Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Highly motivated Sales Associate with extensive customer service and sales experience. Outgoing sales professional with track record of driving increased sales, improving buying experience and elevating company profile with target market.
  • Customer service
  • MS Office
  • Document proofing
  • Organization
11/2018 to 05/2020 Desktop Support Specialist Flexera | Cheshire, CT,
  • Worked with the Director of IT on a daily basis.
  • Assessed operational data and configuration notes to maintain written end-user documentation.
  • Tracked hardware assets, ordering equipment to maintain accessible inventory.
  • Applied all internal policies and procedures to new desktop system onboarding processes, installing required software and peripherals per guidelines.
  • Offered video-based support for employees out on the job sites, patiently guiding novice device owners through DIY tasks.
  • Maintained copy center equipment in good working order and called vendors for repairs to correct more extensive faults and return full functionality.
  • Recognized by management for providing exceptional customer service.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
  • Delivered, installed and/or troubleshooted any necessary equipment to customer locations.
  • Improved customer satisfaction by finding creative solutions to problems.
  • Worked closely with the IT Director to deliver project requirements, develop solutions and meet deadlines.
03/2017 to 11/2018 Senior Technical Support Specialist Association Of American Medical Colleges | Remote - Washington Dc / Baltimore Area, DC,
  • Placed hardware into production by establishing connections and entering necessary commands.
  • Assumed remote control over customers' computers when necessary to resolve problems.
  • Walked customers through processes of installing software or hardware and initial program start up procedures.
  • Developed robust online knowledge base for support staff to reference when responding to requests for assistance.
  • Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Consistently responded to customer service emails within standard window for optimal response.
  • Assisted in technical support process refinement to improve customer service and support.
  • Developed training materials, conducted webinars and authored wikis for user training and support use.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
  • Created historical records by documenting hardware and software changes and revisions.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • 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.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
08/2015 to 11/2016 Post Closer Lakeland Bank | Andover, NJ,
  • Disbursed funds, cut checks and mailed out documents.
  • Reviewed records for accuracy and completeness to maximize compliance and prevent errors.
  • Performed post-closing checks of mortgage loan documentation.
  • Managed loan packages and prepared closing instructions for staff.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Recognized by management for providing exceptional customer service.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
04/2013 to 08/2015 Lead Teacher Michael Gray Foundation Of Dreams | Oak Park, IL,
  • Involved parents in student learning to increase family interaction and student support.
  • Built and strengthened positive relationships with students, parents and teaching staff.
  • Leveraged diverse instructional strategies and hands-on activities to engage students and boost understanding of material.
  • Organized activities to promote physical, mental and social development of each child.
  • Liaised with teachers to develop cohesive educational plans and improve student support.
  • Helped students build learning and study skills to achieve life-long educational goals.
  • Remained calm and patient in all student interactions to support individual growth and development.
  • Selected optimal curricula and planned daily lessons to meet needs of children with various developmental levels.
  • Assisted fellow teachers with assignments, special projects, tests, administrative updates and grading as needed.
  • Taught students fundamental building blocks and advanced concepts.
  • Applied proactive behavior management techniques to facilitate classroom discipline.
  • Arranged classrooms to facilitate optimal education for student groups.
  • Worked one-on-one with students to create individualized lesson plans to increase progress.
  • Guided students through active shooter and fire drills to maintain order and safety.
  • Researched books and supplemental materials to use in conjunction with lesson plans.
  • Administered and documented results of student assessments.
  • Handled and resolved disciplinary issues according to district protocols.
  • Mentored other educators by delivering insight, positive feedback and constructive criticism.
  • Maintained secure and disciplined classroom to provide positive learning environment.
  • Worked with students one-on-one to boost skills in weak areas and grasp new concepts.
  • Increased student academic performance by diversifying teaching techniques.
Education and Training
Expected in 06/2009 High School Diploma | Coppell High School, Coppell, TX GPA:
Expected in | North Lake College, Irving, TX GPA:

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School Attended

  • Coppell High School
  • North Lake College

Job Titles Held:

  • Desktop Support Specialist
  • Senior Technical Support Specialist
  • Post Closer
  • Lead Teacher


  • High School Diploma
  • Some College (No Degree)

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