Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - - -
Professional Summary
MSP Technician with over 4 years providing technical solutions through high-quality service and support. Seeking a position in a challenging and rewarding tech environment where I can expand upon my existing skill base while contributing to a lively IT team.
  • Customer service expert
  • Skilled multi-tasker
  • Working with shifting priorities
  • Interpersonal skills
  • Team player
  • Documentation
  • Managing multiple projects simultaneously
  • Use of a Knowledge Base 
  • Use of Ticketing Systems 
  • Queue Management  
  • Remote access support
  • Mobile devices
  • Skilled in TCP/IP and WAN
  • Large computer networks
  • Wireless Access Point
  • LAN and WAN expertise
  • knowledge of Active Directory 
  • POCC, PAM and ERMA knowledge 
  • AS400 knowledge
Work History
05/2012 to Current
MSP technician Midori Services City, ,
  • Provided base level IT support to non-technical personnel within the business.
  • Provided level 2 IT support to non-technical personnel within and outside the business.
  • Managed call flow and responded to technical support needs of customers.
  • Resolved customer issues in a clear, courteous and straightforward manner.
  • Demonstrated professionalism and courtesy with customers at all times.
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Created cases and claims for damaged, lost or displaced packages.
  • Resolved problems with malfunctioning products.
  • Followed up with clients to ensure optimal customer satisfaction.
  • Conducted research to address customer concerns.
  • Remained up-to-date on the latest technologies and solutions applicable to company products.
  • Researched, troubleshot and resolved complex problems independently.
  • Worked closely with team members to meet or exceed all customer service requirements.
  • Developed and tested new product offerings.
  • Answered telephone calls promptly and minimized delays that could lead to abandoned calls.
  • Compiled and accurately entered electronic data.
  • Maintained and updated customer service database.
  • Reviewed technical documentation and procedures.
  • Managed customers' expectations and experience to a high degree of customer satisfaction.
  • Set up PC and Apple desktops and laptops and all types of mobile devices.
  • Used ticketing systems to manage and process actions were taken.
  • Provided on-call support for critical issues.

Expected in 1991
High School Diploma:
Centaurus high school - Louisville Colorado ,
Additional Information
Systems and 
Office 365 password resets
Rebuilding VDI
 Zero Client support 
Network devices and printers 
Anti-virus and spyware scans
 Labtech control center 

Logmein ResueOffice 
Microsoft office 365 Partner
support for email,phones, servers, firewalls, passwords
Vmware view client 

Irrigation controller troubleshooting network issues 
Escalating to tier 2 when needed firmware updates
Zopim Chat 

ERMA support Pocc support connectivity support
escalated critical issues to engineers  

VPN connection troubleshooting 
AS400 Printer troubleshooting 
JDE password resets
Active Directory password resets   
Desktop support 
RSA Token support 
Cisco AnyConnect VPN  

Home security Systems troubleshooting

network connection issues to a computer and mobile devices

Remote support ,port forwarding ,software installs, Password resets troubleshooting configuring DVR and Cameras Recording. playback and backup Parts, cables, and power supplies

Processing RMA with Troubleshooting  notes and date of purchase verification

Ticket systems
footprints ticket system 
Autotask ticket system
Ucclouds Elitedesk 
Smarter track ticket system
Smarter Chat and email   
8x8 software

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