Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

Ambitious, career-focused job seeker, anxious to obtain a position to help launch career while achieving company goals. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Driven student leveraging studies in Cybersecurity seeks real-world experience. Offers strong interpersonal and task prioritization skills.

  • Process development
  • Data warehousing
  • Project management proficiency
  • Microsoft Excel
  • Metric reporting and driver analysis
  • Deploying and sustaining workplace organization (5S)
  • Analytical skills
  • Gap and Root Cause Analysis
  • Process auditing
  • Kronos
  • T-SQL Development
  • Data Collection
Work History
Kronos engineer, 01/2020 - Current
Ntt Data Corporation Los Angeles, CA,
  • Improvements.
  • Sub Abuse Reduction project: reduce high volume of units being labeled as sub abuse.
  • Research indicated that units, being marked as sub abuse, had issues caused by manufacture defects that resulted in warrantable coverage.
  • Developed solution where users would reference spreadsheet that would walk users through testing and identification of unit’s warrantable issue(s).
  • Spreadsheet included pictures and tutorials of many different models of cellular handsets.
  • Warrantable issues were researched and validated with internal engineers then posted to spreadsheet.
  • Reduced units labeled as sub abuse by 20% overall.
  • Workforce downtime reduction project: reduce workforce downtime by eliminating need for leaving work area for testing resources.
  • Time study indicated that testers searching for batteries and chargers resulted in 20% downtime daily per tester.
  • Production analytics indicated which batteries were in top 85%.
  • These batteries were sourced and labeled and placed in returnable box (kit).
  • Each kit was labeled and tracked per tester.
  • Using barcode scanning technology each kit was assigned to tester then checked back in for each tester.
  • Battery kits reduced downtime by 25%,.
  • Support 1800 end users nationwide as third level support on hardware (Kronos time clocks) as necessary Complete clock replacements for old Kronos clocks with new 9100 series clock.
  • Work with facility to install clock and push configuration to clock.
  • Including testing to ensure clock accepts punches.
  • Update ‘firmware’ for existing Kronos 4500 and 9100 series clock.
  • Work with facilities to push firmware to clocks.
  • Complete clock replacement and firmware updates based on published schedule.
  • System Support Research and resolve Kronos clock issues.
  • Determine root cause for problems and implement improvements to prevent repeated occurrences.
  • Support Clock project rollout schedule.
  • Consistently deliver according to commitments and project plan dates.
  • Collaborate with business analysts on project requirements.
  • Configure databases pay rules and pay codes in iSeries, workforce central, and dimensions Combine multiple databases into single database Setup geo fencing for mobile users.
  • Configure new users role and access.
  • Conducted research to test and analyze feasibility, design, operation and performance of equipment, components and systems.
  • Participated in formal internal design reviews of proposed products and components, providing input on potential technical improvements.
  • Verified construction documentation conformed to quality assurance standards and client requirements.
  • Developed and implemented process flow improvement and standardization projects.
Helpdesk Associate, 07/2019 - 12/2019
Acv Auctions Mill Valley, CA,
  • Citrix Platform connectivity and configuration for end users General Incident management Access management by proper utilization of FIM/MIM and AD consoles, along with Secure Hub and AirWatch mobile consoles.
  • General L1 support for hardware and MS Office Package Advanced technical support for in-house applications and development answer technical support calls providing and escalating to other support groups Provide support based on email generated requests or reports Document troubleshooting steps and detailed description of customer's incidents and requests Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Engaged service providers and vendors in logging support or service tickets.
  • Delivered help desk support for regional and global users and worked with global service desk team to address repeat issues.
  • Completed troubleshooting at off-site locations.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
Transportation Logistics Coordinator , 10/2018 - 05/2019
Radnet Casa Grande, AZ,
  • Tender freight orders to preferred company carriers Monitor inbound TMS systems to ensure carrier acceptance and rating of shipments.
  • Assist Transportation supervisor in procuring freight, identifying transportation requirements and making carrier selection.
  • Audit freight payment process for accuracy and timeliness through current freight payment systems.
  • Prepare financial performance reports weekly.
  • At period end and quarter close related to Kroger managed freight.
  • Communicate regularly with various customers such as procurement, manufacturing, suppliers, shipping & receiving, carriers, Kroger distribution centers Plan, schedule fleet pickups at vendor locations.
  • Processed and entered all customer orders into database and provided proactive customer service for all accounts.
  • Verified accurate account invoicing through collaboration with accounting department.
  • Liaised between warehouse personnel and customer to facilitate account and operational needs.
  • Collaborated with shipping department staff to facilitate smooth materials returns to correct vendors.
  • Reported customer feedback to management, including any signs of customer dissatisfaction.
  • Planned and supervised shipments from production to end-user and scheduled daily and weekly routes.
  • Tracked orders and notified customers of status or potential delays.
Data System Specialist, 05/2018 - 08/2018
Amdocs Denver, CO,
  • Write, implement and maintain work processes and standardization Implement and maintain collection system planning, design and workflows.
  • Research and resolve collection system issues.
  • Manage system privileges and permissions in collection system per ACSI policy Support internal users and external vendors via training and assisting in resolution of issues.
  • Implement and maintain processes needed for inputting and outputting data in collection system with regards to clients and vendors.
  • Support Data administration manager and it director in coordination and coverage of daily tasks, requests and data processing.
  • Prepare and maintain process and data related documentation.
  • Partner with external software vendors regarding problems and changes.
  • Established rules and procedures for data sharing with assigned IPS team personnel and applicable external stakeholders.
  • Used standard document management tools to register documents and maintain databases used to produce logs, transmittal receipts and other reports.
  • Troubleshot data-related problems and coordinated maintenance or modifications to correct defects.
Patient Service Coordinator, 11/2016 - 05/2018
Masonite International Corporation Marshfield, WI,
  • Using integrated pharmacy and sales platform to identify and prioritize patients that were past due on medications.
  • Engage with patients, helping them navigate through placing order.
  • Top performing on my team, consistently exceeding department goal for production and quality.
  • Developed production standards while utilizing lean six sigma tools to standardize goals and create charts to maintain and sustain goals.
  • Created business analysis to improve department to high 4 sigma standard while minimizing defects in area.
  • Process mapping to show detailed map of inputs and outputs along with delays in process for improvement standards.
  • Demonstrated exceptional customer service to foster welcoming and professional environment for patients.
Software Support Specialist, 07/2015 - 11/2016
Drake Software City, STATE,
  • Answer customer questions regarding software and where to enter tax forms in program along with viewing tax forms and ensuring calculations are correct and entered in correctly.
  • Acting supervisor when supervisor was absent or needed help Advance experience with troubleshooting computer issues as well as setting up local area networks.
  • Trained new onboarding employees in processes as well as policies to ensure procedures were followed.
Warranty Specialist, 01/2007 - 03/2014
Asurion City, STATE,
  • Inspected customer phones sent in for warrantable issues and user damage to phones to determine root cause of phones malfunction.
  • Developed departmental metrics utilizing MS Excel to gather and report data on cell phone production and quality.
  • This data also influenced analysis that changed production processes resulting in higher productivity rating without loss of quality.
  • On team of other subject matter experts charged with cross shift knowledge sharing and talent building; working alongside peers sharing best practices and other business impacting information.
  • Developed and maintained MS Excel database for publicized quality issues that production team members would reference.
  • Audit team members to ensure all standards are met within requirement set by process.
  • Engaged in leaning out department to increase quality and production.
  • Performed 5s on department to ensure it was standardized and was sustained.
  • Participated in all Failure mode and effects analysis for department as subject matter expert.
Bachelor of Science: Cybersecurity, Expected in 09/2023
Grand Canyon University - Phoenix, AZ,
  • Relevant Coursework Completed: Cybersecurity Foundations & Cyberlaw and Privacy in Digital Age
  • Relevant Coursework Completed: Routing and Switching & System Administration and Maintenance
  • 4 Years: Lean process improvement 3 Years: Deploying and sustaining workplace organization (5S) 3 Years: New hire training, processing adherence coaching and subject matter expert 2 Years: Gap and Root Cause Analysis 2 1 2 Years: Year: Years: Process auditing T-SQL Development Kronos.
  • Certified Lean Six Sigma Black Belt Professional -May 2017-SSGI
  • Certified Lean Six Sigma Green Belt Professional -April 2017-SSGI

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Resume Overview

School Attended

  • Grand Canyon University

Job Titles Held:

  • Kronos engineer
  • Helpdesk Associate
  • Transportation Logistics Coordinator
  • Data System Specialist
  • Patient Service Coordinator
  • Software Support Specialist
  • Warranty Specialist


  • Bachelor of Science

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