Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - - -
Poised IT Professional with over decade of experience in Business Analysis, Quality Assurance, Project Management and Coordination, Business Relationship Management, Vendor Management & Customer Service.  Strong leadership, entrepreneurial, analytical and problem solving skills honed through years of worClaire in all types of organizations from small start-ups to large corporations.  Experienced in all phases of Project Management including project initiation, planning and design, executing (leading on-site and overseas development teams), monitoring and controlling, and project closing (implementation and post-implementation support). Strong problem identification & resolution skills as well as the ability to foster a spirit of cooperation across cross-functional teams.  Solid background in the software development life cycle (SDLC) in business analysis and program/process management roles.  Technical strengths include co-leading projects using Waterfall and Agile software development methodologies. Enthusiastic, strong written and verbal communication skills, flexible, able to encourage others to work cooperatively.

Core Competencies
Quality Driven, Project Development/Management, Customer Focused,   Results Oriented, Personnel Management, Analytical/Strategic ThinClaire,   Team Leadership & Collaboration, Time Management, Active Learning, Computer Proficiency, Customer Needs Assessment, Customer Service, Data Collection, Data Entry, Documentation, Executive Management Support, Internet Research, Minute TaClaire, Multi-Task Management, Organizational Skills, Prioritization
11/2012 to Current
Staff Business Applications Analyst Ul Mounds View, MN,
  • Perform the analysis, design and documentation of system requirements.
  • Create integration test plans and test cases.
  • Assist the Business Relationship Manager in the preparation of user test, user documentation and training material.
  • Spearhead global weekly Change Control Board meetings relating to all SFDC (CARE/SELL) production defects, enhancement requests and process changes.
  • Coordinate all activities of the off-shore and local project team members and ensure that project tasks are completed by: scheduling and facilitating project-related team meetings, communicating action steps to team, and delivering weekly status reports to project team, the client and management.
  • Salesforce Sell and Care Administrator.
  • Translate new process designs and requirements into usable systems-related information, provide analytical support to business clients, and ensure business solutions (both manual and automated components) support the targeted business needs.
  • Ensure business solutions do not have negative impact on interdependent systems.
  • Responsible for ensuring appropriate resources assigned to the project, which included solving staffing conflicts and identifying different staffing solutions for delivering the work.
  • Managed and controlled project scope and the change control process to ensure the enhancement or project is delivered on time, with zero defects, and meets the requestor's requirements and satisfaction levels and within budget with on and offshore development teams.
  • Provide Tier 2 support to the business unit by targeting root cause of the problem, developing the resolution, and overseeing the implementation of the correction to ensure it is properly done.
  • Evaluate and make recommendations regarding continuous improvement of internal and external processes/procedures.
  • Participated in quarterly Business Operations Planning workshops to review ideas or suggestions for improvements on regarding KSI planning, Contract Management, Risk/Upside tracClaire, Top Management Reporting, etc.
  • Participate in user specification gathering sessions; create comprehensive functional specifications.
  • Assist Business Relationship Manager in identifying requirement priorities and track future phase requirements.
  • Ensure the business community is effectively trained in the use of the assigned applications/systems.
  • Provide 24/7 Tier 2 support for 3 mission critical IT applications.
07/2011 to 11/2012
Program Manager American Systems Quantico, VA,
  • Worked closely with IT and other Business Program Managers to develop both short and long term technology strategies that would deliver value-added systems and enhancements used by internal and external customers.
  • Managed and directed quarterly enhancement releases to enhance Contract Management processes, Global Customer Portal Case TracClaire System, delivery of Product Documentation & Product Software to external customers, Sales & Marketing content & Global Training Learning Management System.
  • Identified gaps in business processes and developed contingency plans to close the gaps.
  • Participated in the evaluation of vendor qualifications and product proposals to determine acceptability of offers, based on formal bid solicitations.
  • Provided technical assistance in specifying IT work requirements, product specifications, conducting market surveys and evaluating vendor quotes.
  • Drafted training material and communication announcements for the Supply Chain, Global Sales & Marketing and Training & Services departments.
  • Responsible for negotiating the scope of the IT projects, plan and direct the work, maintain the schedule, tracClaire and reporting on the progress of the project to management and quality assurance.
  • Maintained project deliverables, dependencies, time lines and key milestones.
  • Wrote business cases which included costs, benefits, timetables and implementation strategies.
  • Negotiate with and influenced others to gain their commitment to pursue new initiatives and technologies.
  • Analysis of the effectiveness of existing systems including the feasibility of pursuing alternatives for improvements to the system.
  • Led the migration of e-Room to SharePoint 2010 for approximately 300 sites and 5000 customers.
  • SAP Security & Control Best Practices Rep for Sarbanes-Oxley for the Global Sales & Marketing and Supply Chain departments.
  • Provide 24/7 Tier 2 support for 3 mission critical IT applications.
02/2007 to 07/2011
Senior Systems Specialist Emcor Group, Inc. Jacksonville, FL,
  • Responsible for proactively building worClaire relationships with business partners (Sales & Marketing, Training (Product and Internal Training, Supply Chain, Trade Compliance, Professional Services, Legal and HR) to identify opportunities for improvement.
  • Interacted with business stakeholders to elicit and verify business requirements through formal and informal sessions; ask probing questions to promote full understanding of the scope and scale of the business needs.
  • Ensured solutions aligned with business requirements by documenting, prioritizing and creating burn-down metrics for system defects.
  • Led Core Team meetings, drafted meeting minutes and ensured action items were captured and assigned.
  • Served as Lead Quality Assurance Tester for quarterly enhancement releases for the Global Enterprise Customer Portal, SharePoint, Case TracClaire System, Remedy, Documentum, Integrated Global Deal Proposal, and e-Commerce in-house hosted applications.
  • Assisted the IT NetworClaire Team in upgrading the Wireless Application Protocol (WAP).
  • Assisted the Unified Communications team with upgrading SharePoint 2007 to SharePoint 2013.
  • Provide 24/7 Tier 2 support for 3 mission critical IT applications.
10/2000 to 02/2007
Systems Administrator Coriant Operations Inc City, STATE,
  • Resolved Remedy helpdesk tickets received by internal and external end users of and intermediate complexity based on service level agreements with a satisfaction rate of 96.5 or higher.
  • Prepared customer content usage, call volume and customer service metrics.
  • Served on IT focus groups for ISO9000 process improvement initiatives.
  • Provide 24/7 Tier 2 support for 3 mission critical IT applications.
  • Salesforce(Sale & Care), Salesnet, SAP, Microsoft Office Suite, Remedy, IBM Rational Clear Quest, SDLC, SharePoint (Designer, Workflow, InfoPath), ITIL, Agile, WebEx, Lync, Jabber, EMC Documentum, ETQ, Clicktools
Education and Training
Expected in 2001
Bachelor of Science: Business Management
Robert Morris University - Chicago, IL
Activities and Honors
Delta Sigma Theta Sorority, Inc.
Business Professionals of America

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Resume Overview

School Attended

  • Robert Morris University

Job Titles Held:

  • Staff Business Applications Analyst
  • Program Manager
  • Senior Systems Specialist
  • Systems Administrator


  • Bachelor of Science

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