Multi-talented Manager, Jessica Claire is an IT Leader with over 20+ years of experience in Desktop Support, Service Desk, Asset Management, and Technical and Process documentation.
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Supervisor, Remote Resolve - 2015 - 2017
Senior Field Support Analyst, BSW of McKinney - 2012-2015
Field Support Analyst - Bryan Tower Corporate - 2008 - 2012
Desktop Support Analyst, 2005 - 2006
Service Desk Supervisor, 2003 - 2005
Service Desk Analyst, 2008 - 2003
· Highest-ranking Desktop Support Engineer in 2008.
· Promoted from answering inbound calls for Alamo and National Car Rental agents to providing technical support with Field Services (PC Refresh Deployments/OS Migrations) functions for 2 major car rental companies, Vanguard locations in US.
· Provided Tier 2/3 Support for all PC related issues for over 2500 agents in US.
· Leveraged ticket tracking system (Remedy) to prioritize, track and document problem Resolves and notify customers of issue status.
· Managed Novell NetWare Environment and was sole administrator for Novell ZENworks management platform.
· Imaged and deployed software / hardware as needed by request / incidents.
· Took phone calls from local agents (40-50 per day).
· Maintained highest individual FCR and CSAT score every month out of 16 analysts.
· Performed basic troubleshooting, password resets, and software installations.
· Verbalized technical information in clear terms to non-technical individuals to promote better understanding.
· Recognized as “instrumental in the success” to both Service Desk and Remote Resolve teams in 2021
· Identified as a primary contributor during Baylor Scott & White Healthcare IS transition to Atos, 2021
· Awarded “Building a Bridge” between Service Desk and Remote Resolve, 2018
· Promoted to IS Manager within a year from Supervisor
· Published documentation for all processes involved with troubleshooting and collaborated with teams in the development of several new processes.
· Achieved 10% User Experience by introducing Warm Transfer between Service Desk and Remote Resolve.
· Supervised team of 26 staff members.
· Lean Certified
· Dell Certified Technician, Dell - 2020
· Microsoft Certified System Administrator, MCSA - 2002
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