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

Detail-oriented IT Project Technical Manager / Technical Support Engineer who is creative in analyzing, identifying and resolving problems to meet current needs and future expectations of business. Excellent written (editing) and verbal communication skills in English, French, German. Proven interpersonal skill, teamwork and excellent customer services.


· Analyzing and gathering data

· Assessing Quality

· Developing and implementing work plans

· Experience with exposure to API

· Ability to adapt and learn any new software or programs.

· Understand and follow the Product Development Life Cycle (PDLC)

· Strong understanding of project methodologies and support of code deployments

· Well versed in information technology as well as Healthcare terminology


Hardware: Modem, Network cards, Printers, PC, Router, Server, SSD

Languages & Software: CSAT, Salesforce, Rally, LMS, Workflow, MS Office Products, Citrix, C++, SQL, SharePoint, Scrum/Agile, Meister Task, Payroll Software, CMS, CRS

Database Management Systems: CDB, Decision Guide, Health (ISET), Wellness (GAGE), Banks (CAMS, FSA, HRA&HSA), and Consumers Rewards Reporting Tools, GDS, GMS, PMS

Operating Systems: MAC, Microsoft Windows, TCP/IP, Networking, Ethernet, LAN, WAN, PBX, Token Ring

Software Technical Support, 05/2018 to Current
TravelClick -AmadeusCity, STATE,
  • Complete detailed reports listing requests for technical assistance, steps taken to resolve them, and the specific dates/individuals involved.
  • Act as the initial point of contact for all computer and system related concerns from clients or other employees. Assist management in creating training materials pertaining to computer troubleshooting and usage.
  • Organize and file documentation pertaining to warranties and instructional guides for computer hardware. Maintain a working log detailing all required system updates, as well as the date of completion.
  • Analyze, troubleshoot and diagnose hardware problems. Resolve technical issues related to network interruptions. Actively update, maintain and monitor all aspects of computer networks
EDI Analyst / IT Project Technical Analyst, 10/2015 to 12/2017
PlanSourceCity, STATE,
  • Provided technical systems documentation to internal and external parties. Implemented the design, requirements, testing and delivery of software solutions.
  • Developed writing business rules and use cases. Managed project communications, documentation, and specifications including review and feedback on new partners request.
  • Reviewed work of other project team members for accuracy and completeness. Coordinated and communicated regularly with director on progress of project. Provided program oversight and technical support of special projects.
  • Variety of Application tools. Clarity tools project management tools.
  • Analyzed complex business needs requiring technical solutions.
  • Created, maintained and enforced standards and procedures to ensure consistency and functionality.
  • Interacted with internal and external parties as the ongoing technical support for interface issues. Researched and resolved data discrepancies from interfaces.
  • Located and worked to remove development and project roadblocks.
  • Coordinated support, feature, write requirements and bug tickets and manage each through resolution.
Research Business Analyst, 12/2011 to 08/2015
OptumCity, STATE,
  • Generated processes and technology improvement initiatives as well as evaluated technology applications for the user community.
  • Collaborated with Optum Client Support Managers, Product Support Teams, or other Leads of programs on special projects.
  • Researched cases from Optum portal for Members and/or Clients, which increased profits by 15% and attracted more clients.
  • Investigated assigned cases on daily basis to resolve client issues; Case subject matter included registration, rewards and incentives, Health Assessments, etc.
  • Checked members’ information for accuracy in customer support tool to validate eligibility. Analyzed, diagnosed, met deadlines set by the company and emailed case resolutions to all team members, thereby ensuring full communications.
  • Initiated and monitored IT tickets to resolve complex cases. Maintained knowledge of products and packages of each Client to reduce time on future projects.
  • Utilized Access and SQL to pull, compile, and run data and queries.
  • Computed, analyzed issues to identify root causes; documented and informed teams of resolution. Tested and provided technical support during and after implementation of software applications to ensure that they behaved correctly.
Technical Support Engineer/ Vonage Account, 12/2006 to 01/2012
Connextions, IncCity, STATE,

· Executed VOIP Technology and provided architectural configuration and support to members.

· Diagnosed audio, installation, and technical related issues regarding the VOIP service.

· Tested configuration and troubleshot devices and applications on the Vonage Network, which reduced members’ complaint response time from 82% to 30%.

· Assisted customers with installation of VOIP phone on their SOHO or personal broadband network, which increased their satisfaction and resolved any future risk issues with their equipment.

· Developed and maintained high level of products and software, which facilitated the consumers’ international long distance calling.

· Updated and debugged Vonage Network System, which significantly contributed to eliminate end users issues.

· Achievement: Excellent Employee Award

Technical Assistant Engineer, 12/2005 to 12/2008
SanDisk AccountCity, STATE,
  • Traveled overseas to promote new products and provided technical training and application support to associates.
  • Installed, upgraded, tested, and configured firmware, software and hardware for Card readers, MP3s, Flash drives and video devices, resulting in a major improvement of equipment and systems.
  • Served in technical support role on partitioning hard drives, worked with W2000/XP/Vista/ Mac while taking inventory of hardware products significantly reduced the costs on exhibited devices.
Education and Training
Bachelor of Science: Electrical Engineering, Expected in
University Of Central Florida - Orlando, FL,

Professional Affiliations Presentations

Institute of Electrical and Electronics Engineers (IEEE) organization, active member.

Volunteer Work

President, CAMOrlando Inc., Orlando, FL 2008 - Present

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School Attended

  • University Of Central Florida

Job Titles Held:

  • Software Technical Support
  • EDI Analyst / IT Project Technical Analyst
  • Research Business Analyst
  • Technical Support Engineer/ Vonage Account
  • Technical Assistant Engineer


  • Bachelor of Science

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