Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - - -
Career Overview
I'm a hardworking information technology professional with extensive experience in Production Support, Desktop Support and, System Support Specialist within IT Operations. I also have experience with software/hardware, troubleshooting resolution, transmissions, reporting, and Metrics. In additional I have worked directly with project manager teams on many critical projects, and have a clear understanding of how to meet the business objective quickly with minimal impact to the business. I'm loyal, trustworthy, and service-oriented which serves as a key contributor to the ongoing success of any organization.

IT Networking, Windows XP, Microsoft Word, Excel, Access, PowerPoint, AS/400-ISeries, Sun, Solaris, IBM MVS/390/ZOS, SDSF, TSO, VTAM, CA1 and CA7 Subsystems, VM Ware, Net Op, COM vault Acid, Novell, ARCserve, Fed line Transmissions, Wire Transfers, MS-DOS, Tandem System, LAN/WAN, TCP/IP, SQL/SQL Plus, UNIX MVS/Reflections, Toad for Oracle, PBM-log System, Project Management Tool, Plan-View, RXSupport System, Jira/Confluence, Datastage, and Websphere Console.

  • Technical help desk experience
  • Strong analytical skills
  • Database servers
  • Proficiency in TCP/IP protocols
  • GUI and tools
  • Excellent problem solving skills
  • Customer needs assessment
Technical Skills

Network Support

  • Acted as first point of contact for all major technical issues, including power outages, system failures and disaster recovery.
  • Oversaw infrastructure of three offices and acted as support for help-desk technicians and IT Department.

Work Experience
04/2013 to 08/2014
Production Support Specialist Koch Industries, Inc. Bradford, PA,
  • Accountable for the end-to-end Production Support service delivery against SLAs Liaise with client's stakeholders to understand the nature of day-to-day issues in production, be able to coordinate response from the client's support team and multiple external/ client teams to resolve production issues.
  • Plan and execute changes within Production environment Regular verbal and written communication with client representatives and other support teams to clarify details of incidents or service requests to maintain production stability Implement/ meet user service requests Escalation point for operational issues.
  • Service Change management and scope management SLA compliance for the Operations IT Production Support and other contractual compliances Lead transformational changes within the team to bring long term benefits through Problem Management, Shift Left and other transformational levers Provides Continuous Service Improvements and tangible business benefits to client Provides Project Status and other Operational management reports Coordinates with managers and other Project managers to implement delivery to a larger Production Support organization.
02/2012 to 02/2013
PBM SYSTEM SUPPORT ANALYST Koch Industries, Inc. Caldwell, ID,
  • Managed client and IT audits.
  • Established pager escalation process and provided support for off-hour client escalation.
  • Provided root cause analysis follow-up and coordination on resolved issues.
  • Manage Environment Team email box for user ID creation, modification, and termination as well as provided support for client setup with software for system connections to PBS, Citrix.
  • Managed client and IT Sox audit changes on our primary Unix servers.
  • Deploy developer code in the Dev/Test and production integration environments for Unix.
  • Update multiple servers for Websphere Console either replacing the entire application or adding a single module.
  • Produced clear and concise daily reports about problems with production systems.
  • Monitor and troubleshot SLA issues on multiple Unix production server.
02/2011 to 10/2011
PRODUCTION SUPPORT SPECIALIST Exela Technologies Inc. Naperville, IL,
  • Distributed product updates to clients and provide support for system upgrades.
  • Built product shipment libraries and prepare shipping/insClaireation documentation for clients.
  • Worked with business system analysts and members of the iSeries development team to coordinate proper documentation for new program modifications submitted for inclusion in product shipments.
  • Worked with the iSeries team's Product Support staff to insure that all new and changed objects are assigned to, and included in, a targeted product release.
  • Distributed product updates to clients via FTP, SNADS, CD or tape.
  • Quality Assurance testing on SXC's iSeries-based RxCLAIM/RxSERVER application system.
  • Worked with business system analysts and members of the AS/400 development team to perform Quality Assurance testing on new program modifications submitted for inclusion in product shipments.
  • Developed testing methodologies to insure an efficient and through testing of current and enhanced functions within the application.
  • Worked with members of the iSeries development team to develop and maintain automated programs and procedures to insure the smooth and consistent delivery and insClaireation of application modifications for the application products to our clients.
  • Worked with business systems analysts and clients to facilitate acceptance testing.
01/2005 to 01/2010
System Support Specialist/Governance Analyst Exela Technologies Inc. New Orleans, LA,
  • Oversaw communication between support analysts and user community.
  • Collaborated with support analysts to determine log target dates.
  • Communicated log target dates to users.
  • Determined and communicated status of logs to users.
  • Communicated priority of logs to support analysts.
  • Identified failed logs.
  • Reviewed/coordinated between support analyst and user to achieve resolution.
  • Discovered opened/extended duration logs.
  • Coordinated with support analyst to resolve issue.
  • Determined and assigned unassigned logs to appropriate support analyst.
  • Followed up with support analysts to meet target date.
  • Determined resolution path and timeline, notifying user community of missed original target date.
  • Coordinated between user community and support analysts to clarify log request.
  • Attended various standing meetings with different users to review support issues.
  • Worked closely with functional leads to identify and prioritize logs requiring development investigation.
  • Collaborated with PMO and functional leads to migrate logs requiring enhancement/fix.
  • Raised escalated, complex, and critical issues to support governance lead.
  • Identified and achieved sign-off on key production support metrics.
  • Implemented metric reporting and analyzed results.
  • Worked closely with functional leads to make adjustments based on analysis of metrics.
  • Implemented and maintained help desk tool, service catalog, and service calendar.
  • Defined, implemented, and maintained SLAs as well as outage reporting process.
  • Managed client and IT audits.
  • Established pager escalation process and provided support for off-hour client escalation.
  • Provided root cause analysis follow-up and coordination on resolved issues.
  • Worked closely with PMO and functional leads to migrate logs requiring enhancement/fix.
  • Obtained estimates for fix projects.
  • Determined ROI for support enhancement projects.
  • Collaborated with functional leads and PMO to prioritize development projects to enhance support.
  • Facilitated movement of issue resolution between support and development.
2005 to 2007
WHS/PBM Support Specialist, ID Administrator WHS Walgreens Co. City, STATE,
  • Regenerated billing and payment reports.
  • Appointed PBM logs to appropriate teams.
  • Retrieved phone messages.
  • Created user IDs and granted access for each user throughout corporation.
  • Supported 1-800 help line for ovations and well-care users.
  • Managed email box for user ID setups.
  • Reset various systems, including web servers within company and for offsite clients.
  • Provided support for client setup with software for system connections to PBS, Citrix, Data-point, CPA, PMT, UNIX, and Authenticator IDs.
  • Oversaw FTP transactions and also transferred data to clients by using the Diplomat transaction manager inbound and outbound software.
  • Transferred reports to client.
  • Ran multiple SQL scripts to regenerate custom data.
  • Test requested user IDs for Citrix.
  • Regenerated reports for QA query, detail claims lag, reclassify/revalidate, standard _5500, PGP decryption for multiple client files, and group plan changes.
  • Provided backup for daily drug load uploaded on three servers for pricing purposes.
  • Fixed SQL script.
  • Loaded ovations files on hard drive every three months and sent data to client via UPS.
  • Created Lawson file/print vendor, 835 pharmacy payment tape load, custom CBT files, and PDE deletion count report.
  • Developed check feedback reports, adjudication/extract verification reports, and invoice register reports.
  • Designed custom reports for accounting department, including account payable and account received reports.
01/2003 to 01/2005
Computer Operator/Support APEX MANAGEMENT INC City, STATE,
  • Held responsibility for monitoring and troubleshooting systems.
  • Restored lost information and ran multiple backups for server.
  • Verified saved information.
  • Loaded software, replaced hardware, and updated managers of problems.
  • Uploaded files.
  • Performed standard maintenance.
  • Oversaw computers and other peripheral office equipment.
  • Evaluate production and process impact of system changes, updates, and conversions with System maintenance and ongoing support.
  • Assist with insClaireing, integrating and testing system upgrades, including work with pertinent vendors and tools.
  • Serve as a team resource for technical and operational questions and concerns.
  • Identify and detail function-specific configuration needs.
  • Collaborate Serve as an expert for functional training and/or performing training as needed.
  • with Business, Project, and Technical customers to deliver expected system configuration results.
01/2000 to 01/2003
Computer Operator Lead FIRST AMERICAN BANK City, STATE,
  • Monitored and troubleshot problems with AS/400, including multiple servers.
  • Received and processed data.
  • Restored lost information to users of 30 branches.
  • Ran multiple backups for server, checking 30 branch backups to verify saved information from previous day.
  • Reran backup job until successful completion.
  • Uploaded payroll files for more than 15 customers.
  • Held responsibility for Halon system and security monitoring for bank.
  • Ordered office supplies for data center for end-of-month runs.
  • Monitored Internet sites for cash management to verify communications.
  • Checked bank phone lines for connections, monitoring 16 Citrix servers for issues, and alerted programming department of programs.
  • Burned CDs for software department, including offsite copies for computer operations of all daily transactions.
01/1996 to 01/1999
  • Ran daily reports, forms, and invoices from mainframe systems and other auxiliary equipment as well as performed system restarts.
  • Updated files, ran backups and peripherals, as well as monitored and troubleshot systems.
  • Determined problems and worked closely with programming for resolution.
  • Sent daily transmissions.
  • Answered calls from clients, including transmissions/re-transmissions of account information.
  • Produced clear and concise daily reports about problems with production systems.
  • Reset CPUs, telephone lines, and Halon Alarms.
01/1990 to 01/1995
  • Supported IBM MVS/390/ZOS operating systems using SDSF, TSO, VTAM, CA1 and CA7 subsystems.
  • Provided support for IBM Laser Printer, IBM Impact Printer, IBM Disbursement Machine, and Xerox 4130 and 4135.
  • Managed transmissions, client reports, technical support, and consolidation reports.
  • Troubleshot errors in consolidations.
  • Created transmission file and sent transmissions.
  • Maintained various transmissions logs and testing.
Education and Training
Expected in 1 1990
High School Diploma: General Studies
Simeon Vocational H.S - Chicago, Illinois

accounting, Acid, analyst, ARCserve, AS/400, backup, benefits, billing, business systems, CA1, CA7, cash management, catalog, CD, Change management, Citrix, clarify, COM, hardware, computer operations, concise, consolidations, CPA, client, clients, Data-point, Datastage, decryption, delivery, documentation, email, forms, FTP, functional, hard drive, help desk, IBM, IBM MVS, MVS, Websphere, IDs, LAN, Laser Printer, Lawson, mainframe systems, meetings, Access, Excel, office, PowerPoint, Windows XP, Microsoft Word, MS-DOS, Networking, Novell, office equipment, operating systems, Oracle, developer, payroll, peripherals, pricing, Printer, programming, Project Management, QA, Quality Assurance, reporting, servers, scripts, script, shipping, SLA, Solaris, SQL Plus, SQL, Sun, system configuration, Tandem, TCP/IP, technical support, telephone, phone, Toad, transmission, troubleshooting, TSO, UNIX, Unix servers, upgrades, View, VM, VTAM, WAN, web servers, written communication

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  • Simeon Vocational H.S

Job Titles Held:

  • Production Support Specialist
  • System Support Specialist/Governance Analyst
  • WHS/PBM Support Specialist, ID Administrator
  • Computer Operator/Support
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  • Computer Operator


  • High School Diploma

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