Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

Objective: Quality-focused IT professional with 15+ years of experience as systems engineer and software/hardware support specialist. Proven ability to create and deliver solutions that meet corporate objectives tied to business and technology performance. Comfortable operating in a wide range of platforms and environments. Effective communicator; able to explain complex processes in easy-to-understand terms for end users. Skilled in proactive identification and resolution of critical systems/network issues.

  • 10 + years of professional technical support & digital multimedia support
  • 10 + years of Cable of Telecommunications Technical Experience
  • Approach, Access, SS7
  • Basic, Back-office, Supervision
  • Broadcast, Office, Switchboard
  • Cable, Windows, Switches
  • Cisco, 3.1, TCP/IP
  • CMS, Monitors, Technical support
  • Hardware, Multimedia, Telecommunications
  • Controller, Network, Telephony
  • Client, Networking, Telnet
  • Data analyst, Networks, Troubleshoot
  • Databases, New product development, Troubleshooting
  • Database, PC hardware, Validation
  • DHCP, Personnel, Verbal communication skills
  • Digital Video, Policies, Video
  • DNS, POP3, Excellent written
  • Email, Problem-solving
  • Firewalls, Skills
  • Focus, Protocols
  • FTP, Quality control
  • Gateways, Radio
  • HTTP, Research
  • Hub, Router
  • Internet protocols, Routers
  • IP, SSH
  • Leadership, Servers
  • Logging, SMTP
  • Market, Software installation
Work History
INTEGRATION ENGINEER, 06/2015 - 04/2019
Caterpillar Cumnock, NC,
  • Conducts expert-level troubleshooting and analysis, including code-level and diagnostic log analysis.
  • Responsible for assisting both Tier I, II, and III with research and development of solutions personnel
  • Responsible for training all down-tier support teams on troubleshooting methods, issues, identification, and resolutions.
  • Manage events by detecting and indentifying issues and clarifying symptoms by working to restore services.
  • Translate support issues identified from escalations into changes to the design of the infrastructure and applications.
  • Contribute to new product development through reviews, testing, and readiness' and transition activities.
  • Perform data analyst of servers and incoming data streams to provide proactive troubleshooting and insight to identify and detect growing problems and prevent outages to the entire market.
  • Provides support to National Video Back-office teams to ensure there are no conflicts with IP addresses and program guides.
  • Monitored video databases to ensure network and database congruency performs daily system health checks on Cisco/Arris controllers.
  • Updated quality control standards, methods and procedures to meet compliance requirements.
  • Assisted with single entry point for complex chronic incidents such as Client errors, MOCA Networks, DOCSIS.
  • Video On Demand, Switched Digital Video, IP Address Conflict, Program guide, Channel issues and IP Protocols.
  • Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
  • Helped streamline repair processes and update procedures for support action consistency.
Blend Atlanta, GA,
  • Provided technical support, incident handling and resolution of complex customer escalations from Field Services, Business Teams, Tier 1 and Tier 2 organizations.
  • Provided support for product applications such as, Telephony, Broad Band Internet, Email, and Cox Home Life.
  • Vast knowledge in advanced telecommunications tactics and the ability to work collaboratively across Tier 1 customer facing teams, Tier 2 Network Operations Centers and Tier 3 and 4 Dev Ops and Engineering teams.
  • Equipped and organized facility to comply with company strategy for online and offline quality controls.
  • Performed service validations based on product, service, or application functionality and operations use.
  • Worked with users to diagnose and resolve network and device problems and implemented established technical or procedural solutions.
  • Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance.
  • Monitored and analyzed system performance, such as network traffic, security and capacity.
  • Evaluated hardware and software to determine efficiency, reliability and compatibility with existing systems.
NETWORK ENGINEER, 05/2009 - 06/2014
  • Responsible for providing basic level of analysis and problem-solving skills to resolve complex issues throughout the entire Company network.
  • Respond to escalations and resolves issues that arise from hardware and software failures on the Company network.
  • Organizes and performs all scheduled maintenance activities and make sure it is correct on each end.
  • Provides surveillance for the network from the hub to the backbone.
  • Monitors VOD run stats.
  • Re-grooms existing channels.
  • Uses all available tools to monitor and isolate outages across all product lines.
  • Acts as local liaison to identify, correlate, communicate, and verify customer impact for nationally managed care team events.
  • Provides remote assistance by assisting with escalated calls and troubleshooting.
  • Assist with ordering hardware replacements on an as needed basis.
  • Identify platform impacting issues and partner with Tier 3 support teams and development to implement and test fixes and resolution.
  • Correlate communication of impacting events to Tier 1 partners and field front line leadership.
COMCAST, 06/2006 - 05/2009
  • Improved quality processes for increased efficiency and effectiveness.
  • Updated quality control standards, methods and procedures to meet compliance requirements.
  • Assisted with software installation, and windows interface and access the control panel to configure components.
  • Worked on drop system signal analysis, CPE to tap, CPE to first active device, HFC network infrastructure.
  • Assisted with product confidence through knowledge of company's products.
  • Worked on Comcast High Speed Data and Comcast Small Office Networks.
  • Investigated and resolved customer complaints to foster satisfaction.
: , Expected in
CCNA Certification - ,
: , Expected in
NCTI Certification - ,

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