Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Professional Summary
Highly Motivated with extensive knowledge in communication,service handling.Focused on improving productivity, increasing efficiency and enhancing quality. Seeking a HR coordinator job that utilizes my skills and knowledge in a well established and innovative organization.
  • Highly organized
  • Time management
  • MS Office proficiency
  • Effective problem solver
  • Superior verbal and written communication skills
  • Process improvements
  • Exceptional telephone etiquette
Work History
06/2013 to 2014 Catalog associate Amazon | City, ,
  • Handled the day-to-day volumes of the assigned tasks and ensure the given Service level Agreement is met as per quality standards.
  • Adapted to Amazon\'s Retail Systems Platform for supporting vendors and buyers in enhancing the retail selection on Amazon\'s online catalog.
  • Interacting and coordinating with vendors/buyers to accurately reflect the Amazon catalog for price, product details and other product-related information.
  • Obtained excellent written and oral communication skills in English.
  • Developed strong business communication skills – ability to communicate with internal/external stakeholder clearly and concisely .
  • Observed strong analytical skills.
  • Investigated and identified ‘Root Cause Analysis' for a recurring problem.
  • Ability to deal with ambiguity – use discretion and judgment to take decisions on critical business tasks based on available information.
  • Established strong vendor relationships to maintain and support the business.

06/2011 to 06/2013 Senior. System Executive Cognizant Technology Solutions | City, ,
  • Examined critical events and strive to resolve issues along with root Cause analysis
  • Diagnosed customer network faults to component level and remotely resolve or direct on-site engineers to ensure restoration of customer network services
  • Providing remote support to the Cisco & AT&T customers across the globe.
  • Managing a multi-protocol WAN.
  • Escalation handling to primary and secondary levels.
  • Liaised with peer support teams for quick resolution.
  • Handled both Incident Management & Change Management related tasks.
  • Contributed to the Knowledge Repository of the Project Take ownership for all assigned change requests and service requests.
  • Created solution documents while adhering to the defined network and standards for approval and executing solutions after approval.
  • Coordinated with vendors and Carriers (AT&T, Verizon & Sprint Etc) where necessary in order to resolve vendor related issues.
  • Monitored progress against customer SLAs, to ensure customer service levels are achieved.
  • Acted as shift lead with high volumes of daily incidents and was successful in carrying out daily operations without any escalations.
  • Coached new team members and was successful in launching them as team members in the team .

04/2009 to 2011 System executive Cognizant Technology Solutions | City, STATE,
  • Worked in a fast pace environment providing End to End support project based on ITIL frame work, involving direct contact with customers, service desk functionalities and basic troubleshooting of network issues with Incident management process,.
  • Managing client network infrastructure (WAN/LAN) as tier I support for Network tower within the Production environment utilizing the Enterprize monitoring and triage tools provided with emphasis on alarm/event monitoring, problem resolution, root cause analysis, engineering Tier III engagement, vendor engagement, maintenance of event, outage, and assistance with hardware and software patch/product updates and maintenance windows.
  • Mentored for freshers,trained them and laid them in the team as efficient team members.
  • Accurately documented, researched and resolved customer service issues.
  • Met or exceeded service and quality standards every review period.
  • Effectively managed a high-volume of network incidents.
  • Received excellent feedback in outbound communication consistently.
  • Responsible as a shift lead and was successful in carrying over the daily tasks and on my supervision.

Expected in 2008 Bachelor of Science | Computer technology Sona college of technology, Salem,TamilNadu, India GPA:
  • 8.2/10 GPA
  • Continuing education in Networking and administration, Cisco router & administration
  • In-plant training attended in Vee Technologies,(Salem,India)

Expected in M.B.A | Human resource , , GPA:
  • Major in Human Resources
  • Completed in first class with distinction

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