Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - - -
A certified Support Center Analyst IT professional with Healthcare, Banking, and Judicial experience. A trainer with strong analytical and troubleshooting skills. A well-organized fast learner proficient in Healthcare software, Microsoft Office, and North Carolina State Government databases.
  • Guest services
  • Inventory control procedures
  • Merchandising expertise
  • Loss prevention
  • Cash register operations
  • Product promotions
07/2011 to Present
Professional Practice Management Support Consultant American Commercial Lines Llc Davenport, IA,
  • Support clients by troubleshooting and resolving complex product problems or issues related to Electronic Health Records, Healthcare Financial and Clinical software and hardware.
  • Manage and support Hosted and Cloud users; password, accessibility and other functions Diagnose and resolve customer questions or problems over the telephone and email in the areas of system configurations/setup, product functionality, and bugs/enhancements.
  • Track and document inbound support cases SME and Delegate work of incoming client request.
  • Communicate with product development department to improve on current design or to identify possible problems with design.
  • Assist in Go-live events and upgrades.
  • On-going training of current technology in products, design/development changes, and new products offered.
  • Active participate in corporate events, travel to local and regional conferences.
  • Work rotating on-call shifts.
  • Working knowledge of Meaningful Use, ICD-9, ICD-10, Alphaii, Crystal Reports, Sql, BETA testing, VPN connection, financial posting, CPT/Dx codes, claim scrubbing and code-checking.
  • Special Project- Network Security- Open firewalls and manage Windows Administrative Active Directory Accounts.
09/2004 to 06/2011
Helpdesk Analyst U-Haul Saint Albans, WV,
  • Provide Level I & II support to Judicial users statewide, taking 30+ calls daily supporting 10,000+ users in a 24/7 environment, resolving 85 % of the calls received.
  • Reset passwords for NCAWARE, Active Directory, Novell, NCID/Beacon, eCitation, ACIS, VCAP, FMS, and Cisco VPN, CaseWise, Jwise, and Courtflow, CMS, DMV RDP using IBM Director and LANDesk.
  • Support Cisco VOIP, Blackberry and HTC phones and synchronization issues, redirecting unresolved problems to the Telecom Division and/or outside Vendor.
  • Troubleshooting public terminals, cash registers, validators, local and network printers, software/hardware issues, and wireless network.
  • Identify and escalate priority matters concerning network issues and statewide outages.
  • Work with LAN and WAN teams in troubling Cisco routers, and switches.
  • Follow-up on all open tickets, providing oral and writing communication to Management, Customers, Vendors and Field Support personnel.
  • Updating and modifying various databases using Microsoft Office, SharePoint, ServiceDesk and AOC proprietary software.
  • Ongoing training and updates on system change.
01/2004 to 01/2006
Reservation Manager U-Haul, Raleigh Regional Office City, STATE,
  • Directly supervise over 20 dealers and manage over 275 in the Eastern Regional area by directing U-Haul equipment to independent dealerships and moving centers.
  • Assist in controlling rental equipment, within the assigned marketing areas to balance customer requirements with rental equipment supply.
  • Audit and maintain various inventory reports, review and resolve contract discrepancies.
  • Locate late and not returned equipment.
06/2001 to 07/2003
Remote Vendor System Technician Trans Union Settlement Solution City, STATE,
  • Provided support to over 200+ internal and external end-users.
  • Assisted with the installation of software and network setup and system upgrades using Novell and Microsoft networks.
  • Coordinated and performed all training sessions, in-house and teleconference.
  • Implemented scripts; created and designed procedural manuals.
10/1999 to 06/2001
Network Representative Aetna US Healthcare City, STATE,
  • Analyzed, verified and maintained the provider's databases.
  • Updated the website daily to ensure data accessibility and quarterly directories update.
  • Conducted in-depth analysis and implemented the information needed in support of claims adjudication.
  • Provided training.
03/1992 to 11/1998
Accounting Control Specialist & Senior Operator CoreStates Bank City, STATE,
  • Successfully balanced and reconciled corporate investment accounts using 10-key by touch.
  • Performed accounts receivable, accounts payable, retrieved financial reports from investment firms.
  • Posted to the general ledger and completed daily wire transfers.
  • Examined and processed clients' confidential corporate financial accounts.
  • Diagnosed and repaired computer equipment and peripherals within the department.
Expected in
Associate Degree: Computer Science
Hardbarger Junior Business College - Raleigh, NC
Computer Science
Expected in
HDI Leading IT Service & Support, Raleigh, NC Certified SCA, Support Center Analyst American Institution of Banking Philadelphia, PA Certificate, Principles of Banking Ameritrain Inc., Wayne, PA Certificate, Computer Networking:
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10-key by touch, accounts payable, accounts receivable, Active Directory, Administrative, Go-live, Analyst, balance, Banking, CaseWise, cash registers, Cisco, Cisco routers, CMS, oral, hardware, Computer Networking, conferences, CPT, Crystal Reports, client, clients, databases, directing, Electronic Health Records, email, Financial, financial reports, firewalls, general ledger, IBM, ICD-10, ICD-9, inventory, LAN, Director, marketing, Microsoft Office, SharePoint, Windows, network setup, network printers, Network Security, network, networks, Novell, peripherals, personnel, product development, scripts, Sql, switches, Telecom, telephone, phones, Troubleshooting, upgrades, VPN, VOIP, website, WAN

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School Attended

  • Hardbarger Junior Business College

Job Titles Held:

  • Professional Practice Management Support Consultant
  • Helpdesk Analyst
  • Reservation Manager
  • Remote Vendor System Technician
  • Network Representative
  • Accounting Control Specialist & Senior Operator


  • Associate Degree
  • HDI Leading IT Service & Support, Raleigh, NC Certified SCA, Support Center Analyst American Institution of Banking Philadelphia, PA Certificate, Principles of Banking Ameritrain Inc., Wayne, PA Certificate, Computer Networking

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