Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:
Professional Summary
An energetic, results-driven, Senior Desktop Support Analyst with over 10+ years of extensive experience within a large, Fortune 500 corporate environment. Highly motivated, proactive, well organized professional that is able to multi-task in a fast paced environment.  Ability to provide excellent customer service along with finding a lasting solution to an IT-related issue. Outstanding interpersonal skills.
  • SOFTWARE: Microsoft Office Suites, Office 365, System Center Configuration Manager 2007-2012, Symantec Endpoint Protection  and Manager Console, Symantec VIP 2-factor authentication, Cisco VPN, Spam and Virus inoculation; Remote Desktop softwares, BMC Track-It! ticketing system, Active Directory
  • OPERATING SYSTEMS: Microsoft Windows and MacOS
  • HARDWARE: Dell/HP desktops and laptops. Mobile phones and tablet (Android/iOS), Printers

  • NETWORKING: DHCP, TCP/IP; home networking, file and print sharing, VPN connectivity
  • PROFESSIONALISM: Excellent customer service skills; Fast learner; Analytical and critical thinker; Customer service expert; Remote Support
Work History
Senior Desktop Support Analyst, 02/2015 to Current
Advanced Drainage Systems, Inc.Phoenix, AZ,
  • Escalation point for team members who provide Level 1 and 2 technical support.  
  • Train and provide/create documentation on how to use specific software within the environment.
  • Monitor and manage ticket flow and respond to technical support needs of customers.  
  • Research, troubleshoot and resolve complex problems independently or interact with software/hardware vendor support to assure timely resolution to any issues.
  • Work closely with team members to meet or exceed all customer service requirements.  
  • Participate in functional test planning and testing for the Windows environment and related applications.     
  • Respond quickly and effectively to production issues and taking responsibility for seeing those issues through
  • Participate in Windows Systems Group projects
Desktop Support Analyst, 08/2010 to 02/2015
Cracker Barrel Old Country StoresConroe, TX,
  • Provided Level 1 and 2 technical support to end users physically and/or via remote software
  • Managed and escalated assigned support tickets to specific departments.
  • Imaged/deployed Dell and HP laptops and desktops to new hires and replaced out of warranty machines 
  • Maintain inventory of computer systems within the environment  
  • Participate in problem solving and troubleshooting for the Windows environment and related applications  
Executive Technical Support Analyst, 04/2005 to 07/2009
Emcor Group, Inc.Sunnyvale, TX,
  • Provided L2 deskside support to 3000+ GE end users and L3 desk side and phone support to the Senior Executive level GE Energy officers and their administrators in a fast paced corporate environment.
  • Personally supported the Vice Chairman of GE and his staff for two years as the onsite IT liaison and support analyst.
  • Diagnosed software/hardware/network problems and address compatibility issues.
  • Presentation/Meeting setup and support; software and hardware upgrades, technology consultation for the executive management and their staff.
  • Blackberry mobile devices setup, configuration, connectivity, and troubleshooting experience.
  • Traveled to senior executives homes for home networking setup and installation and troubleshot any computer related problems the end user may have there.
  • 24 x 7 on call support rotation for senior executive level personnel and server hardware related issues.
Desktop Support Technician, 01/2003 to 04/2005
Advanced Technology Services, GE Power SystemsCity, STATE,
  • Provided hardware/software support to 3000+ GE end users in a corporate and warehouse environment in Atlanta, GA.
  • Utilize Symantec Ghost application to load pre-configured images and create backups.
  • Provided maintenance and repair to printers, fax machines, scanners, and handheld devices.
  • Supported Oracle/ERP client connectivity.
  • Supported Psion Teklogix handheld devices through Citrix terminal service.
  • Supported Symbol MC9050 handhelds and VRC8900 terminal series computers.
Associate of Applied Science: CIST Information Security Specialist (Cybersecurity), Expected in 2015
Chattahoochee Technical College - Marietta, Georgia
A+ Certified Technician, August 2000

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Resume Overview

School Attended

  • Chattahoochee Technical College

Job Titles Held:

  • Senior Desktop Support Analyst
  • Desktop Support Analyst
  • Executive Technical Support Analyst
  • Desktop Support Technician


  • Associate of Applied Science

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