Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jennifer Jessen

Forest

Summary

Diligent professional with solid background in supporting and maintaining enterprise applications. Successfully resolved numerous technical issues and contributed to system improvements. Demonstrated problem-solving abilities and effective communication skills.

Experienced with refining written content for clarity and accuracy. Utilizes keen attention to detail, identifying and correcting errors efficiently. Track record of ensuring consistency in style and tone across various documents.

Overview

33
33
years of professional experience

Work History

Application Support Analyst

BWXT Inc.
Lynchburg, VA
01.2017 - Current
  • Created and maintained all application documents including Requirements Definitions, Project Plans, Test Plans, Issues Lists and User Guides.
  • Conducted root cause analysis on recurring incidents to identify opportunities for improvements in application design or support procedures.
  • Maintained strong relationships with stakeholders by providing exceptional service and communication throughout issue resolution process.
  • Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.
  • Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.
  • Collaborated with developers, analysts and project managers to expedite incident resolutions.
  • Managed incident tracking system, ensuring accurate records and timely follow-ups on outstanding issues.
  • Documented procedures for troubleshooting common issues, contributing to a more efficient support process.
  • Contributed to application testing efforts, identifying defects and collaborating with developers on fixes prior to release.
  • Used ITSM to track, maintain and update trouble tickets.
  • Participated in on-site requirements gathering sessions.
  • Assisted in the development of user guides and knowledge base articles for increased self-service capabilities.
  • Participated in on-site requirements gathering sessions and translated client requirements to determine project scope.
  • Evaluated vendor-provided solutions against business requirements ensuring optimal product selection based on functionality fitment.
  • Advised project teams on best practices for application support, contributing to the success of numerous projects and implementations.

IT Project Manager

Norfolk Southern Corp
Roanoke, VA
04.1992 - 09.2016
  • Facilitated communication among team members to solve complex technical challenges efficiently and effectively.
  • Streamlined project delivery by implementing Agile methodologies and improving collaboration among team members.
  • Delivered reliable solutions by overseeing software design, development, testing, implementation, and support phases of IT projects.
  • Managed cross-functional teams to ensure efficient allocation of resources and successful project completion.
  • Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
  • Developed project management roadmap to define project objectives, timelines and milestones.
  • Built and maintained strong relationships with stakeholders, resulting in increased trust and collaboration on future projects.
  • Implemented risk mitigation strategies to minimize potential issues impacting project deadlines or budgets.
  • Coordinated with stakeholders to gather requirements and provide updates on progress throughout projects'' lifecycles.
  • Mentored junior staff in best practices for IT project management, fostering a culture of continuous improvement within the team.
  • Led system integration efforts, working closely with vendors and internal teams to ensure seamless transitions.
  • Optimized internal processes through regular review meetings with team members aimed at identifying areas for improvement.
  • Developed detailed project plans, outlining clear objectives, timelines, and deliverables for IT projects.
  • Managed budgets for multiple projects concurrently, tracking expenses and reallocating resources as needed to stay within budget constraints.
  • Enhanced customer satisfaction with timely deliveries, effective communication, and high-quality results.
  • Championed change management initiatives by incorporating feedback from end-users into future project plans and improvements.
  • Led and managed staff of up to 15 team members engaged in administering complex IT infrastructure.
  • Developed project plans identifying key issues, approaches and performance metrics.
  • Collaborated with external partners for outsourcing tasks when necessary without compromising quality or timeliness.
  • Oversaw quality assurance testing processes, ensuring that all software met organizational standards before deployment.
  • Coordinated with cross-functional teams to resolve project issues and mitigate risks.
  • Provided detailed project status updates to stakeholders and executive management.
  • Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
  • Identified plans and resources required to meet project goals and objectives.
  • Planned, designed, and scheduled phases for large projects.
  • Monitored project performance to identify areas of improvement and make adjustments.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Trained personnel on use of IT tools and applications.
  • Implemented best practices to drive quality IT project delivery.
  • Wrote, updated and maintained project documentation.
  • Communicated project updates to stakeholders at all levels.
  • Assessed and analyzed customer requirements to develop effective IT project plans.
  • Created and implemented contingency plans to address potential risks.
  • Monitored and tracked project progress to support timely completion.
  • Devised test plans to validate accuracy of IT projects.
  • Managed various IT projects to meet deadlines and customer requirements.
  • Partnered with project team members to identify and quickly address problems.
  • Conducted quality assurance to verify accuracy of data used in IT projects.
  • Led cross-functional teams to successfully complete IT projects.
  • Generated reports for IT project progress and performance.
  • Established and enforced project timelines and deadlines.

Education

MBA - Business Administration And Marketing

Virginia Polytechnic Institue And State University
Blacksburg, VA
12-1997

Bachelor of Science - Management Information Systems

Virginia Polytechnic Institute And State Universit
Blacksburg
05-1991

Skills

  • Proofreading experience
  • Strong grammar skills
  • Interpersonal and written communication
  • Consistency checking
  • Patience and focus
  • Reading comprehension
  • Documentation skills
  • Writing improvement suggestions
  • Formatting expertise
  • Clear communication
  • Excellent spelling
  • Cross-departmental collaboration
  • Workflow optimization
  • Project Support
  • Regulatory compliance
  • Content editing
  • Technical writing
  • Spelling mastery
  • Organizational and follow-up skills
  • Multi-tasking and prioritization
  • Spelling expertise
  • Microsoft Word proficiency
  • Grammar
  • Interpreting complex documents
  • Editing and annotating
  • Proofreading
  • Error correction
  • Quality assurance
  • Multitasking
  • Excellent communication
  • Active listening
  • Effective communication
  • Relationship building
  • Team building
  • Task prioritization
  • Interpersonal skills
  • Analytical thinking
  • Quality control
  • Adaptability
  • Written communication
  • Project management
  • Problem-solving aptitude
  • Information verification
  • Data verification
  • Analytical skills
  • Business writing
  • Grammar and punctuation
  • Manuscript editing
  • Content review

Timeline

Application Support Analyst

BWXT Inc.
01.2017 - Current

IT Project Manager

Norfolk Southern Corp
04.1992 - 09.2016

MBA - Business Administration And Marketing

Virginia Polytechnic Institue And State University

Bachelor of Science - Management Information Systems

Virginia Polytechnic Institute And State Universit
Jennifer Jessen