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

Enthusiastic forward-focused professional with 7+ years of diversified experience, providing information technology support for both account management and customer relations with knowledge of Comptia A+ and Network+ skills. Also, has proven great with utilizing my knowledge of Microsoft Certified Systems Administration (MCSA). Skilled professional with broad base of experience in technical support and operations with excellent knowledge of troubleshooting hardware and software issues. Resolves problems quickly, delivering high levels of customer satisfaction. Adept at undertaking research and analysis assignments entailing examination of data and making recommendations based on available facts and conclusions. Proven to be very resourceful with strong time management and multitasking skills, and a knack for adapting easily to new
situations. An effective communicator with a demonstrated ability to work collaboratively across multifunctional teams. Seeking to leverage my technical, analytical and communication skills in any I.T. Support or helpdesk position.

  • Desktop support
  • Customer service expert
  • Application support
  • Interpersonal Communication
  • Data recovery
  • Staff education and training
  • Excellent work ethic
  • Written Communication
  • Responsible
  • Conflict resolution
  • Excellent customer service
  • Strong Multitasking skills
  • Critical Thinking
  • Problem Analysis and Resolution
  • Meeting Deadlines
  • Team Leadership
  • Goal Oriented
Work History
I.T. Support/Data Center Technician, 03/2019 to Current
Function Of BeautyCaledonia, MI,
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Investigate, diagnose, and resolve software and hardware support problems locally and for other locations across the fund.
  • Uploaded new software, rolled out updates and applied patches to computers upon release to thwart potential threats from penetrating networks.
  • Respond to customer support tickets promptly through our ticketing system "SERVICE NOW", providing high level technical support, documenting resolutions to support requests daily, and escalating tickets as needed.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Install and configure systems, networks, printers and many more major and minor peripheral devices.
  • Maintain accurate data on company PC inventory and other I.T. assets across the ITD department.
  • Manage stocks of equipments like polycom, phones, patch cords and many more for annual meetings and for staff across the fund.
  • Intermediate-level, decision making, analytical problem solving and interpersonal skills.
  • Support Technology and Innovation Team as needed including quality improvements, process improvements, SOP modifications and creation
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Executed various techniques, to maintain servers and systems, keeping networks fully operational during peak periods.
IT Technician, 01/2016 to 02/2019
City Of Sunny Isles BeachSunny Isles Beach, FL,
  • Managed system-wide operating system and software deployments, as well as related software upgrade problems.
  • Set up hardware and software in optimal configurations to meet network performance requirements.
  • Established, repaired and optimized networks by installing wiring, cabling and devices.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Delivered network technology training to junior team members and end-users, enhancing knowledgebase and team productivity.
  • Configured hardware, devices and software to set up work stations for employees.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Executed various techniques, to maintain servers and systems, keeping networks fully operational during peak periods.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Answered and triaged requests for assistance in order to provide top-notch support.
  • Analyzed major and minor issues to identify troubleshooting methods needed for quick remediation.
  • Updated department documentation such as license databases, infrastructure maps and FAQs to maintain consistent response levels.
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Devised solutions to operations issues related to different systems and software, working closely via phone, email, live chat and web teleconference.
IT Analyst, 11/2014 to 12/2015
ICT CmmunicationsCity, STATE,
  • Reviewed performance benchmarks and established metrics for future tracking.
  • Collaborated closely with upper management to drive strategy through development and implementation of new processes.
  • Documented procedures and business processes and shared information with appropriate stakeholders.
  • Helped improve technical operations by showing clear connection between current policies and business results to yield positive outcomes and company growth
  • Developed flowcharts and diagrams to describe and lay out logical operational steps.
  • Resolved malfunctions with systems and programs through troubleshooting.
  • Oversaw installation of software programs and hardware systems to meet Company requirements.
  • Improved network systems by adding new features and infrastructure, enhancing which resulted to better technical service that meets our client needs.
  • Investigated and addressed system issues to enhance usability and improve functionality.
  • Participated in internal audits regarding quality management system.
  • Delivered in-depth hardware and software training, imparting knowledge of best practices for protecting data and minimizing errors.
  • Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.
  • Monitored employee tasks, evaluating information processing and performance to gauge business functions and inefficiencies.
  • Evaluated and adopted new technologies to address changing industry needs.
  • Boosted information sharing by enhancing interfaces between computer systems.
: I.t. Certification Courses, Expected in 12/2019
The Academy Of Computer Education (TrainACE) - Greenbelt, MD,
  • Computer Certification ideal - A+ / N+ Certification Courses
Bachelor of Science: Cyber Security And Computer Networks, Expected in 12/2023
University Of Maryland - College Park - College Park, MD
Associate of Science: Computer Networks, Expected in
Montgomery College - Rockville, MD
: I.T And New Generation Technologies, Expected in 07/2012
United Nations Institute For Training And Research - Shanghai Supercomputer Center, Shanghai, China,
  • Cloud Computing
  • Information Security Systems
  • Information Security Management
  • Computer Crime Investigation
  • Computer Forensics Technology
  • Ngeek Information Security Monitoring Laboratory
  • Disaster Redundancy Technique
  • Cloud Container Data center Solutions
  • Calligraphy
  • Strategic Planning of Information Technology Part 1&2
  • IPV6
  • Education Information System Solutions Based on Lemote CPU
  • Website Interface and Website Image Design
  • Introduction of Server and its Application design
  • Website Application and Design on Java Server
  • Application of database and Mobile Technology
  • Fibre Optic Cables Communication Technology
  • Development and Application of Open Source Software
  • Development of Shanghai Software Testing
  • Development of Kingsoft Software
  • City Security and Application of ICT Products
  • ERP Architecture Design in Enterprises
  • Data Traffic and Defense (Hengtong Group)
  • Shanghai Cyber security Company Ltd.
: , Expected in
Siliconpro - Salem Street, Kuku Hill, Osu,
  • Microsoft Certified Systems Administration courses
  • Information System Technologist
  • Managing and Maintaining a Windows Environment

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School Attended

  • The Academy Of Computer Education (TrainACE)
  • University Of Maryland - College Park
  • Montgomery College
  • United Nations Institute For Training And Research
  • Siliconpro

Job Titles Held:

  • I.T. Support/Data Center Technician
  • IT Technician
  • IT Analyst


  • Bachelor of Science
  • Associate of Science

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