Jennifer Donnell
Oklahoma City,OK
Summary
Results-driven Director of Information Technology with expertise in IT infrastructure management, budgeting, and project management. Proven track record of leading cross-functional teams to enhance operational efficiency and drive strategic initiatives.
Overview
26
26
years of professional experience
Work History
Director of Information Technology
Bancfirst Corp Ok
09.2021 - 06.2026
- Led technology strategy development to align with organizational goals and enhance operational efficiency.
- Managed IT infrastructure upgrades, ensuring seamless integration with existing systems and minimal downtime.
- Directed cybersecurity initiatives, implementing protocols that strengthened data protection and compliance efforts.
- Oversaw vendor relationships, negotiating contracts to optimize service delivery and cost-effectiveness.
- Developed IT policies and procedures, fostering a culture of accountability and best practices across departments.
- Collaborated with cross-functional teams to assess technology needs and deliver tailored solutions for business units.
- Mentored IT staff, providing guidance on professional development and performance improvement strategies.
- Developed, tracked, and controlled information technology operating budgets and cost and benefit analyses for IT spending initiatives.
- Fostered positive working environment that encouraged innovation, collaboration and accountability and managed end-user needs with functional and security responsibilities.
- Fostered a culture of collaboration within the IT team through regular meetings, open communication channels, and cross-functional project engagements.
- Led the migration of legacy systems to cloud-based infrastructure, resulting in increased scalability and ease of access for remote employees.
- Spearheaded the adoption of advanced analytics tools within the organization, enabling data-driven decision making and increased competitive advantage.
- Developed a comprehensive IT strategy aligned with business objectives to support organizational growth and drive innovation.
- Developed and implemented technical application support and information technology policies and procedures that advanced investment needs, outcomes and performance measurements to balance continuous innovation with responsible risk-taking.
- Developed and maintained service level agreements for strategic applications and measured performance against objectives.
- Streamlined IT operations by implementing efficient processes and automation tools, leading to reduced downtime and improved productivity.
- Introduced agile methodologies for project management within the department, leading to faster development cycles and increased responsiveness to changing business needs.
- Established performance metrics for the IT department to monitor progress against objectives, enabling continuous improvement initiatives.
- Stayed abreast of technology advancements, emerging standards, and IS regulations to meet strategic technology goals.
- Championed digital transformation initiatives across the organization by promoting the adoption of new technologies that enhanced operational efficiency.
- Developed cross-functional relationships with other departments to better understand their technology needs and deliver tailored solutions that supported business objectives.
- Analyzed department and job-related functionality requirements to align technology priorities with business needs.
- Deployed, monitored and maintained system installation, upgrades and network integration.
- Optimized IT budget allocation by identifying cost-saving opportunities and reallocating resources towards high-impact projects.
- Promoted employee skill development by creating targeted training programs that addressed both current needs and future technology trends within the industry.
- Ensured seamless network connectivity between offices in different locations through proper planning and deployment of robust infrastructure solutions.
- Prioritized framework to evaluate technology and regulate communication with business stakeholders.
- Championed best practices in information management while maintaining a focus on continuous improvement to drive operational excellence throughout the organization.
- Identified opportunities for application optimization, redesign and development and troubleshot and resolved user and application issues.
- Successfully managed large-scale IT projects from inception through completion while adhering to strict timelines and budget constraints.
- Managed technology vendor relationships effectively, ensuring timely delivery of products and services while maintaining cost controls.
- Cultivated highly-regarded technology services organization that sustained culture of respect, collective pride and individual and group professional development.
- Oversaw the selection, implementation, and integration of new enterprise software applications that streamlined business processes across multiple departments.
- Implemented and maintained technology and software budget.
Application Support Manager
Bancfirst Corp Ok
10.2013 - 09.2021
- Led application support team to enhance system performance and reliability.
- Developed streamlined processes for incident management and resolution tracking.
- Coordinated cross-functional teams to implement software updates and enhancements.
- Analyzed user feedback to identify areas of improvement in application usability.
- Mentored junior staff on troubleshooting techniques and best practices in support services.
- Implemented training programs to improve knowledge of applications among support personnel.
- Established key performance indicators to measure support effectiveness and drive results.
- Collaborated with IT leadership to align application strategies with organizational goals.
- Collaborated with development teams to identify root causes of recurring issues, resulting in more stable applications for end users.
- Championed the adoption of agile methodologies within the support team, promoting collaboration and iterative problem solving.
- Managed cross-functional teams for efficient application maintenance, ensuring optimal performance and minimal downtime.
- Led efforts in migrating legacy applications to modern platforms while preserving essential functionality for uninterrupted business continuity during transitions.
- Identified opportunities for automation within support processes, streamlining operations while maintaining high-quality service standards.
- Conducted thorough risk assessments before deploying major updates or changes to production environments, minimizing potential disruptions to business operations.
- Established strong relationships with stakeholders, regularly communicating updates on application status and improvements.
- Implemented ITIL best practices to streamline incident management, reducing response times and improving overall quality of support.
- Established a robust change management process to minimize disruptions caused by application updates or modifications.
- Conducted regular team meetings to review performance metrics, fostering a culture of continuous improvement within the department.
- Provided advanced technical assistance to other departments, showcasing expertise in various enterprise applications and systems.
- Oversaw vendor relationships for third-party software solutions, ensuring seamless integration into existing systems and workflows.
- Enhanced user satisfaction with timely resolution of software issues, providing excellent customer service and communication.
- Implemented and maintained technology and software budget.
- Managed life cycle replacement of hardware and software.
- Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Coordinated secure system access of users to various department systems and platforms.
- Liaised with other departments to minimize network interruptions and possible downtimes.
- Analyzed network security and current infrastructure, assessing areas in need of improvement.
- Wrote strategic business plans outlining need for departmental information technology resources.
Technical Support Manager
Bancfirst Corp Ok
12.2011 - 10.2013
- Led technical support team to resolve customer issues efficiently and effectively.
- Implemented process improvements that enhanced service delivery and reduced response times.
- Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
- Streamlined support processes for improved efficiency and faster response times.
- Established protocols for escalated support issues, ensuring timely resolution and customer satisfaction.
- Developed training programs to enhance team knowledge of system updates and tools.
- Mentored staff on troubleshooting techniques and customer interaction best practices.
- Mentored junior support staff, fostering a culture of collaboration and learning within the team.
- Analyzed support metrics to identify trends and inform strategic decisions for service enhancements.
- Collaborated with cross-functional teams to ensure seamless integration of new technologies.
- Collaborated with cross-functional teams to identify and resolve systemic product issues.
- Managed vendor relationships to optimize software tools used in technical support operations.
- Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members.
- Improved customer relationships through proactive communication and follow-ups on resolved issues.
Senior Technical Support Engineer
Bancfirst Corp Ok
01.2009 - 12.2011
- Resolved complex technical issues for banking applications, ensuring minimal disruption to services.
- Implemented process improvements that reduced ticket resolution time and improved customer satisfaction scores.
- Managed escalated support tickets, liaising with cross-functional teams to deliver timely resolutions.
- Collaborated with software development teams to troubleshoot and optimize system functionalities.
- Conducted root cause analysis on recurring technical problems, driving strategic solutions for long-term fixes.
- Streamlined troubleshooting processes for improved issue resolution times and minimized downtime.
- Led initiatives to enhance system monitoring tools, increasing proactive incident management capabilities.
- Increased customer satisfaction by efficiently resolving technical issues and providing exceptional support.
- Provided training and mentorship to junior support engineers, enhancing team competency and performance.
- Developed and implemented training materials for new hires, resulting in faster onboarding and increased productivity.
- Developed technical documentation and knowledge base articles, streamlining information access for support staff.
- Spearheaded internal initiatives aimed at improving overall support performance metrics across the organization, leading to increased client satisfaction scores year-over-year.
- Maintained strong relationships with key clients through regular communication and personalized support strategies.
- Led a team of junior engineers, ensuring timely delivery of high-quality support services to clients.
- Proactively identified trends in technical issues, implementing preventative measures to reduce future occurrences.
- Reduced ticket response time by automating routine tasks and optimizing workflows within the support team.
- Established a culture of continuous improvement within the support team by regularly soliciting feedback from colleagues and implementing their suggestions.
- Managed multiple project timelines simultaneously, ensuring all deliverables were met within established deadlines without sacrificing quality or customer satisfaction levels.
- Served as the primary point of contact for escalated issues, collaborating with cross-functional teams to achieve timely resolutions.
Network Administrator
Bancfirst Corp Ok
09.2000 - 01.2009
- Implemented security protocols to safeguard sensitive data and maintain compliance with industry standards.
- Enhanced network security through installation, monitoring, and maintenance of firewalls and antivirus software.
- Managed network infrastructure and ensured system reliability across multiple locations.
- Led troubleshooting efforts to resolve connectivity issues, minimizing downtime and enhancing user experience.
- Resolved network device issues to ensure uninterrupted network performance.
- Supported IT staff in troubleshooting technical issues and effectively closing support calls.
- Conducted regular assessments of network performance, identifying areas for improvement and implementing strategic enhancements.
- Improved network efficiency by implementing and managing system updates and patches.
- Monitored system performance and responded to alerts.
- Maintained network hardware and software and monitored network to support network availability to end users.
- Executed upgrades and migrations of network hardware, improving overall performance and capacity management.
- Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system.
- Collaborated with cross-functional teams to design scalable solutions that aligned with organizational goals and objectives.
- Developed and maintained documentation for network configurations, procedures, and policies to streamline operations.
- Mentored junior staff on networking best practices, fostering skill development and knowledge sharing within the team.
- Reduced downtime with proactive identification and resolution of IT issues.
Education
Bachelor of Science - Management Information Systems
Oklahoma State University
Stillwater, OK05-2000
Skills
- Infrastructure management
- Asset management
- IT budgeting
- Project management
- Vendor management
- Support management
Timeline
Director of Information Technology
Bancfirst Corp Ok
09.2021 - 06.2026
Application Support Manager
Bancfirst Corp Ok
10.2013 - 09.2021
Technical Support Manager
Bancfirst Corp Ok
12.2011 - 10.2013
Senior Technical Support Engineer
Bancfirst Corp Ok
01.2009 - 12.2011
Network Administrator
Bancfirst Corp Ok
09.2000 - 01.2009
Bachelor of Science - Management Information Systems
Oklahoma State University