emory school of medicine incident coordinator resume example with 7+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:

Results-driven Technologist that identifies and recommends improvements to organization software, hardware and business systems. Liaises with subject matter experts to gather business requirements and implement platforms and processes to address needs. Familiar with professional business practices and IT standards, CAD software, and curriculum development. Excellent skills in infrastructure, data management, break-fix support, 3D/2D graphic design, 3D modeling and enterprise operations.

  • ServiceNow
  • Hardware diagnostics
  • Curriculum development
  • Adobe Creative Suite
  • Preventive maintenance
  • Project support
  • CAD software proficiency
Education and Training
Bachelor of Science: Engineering Technologies and Applied Design, Business Administration, Expected in to Berea College - Berea, KY
Emory School of Medicine Incident Coordinator, 11/2022 to 04/2023
The Andersons, Inc.Omaha, NE,
  • Developed incident management strategies to promote troubleshooting, root cause analysis and timely resolution.
  • Wrote, proofed and edited web-based content in accordance with established university guidelines.
  • Monitored the life cycle of tickets through Service Now.
  • Collaborated with leadership to design and build custom reports and data visualization tools for SOMITS support teams.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
IT Operations Administrator, Contractor, 10/2021 to 11/2022
Insight Global, Waddell & Reed Financial IncCity, STATE,
  • Validated and verified Net Asset Value (NAV) job stream process in Tidal Automation software.
  • Diagnosed & troubleshoot 20 weekly service incidents & outages with ServiceNow.
  • Documented 20+ weekly problems and actions via Remedy force production logs, SharePoint, & Microsoft Outlook.
  • Documented company processes and procedures and disseminated to proper personnel.
Tier I Support Technician, 09/2020 to 10/2021
Clayton County Public SchoolsCity, STATE,
  • Deployed and staged 80+ Dell, HP, Google Chromebook, printer, tablet, and smart boards teaching devices to various Clayton County School District locations to increase student engagement.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Documented 100+ monthly repair processes and helped streamline procedures for future technical support actions.
  • Managied IP configuration settings to ensure proper network functionality of student, staff, and administrator devices.
CNC Design Technician, 11/2019 to 04/2020
Veritiv CorporationCity, STATE,
  • Performed daily policy, maintenance, and system updates on company windows Dell workstations.
  • Planned PC workstation office deployments while resolve initial network troubleshooting incidents with building facility managers.
  • Designed, generated, & quality tested corrugated & 3-D printed product packaging samples using 3-axis CNC Kongsberg corrugated cutting table & various measurement tools.
  • Performed various physical quality assurance strength & durability tests to ensure corrugated & 3-D printed product samples met the International Safe Transit Association, (ISTA) packaging standard.
Seasonal Customer Service Representative, 07/2019 to 11/2019
Wipro LLCCity, STATE,
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
Discovery Program Volunteer Coordinator, 07/2018 to 05/2019
AmeriCorps, Hands On AtlantaCity, STATE,
  • Secured $25,000.00 annual grant for Hands on Atlanta through designing 60 physical science, robotics, and Python coding instructional plans for the Points of Light Nonprofit & General Electric
  • Assessed, curated, and edited photography to produce digital marketing materials for social media to increase volunteer engagement by 20% quarterly for Hands-On Atlanta Discovery After School Program.
  • Led new volunteer orientation to organization and programs.
  • Managed volunteer database and volunteer service hours for inclusion in monthly and year-end volunteer reports.
  • Identified volunteer service opportunities and associated requirements.
Technology Applied Design Teaching Assistant, 01/2017 to 05/2018
Berea CollegeCity, STATE,
  • Designed functional 3-D printed prosthetic hand prototypes to explore medical equipment affordability as independent student projects using a combination of Adobe Creative Suite & Autodesk Fusion 360, & Solid works CAD program.
  • Collaborated with Berea College Business Administration and Technology Applied Design & Engineering department to produce chocolate 3-D molds model to advertise the opening of the Margeret Science Building.
  • Handled clerical duties, managed classrooms and coordinated documents for teachers.
Tier I Help-desk Technician, 08/2014 to 12/2016
Berea CollegeCity, STATE,
  • Trained incoming techs on Occupational Safety and Health Administration, (OSHA), and lab safety policies & procedures to increase student safety protocol awareness.
  • Provided break-fix maintenance for projector, smart monitor, & audio systems to ensure classroom equipment functionality.
  • Instructed over 600 students on fundamentals of industrial design, custom printed circuit board design, and product manufacturing.
  • Assisted students with various types of technical issues via email, live chat and telephone.
Websites, Portfolios, Profiles

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Resume Overview

School Attended

  • Berea College

Job Titles Held:

  • Emory School of Medicine Incident Coordinator
  • IT Operations Administrator, Contractor
  • Tier I Support Technician
  • CNC Design Technician
  • Seasonal Customer Service Representative
  • Discovery Program Volunteer Coordinator
  • Technology Applied Design Teaching Assistant
  • Tier I Help-desk Technician


  • Bachelor of Science

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