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

Experienced Information Technology Professional with excellent leadership skills and 9+ years of experience working on and leading a help desk team. Expert with a wide range of applications and technologies. Dedicated to customer satisfaction with focused delivery of technical solutions.

  • Excellent communication and interpersonal skills with ability to work independently and with other resources.
  • Ability to multi-task and meet tight deadlines.
  • Excellent knowledge of Microsoft technologies.
  • Experience with high-paced environment.
  • Team Leadership and technical skills.
  • Training and development
  • Technical Support
  • Planning and Coordination
  • Advanced troubleshooting skills
  • Superior customer service skills
  • Employee Evaluation
Work History
11/2020 to Current
Lead IT Northwest Community Healthcare Kildeer, IL,
  • Hired, trained and mentored of Tier 1 and Tier 2 team members.
  • Provided weekly feedback and annual reviews for direct reports.
  • Direct assisted all other members of the IT Team with urgent and complicated support issues.
  • Oversaw all requests, incidents and problem. Acting as escalation point for all request and incidents.
  • Created and maintained knowledge base documentation.
  • Led daily IT meetings with support team.
  • Developed new processes to improve ticket response time and resolution.
  • Coordinated, perform and oversaw network software and application installations and updates for all networked computer systems.
  • Organized, prioritized, and coordinated daily help desk workload activities.
  • Identified and managed employee schedules to ensure prompt and efficient user support.
  • Worked directly with IT Director to implement new processes and procedures for the IT Team.
  • Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills.
  • Directed and supervised team of 20+ help desk level 1 and 2.
  • Established open and professional relationships with team members which helped resolve issues and conflicts quickly.
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Took on additional job duties during unexpected backlog, resulting in meeting project target date.
09/2017 to 11/2020
IT Operations Supervisor Anser Bethesda, MD,
  • Maintained a thorough understanding of Squar Milner’s IT Infrastructure including: hardware configurations, software applications, licensing, support contracts, etc.
  • Maintained an understanding of the Firm’s business needs, growth trajectory and scalability.
  • Identified and reports all risks and potential risks to the Firm’s upper management.
  • Contributed technical expertise and recommendations for improvements to the Firm’s technology processes.
  • Identified Firm equipment operational standards and benchmarks for the Firm’s user experience.
  • Utilized project management skills to implement technology and processes as directed.
  • Developed and maintained a thorough collection of Standard Operating Procedures (SOP) and Knowledge Base (KB) articles within the Firm’s IT documentation system.
  • Routinely generated in-depth reporting of the Help Desk tickets, upcoming implementations and project plans.
  • Resolved Escalated Computer Support Requests Submitted to the Help Desk Ticketing System
  • Supervised the IT Help Desk Specialists, including consultation on performance evaluations, promotions, hiring, and disciplinary responsibilities.
  • Provided the IT Help Desk staff tasks and projects relative to the desktop, local and wide area networks, and phone functions.
  • Ensured that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.
  • Maintain inventory of all equipment, software and software licenses to report to the Sr. Manager, IT Operations.
  • Escalated problems as appropriate following Help Desk procedures to the Sr. Manager, IT Operations.
  • Managed the provisioning of mobile devices.
  • Managed and administered the firm’s phone system.
  • Managed and administered the firm’s imaging software and providing training and support for other IT Help Desk Specialists.
  • Installed software, deploy and upgrade operating system, clone disks, upgrade various drives, and troubleshoot network components.
  • Managed PC setup and deployment for new employees using standard hardware, images and software.
  • Traveled to multiple locations when directed by the Sr. Manager, IT Operations.
  • Responded to Help Desk requests from the Help Desk team for assistance via phone, remote control tools, and in person if required.
  • Provided second-level of escalation and problem resolution for all Help Desk members with hardware, software and applications problems.
  • Coordinated problem resolution with vendors
  • Maintained communications with vendors and IT staff during the problem resolution process
  • Received, processed, and prioritized support calls from users depending on the severity level and assigns it to the appropriate resource.
  • Continuously monitored the Help Desk Ticketing System and ensure tickets are being assigned as soon as they are submitted.
09/2014 to 09/2017
IT Specialist Cubesmart Ocoee, FL,
  • Extensive experience as help desk/tech support technician.
  • Experience troubleshooting printer and handheld devices.
  • Expert at finding and resolving malfunctions, using exceptional technical and communication skills to ensure minimization of downtime and optimal computer performance.
  • Experience with purchasing and inventory.
  • Provide support for over 400 employees in person or remotely using ZenDesk Ticketing System.
  • Shoretel and NEC phone system experience
  • Provide training for new and current employee.
  • Active Directory – Manage and create users.
  • Exchange Mail – Manage and create users.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Configured hardware, devices and software to set up work stations for employees.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Helped streamline repair processes and update procedures for support action consistency.
01/2001 to 01/2005
Paralegal Ernst & Young City, STATE,
  • Coordinated trial exhibits by organizing materials, writing documentation and preparing digital materials and displays.
  • Created highly researched and articulate legal paperwork such as pleadings, contracts and briefs.
  • Contributed to, maintained and updated online data repositories for accessibility and to reflect firm standards.
  • Communicated with outside vendors on behalf of attorneys and legal departments.
  • Reviewed contracts and reported findings to support legal team in development of breach of contract defenses.
  • Developed and coordinated training to maintain access to high-quality training materials.
Expected in
: Information Technology
San Diego Miramar College - San Diego, CA
Expected in
Bachelor of Arts: Law
ULBRA - Universidade Luterana Do Brasil - Canoas, Brazil,

CompTIA A+

CompTIA N+

CompTIA CySA+ (Test scheduled 5/29)

Continuing Education Certificates

Cybrary AZ-900 Microsoft Azure Fundaments

Cybrary Malware Threats

Cybrary CCSP

Cybrary AWS Certified Practitioner

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School Attended

  • San Diego Miramar College
  • ULBRA - Universidade Luterana Do Brasil

Job Titles Held:

  • Lead IT
  • IT Operations Supervisor
  • IT Specialist
  • Paralegal


  • Some College (No Degree)
  • Bachelor of Arts

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