Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - - -
Professional Summary

A technically proficient, highly analytical information technology professional with multi- industry experience, specializing in systems support, equipment management, user support and troubleshooting, data management, installations and upgrades, crisis resolution, staff training/ development, maintenance and repairs, and project management. Excels at working with staff and administrators to manage essential functions and ensure peak IT performance. A proven track record of implementing resources and platforms geared toward mitigating risks and providing greater operational effectiveness. A savvy and resourceful producer, who fosters key technical services for an enterprising organization.

  • Small Group Support and Assistance
  • Collaborative and Team-Oriented
  • Documentation of IT solutions
  • Performance Optimization
  • IT Performance Report Creation
  • System Architecture
  • Data analysis
  • Technical Writing
  • Technical Analysis
  • Training and Development
  • Analytical and Critical Thinking
  • Flexible and Adaptable
  • Active Listening
  • Written Communication
  • Organization and Time Management
Work History
12/2021 to Current
IT Technical Support Specialist Highpoint Global Baltimore, MD,

Network support

  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Run and wire network cables to switch boards, routers, and devices.
  • Setting up workstations around factory for users and work stations on production lines
  • Support and maintain security cameras throughout plant
  • Maintain printers and stations run by pi's throughout plant and repair hardware damage
03/2021 to 12/2021
Help Desk Analyst 1 Our Lady Of The Lake Regional Medical Center Lafayette, LA,
  • Assists partners experiencing technical problems with hardware and software systems by answering service requests through various forms of communication
  • Gathers information from partners about issues and guides them through procedures to determine source of error and works to find resolution
  • Responsible for researching routine user problems and working to find resolution
  • Works with upper management to confirm resolution before communicating back to partners
  • Logs and tracks calls using problem management database
  • Communicates with hardware vendors to request services related to defective products.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
  • Retained existing clients and developed new accounts by extending high quality and efficient support service
10/2016 to 02/2021
System Support Analyst Ames True Temper Grantsville, MD,
  • I/IT Software Services ABS and CIS Departments, Provided software system support to end users
  • Installed new and fix releases of applications on systems
  • Analyzed, diagnosed, documented, and facilitated resolution of application errors or problems reported by end users
  • Performed tasks in accordance with IT project plans
  • Reported current activities, issues, and statuses to IT management
  • Documented procedures, processes, and problems, using approved methods
  • Participated in support skills improvement activities, including cross-training and attending training classes/seminars
  • Engaged IT department resources, departmental IT coordinators, and software vendor support as needed to diagnose problems and develop/implement solutions
  • Worked with IT security to identify, implement, and maintain security measures to protect data, software, and hardware
  • Set up and deactivated users in various programs and AD
  • Upgraded Send Suite for mailing system in hospital
  • Contributed to Care Guidelines 1.0 upgrade and Coding Results Mapping 2.0
  • Oversaw Press Ganey reports, gathering data about appointments from clinics and sending for weekly review
  • Managed USA patch for call center
  • Led efforts in shrinking database
  • Was involved with team and management on various projects and upgrades involving scheduling, call meetings and assigned duties for implementation.
  • Performed system analysis, documentation, testing, implementation and user support for platform transitions.
  • Planned and conceived computer systems using information engineering, data modeling and structured analysis.
09/2015 to 05/2016
Intern/Front Desk SCOTTRADE City, STATE,
  • Performed various data entry for client accounts, including updating contact directories and creating and proofreading clients’ rosters and banking information
  • Coordinated with different levels of administration to ensure office effectiveness
  • Conferred with clients by telephone or in person to provide excellent customer service
  • Collected, organized, and analyzed detailed reports of communications and file records
  • Worked closely with direct supervisor to help achieve all office and customer needs in timely manner.
  • Answered incoming telephone calls, took down messages and provided information
Expected in 05/2016
B.S: Computer Information Systems
Expected in 12/2011
Associate of Arts: Design And Visual Communications
ITT Technical Institute - Austin, TX,
Expected in 05/2009
Associate of General Arts: General Arts

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School Attended

  • ITT Technical Institute

Job Titles Held:

  • IT Technical Support Specialist
  • Help Desk Analyst 1
  • System Support Analyst
  • Intern/Front Desk


  • B.S
  • Associate of Arts
  • Associate of General Arts

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