Jessica Claire
Montgomery Street, San Francisco, CA 9XXX5 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - -
  • Test/Configure/Integrate Wireless Equipment
    Proficiency working all aspects of the Nokia 5ESS Switch
  • Customer Service
    Investigated customer equipment/network issues and ensure problem resolution and customer satisfaction.
  • Management
    Supervised and trained large team of up to 30 technicians to ensure that final jobs met or exceeded design and customer expectations.
  • Problem Resolution
    Collaborated with customers and other team members to collect/analyze data and resolve product/process issues quickly.
Professional Summary
Results driven, client focused with a vast working experience in wireless telecommunication networking equipment, with the proven ability to diagnose, troubleshoot and repair a wide range of existing and new wireless products. Managing and training large work groups, and delegating assignments. Knowledge of state-of-the-art computer hardware and software components, including the familiarity with large fast-paced networking environments. Independently conduct comprehensive digital forensics analysis, with four years of educational computer forensic experience. Strong leadership and communication skills to push forward towards company goals.
  • UNIX/LINUX (Ubuntu, Debian, Redhat)
  • BMC, CMS/Anypath, SMSC, MB, MAB
  • GUI and tools
  • Sun 400,XXX, 810 Servers (Solaris OS)
  • Testing
  • Excellent problem solving skills Alcatel-Lucent 7750 Service

Strong analytical skills

FTK, WinHex, Simple Carver Lite

5ESS, ECP, OMPv2, OMPv4,Local OMC-RAN, EVDO, UMTS, Media gateways

ATCA (EVDO, MMCv4, OMPv4) Sun Blade 6000 servers


Work History
07/2014 to Current
Packet Switch/CDMA Technical Specialist New Relic Atlanta, ,
  • Work remotely with Wireless customers, such as Verizon, Sprint, Metro PCS, and other Wireless providers, to resolve CARES AR tickets involving Nokia 5ESS Packet Switch by logging into customer sites via SANE/RAMSES, and reading equipment error outputs logs, to help pinpoint equipment/network failures.
  • Played a key role in conducting Root Cause Analysis to address 5ESS network issues which caused customer impact or outages in their network.
  • Successfully lead customers in step by step procedures resulting in resolving complex issues with call processing, hardware and software issues, and explaining why the issues happened.
  • Manage paperwork from customer tickets, so issues are resolved in the allotted time.

06/2013 to 07/2014
Technical Support Engineer Alcatel-Lucent City, ,
  • Work remotely with customers via SANE/RAMSES to resolve AR tickets involving Alcatel-Lucent messaging equipment, such as the CMS/Anypath (voicemail), SMSC (text messages), MB (Messaging Bridge), MAB (Messaging Application Broker), and BMC (Broadcast Message Center)
  • Work closely with customer to resolve assistance request tickets (AR) opened by customers such as Verizon, Sprint, Metro PCS, and other Wireless providers.
  • Technical writer developing MOP (Method of Procedure) for customers to follow for Alcatel-Lucent equipment repairs during Maintenance Windows, and complete all status paperwork in CARES
  • Root Cause Analysis (RCA) for equipment failures.

1997 to 06/2013
Senior Communications Service Technician/ Job Foreman Lucent Technologies/Alcatel-Lucent City, STATE,
  • Operations Managers delegate when other managers are on vacation, by performing new job site work folders, customer meetings, customer calls, and delegate employee job assignments and time sheets
  • Integrate all forms of the 5ESS and peripherals such as the Packet Switch Unit (PSU) and Optical Interface Unit (OIU) Perform conversions of wireless equipment to update current network configurations.
  • Install, test, and configured wireless office communication equipment: Supervise large work groups, delegate job assignments, and train coworkers. Read and interpret engineering work site blue prints.
  • Initiated customer meetings to discuss time lines and network configurations. Along with completing final job walk through with employer and customer to make sure all job tasks have been met.

10/2003 to 02/2005
Wireless Product Validation/ Quality Test Engineer Telular Corporation Telular Corporation City, STATE,
  • Conducted all wireless validation and quality testing for Fixed Wireless products that work off existing wireless network infrastructures, such as AMPS, GSM, TDMA, and CDMA.
  • Performed drive tests to make sure mobile hand off was performed while in a call
  • Developed procedures to perform call testing in the lab, to collect data needed for software teams to make changes as needed.

Expected in 2011
Bachelor of Science: Computer Forensics
Champlain College - Burlington, VT
Coursework in Computer Forensics 1 & 2, Linux/UNIX System Admin, Analysis of Digital Media, Criminal Investigation, Forensic Accounting, and Cybercrimes.
Expected in 2006
Associate of Science: Network Security
University of Advancing Technologies - Tempe, AZ
  • Graduated Cum Laude
  • Coursework in Firewalls, Intrusion Detection, and VPN's, Information Security & Organization Management, Business Continuity/Disaster Recover.  

Expected in 1991
Associate of Science: HVAC
SUNY College at Delhi - Delhi, NY
HVAC coursework

Expected in
Coursework in Firewalls, Intrusion Detection, and VPN's, Information Security & Organization Management, Business Continuity/Disaster Recover.:
- ,
Telecommunication Networks The Alliance Introduction to Cisco Routing, Deploying Cisco Routers, Troubleshooting, Cisco Routers, VoIP Fundamentals, CCNA - Interconnecting Cisco Networking Devices, Parts 1 and 2, Alcatel-Lucent NRS-1 Scalable IP Networks
Network+ Certification (ID# COMP001011005216)
Member of the Cypress Landing HOA, which is part of the Greater Severna Park Council

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School Attended

  • Champlain College
  • University of Advancing Technologies
  • SUNY College at Delhi

Job Titles Held:

  • Packet Switch/CDMA Technical Specialist
  • Technical Support Engineer
  • Senior Communications Service Technician/ Job Foreman
  • Wireless Product Validation/ Quality Test Engineer


  • Bachelor of Science
  • Associate of Science
  • Associate of Science
  • Coursework in Firewalls, Intrusion Detection, and VPN's, Information Security & Organization Management, Business Continuity/Disaster Recover.

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