Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - -
Professional Profile

Talented Computer Support Specialist with a proven track record of customer satisfaction seeking opportunity to move into a role as Test Analyst. Experienced in healthcare, and government with professional expertise in systems applications.

  • Symantec Ghost
  • Acronis
  • MS Office 2014
  • McAfee Antivirus
  • Citrix
  • IBM Rational functional tester
  • Switches
  • Blades
  • SQL
  • software testing
  • Strong analytical skills
  • Technical help desk experience
  • Cisco
  • DHCP
  • TCP/IP
  • object oriented programming
  • Visual Basic
  • Ruby on Rails
  • Pascal
  • Oracle 8i
  • Perl
  • HTML
  • CSS
  • Java
  • HTML 5
  • Adobe Dream Weaver
  • Microsoft Office Suites
  • Windows (2K,XP - 8)
  • Servers
  • MS DOS
  • Apple-OS
  • Database servers
  • Strong collaborative skills
  • Testing
  • Excellent problem solving skills
  • Object-Oriented Programming
  • Adobe Acrobat
  • Troubleshooting
  • Systems Integration
  • Technical Documentation
  • Technical Support
  • Website Design
09/2008 to 01/2014
Computer Support Specialist /QA Tester Unisys City, STATE,
  • Monitoring and providing technical systems application
  • Formulating test methodology
  • Training and Monitoring test teams for User Acceptance Testing
  • Creation of test scenarios and scripts with Java using IBM Rational Functional Tester
  • Creating and Running Regression scripting System Support/Leader Project
  • Responsible for implementing and maintaining system functions in a team environment.
  • Provide Tier 1 and Tier 2 support, to include planning, remote & software and hardware configuration to a staff of over 9,000 end users.
  • Analyzes information to determine, recommend, and plan layout for type of computers and peripheral equipment modifications to existing systems.
  • Creation and Configuration of the Lobby Queue Project
  • Responsible for supporting the preparation, recording, and tracking of test plans to ensure software functions as intended
  • Creation of trouble-shooting guides
  • System Patches and Deployments
  • Presentation of projects to various County officials.
  • Led customer engagement to ensure it met all scope, time, budget and quality expectations, through planning, controlling and managing customer projects.
  • Used Microsoft Visio to document conversional changes for technical plans. Help Desk/Desktop support/leader Project
  • Creating and resolving tickets with Oracle ticketing System and E-service home
  • Monitoring 31 DPSS Sites and over 9,000 + end-users through-out LA County
  • Resolving users PC issues remotely at various locations and On-site
  • Completion of Mod request
  • Configuration of computers joining an Active Directory Domain
  • Adding, updating, resetting or disabling of user accounts in Exchange Computer Technician/Leader Project
  • Team Lead on Tech Refresh rollout For DPSS
  • Removal and Installation of Desktop workstations
  • Configuration of workstations being added to Domain
  • Printer removal and installation
  • Building Dell 2950 backup replacement servers
  • Creation of Ghost images for select workstation Models.
  • The installation of Blades, Routers and Switches in Telecom/MCR rooms. Hold Training sessions with staff on how to configure and program Televisions
  • Troubleshoot Monitors at the Hospitals, Resorts, and Hotels.
  • Upgrade LCD Television software to latest's firmware.
  • Minor repair and installation of Inverter boards, programming of TV
  • Complete Data report on the trouble ticket.
  • Completion of at least 65-340 Television in a week
  • Upgrade and refresh Proidiom key
  • Web Designer
  • Equipment installed for employee use.
  • Performing and insuring proper installation of cables, operating systems, and software
  • Observing system functions verify correct operations and detect errors.
  • Performs the tasks of gathering, analyzing and storing information
  • Conducts presentations to key decision makers
  • Assist Supervisor in analyzing operation processes to optimize the flow while measuring team's performance
  • Responsible for supporting System Analyst in developing, designing and implementing tools and reports for the operation Tested features across various browsers.

10/2008 to 05/2010
Computer Support Specialist /Jr. Analyst TryFocus Enterprise City, STATE,
  • Created new account, reset passwords and configured access for users.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs.
  • Developed documentation for common processes for both support staff and end-users.
  • Maintained a calm, professional demeanor when faced with high demand, high volume workloads.
  • Handled a large volume of phone calls, chat and emails.
06/2008 to 11/2008
Computer Technician /Intern SugaCane Lounge City, STATE,
  • Fixed bugs as they were encountered.
  • Maintained composure and patience in face of difficult customer situations.
  • Trained new employees and explained protocols clearly and efficiently.
  • Provided base level IT support to company personnel.
  • Built and maintained successful relationships with service providers, dealers and consumers.
Expected in 2009
certification: Computer Technician
UEI College - Ontario, CA
Expected in
Associate of Science: Computer Information Systems
Los Angeles Trade Technical College - Los Angeles, CA

Testing Tools: Win Runner, Rational Administrator, Rational Test Manager.

Defect Tracking Tools: Clear Quest.

Requirements Management Tools: Rational Requisite Pro.

Other Tools:Microsoft Visio, Microsoft Office, Microsoft Project, Rational Rose, Clear Case, Microsoft Access, Share Point

RDBMS:Oracle, SQL Server.

Programming Languages:C, C++, Java, SQL.

Operating Systems:Windows7-Vista-XP-2000-NT-98, UNIX, MS DOS.

Web Technologies:VB.NET, ASP.NET, XML, HTML,DHTML, VBScript, Java Script.

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School Attended

  • UEI College
  • Los Angeles Trade Technical College

Job Titles Held:

  • Computer Support Specialist /QA Tester
  • Computer Support Specialist /Jr. Analyst
  • Computer Technician /Intern


  • certification
  • Associate of Science

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