Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:
Career Overview

Technology savvy with exceptional understanding of network security and help desk support. Skilled IT professional, sufficient in adapting to new environment and technologies. Outstanding communication and collaboration skills to work in diverse team effectively.


Operating Systems:

Windows 9X,ME, XP, & Vista. Windows NT Workstation & Server Windows Server 2000/03 Server Enterprise, OSX & Tiger


Cisco4000m/3600/3000/2600/1600 series Routers, Cisco 2900 series switches, 3Com & Netgear Switches, Hubs, Laptops & Workstations & Servers (HP, Dell, Micron, Compaq, IBM, Gateway) Raid, SCSI, Modems, Network cards, External and Internal memory, Remote & Desktop Printers, Plotters, Scanners & other peripherals. Troubleshoot Network, Local printers and digital scanner. Repair Large Multi-Functional Network printers. Windows 7 and Windows 8 operating experience, including break- fix, installation, troubleshooting, imaging, etc. Laptop / desktop hardware break- fix experience.


Exchange, Lotus Notes Client and Server, Windows Terminal Server, MS Proxy Server, Microsoft Office Suite, WebDomino mailing server, Adobe Acrobat, Seagate backup, McAfee, Norton, Webroot, Groupware, M Project Planner, SQL (evaluating and compiling reports



Work Experience
IT Support Specialist, 07/2014 to 04/2015
Mears Group, ,
  • Provide first line response for users requiring assistance with information technology issues and problems.
  • Respond to requests for technical assistance by phone, email and/or using the Help Desk system.
  • Track issues to resolution while updating the IT knowledgebase with the solutions and logging all support activity.
  • Escalate more involved problems to the appropriate staff.
  • Image workstations and laptops.
  • Smartphone and tablet support.
  • New Staff IT orientations.
  • Troubleshooting of applications, hardware and software.
  • Ability to write proper documentation.
  • Able to work extended and flexible hours.
  • Support all level of users.
  • Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers.
  • Provided systems administration assistance.
  • Maintain and troubleshoot devices and systems, hardware and software.
Information technology Analyst, 04/2011 to 06/2014
Kimley-Horn And Associates, Inc., ,
  • Provided training to over 3000 users on VOIP/CISCO technologies, hardware and software.
  • Supported client and user on other features/functions within the CISCO System.
  • Providing support to users in the office and some home locations.
  • BlackBerry software support to all new users and employees.
  • Logged all incoming problems and request and actions taken to resolve them.
  • Monitored and troubleshot LAN and wireless connectivity.
  • Maintained a proper inventory of all IT related equipment and software that is reported to Corporate Business Technologies (CBT) on a quarterly basis.
  • Participated in the evaluation and piloting of new products and services, both hardware and software.
  • Identified and proposed IT applications that support the department work and assist in the development and implementation of the application.
  • Provided IT training for staff members, particularly for newly hired staff.
  • Administered IFC information security standards; including requesting IT accounts (Notes and Windows), RSA SecurID's, and remote connectivity accounts (as applicable).
  • Created tickets for user related issues if the problem could not be resolved internally.
Help Desk System Specialist, 02/2009 to 03/2010
BriljentCarbondale, IL,
  • Worked with different clients to support them and being their first hand contact in troubleshooting or other help desk support tasks.
  • Installed, configured, and troubleshot customer software and hardware.
  • Used the RemedyTM tracking system to input reported problems, along with monitored help desk email and voice messages and forwarding them to their destinations.
  • Attended training sessions, workshops, and conferences as an attendee or presenter.
  • Developed new solutions to reoccurring problems along with provide training to new Help Desk team members.
Help Desk Support, 10/2007 to 01/2009
Marriott InternationalCity, STATE,
  • Worked with key technologies to enhance the guest experience.
  • Responsibilities included all troubleshooting between central reservation system and local property management systems, along with supporting clients with the newly developed mobile check-in client application, supporting server administration tool, and maintaining cisco routers networking for LAN/WAN.
  • Initial training came from Intel for the newly developed mobile check-in client application thereafter we were required to attend quarterly training sessions for updates and changes.
Education and Training
B.S: Information Systems, Expected in 2011
University of Maryland University College - ,
GPA: GPA: 3.75
Information Systems GPA: 3.75
A+ Certification Pursuing CCNA Certification: , Expected in
- ,

3Com, A+ Certification, Adobe Acrobat, backup, CCNA, CISCO, cisco routers, Client and Server, Compaq, Hardware, conferences, client, clients, Dell, documentation, DNS, email, Extranet, features, FTP, Functional, Gateway, help desk support, Help Desk, HP, Hubs, IBM, Image, imaging, information security, information technology, Intel, inventory, LAN, Laptops, logging, Notes, Lotus Notes, mailing, McAfee, memory, Micron, Exchange, Microsoft Office Suite, office, MS Proxy Server, Windows 7, Windows 8, Windows 9, Windows, 2000, Windows NT Workstation, Modems, Enterprise, Network cards, Network printers, Network, networking, Networks, Norton, Operating Systems, peripherals, Plotters, POP3, presenter, Printers, property management, Protocols, Raid, RIP, Routers, scanner, Scanners, SCSI, Servers, SMTP, SQL, Switches, systems administration, TCP/IP, software support, technical assistance, phone, TELNET, Terminal Server, Troubleshoot, Troubleshooting, VPN, Vista, VOIP, WAN, Windows Server, workshops

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  • University of Maryland University College

Job Titles Held:

  • IT Support Specialist
  • Information technology Analyst
  • Help Desk System Specialist
  • Help Desk Support


  • B.S
  • A+ Certification Pursuing CCNA Certification

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