Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

Friendly Help Desk Technician with 2 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and friendly personal interactions to provide excellent technical responses.

  • Experience using Active Directory, SCCM, and WSUS
  • Experience using Cisco Call Manager and Unity
  • Experience documenting and support Microsoft Office suite, including Skype for Business and Teams
  • Ability to work in different types of environments
  • Experience setting up work stations using a SCCM image/task sequence
  • Quickly adapt to situations
  • Eagerness to learn new systems and new software
  • Ability to find information on support when needed
  • Experience setting up both VMWare and Citrix environments from start to finish
  • Experience setting up a full production environment in VMWare
  • End-user support
  • Desktops expertise
  • Hardware installations
  • Troubleshooting skills
  • Desktop support
Work History
Desktop Support Analyst II, 09/2020 - Current
Anthem, Inc. Flowood, MS,
  • Troubleshot various technical issues dealing with printers, network and phone systems.
  • Worked with third-party vendors to resolve issues with hardware or software covered by annual maintenance agreements.
  • Maintained, analyzed, troubleshot and repaired computer systems, hardware and computer peripherals.
  • Installed new hardware and software, patched systems and configured settings.
  • Installed and maintained Windows and desktop software, service packs, patches and anti-virus updates for ~1500 clients.
  • Provided on-site and remote technical support to users.
  • Coordinated with vendors to obtain necessary components and maintain smooth operations.
  • Configured hardware, devices and software to set up work stations for employees.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Rolled out software updates and applied server patches to thwart threats from penetrating networks.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Continuously assessed current reporting techniques and developed improvements to boost accuracy.
  • Created proofs of concept for innovative new solutions.
  • Lead project team to implementation of Microsoft Intune for workstations
IT - Helpdesk Intern, 12/2018 - Current
Belmark Inc De Pere, WI,
  • Check in/out IT equipment (Monitors, Docking Stations, etc.)
  • Configured hardware, devices and software to set up work stations for employees.
  • Tier 1 support for all hardware and software
  • Update and maintain email groups
  • Work with SCCM to install and update software
  • Work with WSUS to push updates out to workstation groups
  • Create, set security, and maintain users in Trimble Autobid
  • Create tickets for any issues and phone calls in the ticketing system
  • Work with VMWare to access servers
  • Work in Active Directory Users and Computers to reset passwords, unlock accounts, and update users as necessary
  • Work in Active Directory to maintain all computer's and ensure they are in the proper OU
  • Work with Cisco Call Manager and Unity to support any IP telephony issues
  • Work with Veeam to restore any deleted files from any network shares
  • Create/maintain high level folders in any network shares
  • Work with MDM and DEP solutions to setup, support, and maintain all iPhone's and iPad's within the company
  • Setup manager's timesheet approval groups
  • Work with Transauth MFA to lock and unlock multi-factor VPN access as needed
  • Test new Windows updates and new software as needed
  • Work with SuccessFactors HR system to integrate with Active Directory Users and Computers
  • Work with Cylance anti-virus to ensure security throughout all company laptops
  • Work in and support all Microsoft office products, including Skype for Business and Teams
  • Watch license usage for all Autodesk products using network licenses, and switch user licenses as needed
  • Create SQL databases for Autodesk Plant3D users
  • Create and maintain documentation in our Knowledge Base for support purposes
  • Create end user documentation on new and existing software and hardware
  • Support Zoom Video Conferencing software and Zoom conference rooms
Summer Help, 06/2018 - 08/2020
Ripon Athletic City, STATE,
  • Measure and cut fabric for belts
  • Cut elastic to be sown into pants and jerseys
  • Dye-fused fabric to be cut into different pieces of clothing
  • Help lay out and cut fabric to later be cut into different pieces of clothing
  • Cut, dye-fuse, and burn ends of tags to be sown
  • Cut roll's of elastic banding into smaller sizes to later be used for cuff's on jerseys and pants
  • Lay out and press fabric into V-neck pattern's
  • Mark up jerseys and pants for sowing department to saw on NFL and team logo's
  • Review marking documentation to ensure marking was happening at the correct positions
  • Review dye-fuse pattern to ensure correct pattern and placement
  • Review pieces of material after being dye-fused to ensure pattern and color is correct and was dyed correctly
High School Diploma: , Expected in 05/2017
Ripon High School - Ripon, WI
Associate of Applied Science: Information Technology - Network Specialist, Expected in 05/2020
Fox Valley Technical College - Appleton, WI

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School Attended

  • Ripon High School
  • Fox Valley Technical College

Job Titles Held:

  • Desktop Support Analyst II
  • IT - Helpdesk Intern
  • Summer Help


  • High School Diploma
  • Associate of Applied Science

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