Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Professional Summary

Exceptional leader talented at [team building], [analysis] and [customer service]. Technically-savvy with outstanding relationship building, training and presentation skills.

Highly motivated and detailed-oriented IT professional with hands-on experience managing projects providing support to enterprise and corporate environments. Extensive training/experience with OS installation, application configuration, and troubleshooting hardware & software issues. Program administration, developing service plans, facilitating team meetings, and drafting proposals for Community Based Organizations and non-for-profit agencies.

Microsoft Windows XP, 7, 8 and 10 Networking: LAN/WAN configuration, Ethernet Network Maintenance, Data Center Network Patching Hardware: Desktops, Laptops, Printers, Scanners, Plotters, Wireless Access Points, HDD: Format, Partition, Imaging Software: MS Word/Excel/PowerPoint/Outlook/ Oracle CRM/ BMC Remedy

  • Extremely organized
  • Process implementation
  • Conflict resolution
  • Project management
  • Self-motivated
Work History
02/2016 to 10/2017 Senior Service Manager Apartment Income Reit Corp. | San Diego, CA,
  • Served as the single point of contact for all customer inquiries regarding Radianz products and services in account portfolio.
  • Responsible for service development/service improvement activities regionally and multi-country basis with a focus on improving resilience and customer service.
  • Monitored the network availability, performance, and ensured compliance with any changing requirements.
  • Chaired monthly service reviews that included inventory of services, standard service metrics and analysis, and improvement initiatives.
  • Executed Root Cause Analysis reports, as well as led the execution of temporary/permanent corrective measures to avoid future network outages or service impacting incidents.
  • Performed in-depth analysis and detailed reporting on capacity planning, SLA performance, operating system and major application software patch assessment.
05/2014 to 02/2016 Desk Based Service Manager/Service Relationship Coordinator Apex Systems | Mooresville, NC,
  • Chaired periodic conference calls to review overall service performance including analysis of any faults, performance against SLA/SLG, Network, CPE performance and provide status reports on orders.
  • Ensured clients satisfaction that led to extension of existing or new contracts and resulted in additional revenue for the firm.
  • Supported sales teams with product and service knowledge in the effort to close new deals.
  • Executed service improvement activities that helped to enhance customer experience and procure contracts.
  • Trained resources to utilize customer self-service portal through knowledge sharing sessions and documentation.
01/2013 to 04/2014 IT Project Coordinator Builders Firstsource, Inc. | Escondido, CA,
  • Delivered managed services to customers regarding moves/add/changes/ and decommissions.
  • Responsible for managing ticket queue, liaison with facilities managers, directors, department heads to obtain system requirements and orchestrate technician entry to TR closets and POE's.
  • Managed move/add/change project(s) execution to ensure adherence to budget, schedule and scope for JPMC 5,500+ branch locations and corporate workspace locations nationwide.
  • Consulted with end-user's management, vendors, and technicians to assess telecommunications/data and system requirements.
  • Prepared project status reports by collecting, analyzing, and summarizing information and trends.
  • Led project deliverable due dates, risk mitigation actions, and contractual obligations.
01/2012 to 01/2013 Intern Api Group Corporation | San Antonio, TX,
  • Provided technical operations support for a mid-sized IT international consulting firm, servicing the finance, medical and educational sectors.
  • Group Policy administration: including software and printer deployment, browser policy Deployment of desktop, laptop, smartphone, and printer assets; including inventory tracking Help desk call logging and creation/update of process documentation Remote user support via Remote Desktop Connection and WebEx technologies.
02/2007 to 05/2011 Service Coordinator RES Company Inc | City, STATE,
  • Provided oversight to assist with case management, administration of treatment plans, outreach development and referrals for the Traumatic Brain Injury population.
  • Monitored the provision of waiver services for a caseload of 15 participants Responsible for documenting incident reports, and providing necessary follow-up Facilitated clinical team meetings to chart progress, identify milestones, and monitor client services Conducted comprehensive, functionally based assessments to implement individualized service plans.
Expected in May Bachelor of Science | Information Technology Western Governors University, Salt Lake City, UT GPA:
Information Technology
Expected in Studies focused in IT Foundations, Network Infrastructure Design and Security *Courses included IT Project Management, Data Management, IT applications, Cloud Foundations, and Emerging Technologies | , , GPA:
budget, capacity planning, case management, Hardware, consulting, contracts, client, clients, customer service, Data Management, Desktops, documentation, Ethernet, finance, focus, Help desk, Imaging, INFORMATION TECHNOLOGY, inventory, IT Project Management, LAN, Laptops, logging, managing, meetings, Access, Excel, Outlook, PowerPoint, Microsoft Windows XP, MS Word, Network, Networking, operating system, Oracle CRM, Plotters, printer, Printers, progress, reporting, sales, Scanners, SLA, user support, technician, telecommunications, treatment plans, WAN

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School Attended

  • Western Governors University

Job Titles Held:

  • Senior Service Manager
  • Desk Based Service Manager/Service Relationship Coordinator
  • IT Project Coordinator
  • Intern
  • Service Coordinator


  • Bachelor of Science
  • Studies focused in IT Foundations, Network Infrastructure Design and Security *Courses included IT Project Management, Data Management, IT applications, Cloud Foundations, and Emerging Technologies

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