Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:

Information Security Standards

Payment Card Industry DSS

ITIL v3 certified

SOX 404

Client relationship management

Root Cause Analysis

Troubleshooting and issue resolution

Rapid Incident response time

End user training and support

Detailed documentation Process Improvement

  • Adaptable
  • SLA implementation
  • Collaborative
  • Working independently
  • Quality assurance and control
  • Results-oriented

Enhanced our change management program. Created an electronic version of our documents and implemented a new procedure.

Through my participation in the Enterprise Compliance program I ensured that FedEx is found to be compliant with SOX and PCI DSS in order to avoid possible fines or an order to cease and desist operation.

Mentored team members in order for them to advance in the company and department.

Guided projects in multiple roles, QA lead, QA analyst, trainer, and defect manager, in order for the project to be successful.

Quality Assurance Analyst, 09/2013 to Present
Calspan CorporationPlymouth, MN,
  • Responsible for the evaluation and testing of software programs ensuring programs function according to requirements.
  • Responsible for the documentation of software defects with defect tracking tool.
  • Maintain record of daily data communication transactions, problems and remedial action taken.
  • Conduct operational procedures to investigate and resolve problems and provide technical assistance and support.
Sr. IT Compliance Specialist, 04/2008 to 09/2013
Seyfarth Shaw LlpCharlotte, NC,
  • Responsible for the guidance of IT management and staff in navigation and compliance with corporate Information Security Standards, corporate Enterprise Compliance Program, corporate Data Protection Program including Laptop Encryption and A Vulnerability and Remediation Tool (AVERT), Compliance Logging & Monitoring Tool (Tripwire), and Change Control.
  • Coordinate and oversee efforts and maintains ongoing communication with the corporate Program Management Offices and FTN IT management on progress related to corporate Information Security Standards, corporate Enterprise Compliance Program, corporate Data Protection Program including Laptop Encryption and A Vulnerability and Remediation Tool (AVERT), Compliance Logging & Monitoring Tool (Tripwire), Change Control and Audits.
  • Ensure compliance with Corporate Enterprise Compliance initiatives related to SOX 404 and Payment Card Industry requirements with regard to system, application, database, workstation and physical security, change control, operational backups and monitoring, and data confidentiality.
  • Developed and maintained control matrices including documentation of processes and procedures, testing, remediation and reporting.
  • Managed the execution of test scripts against Enterprise Compliance controls and Information Security Standards and document findings.
  • Analyze results of test scripts to determine, facilitate and track required remediation for issues found by monitoring the efforts of those involved and proactively following up and pursuing expedient solution by engaging all associated parties.
  • Developed, tracked and maintained required system, application, database, physical security and operations IT manager reviews.
  • Facilitate change control and notification of upcoming changes to all IT staff.
  • Responsible for the maintenance of all IS&T change control and process and procedure documentation to ensure standardization with regard to change management as per departmental policy.
  • Document and maintain all policies and procedures related to IS&T.
  • Publish policies and procedures related to IT system, application, database, workstation and physical security, change control necessary to ensure compliance of the IS&T department.
  • Facilitate the annual IS&T process and procedure review along with the annual distribution and acknowledgment of IS&T process and procedures to all IT staff and distribution and acknowledgement of FedEx Key Policy, Human Resource 10-1 Computer Resource and Workplace Violence Prevention policies to all company staff.
  • Manage the resolution of support and compliance issues related to technology, human resources and legal requirements through collaboration with upper management across the company.
Service Desk Lead, 11/2003 to 04/2008
FedEx Trade NetworksCity, STATE,
  • Provide first and second level support remote and onsite technical support to FedEx Trade Networks internal and external customers in the diagnostics, troubleshooting, and maintenance of PC operating system software, and hardware problem resolution.
  • Responsible for the training of new and less experienced technicians Ensure access and use of E-mail, internet and intranet, as well as problem resolution of internally developed and third party applications.
  • Facilitate expedient resolutions for incidents beyond the first level support.
  • Engage the appropriate next level support personnel and work with them to minimize the unavailability of the system or application.
  • Enter call information into the tracking and reporting application to enable efficient problem resolution and provide accurate information for reporting and service level performance management.
  • Responsible for the development and distribution of system and application documentation, as well as educational material to reduce the frequency and volume of problems associated with selected applications and systems.
  • Ensure standardization with regard to desktop environments as per departmental policy.
  • Ensure compliance with Corporate Sarbanes-Oxley initiatives with regard to system availability, SLA and data confidentiality.
  • Monitor project tracking database to identify and complete scheduled projects.
  • Provide statistical reports to management on system downtimes.
  • Coach and develop service desk analysts.
Sr. E-Commerce Help Desk Specialist, 01/1998 to 01/2003
FedEx Trade NetworksCity, STATE,
  • Provide first level support to our external customers, troubleshooting and assisting with incident resolution.
  • Initiate customer contact and cultivation of customers for future business.
  • Initiate a high level of meaningful communication with customers, vendors and associates through written and oral means.
  • Build a positive relationship with customers and encourage a partnership approach with FedEx Trade Networks.
  • Provide technical and usage assistance when requested and provide feedback to development staff for service enhancements and new E-Commerce services.
  • Record service issues using Help Desk software and, in cases where the matter cannot be resolved directly, report the issues to an appropriate associate for resolution.
  • Identify, qualify and refer potential customers for other FedEx Trade Networks services, such as transportation and consulting.
Regents Diploma: , Expected in 1990
Cardinal O'Hara HS - Tonawanda, NY
: Paralegal , Expected in 1992
Buffalo State College - Buffalo, NY


Associate of Applied Science: Communication, Expected in 1994
Erie Community College - Buffalo, NY

change management, Coach team members, oral, hardware, consulting, Encryption,documentation, E-Commerce, E-mail, Help Desk,Information Security, IT management, ITIL v3, performance management, personnel, policies, problem resolution, processes, Program Management, public speaking, reporting, Sarbanes-Oxley,SLA, technical support, technical assistance, troubleshooting, written

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School Attended

  • Cardinal O'Hara HS
  • Buffalo State College
  • Erie Community College

Job Titles Held:

  • Quality Assurance Analyst
  • Sr. IT Compliance Specialist
  • Service Desk Lead
  • Sr. E-Commerce Help Desk Specialist


  • Regents Diploma
  • Associate of Applied Science

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