Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary
Solutions-driven professional with 4+ years’ experience providing rapid and client-focused technical support to 200+ users. Demonstrated capacity to identify root causes and direct users to lasting resolutions. Adept at articulating complex technical concepts to users of varying technical understanding. Well versed in a variety of common operating systems, applications, and hardware with a proven ability to master new tools and technologies quickly.
  • Troubleshooting & Issue Resolution
  • End-user Training & Support
  • Client Relationship Management
  • Root Cause Analysis
  • Rapid Ticket Response Times
  • Detailed Documentation
  • User Training/Support
  • Complaint Handling


Work History
Root Cause Analyst, 07/2014 - 2016
Loan Depot Portland, OR,
  • Facilitated Root Cause Analysis (RCA) on incidents. 
  • Identified and investigated Problems and Known Errors.
  • Prevented the replication of problems across the environment

Problem Analyst, 05/2013 - 06/2014
Thomson Reuters City, STATE,
  • Conducted trend analysis of incidents and presented recommendations to improve service quality and availability.
  • Provided guidance and best practice methods to other employees to gain value from the problem management process.
Service Desk Analyst, 07/2011 - 05/2013
Thomson Reuters City, STATE,
  • Answered and resolved inbound technical calls at a large corporate help desk, efficiently and professionally, in a high volume call center environment that operates 24x7x365.
  • Exceeded statistical metrics regarding; ticket and call quality, first call resolution, schedule adherence, and call handle time.
  • Escalated high priority, high impact issues to the internal support teams.


Bachelor of Science: Computer Science , Expected in Current
University of Minnesota - Minneapolis, MN

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School Attended

  • University of Minnesota

Job Titles Held:

  • Root Cause Analyst
  • Problem Analyst
  • Service Desk Analyst


  • Bachelor of Science

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