Jessica Claire
, , 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - -

Quality-driven Combination Technician with over 20 years experience in telecommunications. Dedicated to reliable work ethics and positive team influence. Possessing excellent organization and communication skills. Ready for a new and challenging IT Support position.

  • Keen attention to detail
  • Safety-minded first in all tasks
  • Ability to interpret documentation
  • Excellent troubleshooting skills
  • Adaptable and flexible to changes
  • Excellent interpersonal people skills
  • 4-wall technology work experience
  • MS Office and Google Workspace proficient
  • Junior project management experience
  • Working towards PMP cert completion
  • Exuberant learning and teaching aptitude
  • Project development and lifecycle knowledge
10/2000 to 08/2020
Communications Technician Firefly Aerospace Vandenberg Air Force Base, CA,
  • Answered normal and after-hour service calls diligently.
  • Demonstrated network management abilities for others to emulate.
  • Laid out cabling plans and ran through buildings to desired locations.
  • Installed and tested copper/fiber circuits with a high degree of accuracy.
  • Repaired and maintained Nortel DMS, Lucent 5ESS, and Ericsson switches.
  • Performed system backups and maintenance upgrades on network equipment.
  • Applied improvement methodologies that improved work processes by 25%.
  • Interpreted technical documentation in order to accurately configure equipment.
  • Performed hardware configuration and turn-up of network equipment per method of procedure (MOP) documentation to meet productivity and new FTTx sales goals.
  • Maintained inventory of printed circuit boards (PCB's) and returned excess spares to the regional hub to increase availability to other locations, thereby reducing the dollar amount by thousands on audits.
  • Escalated priority-one spares for out-of-service (OOS) equipment by following after-hour hot-shot request procedures to reduce down-time, negating FCC, and MTTR flag reports for the team.
  • Coordinated T1, T3, DS0, OC, CWDM/DWDM, ROADM, SONET, Ethernet testing with customers and NOC to clear the central office of trouble, which helped outside field techs to locate the root cause.
  • Used a proactive approach to meet circuit due dates and quality check list completions from telephone equipment orders (TEO's), thus helping the team to increase utilization performance metrics.
  • Requested shipping materials, wiring, and fiber supplies in advance by checking stock inventory at key central office locations weekly, thereby increasing the overall performance metrics of the team.
  • Lead the team by initiating central office reviews and audits with positive action by thinking ahead with onsite pre-inspections, which made them require less time to complete before actual due dates.
11/2007 to 12/2008
Help Desk Support Specialist Aetna Inc. Albany, NY,
  • Prioritized and solved problems in a timely manner.
  • Resolved level 1 software and hardware technical issues.
  • Supported customers with password resets and account profiles.
  • Created, maintained and deleted active directory user accounts.
  • Resolved over 90% of first-time support tickets within 10 minutes.
  • Configured hardware and software of work stations for new employees.
  • Assisted customers with instructional support and product troubleshooting.
  • Managed open tickets diligently by gathering more information until resolved.
  • Documented issues in bug tracking system for reporting to tier 3 tech support.
  • Initiated shipments to send equipment to clients and tracked return shipments.
  • Explored new technologies and tools that quality assurance team could use for testing purposes.
  • Guided change management tasks via ITSM system, monitoring each change for required approvals before pushing software patches.
  • Directed troubleshooting for bugs and flaws discovered in both pre-release and final production software products.
  • Collected and integrated customer feedback into future development efforts, identifying consumer trouble spots for amelioration.
  • Collaborated with IT team to schedule and implement software patches at times most likely to produce minimal service disruptions.
08/1999 to 09/2000
ElectJessicaics Lab Assistant Cfd Research Corp. San Antonio, TX,
  • Cleaned and organized classrooms, materials and supplies.
  • Mentored students to share learning scenarios with others.
  • Ensured each student understood lab assignment objectives.
  • Tutored and coached students on algebraic formula equations.
  • Placed emphasis on safety for the use of ac/dc power supplies.
  • Performed setup, calibration, and maintenance of test equipment.
  • Served as assistant proctor during final laboratory tests and exams.
  • Assisted a class size of approximately 15 students during lab experiments.
  • Demonstrated component circuit testing and troubleshooting procedures.
  • Prepared the class for final lab projects-exams relating to electJessicaic components, circuits, and measuring equipment.
Education and Training
Expected in 09/2007
Associate of Applied Science: Information Technology, 4.0 GPA
ITT Technical Institute - Austin, TX,
Expected in 09/2000
Associate of Applied Science: ElectJessicaics Technology, 4.0 GPA
ITT Technical Institute - Austin, TX,

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School Attended

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  • ITT Technical Institute

Job Titles Held:

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