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

Ambitious, results-oriented IT professional with extensive and diverse experience with infrastructure, technical support and networking in the industries of banking, education and healthcare. Professional expertise includes troubleshooting, network operations and network management

Core Accomplishments

Strategy and Planning

Along with third party vendors, collaborated and assisted with the

upgrading of WLAN infrastructure for the Flint area high school


Assisted with developing and drafting a school wide technology plan

which focused on a robust acceptable usage policy, improved

security, LAN/WAN management, disaster recovery planning and

media management.

Project Management

Collaborated with several small organizations in identifying and

addressing technical issues, recommending upgrades, hardware

refreshes. Serving as the point of contact in resolving issues, hardware

and software upgrades.

IT Training

Successfully trained staff members and residential customers on using

various educational technologies and applications.

Successfully developed a basic troubleshooting tip sheet for staff

members to utilize for minor technical issues.

Help Desk Support

Reduced technical escalations to supervisors by 95% to only 2 per day.

Due in part to strong technical knowledge, resolution knowledge,

superior phone skills, walking the customer through the issue.

Technical Support

Managed over 2000+ end users in both a global and domestic

environment; performing first, second and third level technical support,

ranging from hardware repair to software upgrades.

Network Support

As the field technician managing 10 Flint high and elementary school

campuses; acted as first point of contact for all major technical issues,

including power outages, system failures and disaster recovery.

Successfully collaborated with Project Engineers, DTAC's, local TELCO

with planning, documenting, T1 circuit migration and turn-ups. Testing,

troubleshooting and resolving minor network instabilities.


Operating Systems and Servers

  • Windows 2000/XP/Vista/7/8
  • WindowsNT/2000/Windows 2003/Windows 2008
  • Novell Netware 6.5
  • Zenworks 11

Network Protocols

  • Frame Relay/ATM
  • T1/T3/VPN/DSL/Broadband
  • VoIP

Network Hardware

  • Cisco Routers, Access Points and Switches
  • Lucent Routers
  • Tasman Routers
  • Adtran Routers and Switches

Desktop Software and Suites

  • Microsoft Office
  • Open Office

Technical Skills

  • Hardware and software troubleshooting
  • Application management
  • Video and media management
  • Virus management
  • Database management

Work Experience
08/2013 to Current Independent Contractor Compugen | Houston, TX,

Incumbent local organization providing base level technical support to Small Businesses, Residential and Ministries in the Flint Area.

Hardware/software troubleshooting and repair.

Set up, configure wireless routers and networks.

Set up, installing and managing PC's and laptops

Providing training to customers to gain an basic knowledge of their


07/2012 to 05/2013 MIS Technician-Contract Asrc Federal Holding Company | Moffett Field, CA,

Managed day to day operations for ten Flint campuses with 1000+ end users, providing superior technical support to students and staff.

Analyzed and resolved complex network issues.

Hardware/Software/Media troubleshooting and resolution.

Network deployment, configuration and troubleshooting.

Worked with vendors in deploying wireless infrastructure.

PC/Laptop repair and imaging.

iPad, Blackberry, E-mail configuring and troubleshooting.

01/2011 to 02/2011 System Support-Contract Dish Network Corporation | Avon, MA,

Provided first level support to Fortis College in Cincinnati and Dayton, Ohio.

Managed and provided system, application, network analysis, troubleshooting and resolution for campus networks and hardware.

05/2010 to 07/2010 IT Field Technician-Contract Chicago Public Schools | Chicago, IL,

Responsible for performing a hardware refresh, upgrading analog phones to Cisco VoIP for Huntington National Banks main centers in the Columbus, Ohio region.

Configured, deployed and set up Cisco VoIP phones for 5000+ end users.

Performed network troubleshooting and resolution including keystone

repair, Cat-5 cabling, investigating Cisco PoE switch working with

Project Managers in locating all dead ports and drops and performing turn-ups.

2010 to 01/2010 Network Engineer-Contract Axos Bank | Omaha, NE,

Responsible for migrating network and circuits, working with on-site DTAC's during the JPMC/Washington Mutual merger:

Remotely worked with on-site personnel on nightly circuit migrations in

Florida, Oregon, Arizona, California and Washington.

Analyzed, supported, resolved any technical issues involving degrading

DS1 circuits.

Developed Visio flowcharts for all network documentation and updates

05/2009 to 09/2009 Network Support Technician Robert Half Technology | City, STATE,

Responsible for the migration of network printers for various pharmacies in the Omnicare network.

Migrated Class I, II, III and IV print servers

Performed software troubleshooting

Reconfigured Cisco switches for delivery to sites for upgrading and scalability.

Active directory account management, adding, removing or modifying

user accounts, deleting AD forests that were obsolete.

Modified and managed e-mail accounts.

09/2006 to 09/2008 Network Engineer Verizon Business | City, STATE,

Monitored day to day global operations analyzing, troubleshooting, resolving complex networks, MPLS, IPVPN, MLPPP and DSL issues.

Analyzed, troubleshot, resolved degraded circuits, hardware failure, network outages; working with on-site technician and engineers, compiling head to head testing, monitoring router uptime, and line errors Creating, documenting, tracking, closing open tickets.

Providing incident management, handling incoming calls, e-mails.

07/2005 to 05/2006 Technology Coordinator Academy Of Columbus | City, STATE,

Provided site consultation

Performed hardware and software troubleshooting and resolution;

including hardware refreshes and imaging

Deploying Firewall rules utilizing SonicWall

Windows Administration, managing Windows 2003. Deploying Group

Policies, managing AD forests and OU's

Assisted in configuring and deploying network updates, patches and

security, providing weekly backups

Assisted w/ drafting, developing and implementing a school wide IT plan

and AUP policy in conjunction with the requirements of the State of


Created technology budget, managed vendor accounts

Managed and maintained all media resources

07/2000 to 05/2004 IT Support Technician The Leona Group, LLC | City, STATE,

Served as point of contact, managing day to day technical matters. Managing two charter school campuses in Flint and Saginaw, Michigan

Performed hardware and software troubleshooting and resolution;

including hardware refreshes and imaging

Windows Administration, managing Windows NT, 2000 and 2003.

Deploying Group Policies, managing AD forests and OU's

Assisted in configuring and deploying network updates, patches and

security, providing weekly backups

Managed and maintained LAN running on three switches

Education and Training
Expected in 1998 Bachelor of Science | Management Information Systems Central State University, Wilberforce, Ohio GPA:

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Resume Overview

School Attended

  • Central State University

Job Titles Held:

  • Independent Contractor
  • MIS Technician-Contract
  • System Support-Contract
  • IT Field Technician-Contract
  • Network Engineer-Contract
  • Network Support Technician
  • Network Engineer
  • Technology Coordinator
  • IT Support Technician


  • Bachelor of Science

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