JAYNE JOHNSON
Associate

EXPERIENCE

01/08 – Present

RBZane Advisory Group 
Associate

01/08 – 7/08
EVault, Emeryville, CA
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

• Initially engaged for three months as additional support for vendor in facilitating development of SVB’s Business Recovery Plans.
• Contract extended to continue supporting the development of SVB’s newly established Business Continuity Department. Assignments included building department plans [58] and regional office plans [30], designing and deploying a Business Continuity intranet site, assisting with companywide awareness training, assisting with disaster recovery testing at SunGard, San Ramon, and managed a companywide Business Impact Analysis.

08/06 – 10/06
EVault, Emeryville, CA
Contractor

• Update Business Continuity Plans for New York based client.

03/05 – 07/06
Silicon Valley Bank, Santa Clara, CA
Contractor

• Initially engaged for three months as additional support for vendor in facilitating development of SVB’s Business Recovery Plans.
• Contract extended to continue supporting the development of SVB’s newly established Business Continuity Department. Assignments included building department plans [58] and regional office plans [30], designing and deploying a Business Continuity intranet site, assisting with companywide awareness training, assisting with disaster recovery testing at SunGard, San Ramon, and managed a companywide Business Impact Analysis.
  

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 – 05/03

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 program.
• Worked closely with client web team in marketing improvements to customer experience.
• Wrote and implemented Caspian’s Customer Service Manual and designed the Caspian 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 (4/00 –10/00)

• Developed and deployed Reward, Recognition and Event Planning program for Brokerage Operations (2,500 employees).
• Managed all aspects of annual offsite and a Leadership Awards Banquet (budget $250K). Planned and coordinated venue, collateral materials, travel, entertainment, web event registration, executive scripts and walkthroughs, awards and gifts. Liaison between speakers, vendors, and executives.
• Monitored service quality by designing and implementing online surveys for event attendees.

Senior Manager – Corporate Services (7/98 – 3/00)

• Directed the development and implementation of corporate-wide Food Services procedures and practices to promote an effective outsourced vendor services.
• Worked in conjunction with food services vendor to develop on-line Food Services Web Site.
• 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.
• Managed regular focus groups in 5 locations emphasizing customer satisfaction/quality of cafeteria services.
• 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(12/97 – 7/98)

• Managed development of website, tutorials, collateral materials, logo, graphics and help texts for the Electronic Travel and Expense Reimbursement Program and Travel Planner.
• Supervised travel distribution, managed quality assurance, developed/executed promotional programs, managed community education/development and monitored corporate credit cards.
• 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 (1/96 – 12/97)

• 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.
• Executed Employee Preparedness Month, documented/implemented the Living Disaster Recovery Planning System (LDRPS) training, updated multi-media presentation, attended user conferences and facilitated the recovery plans using new recovery methodologies. 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
(1/95 – 1/96)

• 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.

• 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

Business Plan Coordination – Business Resumption Services
(7/93 – 1/95)

• 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.
• Executed the project plan for LDRPS and completed the rollout of the plan company wide. This included consulting with each business unit, designing the format, streamlining the process, directing the conversion of the manual recovery plans to LDRPS and training employees on the new methodology.
• Served as a valuable resident software resource expert in the LDRPS software and one-on-one employee trainer.

BA Degree, University of California, Berkeley, 1977

SPECIAL RECOGNITION AND AWARDS

• Distinguished Service Award, Caspian Group, Inc. Fourth Quarter, 2002
• Employee of the Quarter, Schwab Brokerage Operations, June 2000
• Recipient of Schwab Individual Excellence in Service Award for Y2K, 1999
• Recipient of Schwab Team Excellence in Service Award for Vision Quest, 1999
• Recipient of Schwab Team Excellence in Service Award for Travel Dept., 1997
• Recipient of Schwab Individual Excellence in Service Award for Travel Dept., 1997