Information Systems Support Specialist Resume Example

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Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:

Talented Technical Customer Service Specialist with a knack for finding solutions quickly and exceeding customer expectations. Seeking to bring 15 years of experience resolving complex software issues, hardware issues and Help Desk Team Lead skills. In pursuit of an opportunity to bring enthusiasm for creative solutions using ITIL Best Practices.

  • HDI-CSR Certified
  • ITIL Foundation Course
  • HEAT 2013 Service Management Software
  • Technical help desk experience
  • Troubleshooting proficiency of Desk Top incidents.
  • Excellent problem solving skills
  • Software Troubleshooting
  • Strong analytical skills
  • Windows 8/7/XP and Apple iOS systems
  • MS Office 2003/2007/2010/2013
  • Strong Communication Skills
  • Exceptional telephone etiquette
  • Patient and diligent
  • Working independently

Automated repeatable tasks in the call center where possible to increase efficiency

Consistently received a 100% rate of customer satisfaction

Implemented network access for field technicians

Promoted and marketed the call center to company employees

Created a video presentation for a Password Self Service roll out project

Worked on a team to retrieve and organize information from the current ticketing system to a new call center ticketing software application HEAT 2013 Service Management.

Information Systems Support Specialist, , 11/2011 to Current
Jacobs Engineering, AACO ContractCity, STATE,
  • Resolved client's issues relating to Network, Hardware & Software by phone, email and voice mail.
  • Logged and tracked client tickets on technical issues via HEAT call logging Software
  • Resolved client issues, installing and configuring software. network settings, working in Active Directory with groups adding clients to specific groups and containers for network drive access, GroupWise and Gmail issues. Troubleshooting Internet issues, network connections, installing and resolving issues with printers, using Proxy software and Remote Desktop connection.
  • Worked with Network Administrator on a self-service password reset system and documenting and creating a PowerPoint presentation on using all aspects of the Password Self Service module.
  • Created a Policy and Procedure template for the Quality Assurance Administrator.
  • Back up to the Lead Help Desk Technician
  • Held training class for County Executive's Constituent Services group on Google docs, sheets and drive
  • Excellent customer service skills, and a strong work ethic to go above and beyond to assist the clients.
SR. Information Systems Support Specialist, 02/2001 to 11/2010
Anne Arundel County GovernmentCity, STATE,
  • I accepted the role of Administrator of the Call Logging system and Help Desk when asked by the Chief of Client Support.
  • Along with the Chief of Client Support, we set up a marketing campaign through GroupWise to extend the JDEdwards OneWorld Help Desk, to assist all of Anne Arundel County's employees in troubleshooting and resolving client computer problems over the phone and through remote applications.
  • Created business rules to automate and make more efficient the call logging system so cumbersome manual emails were a thing of the past and the system would automatically send the emails out.
  • I installed Call Logging software on remote desktops, using remote software, to extend the reach of the call logging system to the Field Desktop technicians and divisions within OIT.
  • Supervised AACO Help Desk Support team ensuring coverage was met, that service was consistent, including updating latest procedures for troubleshooting network issues, standard and proprietary software, within the Call Logging first level support module.
  • Worked effectively with Network and Server Administrators as well as, System and Program managers to ensure the help desk staff was kept up-to-date and excellent and professional customer service was being met.
  • The AACO Chief of Client Support asked for my assistance with budget preparation, when adding training or upgrades for the Help Desk.
  • Worked with technical desktop support staff in testing software on images and exchanging information for consistency in the field, as well as, on the help desk.
  • I coordinated the project of installing the FrontRange IP Call Manager phone system for the AACO IT Help Desk. My project involved working with the Network and telecommunications group to create a subnet for the help desk phone system, along with FrontRange Solutions to install the Vega stream server to communicate with the IP Call Manager software and the Call Logging system.
  • I was supervisor of the everyday operations of 3 to 4 technicians on the Help Desk.
  • Generated statistical reports in Crystal Report, created Help Desk policy and procedures and scheduled training classes for employees when necessary.
  • I assisted the Help Desk receiving calls from clients then logging and tracking client tickets on technical issues via phone and email. Resolved client issues regarding hardware and software utilizing remote desktop software.
  • Built a great rapport with all I worked with as well as vendors. My goal was to market the Help Desk county wide working with the Client Support Chief to create a campaign that would inform our clients of the wide range of issues we are able to resolve at the first level and to inform them of more efficient ways of using their systems, we were able to build the call volume up to about a 100 calls a day during my tenure.
  • Was in the process of creating a project to leverage the call logging system to take hardware and software inventory of the pc's to populate the fields within call logging so the technicians would have more information available to them when troubleshooting.
Clerk Typist III, 05/1990 to 01/2001
Anne Arundel CountyCity, STATE,

Managed office operations

Purchased supplies and materials to ensure compliance with state regulations

Prepared payroll weekly, calculated time sheets, processed payroll reports for 15 employees.

Created, received and approved purchase orders.

Created documents from draft, tape recordings and handwritten copy

Greeted clients and vendors, answered phones, responsible for the filing and copying of employee, state, and general correspondence.

Certification: Customer Service Representative, Expected in 2015
Help Desk Institute - ,

HDI Customer Service Representative - Certification Identification: 3_1156723_1011

Certificate of Completion: ITIL Foundation, Expected in 2014
ITTrainingZone - ,

Continuing education in ITIL Foundation Course

: Intro to Computers, Expected in 2001
Anne Arundel Community College - Arnold, Maryland

Anne Arundel Community College, Arnold, Maryland

Professional Affiliations

Kent Island Elks Organization:

I was the president in 2009 to 2010, demonstrating my strong leadership skills and increasing the Charter's bank account, along with implementing checks and balances for the overall Elks Lodge and increasing the bottom line and upgrading systems within the organization. Creating team spirit and camaraderie among members and officers.

I was part of the Trustee team seated at the 5th year, 4th year and 2nd year seats.

Chaired the Americanism committee, and the lodge newsletter for 4 years.

I was also a team member on the Veterans committee, Membership committee, Flag Day committee and the Memorial Service committee.


Proficient in Help Desk Software and Hardware Technical Support.

Excellent Customer Service Skills, Exceeding Customers Expectations Giving 100%

Documenting information for the average Client using end products, in easy to understand terms.

Proficient in Microsoft Office 2003, 2007, 2010 Pro and 2013.

Experience in Active Directory.

Testing and troubleshooting software.

Detailed in Logging Calls and Instructional Documentation, ACD Phone System, Mobile Device Setup for Android and iPhone.

Troubleshooting Windows XP, Windows 7, and Windows 8, iOS Operating systems

Apple iPhones and iPads programs.

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Resume Strength

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Resume Overview

School Attended
  • Help Desk Institute
  • ITTrainingZone
  • Anne Arundel Community College
Job Titles Held:
  • Information Systems Support Specialist,
  • SR. Information Systems Support Specialist
  • Clerk Typist III
  • Certification
  • Certificate of Completion

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