svp technology operations executive 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 motivated Sales Associate with extensive customer service and sales experience. Outgoing sales professional with track record of driving increased sales, improving buying experience and elevating company profile with target market.
Skill Highlights
  • 25 years exp in Financial Services and Technology
  • Strong process and organizational methodologies
  • Excellent written and verbal communication skills
  • Director and leader of innovation and strategy
  • 10+ years experience staffing and managing global teams
  • Proven talent development
  • Self-motivated and results driven
  • Six Sigma Green Belt and ITIL Foundation certified
  • Extensive problem solving and analytical capabilities
  • Expert reporting and presentation abilities
Core Accomplishments
Professional Experience
SVP, Technology Operations Executive, 08/2001 to Current
Charter SpectrumCentennial, CO,

Manage the start-up, staffing, and process definition for a global team of level 1 and level 2 support teams responsible for the application and infrastructure operations for Banking Centers, Contact Centers and Fraud and Claims Line of businesses. Provide ongoing identification, triage, resolution, and prevention of production impacting incidents. Also, interface daily with senior bank executives within operations and business support units to deliver critical updates and strategize direction.

SVP, Sr. Technical Manager: Manage a global team of 50+ level 2, support resources, supporting over 30 client/server and web applications used by over 5700 banking centers. During my tenure, administered a major realignment of resources to support a conversion of a primary application, implementation of several net new applications, created and implemented several associate development and satisfaction measurement and improvement programs, and partnered with business leadership to drive error reductions and improve customer experience.

VP, Sr. Technical Project Consultant: Collect, analyze and provide lead technical expertise to three channel availability Management By Fact (MBF) projects by leveraging Six Sigma tools and Green Belt methodologies to identify opportunities for increasing technology effectiveness and system availability within bank-owned and vendor applications. Also, facilitate on-going project meetings, track action items to resolution, measure impact of incident counter measures, and prepare and deliver MBF results in detailed report-outs to senior BOA technology executives.

VP, Team Manager: Manage two production support teams providing support for over ten applications including web, DOS, mainframe, and GUI applications running in a client-server environment on multiple operating systems and in support of multiple facets of the bank's product and service delivery channels. Apply the Standard Software Process (SSP) and Problem Management Process (PMP) to the detection, analysis, documentation, testing, and correction of production incidents. Perform hands-on leadership with development, testing, implementation, and business partner teams to walk break-fix projects through the SDLC.

VP, Senior Business Analyst: Provide technical support for Bank of America's front-end application operating in OS2, NT, Windows 2000, and Windows XP environments. Primary responsibilities include researching issues, tracking defects, and preparing specifications for defect correction by an outsourced vendor.

Contractor, Certification Analyst: Perform certification testing of front-end application by creating test plans and scripts, running mock deposit and loan account set-ups, performing calculator verifications, generating and verifying forms, and reporting, researching and tracking defects. Methods of testing include functional, unit, regression, and systems integration.

Quality Assurance Analyst, 06/2000 to 08/2001
IemArlington, VA,
Position entailed system analysis and testing of the full life-cycle development of a complex and dynamic, packaged goods, order processing, software program that integrates both Electronic Data Interchange (EDI) and web-entered orders into a PROGRESS database within a UNIX environment. Responsibilities included creating test plans, preparing test data, monitoring UNIX scripts and processes, writing task specific automated test scripts, documenting results, and interacting with developers to create design-requirements, resolve issues and formulate product enhancements. In addition, used ANSI X12 standards to integrate and generate EDI transactions into a translation/rules engine for B2B data exchange. Also, created inbound and outbound mappings, set filters, and ensured database integrity. Specific testing strategies included regression, black box, white box, load, stress, and benchmark testing. Additional areas of testing and responsibilities involved debugging PROGRESS and XML code, identifying ASP, HTML and VB issues, forms generation, data mining, data warehousing, deployment of programs to a production environment, reviewing current and potential testing methodologies, and reporting product deficiencies and potential enhancements using a defect tracking tool.
Database Designer/Technical Support Specialist, 04/1999 to 05/2000
D.R. Horton, Inc.Fresno, CA,
Responsible for designing, testing, and maintaining automated platform database systems for small to mid-size banks. Specific skills included meeting with customers to determine system requirements, creating and designing forms, engineering the flow of forms to group forms and transactions, database maintenance, transaction engineering, detailed logic programming, in-depth testing evaluations, and report generation, Also, worked with bank personnel to identify products, form vendor selections, and interface applications, as well as perform platform reviews and software demonstrations. After installation, ensured customer satisfaction created software upgrades and technical support. Technologies used included OO Design, Sybase, SQL, Crystal Reports, Delphi, and Co-Pilot Financial Software Design Studio.
Software Tester, 11/1998 to 04/1999
CorvelPensacola, FL,
Responsible for testing software applications including network monitoring software, e-mail client/server software, and ftp software on Windows 95/98 and NT platforms. Testing included both GUI and web interfaces including all related protocols: HTTP, SNMP, TCP/IP, LDAP, IMAP, and POP3. Created test plans, documented results, and reported defects.
Assistant Branch Manager, 02/1996 to 11/1998
Kennelwood IncBallwin, MO,
Position entailed all aspects of staff management including staff selection, performance reviews, in-branch promotions, conducting weekly sales and monthly security meetings, auditing teller cash drawers, and handling day-to-day operations. In addition, I serviced customers by identifying customer deposit and loan needs, matching those needs to bank products and services, and administering a positive marketing and sales agenda. Specific responsibilities include opening and assisting customers in daily maintenance of all deposit and loan accounts, tracking and managing both profitable and non-profitable accounts, generating and analyzing branch reports, processing and documenting loan applications, performing monthly branch audits, and all other administrative tasks.
Administrative Assistant, 09/1991 to 06/1995
Raytheon Engineering, IncCity, STATE,
Responsibilities included providing administrative support to the Resident Manager and Contract Administrator for a $209 million Architect/Engineering subcontract administered by Westinghouse Savannah River Company. Specific position responsibilities include collecting and compiling data for the issue of task orders to the subcontractor, administering changes to the scope, cost, and schedule of active tasks, preparing monthly subcontract reports for presentation to the US Department of Energy, and providing day-to-day interface between the contractor and subcontractor personnel to assure compliance with government guidelines and procedures. Additional responsibilities included developing and administering a system to track the allotment of funds to the subcontractor within a complex accounting system and maintaining oversight of monthly invoices and accruals.
Customer Service Representative, 06/1988 to 08/1991
First American Bank Of VirginiaCity, STATE,
Providing customer service to meet customer needs while simultaneously promoting bank products and services. Specific responsibilities included stocking the branch with all essential supplies, processing loan applications and preparing loan documentation, and opening and servicing customer accounts.
Bachelor of Science: Computer Science, Mathematics, Expected in
Augusta State University - Augusta, Georgia
Bachelor of Science degree in Computer Science with a minor in Mathematics December 1999 Augusta State University, Augusta, Georgia

Six Sigma Green Belt

ITIL Foundations

Professional Affiliations

Technology Association of Georgia

Women in Technology

Documentation, Testing, Operations, Test Plans, Satisfaction, Technical Support, Client/server, Graphical User Interface, Gui, Microsoft Windows, Associate, Claims, Client-server, Dos, Facets, Fact, Fact Erp, Front End, Front End Design, Front-end, Integration, Integrator, Mainframe, Pmp, Sdlc, Six Sigma, Six-sigma, Staffing, Systems Integration, Ups, Windows 2000, Windows Xp, Documenting, Maintenance, Accounting, Administrative Assistant, Administrative Support, Invoices, Million, Customer Accounts, Customer Service, Customer Service Representative, Excellent Multitasker, Loan Documentation, Receptionist, Retail Sales, Simultaneously, Stocking, Administrative Tasks, And Sales, Auditing, Audits, Cash, Marketing, Sales, Sales And, Security, Weekly Sales, Database, Ansi, Ansi X12, Asp, Assurance Analyst, Automated Test Scripts, B2b, Black Box, Data Mining, Data Warehousing, Deployment, Edi, Electronic Data Interchange, Exchange, Html, Inbound And Outbound, Order Processing, Production Environment, Progress, Progress Database, Quality Assurance, System Analysis, Test Scripts, Unix, White Box, Xml, Crystal Reports, Database Systems, Delphi, Oo, Software Design, Sql, Sybase, Excellent Written, Excellent Written And Verbal Communication Skills, Financial Services, Itil, Problem Solving, Talent Development, Written And Verbal, Ftp, Http, Imap, Ldap, Network Monitoring, Pop3, Snmp, Software Tester, Tcp, Tcp/ip, Windows 95, Mathematics

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Resume Overview

School Attended

  • Augusta State University

Job Titles Held:

  • SVP, Technology Operations Executive
  • Quality Assurance Analyst
  • Database Designer/Technical Support Specialist
  • Software Tester
  • Assistant Branch Manager
  • Administrative Assistant
  • Customer Service Representative


  • Bachelor of Science

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