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Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Summary

Accomplished IT Professional with nearly 10 years of information technology support experience. Tech-savvy professional well-versed in installing and configuring computer systems, diagnosing hardware and software defects and supporting new application roll-outs. Certified in Comptia A+ and always pursuing more knowledge. Committed to providing efficient, high-quality support.

Skills
  • Data Center support
  • Server support
  • Network support
  • Cabling support (Copper Cabling/ Fiber Cabling)
  • Service desk support
  • Break-Fix/ Hands & Feet
  • Rack & Stack servers
  • Server repair/ maintenance
  • Hardware upgrades
  • Hardware configurations
  • Hardware diagnostics
  • Software patching & updates
  • Software configurations
  • Software diagnostics
  • Software & Application installations
  • Technical troubleshooting
  • LAN/WAN/VLAN/WLAN
  • Leading Projects
  • Organizational skills
  • Coordination
  • Working collaboratively
  • Training & Development
  • Customer support needs assessment
Education and Training
Hermitage High School Richmond, VA Expected in 06/2006 High School Diploma : - GPA :
J Sargeant Reynolds Community College Richmond, VA Expected in : Computer Science - GPA :
Certifications
  • Comptia A+ Certified
  • SCRUM Master Certified
  • Forklift Certified
Experience
Detroit Engineered Products Inc. (Dep) - Data Center Technician
Minneapolis, MN, 01/2014 - 01/2021
  • Implemented daily inspections/ walk-throughs, throughout the data center, conducting routine error reporting on servers and systems regularly, keeping networks fully operational during peak periods.
  • Performed daily maintenance of computer systems to keep network processes fluid.
  • Facilitated system migration projects during off-hours to avoid outages and network bottlenecks.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware. (break-fix/ hands and feet)
  • Assisted online users via live chat, web conference and phone to resolve issues related to critical server use and access.
  • Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Assessed hardware and software issues to determine appropriate troubleshooting methods for remediation.
  • Removed malware and viruses from laptops and desktop systems using specialized software.
  • Repaired hardware components on networks, including firewalls, routers and critical server devices.
  • Disassembled servers and network devices to troubleshoot and resolve hardware issues.
  • Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
  • Updated and reconfigured existing and new servers with current software and operating systems.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Installed software updates and vulnerability patches on new and existing production servers to prevent possible threats from penetrating networks.
  • Responded to support tickets in a timely manner to improve customer service.
  • Responded daily tickets every week to provide end-user support on critical servers.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Consistently responded to customer service emails within standard window for optimal response.
  • Reviewed current hardware and software and recommended modifications to increase system speed.
  • Advised customers and users on required maintenance practices for diverse software systems to support OEM warranty requirements and industry best practices.
  • Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Performed secured data destruction. (degaussing/ wiping/ physical destructions)
  • Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
  • Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions. Including all hardware, software and peripheral devices.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Drafted whitepapers, user manuals, implementation documentation and support base entries to reduce customer tickets and customer service expenses and enable support team to solve customer queries effectively.
  • Developed training materials, conducted webinars and authored wikis for user training and support use.
  • Assisted in technical support process refinement to improve customer service and support.
  • Installed and configured printers and scanners, resetting default device passwords to prevent cyber attacks.
  • Transformed physical computing and networking systems by replacing outdated equipment and modernizing infrastructure.
  • Managed test areas, systems test data and methods prior to initiating server systems.
  • Observed system functioning and entered commands to test different areas of operations.
  • Maintained inventory of IT supplies by checking and documenting levels regularly.
  • Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
Capital One Financial Corp - IT Access Control Specialist
City, STATE, 01/2012 - 01/2021
  • Regulated employee access to restricted/ critical spaces throughout all of capital one IT areas and data centers.
  • Processed access requests daily.
  • Performed Sarbanes Oxley Audit requirements. Adhered to company audit rules with 100% accuracy.
  • Maintained access levels throughout all of capital one.
  • Issued badges to new employees.
  • Monitored building and property entrances and exits to detect intrusions and protect assets.
  • Investigated disturbances and used proportional and strategic responses to handle different types of issues.
  • Followed established security and safety procedures and posted orders to include enforcement of company rules, policies and regulations.
  • Communicated with team members and building management via radio, telephones, computers.
  • Completed required shift logs and reports, highlighting routine activities, suspicious circumstances and critical incidents.
  • Secured personnel and premises by inspecting buildings, patrolling property and monitoring surveillance cameras.
  • Monitored and authorized entrance and departure of employees, visitors and other persons.
Capital One Financial Corp - IT Warehouse Manager
City, STATE, 01/2012 - 01/2015
  • Adhered to company audit rules during inventory counts with 100% accuracy.
  • Satisfied reporting requirements with timely and accurate logging of daily activities.
  • Secured resourcing for materials, equipment and personnel to meet warehouse operational needs.
  • Reconciled accounting records, including shipping and receiving logs and purchase orders.
  • Maximized warehouse efficiency by dispatching crews and coordinating optimal daily schedules.
  • Maintained knowledge of federal, state and local regulations to enforce adherence to requirements in daily operations and advise management on policy changes necessary for compliance.
  • Organized warehouse design to maximize space for stock while allowing for high volume traffic zones.
  • Applied schedule, organizational and routing knowledge to enhance delivery planning.
  • Managed day-to-day shipping and receiving, typically overseeing more than 20 packages in 24-hour period.
  • Generated shipping documents including packing lists and invoices using Capital One proprietary software.
  • Used logistic appointment scheduling software to track orders, provide updates and confirm deliveries.
  • Planned and optimized warehouse work processes to improve fulfillment system efficiency.
  • Forklift Certified.
Capital One Financial Corp - Computer Tape Operator
City, STATE, 05/2011 - 12/2011
  • Trained and managed new video tape library personal and achieved significant improvements in their productivity.
  • Communicated extensively with users, which included window, tape library, phone and sign outs.
  • Maintained tape library including logging, organizing, and filling weekly air date schedule.
  • Operated media in tape library and managed software on Data Center floor.
  • Handled technical troubleshooting within an enterprise environment, including system crashes and data recoveries.
  • Assisted the Lead Technicians, via telephone, in troubleshooting servers used for network backup.
  • Monitored mainframes and performed Information systems duties Assisted clients in troubleshooting databases Interfaced with vendors and customers
  • Scheduled and operated daily backups and weekly archiving of critical information.
  • Organized and filed backup and archived tapes in the data center library with other team members when necessary.
  • Demonstrated ability to process 4000 tapes in a day for backup and data restoration jobs.
Accomplishments
  • Constantly looking for opportunities outside of my normal BAU work. I've volunteered to assist Voice and Network Team, on hardware and software upgrade projects at IT Capital One sites, throughout the entire United States.
  • I've held dual roles within my facilities department for nearly 10 years. As a Data Center Technician, Badge Access Coordinator and IT Warehouse manager.
  • Revised and updated processes and documentation for Capital One's new Equinix Colo buildings, that was successfully presented to upper management, which was later approved.
  • Volunteered to decommissioned the entire Knolls Data Center floor, during the Covid-19 epidemic.

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Resume Overview

School Attended

  • Hermitage High School
  • J Sargeant Reynolds Community College

Job Titles Held:

  • Data Center Technician
  • IT Access Control Specialist
  • IT Warehouse Manager
  • Computer Tape Operator

Degrees

  • High School Diploma
  • Some College (No Degree)

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