JACK ORLOVE
Associate

EXPERIENCE

01/08 – Present

RBZane Advisory Group LLC                                                                 
Business Continuity Practice Consultant

• Managed delivery of BCM consulting services to clients [Silicon Valley Bank and Commonwealth Central Credit Union].
• Managed engagements to ensure timely completion of deliverables and adherence to project plan and budget.

03/05 – 12/07

Silicon Valley Bank, Santa Clara, CA                                                         
Contractor

• Supported the development of SVB’s newly established Business Continuity Department. 
• Design and deployment of the follow-on Business Impact Analysis (BIA)
• Facilitated development of SVB’s Business Recovery Plans.
• Supported the development of SVB’s newly established Business Continuity Department.  Assignments included building department plans [58] and regional office plans [30], designed and deployed a Business Continuity intranet site, assisting with companywide awareness training, assisting with disaster recovery testing at SunGard,

 03/04 – 02/05

Veritas, Mountain View, CA                                                                   
Contractor

• Contracted to edit and publish eight Disaster Recover Manuals for outside client.

05/03 – 06/03

Deltanet, Inc., San Francisco, CA                                                    
Project Manager [Deltanet acquired Caspian Employees in May of 2003]

• Assigned as project manager for the client, Delta Dental continuing previous Caspian Customer Relations functions for Deltanet and Delta Dental.

01/01 – 04/03

CASPIAN GROUP, San Francisco, CA                                                  
Customer Relations Manager

• Monitored service quality by designing and implementing online surveys.  Planned and conducted client focus groups to gather feedback on opportunities to improve the customer experience.  Acted as liaison between Caspian technical support and client in implementing improvements.  Managed budget for customer relations
• Worked closely with client web team in marketing improvements to customer experience.
• Wrote and implemented Caspian’s Customer Service Manual and designed the Distinguished Service Award.
• Managed the redesign of Caspian’s internal website and supervised ongoing enhancements.
• Supported Account Management and Marketing Department efforts in obtaining new clients by developing/designing new marketing strategies.

10/91 – 10/00

CHARLES SCHWAB, San Francisco, CA                                                  
Senior Manager Reward, Recognition and Event Planning, Brokerage Operations

• Monitored and assessed service performance, quality and effectiveness, identified/implemented appropriate actions to improve services/delivery, managed innovative improvements to service delivery and made recommendations on personnel selection/assignment.
• Developed, negotiated, reviewed and recommended vendor contracts; assisted with the RFP process to recruit/select new nationwide vendor.

Travel Manager Customer Service/Marketing – Travel Department

• Managed development of website, tutorials, collateral materials, logo, graphics and help texts for the Electronic Travel and Expense Reimbursement Program and Travel Planner. 
• Managed account relationships between department and customers, monitored/measured service levels and provided advice/solutions to improve systems and services.
• Oversaw monitoring of Travel Policy and Business Resumption Plan.  Managed customer satisfaction improvement activities.  Spearheaded the development and implementation of Schwab Air Web Site.

Senior Analyst – Business Resumption Services

• In charge of recovery process, in conjunction with business units, developing recovery plans, identifying recovery exposure, ascertaining recovery requirements and communicating them to management.
• Supported the Business Units in executing their recovery plan at COMDISCO locations across the country which consisted of conducting Business Unit relocation testing in San Ramon, Cypress, Denver and Phoenix, managing the project by writing the test plans and working with the individual test participants.  As liaison with COMDISCO technical support, ensured that Schwab’s technical requirements were met to guarantee a successful test.

Business Unit Analyst – Business Resumption Services

• Responsible for completing the Infrastructure and Executive plans, facilitating the development and production of a video for the walkthrough of the infrastructure and Executive Business Resumption Plans.
• Managed the LDRPS Software, trained employees on the system and consulted with business units on recovery plans.

Business Plan Coordination – Business Resumption Services

• Coordinated the development and maintenance of Business Resumption Services plans with business units, administrative departments and the BRS department through the use of the LDRPS planning software.
• Responsible for administering the computer based planning system, assisted business units with the development and maintenance of BRS plans, assisted administrative units with development/maintenance of Administrative Plans and Executive Reference Guide, maintaining records of plan status and coordinating/publishing plan updates.

EDUCATION

BA Degree, University of California, Berkeley, 1977