Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Seasoned Computer Technician versed in the installation and maintenance of a wide range of computer hardware, software and operating systems. Patient and resourceful. Customer service-oriented committed to resolving problems for customers quickly and accurately to reduce downtime and increase productivity. I am proficient at communicating complicated technical concepts to users with varying degrees of technical understanding. Knowledgeable in an assortment of operating systems, applications and hardware.
IT Coordinator Desktop Support Specialist, 07/2006 - Present
American Commercial Lines Llc Cairo, IL,
  • Support, repairing PC's and peripherals, installed new software, hardware, and network devices.
  • Installed, configured, upgraded OS and software using SCCM and Ghost onto Dell & Lenovo Systems.
  • Researched, tested, and resolved issues during the repair.
  • Maintained, repaired, and updated Windows 98, XP and Windows 7 Desktops/Laptops.
  • Supported Virtual Citrix applications.
  • Helped manage SAV & SCEP Anti-Virus updates.
  • Maintained an inventory of computers that are out of warranty.
  • Supported staff member functionality in Outlook.
  • Received problem tickets through Microsoft Service Manager ticketing software.
  • Supported end users through email, over the phone and in person.
  • Provided audio visual support in the class rooms and conference rooms.
  • Managed and upgraded campus Inter-Tel 5000 phone system.
  • Acted as lead for Inter-Tel 5000 system upgrade.
  • Maintained Application servers, Domain Controller, Active Directory, and File servers.
  • Maintained Network Wiring Closet.
  • Account Administration for Active Directory and Microsoft Exchange.
  • Print Server management.
  • Managed share permissions on file server.
  • Built and managed parts look up server for Honda, Yamaha, Kawasaki and Lightspeed.
  • Configured CISCO/Juniper Switches.
  • Assisted troubleshooting and repair of LAN and WAN infrastructure, including on-site servers, WAPs, switches.
  • Worked with Network team on higher end troubleshooting, as needed.
  • Acted as lead technician when manager was unavailable.
  • Worked with manager on budget and expenses.
  • Helped with project testing for new technology.
  • Helped Reduce maintenance cost by seeking different vendors.
  • Excellent client service, interpersonal and communication skills.
  • Self Starter with the ability to handle multiple tasks and deadlines with minimal supervision.
  • Created Knowledge Base articles for documentation.
Helpdesk Analyst, 02/2005 - 07/2006
American Commercial Lines Llc Saint Louis, MO,
  • Provided operator support for Windows 2000/XP and AS400.
  • Supported Jwalk (AS400) resolving login and setup issues by checking configuration on users systems and monitoring server functionality.
  • Assisted users over phone and via Remote Admin checking the configuration.
  • Resolved desktop issues including operating systems, application, network and other software/hardware troubleshooting problems.
  • Used network tools to determine where the failure was occurring.
  • Worked with appropriate support group when issues out of my support capabilities to resolve the problem.
  • Account Administration for users in various different environments.
  • Worked with AS400 printer issues and troubleshooting.
  • Processed equipment request and validated user ID's for upcoming new employees.
  • Helped user with Outlook setup and troubleshooting.
  • Project lead over helpdesk tickets to help improve productivity.
Helpdesk Analyst, 06/2004 - 02/2005
American Express City, STATE,
Account Operator, 02/2004 - 04/2004
City, STATE,
  • support for Windows NT/2000/AD, Novell, AS400 and mainframe.
  • Supported ROVA(VPN) resolving issues by checking users connectivity and Secured verification.
  • Supported CiscoVPN.
  • Helped user setup their e-mail and business databases in Lotus Notes.
  • First level support that answered customer questions and solved issues over the phone and remotely via PCAnywhere.
  • Resolved desktop issues including operating system, application, hardware, network, and user initiated problems.
  • Used tools such as ping to determine where communication was failing for the user.
  • Notified appropriate support group when issue was out of my scope of control.
  • Worked with American Express Financial advisors and software.
  • Routed unresolved calls to the appropriate support group.
  • Followed strict procedures on creating, facilitating, and documenting call tickets due to the teams critical interaction with financial advisors.
Bachelor of Science Degree: Computer System Administration, Expected in August 2003
Stevens Henagar College - Provo, Utah
Computer System Administration 3.72 Cum Laude
Active Directory, AD, Anti-Virus, AS400, audio, Backup-Exec, Backup, budget, CISCO, Citrix, interpersonal and communication, Hardware, Controller, client, databases, Dell, Desktops, documentation, e-mail, email, File servers, Financial, Ghost, hardware troubleshooting, help desk, inventory, LAN, Laptops, Lotus Notes, mainframe, Exchange, Microsoft Exchange, Office Suite, Outlook, Windows 7, Windows 2000, 2000, Windows 98, 98, Windows NT, Network Wiring, Network, Novell, operating systems, OS, operating system, PC's, PCAnywhere, peripherals, Phone System, printer, Project lead, Express, repairing, Self Starter, servers, supervision, Switches, Switch, technical support, technician, Phone, troubleshooting, upgrade, VPN, WAP, WAN, articles

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