Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
An experienced Technical Support/Help Desk Professional seeking to learn and master new concepts within a Help Desk role. Experience identifying, diagnosing and resolving technical problems within a multi-user environment. Knowledge of Windows XP, Microsoft Office, Lotus Notes email client and Internet access. Experience utilizing Heat ticketing system, Active Directory, VPN and Remote Access. In-depth knowledge and understanding of numerous software packages. Exceptional customer service skills. Status: Employed, actively looking
Core Qualifications
Proficient and familiar, but not limited to: * Internet Explorer, Mozilla FireFox and Google Chrome * Deploying Software * Records Management * Lotus Notes * Microsoft Office Configuration * Heat; Parature (Remedy), Salesforce * Written Correspondence * Help Desk/ Desktop Support * Iphone, Android and Blackberry * Call Center/ Customer Service *Windows and Mac Platforms * Active Directory * Maintain, troubleshoot and repair computer system hardware/ software and computer peripherals
Received a "Customer Service Spot" award in recognition of the competency, dedication and sense of team work performed on the job
Professional Experience
05/2012 to Current IT Senior Help Desk Analyst Meridian Knowledge Systems | Washington, DC, Hours per week: 40 IT Help Desk Command Center Supervisor providing the University of Maryland University College 24/7/365 support via email, phone call and online chat supporting to more than 90,000 Students and Faculty (Stateside and Overseas). Tracks incoming inquires with a remedy-based tracking system. Forwards callers to the appropriate department within UMUC when necessary. Supplies general information support about UMUC and technical support for websites and programs used to complete assignments and programs for the online/campus and hybrid classes. Supports Windows (XP, Vista and 7), Mac (Tiger, Leopard, Snow Leopard and Lion), Personal Devices (Blackberry, Android, Iphone and Ipad). Provides customers with a resolution to their problem within minutes and forwards the solution to their email by the time the phone call and/or online chat is wrapped up. ◆ Train new IT agents with one on one shadowing and troubleshooting in MyUMUC, LEO, Google Mail and other systems ◆ Monitor schedule adherence of IT agents and adjust coverage as necessary ◆ Monitor queues daily and maintain coverage for emails, chats and incoming calls ◆ Assist IT agents with subject matter expertise and guide them to 1st call resolution ◆ Provide additional training to IT agents when areas of weakness are discovered ◆ Manage surveys on weekly basis; contact students and faculty via email or phone if necessary
04/2007 to 01/2009 Tier I Help Desk Analyst Five Star Quality Care, Inc. | Salem, OR, Hours per week: 40 Provided first-level technical support at the Department of the Interior for over 1200 clients in the DC metro area. Identified, diagnosed and trouble shot all hardware and software issues regarding Lotus Notes, Microsoft Office suites, Windows XP and Internet connections. ◆ Responded to request for technical support submitted by users via telephone, email or in person ◆ Created, managed, maintained and followed up tickets through Heat ticketing system until resolution; ◆ Documented and closed over 500 tickets ◆ Handled account administration such as creating Internet based (Inotes) email accounts, resetting and unlocking LAN accounts via Active Directory and updating various email routing distribution lists ◆ Helped set up workstations and laptops for new employees; configured systems, ensured network connectivity, and installed and tested hardware and software ◆ Maintained a 70% FTR (First Time Resolution) on all calls before escalating to 2nd level support ◆ Escalated tickets to Tier 2 & Tier 3 members while maintaining ownership of the tickets ◆ Utilized Remote Control tools such as Remote Assistance to control users PC to solve hardware and software issues ◆ Provided superb customer service to personnel and upper level management regarding any desktop issues or concerns ◆ Provided support for users connecting to the network via both wired and wirelessly using VPN ◆ Received a "Customer Service Spot" award in recognition of the competency, dedication and sense of team work performed on the job
04/2006 to 04/2007 Accounting Assistant National Vision | Grapevine, TX, Hours per week: 40 Handled various administrative and accounting duties such as data entry, filing, payroll entries and records management at BearingPoint for the Head Auditor of the Cost Plus Fixed Fee (CPFF) team. ◆ Utilized the audit library database system to record and track the location of all contracts ◆ Entered, maintained, updated and retrieved financial records from OneGlobe Intraspect automated accounting system ◆ Accessed, uploaded, replaced and submitted CPFF financial reports in OneGlobe Intraspect automated accounting system ◆ Utilized pivot tables to administer and monitor all BCs (Billing and Collections) financial transactions such as accounts receivables, billing costs and revenue; ensured total costs of all projects were recorded and computed correctly ◆ Processed payments and documents such as invoices and monthly statements ◆ Helped Senior Payroll Specialist record, compile and review timesheets and other payroll information; detected and reconciled any payroll discrepancies to ensure accurate payroll ◆ Updated CPFF and Civilian databases daily by utilizing the Vertical Lookup (VLookup) formula; refreshed data in pivot tables when projects were completed ◆ Helped Senior Network Administrator set up user accounts for new employees
10/2005 to 03/2006 Help Desk/ Data Entry Specialist Temporary Solutions, Inc | City, STATE, Hours per week: 40 Provided administrative and technical support to nonprofit organization at AIPAC (American Israel Public Affairs Committee). ◆ Keyed in a unique identification (ID) number into PledgeMaker 4.2 fundraising software system to track and review all current members donation records; ensured personal information (e.g., name, address, contact number and total amount donated to the organization) was recorded and computed correctly ◆ Recorded all new donations into PledgeMaker 4.2 fundraising software system ◆ Helped Senior Network Administrator set up new accounts for new employees
07/2004 to 07/2005 Administrative Assistant National Associates, Inc. At HUD | City, STATE, Hours per week: 40 Provided administrative support at the Department of Housing and Urban Development (HUD) for the Director of the Office of Special Needs Assistance Programs (SNAPs) for the Community, Planning and Development (CPD) division. Performed various administrative duties such as greeting visitors, answering telephone inquiries, filing, records retrieval and maintenance and sorting and distributing mail. ◆ Introduced, created and administered the upkeep of a new computerized records management system, which improved tracking all incoming and outgoing correspondence ◆ Assembled and sent out information such as Homeless Assistance brochures to potential clients ◆ Operated a personal computer to draft, type, review and edit correspondence in final format from dictation, verbal direction and knowledge of established departmental policies ◆ Processed and filed all official correspondence, invoices and confidential records ◆ Maintained communication with the Director and supervisor of the Correspondence Unit (CU) to ensure all correspondence is completed and delivered in a timely manner
Expected in Bachelors of Science | Computer Science, Business Management North Carolina State University, Raleigh, NC GPA:
North Carolina State University - Raleigh, NC Bachelors of Science (BS) in Computer Science with minor in Business Management Aug 1997 - Dec 2002
A+ (in progress) BCs
Business Management, Help Desk, Technical Support, Android, Basis, Blackberry, Incoming Calls, Ipad, Iphone, Mac, Remedy, Training, Clients, Telephone, Filing, Invoices, Records Management, Active Directory, Award, Customer Service, Lan, Lotus Notes, Microsoft Office, Ms Office, Network Connectivity, Receptionist, Retail Sales, Vpn, Windows Xp, Workstations, Accounts For, Data Entry, Accounting, Accounts Receivables, And Accounting, Audit, Billing, Collections, Contracts, Cpff, Credit, Database, Databases, Financial Reports, Payments, Payroll, Pivot Tables, Receivables, Administrative Assistant, Administrative Support, Answering, Correspondence, Cpd, Dictation, Greeting, Hud, Maintenance, Sorting, Urban Development, Fundraising, New Accounts, Pledgemaker, Public Affairs, Internet Explorer, Mozilla, Progress

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    Job Titles Held:

    • IT Senior Help Desk Analyst
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