Jessica Claire
SMB Leadman/Service Technician
  • , , 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

Seasoned Technical Supervisor adept at leading teams and developing improvements. Knowledgeable manager and complex problem-solver with excellent communication and critical thinking skills. In past roles as a technician, I focused on achieving demanding service, quality and performance objectives. Experienced in customer relations, regional cabling and building installations, installation and repair with work history setting up, repairing and configuring telecommunications equipment. Talented at building relationships with customers and solving problems with little oversight. Excellent communication and planning skills. Detail-oriented and reliable.

  • Safety practices
  • Customer Service
  • First Aid/CPR
  • Communications
  • Team Building
  • Relationship Development
  • Network troubleshooting
  • Static IP configurations and static pushes
  • Basic knowledge microsoft office (word, publisher, excel, powerpoint, etc)
  • Equipment repairs
  • Cabling layouts
  • Device configuration
  • Customer education
  • Troubleshooting skills
  • Device Installation
  • Documenting activities
Work History
Field Operations Supervisor, 10/2006 - Current
Ambulnz Carmel, NY,
  • Led the SMB team in delivery of all SMB services as well as training the SMB techs in new products and procedures, resulting in a team that is driven and determined to provide exceptional customer services to all SMB and residential customers alike.
  • Assisted with training and supporting the field techs (residential/SMB) and providing a positive and open demeanor for them to feel comfortable approaching us with any ideas or concerns that they may have which resulted in open/improved communication and a willingness to go the extra mile.
  • Participated in our Monthly Mentor Huddles for Hawaii's leadership, resulting in networking and new work relationships that has contributed in updated information of any problems or training material to help us better succeed.
  • Assisted with ORT and BOT testing for Hawaii's launch.
  • Assisted Kauai's supervisor with Field Safety Observations, evaluations, training, implementing Spectrum requirements, implementing CPE inventory and deployment.
  • Completion of Leadership classes: Growing Leaders/DiSC and FOLD.
  • 14+ years of experience and obtained skill sets in residential services, SMB: Static modem scripting/business class phone installation and wiring/ hospitality: in-room wifi/ managed wifi, enterprise: Fiber networking/ cell tower installation and support/ PRI telephony installation and support, construction/ engineering duties: updating and moving site surveys in PRISM/ completing and uploading construction surveys and mapping documents, underground cable toning.
  • Conducted scheduled and impromptu evaluations to assess work performance.
  • Trained technicians on SMB static IP modem scripting, telephony cross connects, and troubleshooting techniques.
  • Planned and oversaw team operations on Kauai on various bulk property installs to ensure proper project planning and immediate escalation of any issues that occurs for a swift resolution for a better customer experience as well as team support.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
  • Increased customer satisfaction by resolving repeat service issues utilizing web tools (monitoring), test equipment, QC, and consistent customer communication as well as a follow up call once the issue has been resolved.
  • Worked flexible hours; night, weekend, and holiday shifts.
Instructor, 10/2018 - 09/2021
American Advanced Management, Inc Stockton, CA,
  • Educated students on CPR and First Aid applying variety of instructional techniques, including hands-on curriculum.
  • Provided clear, informative lectures on safety/blood born pathogens to classes of 10-20 students.
  • Increased student participation in First Aid and CPR programs by effectively facilitating interesting and relevant events.
  • Administered exams and First Aid and CPR assignments to monitor student understanding and progress, implementing systems to fix blocks in comprehension or learning.
Security Officer, 01/2005 - 10/2006
Management & Training Corporation Philadelphia, PA,
  • Gathered information, identified and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
  • Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
  • Monitored central alarm systems for fire, intrusion and duress alarms and responded to emergencies to provide first aid and/or assisted with emergency evacuations.
  • Permitted entry with escort for approved persons into secure locations.
  • Reviewed camera and system feeds and alerted proper respondents regarding discrepancies.
  • Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
  • Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of building.
  • Guided periodic property safety inspections and oversaw remedial action for potential hazards.
High School Diploma: , Expected in
Kauai High School - ,
Certifications: Computer Networking And Telecommunications, Expected in
NCTI - Lihue, HI,
  • .Received certifications in computer and security networking, telecommunications, and low voltage

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School Attended

  • Kauai High School
  • NCTI

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