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

Trustworthy Desktop Engineer with 10 years maintaining On prem, remote, and cloud-based systems for enterprise-class employers. Dedicated to cultivating consistent, reliable service levels and exceptional uptime figures. Tireless in executing prescribed business strategies while applying creative adaptions to exploit available resources.

  • Data security
  • Hardware repair
  • Hardware and software installation
  • Remote Diagnostics
  • Cloud-Based Software Deployment
  • Technical Writing
  • Project Management
  • Technical Analysis
  • Computer updates
  • Technical Support
  • Mac OS Operating System
  • Local Area Networking
  • Windows Operating System
  • VMWare Horizon expertise
  • Microsoft SCCM expertise
  • VMWare VCenter expertise
  • Windows Powershell expertise
Work History
Desktop Engineer II, 11/2014 to Current
Advisor GroupLeesburg, VA,
  • Created standardized protocols for documenting processes and technical tasks, enabling consistently repeatable results.
  • Administrating and maintenance of MDM (Microsoft Intune)
  • Assistance with troubleshooting and maintenance of Engineering systems: Microsoft SCCM, VMWare Horizon, VMWare VCenter, VMWare VSphere, JAMF, Active Directory, DHCP, and Microsoft Azure.
  • Identifying and reporting systems critical outages, and being point of contact for collecting data and troubleshooting to resolve said outages.
  • Management of projects and all related subtasks within ticket and project tracking system (JIRA)
  • Developed schedule for software maintenance and updates.
  • Led administration of VMWare Horizon, overseeing 500+ installations across multiple facilities.
  • Trained new hires on computer and VMWare Horizon use and company policies.

  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Performed encryption, firewalls and patch management to implement and maintain system security.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Acquired and maintained knowledge of product offerings, current support policies and methods of support delivery to provide technically accurate solutions to users.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Monitored network performance and provided network performance statistical reports for both real-time and historical measurements.
Information Technology Support (Part-Time), 10/2011 to 11/2014
Bristol FarmsManhattan Beach, CA,
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and internal networks.
  • Monitored systems in operation and input commands to troubleshoot areas.
  • Translated complex technical issues into digestible language for non-technical users.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Wrote and reviewed tickets to request maintenance to various types of equipment.
  • Provided replacement files to customers missing data, including media files, software components and other digital deliverables.
  • Used ticketing systems to manage and process support actions and requests.
  • Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
Front End Cashier, 02/2009 to 10/2011
Hannaford SupermarketCity, STATE,
  • Helped customers complete purchases, locate items and join reward programs.
  • Determined customer requirements and suggested ideal product offerings to meet needs and boost revenue.
  • Informed front end manager of equipment repair and replacement needs to maintain operations.
  • Processed credit card, EBT, and gift certificate payments with electronic computer system.
  • Tracked inventory, located items and requested new merchandise with hand-held scanners and cellular devices.
  • Answered questions about store policies and addressed customer concerns.
  • Followed company policies, procedures and practices for accurate recordkeeping and loss prevention.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Greeted customers and responded to requests for information.
  • Called for back up cashiers during peak times to minimize wait time for customers.
  • Counted tills for beginning of shift with start money and balanced and reconciled register at end of shift.
  • Operated register system to process new purchases, item returns and merchandise exchanges.
  • Maintained organized and orderly front end and removed carts, baskets and debris.
  • Mentored new team members on POS system operation, customer service strategies and sales goals.
  • Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
  • Maintained current knowledge of store promotions and highlighted sales to customers.
  • Operated cash register to record all transactions accurately and efficiently.
  • Performed cash, card and check transactions to complete customer purchases.
No Degree: Computer Information Systems, Expected in
Quinsigamond Community College - Worcester,
High School Diploma: , Expected in 06/2006
Leominster High School - Leominster, MA,

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School Attended

  • Quinsigamond Community College
  • Leominster High School

Job Titles Held:

  • Desktop Engineer II
  • Information Technology Support (Part-Time)
  • Front End Cashier


  • No Degree
  • High School Diploma

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