Jessica Lavigne
Saint Paul
Summary
Experienced and results-driven Technology Operations Manager with over 10 years of expertise in the technical field. Encompassing leading support teams, resolving complex technical issues, and enhancing customer satisfaction. Proven ability to manage high-performing teams, streamline support processes, and implement effective troubleshooting strategies. Adept at strategic planning, project management, and fostering strong stakeholder relationships to achieve organizational objectives, while also fostering a positive team environment, providing professional development opportunities, and ensuring consistent delivery of exceptional support services. Skilled in leading and mentoring diverse teams, promoting a collaborative and inclusive work environment, and driving professional development. Strong communicator with excellent problem-solving abilities, conflict resolution skills, and a proactive approach to managing change. Committed to leveraging technical expertise, leadership acumen, and interpersonal skills to deliver exceptional results in fast-paced, high-stakes environments.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Technology Operations Manager
Bremer Bank
Lake Elmo
07.2023 - Current
- Directed a support team responsible for maintaining the largest application portfolio among peers, ensuring continuity and stability during organizational transitions
- Acted as a 'working manager,' providing hands-on support for critical applications while onboarding and training new team members
- Recruited and onboarded new team members, fostering integration and productivity
- Played a key role in the hiring process, providing input that led to successful hires for leadership and technical roles
- Designed and implemented training programs to upskill team members in automation and cloud technologies
- Created a cross-training framework to improve coverage and team agility across key application areas
- Led technical initiatives, including the selection of automation tools and participation in strategic projects, driving organizational efficiency and innovation
- Contributed expertise to multiple application modernization and infrastructure migration efforts
- Partnered with internal stakeholders and external vendors to align on governance, performance, and strategic initiatives
- Engaged in cross-functional committees and triage teams to promote collaboration and resolve complex issues
- Oversaw the remediation of risk findings and implemented practices to ensure compliance across the application portfolio
- Led efforts to resolve thousands of technical issues, enhancing operational stability and efficiency
- Provided consulting and guidance on cloud migration strategies, preparing teams and infrastructure for cloud-based systems
- Managed sensitive employee situations, partnering with HR to handle decisions professionally and respectfully
Senior Solutions Engineer
Bremer Bank
Lake Elmo
05.2016 - 07.2023
- Architected, designed, documented, and implemented over 75 3rd party applications
- Established automated deployment for 160 branch server migrations which saved over 300 hours of after-hours work
- Implemented automation for software installation and maintenance
- Collaborated with vendors to troubleshoot and resolve advanced problems
- Collaborated with outside departments to implement system-wide improvements
- Performed regular maintenance and testing to service and optimize complex computer systems, applications and environments
- Provided application and architectural support to internal business users in 24/7 uptime environment
- Deploy monitoring solution for apps/infrastructure devices
- Monitor and respond to alerts within production environments
- Deploy and configure operational automation
- Document support policies of on-boarded apps
- Document best practices in operational troubleshooting
- Lead operational readiness of Projects for on-boarding new applications
- Collaborate with various internal Information Technical departments on incident resolution
- Collaborate with various resources within IT and business departments to complete projects
- Performed root cause analysis and general troubleshooting
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
- Patched software and installed new versions to eliminate security problems and protect data
Solution Center Specialist II (IT Help Desk)
Bremer Bank
Lake Elmo
03.2015 - 05.2016
- Conducted employee training, support and documentation to all team members for provisioning various applications within the organization
- Explained technical information in clear terms to promote better understanding for non-technical users
- Patiently walked individuals through basic troubleshooting tasks
- Provided basic end-user troubleshooting and desktop support
- Managed customers' expectations of support and technology functionality in order to provide positive user experience
- Provide security administration for core banking applications
- Lead New Employee Orientation class for all new employees and help train new employees with generic technologies and best practices
- Compiled and accurately entered data for each customer encounter to record in system
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Researched product and issue resolution tactics to address customer concerns
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team
- Exceptional troubleshooting skills
- Customer service
- Technical knowledge
- Analyzed issues to identify troubleshooting methods needed for quick remediation
- Configured hardware and granted system permissions to new employees
Solution Center Specialist (Operational Help Desk)
Bremer Bank
Lake Elmo
04.2011 - 03.2015
- Answered product and service questions
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Maintained up-to-date knowledge of product and service changes
- Internal Customer Service
- Troubleshooting application problems
- Operational workflow assistance
- Business Process and Vendor assistance
- Extensive knowledge on internal products and services
- Followed through on all critical inter-departmental escalations
- Resolved technical and operational issues over phone with internal customers daily
- Trained new personnel regarding company operations, policies and services
Retail Loan Post Closing
Bremer Bank
Lake Elmo
03.2008 - 04.2011
- Reviewed retail loan documents after onboarding to make sure in compliance with bank regulations
- Knowledge of all retail and Private Client loan products and compliant regulations
- Managed disbursements, cut and processed checks and mailed correspondence
- Checked accuracy and completeness of all paperwork
- Prepared and reviewed buyer, seller, HUD and other transaction documents
- Worked with warehouse banks to manage shipment of collateral documents
- Reviewed and validated details of loan applications and closing documentation
- Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories
- Consulted with outside vendors to identify and resolve loan closing issues
- Sent in recording documents to obtain proper collateral on loans
- Identified issues, analyzed information and provided solutions to problems
- Learned new skills and applied to daily tasks to improve efficiency and productivity
- Worked reports within department
Loan Administration– Retail Upload Lead
Bremer Bank
Lake Elmo
04.2003 - 03.2008
- Uploaded loans onto core banking systems
- Disbursed loan funds and cut checks accordingly
- Handled inquiries and discrepancies regarding loans and payments
- Used generated reports to clean up old loan account discrepancies
- Compiled data and reviewed information for accuracy prior to input
- Scanned documents and saved in database to keep records of essential organizational information
- Corrected data entry errors to prevent duplication or data degradation
- Added documents to file records and created new records to support filing needs
- Evaluated source documents to locate needed information
- Increased data-entry productivity by maintaining detailed logs of data projects, identifying issues and improving them
Education
Cosmetology License -
Minnesota School of Cosmetology
Saint Paul, MN06.2005
College - General Studies
Winona State University
Winona, MN05.2003
General diploma -
Tartan High School
Oakdale, MN06.2002
Skills
- Service Now
- Automic(Automation Engine, UC4)
- Jira
- TEAMS
- Microsoft Windows Server
- FIS – IBS Insight Applications
- Powershell
- Microsoft Office
- Office 365
- Active Directory
- DataDog
- NetIQ
- Application Servers
- Web Servers
- Monitoring and Management Servers
- Power Automate
- Foxtrot
- Customer and Vendor Support
- Desktop and Laptop Support
- Server Technologies
- Incident Management
- Provisioning and Access Management
- 3rd Party Application Support
- Application installations
- Hardware and software installation
- Technical Writing
- Vendor Engineering experience
- FIS - IBS Application Support
- IT Infrastructure Planning
- Technical issues analysis
- Performance Optimization
- Root cause analysis
- Process improvement
- Support system management
Certification
AWS Certified Cloud Practitioner
Personal Information
Title: Technology Operations Manager
Technical Profile
- Service Now
- Automic(Automation Engine, UC4)
- Jira
- TEAMS
- Microsoft Windows Server
- FIS – IBS Insight Applications
- Powershell
- Microsoft Office
- Office 365
- Active Directory
- DataDog
- NetIQ
- Application Servers
- Web Servers
- Monitoring and Management Servers
- Power Automate
- Foxtrot
- AWS Cloud Practitioner Certified
Timeline
Technology Operations Manager
Bremer Bank
07.2023 - Current
Senior Solutions Engineer
Bremer Bank
05.2016 - 07.2023
Solution Center Specialist II (IT Help Desk)
Bremer Bank
03.2015 - 05.2016
Solution Center Specialist (Operational Help Desk)
Bremer Bank
04.2011 - 03.2015
Retail Loan Post Closing
Bremer Bank
03.2008 - 04.2011
Loan Administration– Retail Upload Lead
Bremer Bank
04.2003 - 03.2008
Cosmetology License -
Minnesota School of Cosmetology
College - General Studies
Winona State University
General diploma -
Tartan High School