Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
Professional Profile

Dynamic Senior Technical Support Engineer offering over eight years of experience working in diverse environments. Bilingual team player with key leadership skills, strategic planning abilities for implementing and managing software package deployment, updates and maintenance of workstations, servers, and software security policies enterprise-wide. Proactive and hardworking team player with a focused mentality and a rigorous approach to accomplish goals using technology to positively impact end user productivity while focusing on finding root causes and making permanent improvements.


CompTIA A+

CompTIA Network+

EXIN ITIL Foundation Certificate in IT Service Management

Microsoft Certified IT Professional (MCITP)

Microsoft Certified Professional (MCP)

Microsoft Certified Technology Specialist (MCTS)

McAfee Security Specialist – (HIPs) Host Intrusion Prevention

McAfee Security Specialist — (ePO) ePolicy Orchestrator

Education and Training
Associate of Science Degree: Computer and Electronics Engineering Technology, Expected in
ITT Technical Institute - St. Rose, LA
Professional Experience
Senior Information Technology Specialist, 11/2018 to Current
City Of ClovisClovis, CA,

· Supports and maintains roughly 1,500 workstations and servers across the enterprise

· Primary responsibilities include patch management, application/package distribution, operating system deployment (OSD) and security compliance through System Center Configuration Manager (SCCM)

· Creating collections using queries against the SCCM database for upper management and other business associates

· Designing and implementing Windows virtualization technologies, including applications, pools, servers and desktops virtualization through VMware vSphere

· Writing custom scripts and tools to automate processes via batch or PowerShell

· Responsible for assisting with Active Directory support and design

· Manages and supports Symantec endpoint protection security software

· Continuously contributing to the development of knowledge base articles within Service Now ITSM, including documentation and training for troubleshooting guides, imaging, installations, and other IT essentials

· Providing Level 3 support for Package and deployment issues in production, Desktops, laptops, servers, and virtual desktop/server environments, End users, Desktop techs, and other IT specialists

Desktop Technical Support, 06/2018 to 11/2018
C.H. Robinson Worldwide, Inc.Orange, CA,

· Desktop support for local end user and remote end user (500+)

· Using Bomgar to remote onto end user desktops

· Troubleshoot and resolve IT related issues with desktops and laptops, printers, mobile devices, tablets, and other technology peripherals, as well as Windows OS 10, Microsoft Office 365, Google Suite, Adobe, Bluebeam and more

· Creating new user IDs using Active Directory, Exchange email inbox and Skype for business

Desktop Support Analyst, 01/2018 to 06/2018
Raytheon Technologies CorpSunnyvale, CA,

· Responsible for second level user support onsite and remote locations including desktop, printer and telephony services while sustaining high client satisfaction and providing a consistently rapid response to maintenance needs

· Software support for applications including BlueBeam, Adobe Suite, Autodesk; AutoCAD, Revit, TrueView, BIM 360, Naviswork Freedom, and Navisworks Manage

· Manage ticketing system through ServiceNow

· Identify and resolve incidents within agreed SLAs, policies and procedures

· Deploy software packages and SCCM client tool via SCCM 2012 with software center and updates

· Imaging HP desktops and HP laptops by using USB drives with Windows Image and Configuration designer (ICD).

Desktop Support Specialist, 04/2012 to 01/2018
Shell Oil And GasCity, STATE,
· Desktop/Helpdesk onsite and remote support for end users (1,200+) including support for VIP executives and other technically oriented engineers and employees · Manage ticketing system Service Manager 9 (HPSM9) · Installing, configuring, upgrading and (IMAC) of access devices including desktops, laptops, and workstations · Configuring and managing user secure desktop encryption and setting up secure email · Imaging HP desktops and HP laptops by using HP disc packages/ USB drives · Performing backup and recovery duties using tool sets such as Window Easy Transfer · Providing support for software/operating system for Windows 7, Windows 10, MS Office 365, Skype for Business · Additional software support included Adobe Suite, Citrix, OSIsoft PI ProcessBook, OSIsoft DataLink, Autodesk AutoCAD, Naviswork Freedom, and Navisworks Manage, TrueView, UniSim Design Suite, and Decision Tools Suite · Troubleshooting hardware and software related problems for end users · Break-fix hardware repairs for HP laptops and HP desktops

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School Attended

  • ITT Technical Institute

Job Titles Held:

  • Senior Information Technology Specialist
  • Desktop Technical Support
  • Desktop Support Analyst
  • Desktop Support Specialist


  • Associate of Science Degree

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