Jessica Claire
, , 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - -
Professional Summary

Accomplished IT Help Desk/Troubleshooting with over 3+ years of information technology support experience. Tech-savvy professional well-versed in installing and configuring computer systems, diagnosing hardware and software defects and supporting new application roll-outs. Certified in IT Help desk, certified comptia a+ and a certified AWS solution Architect. Committed to providing efficient, high-quality support and ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.

  • G-suite, Microsoft Office Suite, Office 365, Jira
  • Hardware: installations and swaps for laptops,
  • Desktops, mobile phones, hardware
  • Customer Service/Support
  • Operating systems: Windows 7/8/10, VMwares;
  • Active Directory, Networking
  • Architect, Operating systems
  • Basic, Personnel
  • Billing, Pricing
  • Business development, Problem resolution
  • Call center, Problem-solving
  • Com, Servers
  • Excellent communication, Swaps
  • Interpersonal skills, TCP/IP
  • Hardware, Technical Support
  • Network systems, Technical assistance
  • Credit, Technician
  • Critical thinking, Phone
  • Client, Phones
  • Customer Service, Training manuals
  • Customer support, Troubleshoot
  • Delivery, Troubleshooting
  • Desktops, Upgrades
  • DNS
  • Editing
  • Email
  • English
  • Fast
  • File management
  • French
  • Help Desk
  • LAN
  • Laptops
  • Math
  • Access
  • Microsoft Office Suite
  • Office
  • Windows 7
  • Needs assessment
  • Support Ticket System Management
  • Remote System Analysis
  • Network Infrastructure Monitoring
Work History
05/2018 to 01/2021
IT Help Desk Technician Erin Condren Design Hawthorne, CA,
  • XXXXXXXXX - Credit Union of Bamenda - Bamenda, Northwest Region Created new accounts, reset passwords and configured access to servers and file management software for users.
  • Responding to phone calls, texts and emails providing customer service/support to customers.
  • Responding to queries on the phone, via email, in person, or through remote access.
  • Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.
  • Training computer users.
  • Training other staff on troubleshooting and diagnosing problems.
  • Gaining feedback from customers to improve training methods.
  • Writing and editing training manuals.
  • Running reports and analyzing common complaints and problems.
  • Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
  • Tested performance, functionality and security of network systems, individual workstations and peripheral devices.
  • Reviewed current hardware and software configurations and recommended modifications to increase system speed.
  • Increased overall company performance through improved IT uptime and cost reductions.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Configured hardware, devices and software to set up work stations for employees.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Performed tests of functionality, security and performance of different workstations and devices.
  • Assisted customers with product selection based on stated needs, proposed use and budget.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Trained and supported end-users with software, hardware and network standards and use processes.
02/2018 to 05/2020
Customer Service Representative Acme Brick Tile & More Malvern, AR,
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Delivered service and support to each customer, paving way for future business opportunities.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Documented conversations with customers to track requests, problems and solutions.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Created and implemented process improvements to reduce workloads and bolster callback efficiency.
  • Reviewed account and service histories to identify trends and issues.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Educated customers on special pricing opportunities and company offerings.
  • Contributed to company achieving and holding industry-leading customer service ratings.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
02/2019 to 02/2020
Epic Analyst/Chart Analyst M T Health Center City, STATE,
  • Communicated effectively with staff, patients and insurance companies by email and telephone.
  • Interacted and communicated easily with department personnel and public.
  • Reviewed charts and flagged incomplete or inaccurate information.
  • Maintained accuracy, completeness and security for medical records and health information.
  • Used classification manuals to gain additional knowledge of disease and diagnoses processes.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
  • Boosted information sharing by enhancing interfaces between computer systems.
  • Led and audited international subsidiaries and operational processes to mitigate risks.
  • Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.
  • Applied knowledge of data modeling and statistical analysis to note trends and draw conclusions.
  • Evaluated and adopted new technologies to address changing industry needs.
  • Reviewed performance benchmarks and established metrics for future tracking.
  • Documented procedures and business processes and shared information with appropriate stakeholders.
Expected in
Bachelor of Science: Math and Computer Science
University Of Buea - ,
Expected in
: Technical Support Specialist/Help Technician.
Intellipaat - ,
Expected in
: Comptia A+
Intellipaat - ,
Expected in
: AWS Solution Architect
Intellipaat - ,

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School Attended

  • University Of Buea
  • Intellipaat
  • Intellipaat
  • Intellipaat

Job Titles Held:

  • IT Help Desk Technician
  • Customer Service Representative
  • Epic Analyst/Chart Analyst


  • Bachelor of Science

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