jessica claire montgomery street san francisco ca 94105 555 4321000 resumesampleexamplecom professional summary experienced information technology manager well versed infrastructure security crm erp systems resource planning daily operations management forwardthinking strategic leader 30 years experience information technology management recognized costreduction system improvements operational streamlining positive leadership style strong ability simplify technical language simple business terms accomplishments led contributed successful implementation widerange nationwide communication projects including verizon adsl hsi fios getconnected verizon selfservice web portal earned three promotions three excellence awards recognition within 5 years verizon communications implemented systems infrastructure applications 22 customer support centers 10000agents reduced well documented 24m annual customer support cost streamlining technical processes supervised team 23 staff members security planning product development infrastructure development agile framework project lifecycle management requirements analysis detailoriented computer proficiency leadership good listening skills supervision verbal written agile mysql automation networks balance optimization budgets oracle business intelligence policies com processes consultant programming conversion programming 2 cost reduction qualitycontrol core qualifications crm realtime clients requirements analysis client sla customer services software engineering customer support mssql data warehouse ssl detailoriented supervision product development systems design disaster recovery upgrades erp voip government web portal information security written information technology innovation leadership listening managing office windows experience director information technology 032010 current electronic systems innovated saas mobile apps continuity dr services crm erp voip windows azure office 365 supporting 55k residential families 29 remote offices sites 1200 government employees process automation data centers data warehouse design development implementation logical artificial business intelligence systems design development implementation support business analytics including gap analysis earned value roi performance tracking improvements director 082016 012021 car gurus responsible entire services support operation 2nd largest housing authority nation services support include client services operations crm erp systems application developments infrastructure security responsibilities include aspects infrastructure security operations upgrades maintenance reliability support supports oracle yardi mssql mysql big data regulatory ssltls conversion elite legacy systems implemented realtime information security systems business continuity disaster recovery plans overall technology design enhancement upgrades performance lifecycle management support successfully executed implemented personalized automation modules mobile apps data warehouses sr project manager 012010 062016 blackbaud led outsource transformation 3 programming support customer 5 onshore call centers 1 programming 2 customer support centers within 6 months myspacecom supporting 80m subscriber utilizing 31 languages led team software engineering services supported key clients development efforts establishing standards determining specifications creating service operational level agreements sla ola virtualized dfs applications systems saas environment identified opportunities application optimization redesign development troubleshot resolved user application issues developed tracked controlled information technology operating budgets cost benefit analyses spending initiatives reduced overall costs programming networks customer services 63 within 5 months support included 31 languages support m80 subscribers established qualitycontrol measures assignments director 072000 032009 car gurus successfully managed 15 diverse management consultant direct reports managing technology required design implement maintain business intelligence solutions verizon call centers earned 4 promotions 3 individual excellence awards less 5 years developed implemented technical application support information technology policies procedures advanced investment needs outcomes performance measurements balance continuous innovation responsible risktaking led development implementation verizon selfservice web portal crm erp systems generated 83m cost reduction per year alignment processes technical resources designed implemented first nationally standardized kpi measurements scorecard system complied fcc local laws federal regulations data security compliance mandates analyzed department jobrelated functionality requirements align technology priorities business needs focused teams developing innovative cuttingedge approaches levels effective resource allocation strategic planning masters project management george washington university washington dc associate project management mansoura state university mansoura bachelor business administration jessica claire page 2 2 education