Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:
  • eClinicalWorks support analyst with 3+ years of recent hands-on experience with implementation cycle of clinical provider practices of substantial size, scope and complexity, and previous physician consensus building experience.
  • Commitment to ACO and supporting the ambulatory physician practice work flows including registrations, medical charting, lab orders and results.
  • HL7 interfaces
  • Systems analyst adept at resolving complex network issues.
  • Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards.
  • Enjoys troubleshooting to find solutions to technical issues.
  • 12 years progressive experience in technical and customer support , project lead roles, and implementation roles.
  • Effectively identifies problems using advanced troubleshooting skills.
  • Vast technical knowledge eClinicalworks and all aspects ie eClincal message
  • Microsoft Windows Server 2003
  • MMC Active DirectTroubleshooting proficiency
  • Exceptional telephone etiquette
  • Patient and diligent
  • MS Office proficiency
  • Accomplished with mobile devices

  • Project Management Certificate pending
  • Windows XP/Vista
  • Strong ActiveX troubleshooting skills
  • DHCP/DNS Ethernet and Firewall proficient
  • LAN aptitude
  • Knowledge of F-Secure Antivirus
  • Proficient in AVG, Printers, PC Security systems

Exceeded monthly goals by successfully closing 60% of issues daily. 75% within 24 hours. Handling more than 100 calls per week.Reduced technical escalations to management by 25% to only 3 per day. Average 4 hours weekly logged with Dell or eCW vendor support.

eCW Systems Support, 10/2010 to Current
VisaOakland, CA,

Issued license codes to new and existing customers.

Provides base level IT support to company personnel.Resolved customer complaints and concerns with strong verbal and negotiation skills.Displayed courtesy and strong interpersonal skills with all customer interactions.Built and maintained successful relationships with service providers, dealers and consumers.Maintained composure and patience in face of difficult customer situations.Processed an average of [<number>] inbound and outbound technical support calls.Helped customers track and ship packages, responding to an average of [<number>] calls per day.Support customers with online billing and account issues.Trained new employees and explained protocols clearly and efficiently.Researched issues on various computer systems and databases to resolve complaints and answer inquiries.Referred difficult issues to upper management while maintaining positive rapport with customer.Informed customers about issue resolution progress.Supported customers having data connectivity issues.Provided thorough support and problem resolution for customers.

Clinical System Support, 05/2010 to 10/2010
ThriveonEden Prairie, MN,
  • Providing First level help desk support responsible for the Troubleshooting, Installation, Maintenance to.
  • over 400 end-users using Windows XP workstations, 50 HP printers, and 25 Windows XP 2003 Servers running System, Invision Scheduling, Varian Radiopathy, Soft Med Medical Records, and Talk Technology Dictating systems.
  • Provided training sessions for new hires - establish and improve access to department applications.
System Field Specialist, 06/2008 to 05/2010
Delta AirlinesCity, STATE,
  • Responsible for implementation and support of desktop devices, applications, peripherals, telephone systems, network devices, airline specific equipment ( Kiosk, Flight Information Display Systems, Ramp Information Display Systems) and multiple server platforms.
  • Perform, as specified in the Service Request, the physical relocation of any IT infrastructure devices (PC workstations, peripheral devices, ph1s, network routers, airport devices, etc.).
  • Perform upgrade services (adding to or changing a workgroup computer, workgroup peripheral, or software) as specified in the Service Request.
  • Troubleshoot and resolve all hardware and software problems supported by Field Operations.
  • Perform preventative maintenance on operational devices.
  • Install, customize, maintain, test, and troubleshoot operating systems such as Windows XP and Windows 7 and other systems software.
  • Configure, install, maintain, test, and troublesho.
Sr. Support Specialist, 2008 to 04/2008
St Vincents Comprehensive Cancer Center/Aptium OncologyCity, STATE,
  • Migrate and Roll out all phases of new System Software/Hardware Application for Breast Center Troubleshoot, install, upgrade, and maintain PCs, laptops, printers and associated peripherals in a windows based environment with Microsoft products, including, Active Directory and Microsoft Outlook/exchange operating in a Microsoft environment.
  • Provide seamless training and support for end users and physicians to transition to paperless/film less environment in Radiology and Surgery department.
  • Establish technical expertise to successfully meet deadlines and establish Policies and Procedures for department, including trouble shooting, transmission and retrieval of private and sensitive information.
  • Under supervision of department manager promote and identify technical goals and assist in purchasing IT related systems, such as PACS, Physician reporting systems and communication software.
System Field Engineer, 10/2005 to 01/2008
Air Transport IT ServicesCity, STATE,
  • Troubleshoot, Install, Maintain and Monitor over 500 Display Video Controllers running Windows XP, 42 Display Distribution Servers running Windows 2003 XP Server, 200(+) Windows XP workstations, HP Printers, 800 32" and 42" Toshiba LCD monitors throughout Miami International Airport, including TSA and Customs Area Quality Control - Assess, take action and/or escalate issues for the Airport Operational Database Server and Flight Information System Servers running SQL and UNIX.
  • Oversee and Manage the Interface Controller software, ensuring the on-going flow of data from the Airport Operational Database to the Flight Information Display System Implementation of effective asset inventory control eliminating complexity of managing 2500 pieces of equipment in an effort to protect security of the network and data integrity.
B.A: History, Expected in
Wake Forest University - Winston-Salem, NC
MCP, A+: , Expected in
- ,

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School Attended

  • Wake Forest University

Job Titles Held:

  • eCW Systems Support
  • Clinical System Support
  • System Field Specialist
  • Sr. Support Specialist
  • System Field Engineer


  • B.A
  • MCP, A+

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