Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:
Professional Summary
Highly motivated Sales Associate with extensive customer service and sales experience. Outgoing sales professional with track record of driving increased sales, improving buying experience and elevating company profile with target market.
  • Guest services
  • Inventory control procedures
  • Merchandising expertise
  • Loss prevention
  • Cash register operations
  • Product promotions
Work History
Network Engineer Intern, 04/2010 to 07/2010
SpectrumFulton, NY,
  • In-depth training in TCP/IP and Wireless
  • Assist engineers with lab replications
  • Sit in on phone cases and observe customer interaction
  • Perform RMA cases
Technical Support Initial Response Engineer, 07/2010 to 07/2011
Extreme NetworksCity, STATE,
  • Provide Initial Response support for customer base.
  • Handle all initial product support request and manages the inbound initial Service Requests (phone, e-mail and web) from both External and Internal Customers.
  • Solve, replicate, and escalate cases as needed.
  • Manage high case load and provide timely updates to customers and partners.
  • Consistent top case closer with average of > 100 cases closed per month.
  • Resolved customer issues in a clear, courteous and straightforward manner.
  • Remained up-to-date on the latest technologies and solutions applicable to company products.
  • Developed and tested new product offerings.

Senior Escalation Support Engineer, 07/2011 to Current
Extreme NetworksCity, STATE,
  • Provide escalation support to customer base.
  • Design, configure, troubleshoot TCP/IP and WLAN network infrastructures for corporate enterprises, large universities, K-12 school districts, federal and local governments, and internet service providers.
  • Work close with developers on software bugs and software fixes.
  • Replicate network issues and provide workarounds and solutions to customer/partner base.
  • ​Test and debug interoperability issues with other network vendors such as Cisco, Juniper, Foundry, Enterasys and HP.
  • Professional service engagements for onsite support - political situations as well as design and configuration fixes.
  • Ability to manage high work volume - multitask several critical issues simultaneously.
  • Understand customer requirements, detect the customer's attitude and manage the circumstances accordingly.
  • Researched, troubleshot and resolved complex problems independently.
  • Worked closely with team members to provide consults on next actions to be taken on cases.
  • Feature testing for new technologies such as SDN, VXLAN, AVB, etc.
  • Provide technical training to new employees.
  • Conduct technical interviews for potential employees.

Bachelor of Science: Information Technology , Expected in
East Carolina University - Greenville, NC

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School Attended

  • East Carolina University

Job Titles Held:

  • Network Engineer Intern
  • Technical Support Initial Response Engineer
  • Senior Escalation Support Engineer


  • Bachelor of Science

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