Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - -
Professional Summary

Multi-talented Technical Account Management consistently rewarded for success in planning and operational improvements. Experience in policy development and staff management procedures positively impacting overall morale and productivity.

  • Customer Service
  • Teamwork / Collaboration
  • Office 365
  • Knowledge of Windows XP, 7, 10
  • Team building
  • CCTV knowledge (Analog and IP Cameras)
  • Self-motivated
  • MS Office Essentials
  • Knowledgeable of Active Directory (Remote Desktop Support)
Work History
01/2019 to Current
Level 2 Technical Support Representative Reged Morrisville, NC,
  • Manage over 300 + accounts on a daily basis
  • Provide Quality Control for new installs and add ons for locations on 360IQ software -setup remote access for customers on AT&T Aruba, Global Protect and Cisco VPN
  • Networking configurations for DVR/ NVR troubleshooting -Answer Tier 1 technical support calls for escalations when needed
  • Managed technical integration, systems engineering program management, customer support and program management
  • Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings
  • Developed exceptional attendance record with special attention to punctuality and preparation to work upon arrival
  • Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance
  • Zendesk CRM Ticketing tool used inputting information on the progress of inbound and outbound calls made to clients with technical issues needed
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
05/2018 to 01/2019
Tier 1 Technical Support Representative Total System Services, Inc. Tempe, AZ,
  • Answer all inbound calls for support from customers -setup remote access for mobile devices and laptops for Aruba VPN, Cisco VPN and Global Protect -account user creation for new users -Download video footage request locally or remotely for owners to share for incident reports -escalate to account managers when needed for out of scope work
  • Monitored systems in operation and input commands to troubleshoot areas such as Onsite Software's and the maintenance of footage retrieval needed,
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team
  • Configured hardware, devices and software to set up work stations for employees
  • Resolved issues with systems, hardware and telephones quickly and accurately
  • Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions
01/2015 to 04/2018
Technical Support Specialist Tier 2 Samsung Techwin (Hanwha Techwin) City, STATE,
  • Monitored network performance and provided network performance statistical reports for both real-time and historical measurements
  • Watched both live and recorded video surveillance footage
  • Operated and maintained surveillance equipment, including Samsung Products for Consumer base customers
  • Collected and organized all surveillance data and information to protect client possessions and workspaces
  • Provided on-call support for network engineering duties
  • Collaborated on network development, implementation, and maintenance of routers, switches, firewalls and WAN optimization
  • Delivered exceptional customer service by maintaining extensive knowledge of products and services and creating a welcoming environment
  • Conducted private investigations such as Store Robbery's and Employee Injury Ensured network, system and data availability and integrity through preventative maintenance and upgrades
  • Acquired and maintained advanced knowledge of networking protocols, including TCP and UDP Provided network support and performedtroubleshooting to resolve various WAN/LAN connectivity issues
  • Processed over 30 per support requests received over daily for technical assistance on wide range of issues related to DVR/ NVR Set ups and SmartCams along with baby monitors in troubleshooting
Expected in 06/2005
High School Diploma:
Anaheim Adult Education School - Anaheim, CA,

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School Attended

  • Anaheim Adult Education School

Job Titles Held:

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  • High School Diploma

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