Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:
Skilled Network Engineer with over 10 years experience in IT field. Refining workflow processes and improving organizational efficiency.
 LinkedIn :
    Project management, tracking, Forecasting, Supplier interface, and Friendly with Microsoft Project
  • familiar with Oracle ERP (Enterprise Resource Planning ) for IT ,procurement and financial purposes
  • familiar with Oracle HRMS (Human Resources management System ) 
  • Friendly Professional for OS Microsoft Windows (7,8,10) ,and Active Directory.
  • Friendly for Microsoft Project, Office (Word, PowerPoint, Excel, Access, Outlook, Visio, InfoPath) ,and Office 365 administration
  • Training programs design, implementation & Scheduling tools

  • Network Troubleshooting
  •  Cisco IOS
  • Trouble ticket queue management with BMC Remedy,Jira, Helpspot experience
  • Strong knowledge of OSI Model
  • Solarwinds Orion Administration
  • Sourcing, Procurement, and  Supply Chain
  • Saved more than $1,000,000  with Zain IQ telecom by renegotiating an IT outsourcing contracts, LSA, Services, and products -Zain IQ
  • Build ,maintain, and Secure AZ network - Rodney D. Young Insurance
Professional Experience
Technical Support Specialist II, 06/2017 to Current
Vse CorporationSterling Heights, MI,
  • Issued license codes to new and existing customers.
  • Provided business class level IT support to company customers.
  • Resolved customer complaints and concerns with strong verbal and negotiation skills.
  • Displayed courtesy and strong interpersonal skills with all customer interactions.
  • Trained new employees and explained protocols clearly and efficiently.
  • Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
  • Assisted customers with technical issues via email, live chat and telephone.
  • Maintained a calm, professional demeanor when faced with high priority tickets or high volume workloads.
  • Researched, documented and escalated cases to higher levels of support according to internal procedures.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs.
  • Developed and maintained technical expertise in SIP/OSPF/EIGRP/BGP protocols.

Developed and maintained technical expertise in Below :-

  • Call Quality and Voice analysis.
  • NOC daily operations
  • Oracle Communications Operations Monitor
  • Solar Winds Orion Network Monitoring 
  • Broadworks Cloud PBX 

Network Support Engineer, 2015 to
Interactive Brokers LlcNew York, NY,
  •  network Support Engineer level 1 work for 10,000 of networked devices including servers, routers and switches
  • Administration, implementation, maintenance and management of multiple specialty and legacy platforms from server to workstation.
  • Always-on availability approach to ensure business continuity including multiple on-calls
  • Telecom and managed service providers, cooperative troubleshooting to resolution
  • Vendor management, business relationships
  • Data mining of process logs, Event Viewer troubleshooting, security audits analysis
  • Partial to investigative top down troubleshooting approaches
  • Served on testing infrastructure availability during data center migration, all business services
  • network operation, hardware health and maintenance, racking servers
  • Domain controllers, Office 365 management, security groups
  • SolarWinds, Nagios, , Office365
  • Event Management services availability application experience
  • Development of clear and concise technical documentation on new/refined processes, while providing training and how-to instruction for other IT related support staff.
  • SSMS, SSRS, Cisco ASA, Cisco including configuration and vendor troubleshooting
  • Fiber, single optical cable experience
  • Wifi ,microwave experience
  • Multi-tier application support
  • Created, tested, and deployed SQL automation processes to address growing business needs
  • Tested features across various browsers.
  • Answered user inquiries regarding computer software and hardware operation.
  • Set up equipment for employee use.
  • Installed and performed repairs to hardware, software and peripheral equipment, following design and installation specifications.
  • Conducted computer diagnostics to investigate and resolve problems and provide technical assistance and support.
  • Developed training materials and procedures.
  • Analyzed network packet information and computer OS system data to identify and characterize anomalies on networks.
  • Assessed allocation of resources.
  • Gathered and analyzed performance metric data.
  • Provided recommendations for resolving defects.
  • Worked on large enterprise and business critical applications.
  • Analyzed and created new configuration for packaged software to meet business and system requirements.
  • Oversaw local IT infrastructure including servers, security, networking, storage systems and desktops.
  • Researched new trends and technologies leading to testing and justification for deployment.
Sr. IT Procurement Specialist, 06/2010 to 07/2014
ComcastMiami Gardens, FL,
  • Prices Validation, Market Analysis, Make quotations/proposals/information  requests ,Awarding Analysis ,Issuing Purchase Orders/Contracts/Agreements/Transfer Orders , Following up financial and Delivery Cycles including but not limited to (payments process/Delivery Dates) and all supply chain related processes
  • Worked closely with IT Dept. managers to plan buys.
  • Researched competitors and sourced new IT vendors and products.
  • Supervised junior staff and mentored to improve performance.
  • Diversified product selections.
  • Assisted managers in selecting the right product/service to best fit company needs .
  • worked with IT Suppliers to provide workshops, trainings for the new provided products or services. 
  • worked closely with project managers to address,communicate,resolve any matter related to IT projects to the related stake holders inside and outside the corporation.   
IT Department planer and developer, 04/2009 to 06/2010
Challenger SchoolPortola Valley, CA,
  • for general contracting and transport LTD.
  • Job main role: Plan , Develop, and follow up the progress of the company IT projects for itself or for another companies including but not limited to project management , project procurement & contracting ,the main focus on supply, install and configure new networks equipment and hardware.
  • Reviewed design drawings, specifications and customer requirements for newly engineered components and processes.
  • Helped initiate a more organized drawing package to increase network productivity.
  • Designed and implemented network equipment, facilities and systems for commercial and domestic purposes.
  • Maintained open and effective communications with project teams to increase productivity.
  • Drafted and submitted Engineering Change Orders for review.
  • Prepared daily project status updates to keep staff up-to-date on program changes and task requirements.
  • Worked efficiently under strict deadlines to make sure that new networks were available for scheduled releases.
  • Provided hands-on technical support, advice and mentoring to all levels of personnel.
  • Led cross-functional team to share technology across departments to improve operational efficiency.
IT Dept. Head, 02/2009 to 06/2010
FAJER EMAN GROUP For General Contracting And Transport LTD.City, STATE,
  • Job main role: keep & monitor IT department daily operations ,help L2 support to solve & troubleshoot Lan/Wan , datacenter, helpdesk operations ,working with providers ,ISPs, and suppliers to finish the projects on time without any delays.
  • Prepared daily project status updates to keep staff up-to-date on program changes and task requirements.
  • Worked efficiently under strict deadlines to make sure that new products were available for scheduled public releases.
  • Provided hands-on technical support, advice and mentoring to all levels of personnel.
  • Prepared and configured equipment for all operations.
  • Verified that all required information was readily available and displayed correctly.
  • Tacked maintenance actions and completed records.
  • Assessed operations and made recommendations to improve safety, increase productivity, enhance performance and reduce costs.
  • Determined appropriate methods and sequencing of operations.
  • Constructed and tested network circuits and installed point-to-point wire harnesses and connectors
  • Managed company IT projects budget 
  • Drafted action plans and led meetings with department executives to review project status and proposed changes.
  • Collaborated with cross-functional teams to draft project schedules and plans.
  • Monitored costs, timescales and resources used to achieve company goals 
  • Monitored team progress and enforced deadlines.
  • Developed slideshows and other forms of media to present project progress to the executive team.
  • Audited various number of work plans on a weekly bases and offered recommendations for improvements.
  • Executed proof of concept implementations to validate product or project feasibility.
Technical Support Engineer /Network, 07/2007 to 06/2010
Zain IQ TelecomCity, STATE,
  • Customer support department in ZAIN-IQ Telecom,Job main role: help company customers to solve, fix, troubleshoot the issues they face with their , devices, networks , or services.
  • Processed an average of 30 transactions each day in a timely manner.
  • Answered customers’ questions and addressed problems and complaints in person and via phone.
  • Helped customers select products that best fit their personal needs.
  • Educated customers on product and service offerings.
  • Offered exceptional customer service to differentiate and promote the company brand.
  • Kept current on market and product trends to effectively answer customer questions.
  • Made recommendations to improve technical practices.  
  • Collected, analyzed, and reported program metrics, including product technical performance measures and key performance parameters.
  • Thoroughly inspected and repaired systems components.
  • Carefully organized, analyzed and prepared technical data reports to ensure proper workflow and productivity.
  • Monitor networks, equipment status & workflow, and send daily or weekly reports to management based on the situation  
WIFI Engineer, 07/2006 to 02/2008
Infozone ISPCity, STATE,
  • Worked with Info Zone Company for computers & networks services as Wi-Fi engineer Job main role: work as WiFi Engineer to build & maintain the company RF repeaters & towers , install Lan/Wan wireless equipment's including but not limited to microwave links, and 5.8GHz long range transmitters, work with NOC & Operations Dept.
  • to solve any network issues within the desired time response of service level agreements requirements between the company and its customers.
  • Ran operational tests on RF repeaters and its equipment to reinforce proper processes and remedy malfunctions.
  • Entered and distributed work orders to other technicians.
  • Produced and maintained accurate design documentation.
  • Inspected towers parts using network analyzers, testers.
  • Applied engineering principles to develop and operate stable RF repeaters and towers.  
System Admin, 04/2006 to 07/2007
Sumer BankCity, STATE,
Designed and developed network topology.
solve servers & Active directory issues and maintain network usage level in the recommended zone 
Managed numerous projects simultaneously within budgetary restrictions.
Debugged analyze, and troubleshot network components.
Drafted network drawings, wiring diagrams, wiring connection specifications or cross-sections of underground cables, as required for instructions to installation crew.
Developed and organized records and maintenance reports for increased efficiency.
Education and Training
Bachelor of Science: Electrical Engineering, Expected in 2006
University of Technology - Baghdad,
Electrical Engineering & Education
: , Expected in 2018
Cisco Networking Academy - ,

Continuing education and training in below 

CCNA Cyber Security - ongoing ( Fully certified by Dec 2018)
CCNP R&S -training  ongoing

CCNA Voice - ongoing 

Attended the Cisco Meraki Webinars below :-

Intro to Cloud Networking Using Meraki

Cisco Meraki Cloud Networking

Exploring Security and SD-WAN with Meraki MX

Exploring Meraki Cloud Telephony and Vision

Introduction to the Internet of Everything I2IoE

: Networking, Expected in 2016
Cisco Networking Academy - ,
  • CCNA Routing & Switching Degree ID#CSCO13029661
  • Cyber-security  Cyber Essentials-EN 1116
  • Cyber-security  Intro to Cybersecurity - En 0616​
: Networking, Expected in 2016
glendale community college - Glendale, AZ
CCNA certification training  (16 Credit/hour, 4 academic classes )
: , Expected in 2013
Zain Telecom - ,
 from 2011 to 2013 
Active Directory management
Project Management
Technical Writing 
IT operations best practices and better understanding 
IT projects Cost management
financial skills for IT Buyers  
: Procurment, Expected in 2011
nextlevelpurchasing - ,
  • Managing Supplier Performance training
  • Negotiation No-No's training
  • Mastering Purchasing Fundamentals training
  • 14 Purchasing Best Practices training
  • Powerful Negotiation for Successful Buying training
  • Savings Strategy Development training
  • Supply Management Contract Writing training
: , Expected in 2007
Zain IQ Telecom - Baghdad,
from 2007 to 2010 training  
  • Customer care management system training
  • TEMPO program training
  • TABS program training
  • GPRS system training
  • OPEN SERVICES PLATFORM (OSP) program training
  • Customer Relations
  • GSM  & cell phones basic operations
  • Computer support & systems management 
  • Network Support 
: , Expected in 2006
InfoZone ISP - ,
  • Networks & Internet Training  
  • V-SAT training 2006
  • I direct (3100&X3 v-sat modems) installation training
  • Wireless networks training 
  • Wired networks training 
  • Wi-Fi  Sites installing training 
Member of 
  • International High IQ society  (IQ Score 129) 
  • Iraqi Engineers Union  (lot#1840)
  • IEEE Europe, Middle East and Africa (region 8)
  • Cisco Networking Academy (ID: 42561191) 
Active Directory, administrative, AS/400, ATM, backup, Basic, BGP, binder, Business Development, cables, CCNA, Cisco Certified Network Associate, cisco, CMS, com, hardware, Contracts, clientele, client, clients, Customer Relations, Customer Service Training, Customer Care, DATA entry, databases, Data Base, Delivery, designing, documentation, EIGRP, Electrical engineer, electronic engineer, Electronics, E-MAIL, Engineer, English, ERP, Enterprise Resource Planning, features, Financial, Firewalls, focus, forms, frame relay, GPRS, GSM, HDLC, Human Resources management, Inspect, INSURANCE, IQ, ISA, Computer support, Lan, legal, Managing, Market Analysis, marketing strategies, math, Access, Excel, Microsoft Exchange Server, Microsoft Office, Outlook, PowerPoint, Microsoft Project, Microsoft Windows, Word, microwave, modems, Negotiation, enterprise, Network, networking, Networks, Next, Oracle, OSPF, Page, phone system, cameras, policies, PPP, processes, Procurement, PRODUCER, progress, project management, proposals, protocols, Purchasing, Repairing, routers, routing, SAT, Servers, service level agreements, SLA, SQL, Strategy Development, supply chain, switches, systems Engineer, systems management, Technical Support, Technical writer, phones, phone, troubleshoot, Troubleshooting, type, underwriter, Validation, Visio, Website Design, Websites, Wan, wiring, workbench

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School Attended

  • University of Technology
  • Cisco Networking Academy
  • Cisco Networking Academy
  • glendale community college
  • Zain Telecom
  • nextlevelpurchasing
  • Zain IQ Telecom
  • InfoZone ISP

Job Titles Held:

  • Technical Support Specialist II
  • Network Support Engineer
  • Sr. IT Procurement Specialist
  • IT Department planer and developer
  • IT Dept. Head
  • Technical Support Engineer /Network
  • WIFI Engineer
  • System Admin


  • Bachelor of Science

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