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

Experienced Manager with background in IT, project management and technical support. Successful at driving financial and productivity results with strong leadership skills. Extensive work with Executives, Business Units, and Vendors. Adept at developing customer relationships looking for an opportunity to bring exceptional team building skills to a management position in a vibrant customer service department.

Key Skills
  • Communication Skills
  • Project Management
  • Leadership
  • Hard-worker
  • Patient and diligent
  • Staff development
  • Calm under pressure
  • Exceptional telephone etiquette
  • Team Leadership
  • Interpersonal Skills
  • Budgeting
  • Employee Engagement
  • Vast technical knowledge
  • Performance Evaluations
  • Cross-functional team management
  • Salary structure/compensation analysis
  • Time Management
  • Fast Learner
  • Led Board Room Renovation project; collaborating with high ranking Executives and vendors   
  • Saved company over $150,000 by redeploying hardware turned in
  • Created hardware recycling process, thus earning over $30,000 in one year for the company to reinvest in new hardware purchases 
  • Implemented new hardware disposal process to save an average of 80 tech hours per week. 
  • Created new hire orientation handout for IT related topics
  • Created on-boarding and off-boarding checklists for admins and managers to utilize for efficiency.
  • Partnered with vendor to redefine hardware evaluation process, imaging services, and procurement of spare parts
  • Implemented company's first application deployment and hardware/software inventory tracking tool
  • ​Configured MAC OS imaging and software deployment tool
  • Managed Print Services approval project focusing on cost savings and secure badge printing 
  • Developed dashboard for measuring incident data per technician
  • Migration from Windows XP to Windows 7 project, Lotus Notes to MS Outlook, and additional software platforms
  • Implemented appointment based service for increased efficiency in support
  • Implemented campus relocation checklists and processes.
  • Instituted End User Computing Knowledge base and shared document repository for team member efficiency. 
  • Sustained high Customer Satisfaction scores - averaged over 4.75/5 
  • Transitioned Parallels for MAC to an enterprise license agreement
  • Created Walgreens Ordering System for corporate employees to request new hardware/software.
08/2013 to Current
Manager End User Computing Onsite Support University Of Pennsylvania Health System Sewell, NJ,


  • Maintain vendor partnerships for standard hardware and software products; partnering with global procurement to set standards
  • Collaborate with various IT and non-IT teams to lead new initiatives, problem solving, and many different projects
  • Executive Support for UK and US based executives and admins, including WBA Board Members
  • Travel 2-3 times per year for executive meeting support 
  • Maintain and set budget for team
  • Leads team of 16 technicians with limited turnover
  • Participate in multiple planning sessions with UK peers for support of applications and traveling requirements.
  • Hardware Disposal/Recycling program providing additional funds back to the company
  • Offsite event support for US and UK team members; weekly discussions via video conference with UK peers
  • Driven to gain results for complex problems by partnering with various IT teams (ie Network, Security, Engineering)
  • Extensive project management work, leading new technology
  • Resolved customer complaints and concerns with strong verbal and negotiation skills.
  • Implemented appointment based service for clients for increased efficiency
  • Enhanced End User Computing Website for greater visibility and use by employees
  • Partnering with Corporate Communications to send out company wide emails for new technologies.
  • Defining hardware/software standards for the company.
  • Developed and maintained positive customer relationships. 
  • Developed documentation for common processes for both support staff and end-users
  • Worked with peers to transition mailboxes, and other applications to the Cloud.
08/2007 to 07/2013
Team Manager Horizon Health And Wellness Florence, AZ,
  • Developed documentation for common processes for both support staff and end-users.
  • Responsible for acquiring company’s first hardware/software deployment and inventory tool
  • Led Executive Support team members for immediate support needs, including travel
  • Led team of 22 technician, both local and remote 
  • Led projects for new hardware/software deployments and upgrades
  • Hiring contractors for support of KTLO and project work
  • Root Cause analysis practices for incident data/trends
01/2001 to 07/2007
Computer Support Specialist Walgreen Co City, STATE,
  • Provided base level IT support to company personnel, including Executives while building and maintaining successful relationships with service providers, vendors, and consumers. 
Expected in
Bachelor of Science: Administrative Information Systems
Eastern Illinois University - Charleston, IL

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    School Attended

    • Eastern Illinois University

    Job Titles Held:

    • Manager End User Computing Onsite Support
    • Team Manager
    • Computer Support Specialist


    • Bachelor of Science

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