Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,

A position as Helpdesk Support Analyst using 4 years’ experience with a Bachelor's degree in IT, working knowledge of Active Directory, Microsoft Exchange, Helpdesk/desktop support, strong troubleshooting abilities on hardware and software issues, ability to work independently and in a team with an excellent oral and written communication skills and a proven record in providing excellent customer service.

  • Operating System: Windows XP/7/8/8.1, Mac OS X 10.5, Linux OS and Android platforms
  • Software: Microsoft Office 2007/2010, Open Office, Avast Internet Security, Microsoft Lync NOD32 Internet Security, VMware, TeamViewer, Google Apps, Acronis, Exchange 2010/2013, Varonis, Webex, Microsoft Exchange 2010
  • Networking: Wireless 802.11 a/b/g, Firewall, LAN/WAN, DNS, TCP/IP, and VPN
  • Ticketing System: InCircuit, BMC Service desk.
  • Printers and Scanners: HP, Richo, Lexmark, Canon
  • Hardware: PC's and Laptops (HP, Acer, Dell, Lenovo, Asus, Toshiba, Apple Mac)
  • Browsers: Internet Explorer, Firefox, Chrome, Safari
04/2015 to 09/2015 Helpdesk Support Analyst Db Schenker | Las Vegas, NV,
  • Provide technical assistance and support for incoming issues related to computer systems, software, and hardware.
  • Created more than 500 network account using Service desk and Active directory applications
  • Resolved technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
  • Help Desk Support for over 250 workstations and other IT equipment (installs, moves, and changes)
  • Imaged over 20 laptops and desktops every month with Windows 7 Enterprise for the company with custom settings via SCCM.
  • Close more than 200 Service desk tickets within a month.
  • Created distribution list for 150 cities using Microsoft Exchange 2013.
  • Maintain daily performance of computer systems. Respond to email messages in Outlook for end users seeking help.
  • Designed electronic chart for over 200 distribution list sites, using Microsoft Visio
  • Resolved technical issues for clients in person, on the phone and through e-mail.
  • Configure BIOS and Windows settings for standard image on workstations.
04/2014 to 11/2014 IT Technician I First State Bank Of The Florida Keys | Marathon, FL,
    Networked cables with Cisco 2960 Switch to image 2000 ASUS workstations with Windows 8.1.
  • Installed and configured workstations for docking station connections on LAN Installed Windows workstation operating system on Administrative computers and configured for TCP/IP network
  • Researched and resolved problems on workstations and LAN, including IP resolution, cabling problems, and peripheral malfunctions
  • Analyze hardware and software settings on workstations and make the necessary recommendations
  • Performs back-up, recovery and systems monitoring when malfunction occurs.
09/2013 to 04/2014 Sales Associate Autonation, Inc. | Peoria, AZ,
  • Process and generate bills, accept cards and cash for payment of the same.
  • Operate cash register in order to manage cash for sold items and calculate discounts as appropriate.
  • Participate in end year inventory and cycle counts in Langley/Eustis in 2014.
06/2010 to 07/2013 IT Helpdesk Manager Foursquare | Los Angeles, CA, Ghana
  • Upgraded computers from Microsoft Office 2003 to Office 2010 and trained end users on new software changes and additions
  • Improved staff productivity and reduced outside training expense by conducting in-house software training for 17 districts IT Coordinators
  • Focused on teaching staff short cuts for basic repetitive tasks, including setting up personal address books and public folders throughout the network in Windows 7
  • Developed and provided reports and recommendations to project managers concerning inventory, usage and performance of all computer equipment
  • Designed an inventory system for hardware and software to help track accountability, repairs and value of equipment using Microsoft Excel 2007
  • Assisted in the installation of School Management software on Windows 8.0 for more than 300 schools.
05/2008 to 09/2008 IT Support Specialist Sirius Xm | Lawrenceville, NJ, Ghana
  • Investigated and resolved the motherboard and memory malfunctioning of 35 Dell OptiPlex desktop computers
  • Used relational database to enter commodity information for 3 different regions
  • Analyzed user interface, maintain hardware and software routine checks, and proposed system upgrades on 100 workstations in the department
  • Trained over 120 IT staff to detect network traffic on a specific port on the office LAN
  • Used Microsoft Excel to perform calculations on commodity prices and percentages
  • Troubleshoot hardware and software malfunction in desktop and laptop computers Monitored application software performance and assisted with technical support.
Expected in 2015 Masters of Science | Information Technology Information Technology- Network Management Colorado Technical University, Colorado Springs, CO GPA: GPA: 3.90

Expected in 2014 Certifications | A+, Network+, Security+ CED Solutions, Marietta, GA GPA:

Expected in 2010 Bachelor of Science | Information Technology University of Education - Winneba, Kumasi, Ashanti Region GPA: GPA: 2.90

Additional Information

Military Spouse

Service: Navy (Active Duty)


Active directory, back-up, Cash register, PC Maintenance, DNS, Microsoft ActiveSync, Firewall, Computer Imaging, Internet Security, Inventory, IP configuration, Local Area Networks, Linux OS, Mac OS, Microsoft Exchange 2010/2013, Microsoft Office, Windows XP/7/8.0/8.1, Networking, Internet Research, POS, Printers, Scanners, Software training,TCP/IP, Technical support,Troubleshooting, PC upgrades,VPN, Visio, Mobile device (Windows, Android, Mac iOs)

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy


Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

How this resume score
could be improved?

Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:


resume Strength

  • Length
  • Personalization
  • Strong Summary
  • Target Job

Resume Overview

School Attended

  • Colorado Technical University
  • CED Solutions
  • University of Education - Winneba

Job Titles Held:

  • Helpdesk Support Analyst
  • IT Technician I
  • Sales Associate
  • IT Helpdesk Manager
  • IT Support Specialist


  • Masters of Science
  • Certifications
  • Bachelor of Science

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in: