Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:

Seeking an opportunity to use my diverse IT supplier contract and service management skills to make a significant contribution to an IT infrastructure services offering.

  • Experienced IT contracts negotiator
  • Excellent communication skills
  • Possess critical thinking skills
  • Strong research & analytical abilities
  • Understand confidentiality
  • Solid organizational habits
  • Achieved $5M in contract savings through careful evaluation of supplier options & pricing structures.
  • Developed a successful customer advocacy program to significantly improve Verizon's relationship with the customer's regional IT groups.
Third Party Vendor Manager, 08/2008 - Current
Exelon Jefferson City, MO,
  • Manage the contract renewal efforts for third party vendor maintenance and software licensing agreements in support of a multi-million dollar account.
  • Lead RFP negotiations for new contract requirements in partnership with the business owner, legal, sourcing and finance to achieve the best value for the customer.
  • Contract negotiations role: 1) draft business requirements, 2) seek & review competitive bids, 3) negotiate terms & pricing, 4) provide contract cost analysis, 5) Statement of Work gap analysis, 6) recommend options, 7) write the business case for management approvals.
  • Maintain supplier contract summary information in SharePoint to provide key data to a limited team.
  • Collaborate with vendor account managers to identify chronic service delivery issues, their root causes and implement service improvement plans.
  • Manage the business relationship with each supplier; participate in monthly reviews and lead bi-weekly status calls.
Transitional Cross Functional Manager, 05/2007 - 07/2008
Freedom Mortgage Salem, OR,
  • Planned, developed and built the Program Management Office for Verizon at Weyerhaeuser according to the contract requirements for a wide range of key functions; e.g. asset management, logistics, process documentation, finance, circuit provisioning, process documentation, ITIL program, and monthly governance.
  • Worked in tandem with the customer to document process work flows for each function within the program.
  • Transitioned my management duties and processes to a steady state manager.
Sr Business Analyst, 03/2006 - 03/2007
Siemens Business Services @ Microsoft City, STATE,
  • Developed and managed the MSN Global Advertising monthly scorecard containing key metrics used by management to make strategic advertising decisions.
  • Automated five manual processes leveraging Excel & SharePoint, shortening the reporting cycle, improving information accuracy, and creating more time for critical analysis.
Sr Program Manager - Call Center Analyst, 2005 - 11/2005
Siemens Business Services @ Microsoft City, STATE,
  • Used existing scheduling tools and SharePoint to implement new processes that significantly improved Live Meeting call center service levels from 80% to 95% without additional staffing costs.
  • Reduced call center staff absenteeism rate 20% by increasing schedule awareness.
Sr Program Manager - Customer Service Call Center, 09/2001 - 11/2004
Microsoft Corporation City, STATE,
  • Developed and implemented a "real time" monitoring and staffing group for the customer service call center to optimize service levels for 350 agents handling 75K support calls daily for all of Microsoft products.
  • Designed and implemented the first operations center, providing real time KPIs for call center management and staff to reference for operational purposes, improving the customer experience.
  • Created business preparedness processes in collaboration with call center management and IT operations to ensure proper responses to a variety of service impacting issues.
Sr Program Manager - IT Business & Services Manager, 04/1995 - 09/2001
Microsoft Corporation City, STATE,
  • Partnered with purchasing, legal and the IT services management team to develop RFPs for carrier contracts with an emphasis on billing terms and pricing.
  • Managed a $60M annual global IT network budget that required regular collaboration with IT engineering and IT finance to adjust cost forecasting models.
  • Provided monthly worldwide IT infrastructure cost variance analysis to the CIO and his directs, consistently achieving 97% budget accuracy.
  • Consistently attained between 7% & 10% annual cost recoveries (or 15% ROI) from erroneous carrier invoice billing for 70 carriers worldwide.
  • Implemented a usage based cost allocation tool to significantly decrease long distance costs, providing a 20% ROI in its first year.
IT Business Operations Analyst, 04/1993 - 04/1995
CompuCom Systems @ Microsoft City, STATE,
  • Performed monthly IT infrastructure operating expense analysis for the business management team, encompassing cost projections and savings opportunities.
  • Managed annual budget planning activities, data input and spend justification explanations.
Financial Operations Specialist - Contract Labor Accounting, 05/1991 - 04/1993
Boeing Commercial Airplane Group City, STATE,
  • Managed payroll time and payment reconciliation for contract engineers and drafters employed by Boeing temporarily to work on specific commercial aircraft projects.
  • Partnered extensively with multiple contract labor companies to handle billing discrepancies and disputes.
ITIL Version 3.0: Information Technology, Expected in 2012
Omnikron University - Pasadena, CA

ITIL certifications in Foundations, Service Offerings & Agreements, Service Design, Operational Support & Analysis, Continual Service Improvement, Release Control & Validation. Completed Managing Across the Lifecycle course, pending exam for "Expert" certification.

B.S: Business Administration Finance & Marketing, Expected in 1991
Central Washington University - Ellensburg, WA
  • Twelve years of IT contract management and negotiation experience
  • Eight years of telecommunications billing and budget management
  • Ten years of people management experience
  • Advanced Microsoft Office user & solid computing skills
  • ITIL V3 certified

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School Attended

  • Omnikron University
  • Central Washington University

Job Titles Held:

  • Third Party Vendor Manager
  • Transitional Cross Functional Manager
  • Sr Business Analyst
  • Sr Program Manager - Call Center Analyst
  • Sr Program Manager - Customer Service Call Center
  • Sr Program Manager - IT Business & Services Manager
  • IT Business Operations Analyst
  • Financial Operations Specialist - Contract Labor Accounting


  • ITIL Version 3.0
  • B.S

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