardize support.
  • Implemented policies and standard operating procedures for continuous improvement.
12/2009 to 12/2016
IT Director Johnson Contractors Inc City, STATE,
  • Transitioned to global application service operations leader role to centralize, simplify and standardize support processes for 1000+ applications across multiple regions, using both internal and external teams.
  • Lead global team of 450+ resources comprise of internal employees as well as external contractors, to support applications across different regions and business units.
  • Established centralized operating model that focused on Service Management, Service Transition and Service Operations, thereby streamlining and standardizing end to end support process.
  • Transformed regional IT organizational structure to managed services model that controlled costs while expanding IT skill sets and creating solid relationships with business partners.
  • Key member of team that led vendor consolidation effort to reduce cost, standardize support contracts and achieved $7M cost savings per year.
  • Lead transition of 1000+ applications from internal and external teams to strategic vendor with in 6 months.
  • Planned and provided oversight to ensure smooth transition and communication to business stakeholders.
  • Drove operational excellence in reducing breached tickets by 94%, reduced average age of open tickets by 92%, improved application uptime of all critical applications to 99.9% by implementing SCOM monitoring, Disaster Recovery etc.,.
  • Managed vendor performance through defined KPI's such as SLA management, ticketing trends, incident resolution as well as reduction.
  • Fostered continuous improvement culture, resulting in elimination of 750+ tickets for critical, strategic applications annually through automation and self-service.
  • Established enterprise-wide Major Incident Management process (MIM) to respond and resolve incidents rapidly to minimize business disruption.
  • Established IT Governance to standardize policies and procedure for IT controls across all SOX scope applications.
  • Focused teams on developing innovative and cutting-edge approaches at all levels with effective resource allocation and strategic planning.
  • Created annual budget and developed comprehensive plan to accomplish company objectives while staying within budget.
  • Developed and maintained positive relationships with employees.
  • Analyzed business needs while soliciting customer feedback for process improvements.
  • Established performance goals for each department and provided feedback on methods for reaching those milestones.
  • Optimized processes and supervised 39 employees, including overseeing administration, budgeting, performance reviews, talent development, termination and scheduling protocols.
  • Assisted company executives during decision-making process by compiling daily reports to suggest corrective action.
  • Resolved all issues efficiently, which in turn enhanced customer satisfaction ratings.
  • Collaborated with Stakeholders, Business Partners, Management, Technical SMEs and onsite/offshore supervisors to organize efficient operations and achieve demanding schedule targets.
02/2001 to 11/2006
  • Established support for multiple clients of IBM as part of their professional services.
  • Part of world's largest deployment of Siebel on AIX and traveled international for deployment.
  • Lead successful rollout of global Siebel release for IBM CRM across all geographies from infrastructure perspective.
  • Trained 10 global resources to utilize their skills during off shift and implemented DR services to various clients.
  • Responsible in sizing of all environments to accurately predict future configuration and its impacts.
  • Lead initiative to consolidate all long pending tickets in support queue and co-ordinate effort to clear them or categorize them with scheduled release.
Education and Training
Expected in 1995
Master of Science: Applied Mathematics
Acharya Nagarjuna University - ,
Expected in 1993
Bachelor of Science: Mathematics
Acharya Nagarjuna University - ,
Activities and Honors
  • Telugu Association of Jacksonville Area (TAJA)
  • Advisory Board Member – 2014 to 2017
  • President – 2012 to 2013
  • Treasurer – 2010 to 2011
  • Event Coordinator – 2009 to 2010
  • Patriot Oaks Academy
  • School Advisory Council Member - 2014
  • AWS Fundamentals Specialization.
  • ITIL 4 Foundation.
  • Migrating Business Data to SAP S/4 HANA – New Implementation.
  • Enterprise Architecture in the Era of the Intelligent Enterprise (2020 Edition).
  • BI 4 Platform Innovation and Implementation.
  • Microsoft Certified Systems Engineer Volunteer Experience.
  • North South Foundation.
  • Jacksonville Regional Operations – 2015 to Present.

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Resume Overview

School Attended

  • Acharya Nagarjuna University
  • Acharya Nagarjuna University

Job Titles Held:

  • Sr. Solution Operations Lead, Global Applications Support / Technical Architect
  • IT Director


  • Master of Science
  • Bachelor of Science

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