Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:
Professional Summary
A skilled MCSE, A+ Trained IT Professional with more than 20 years experience in PC/Desktop/Server hardware, software installation and configuration.  Dedicated to providing superior customer service. Detailed and results oriented.
  • Operating system Windows 7,     Windows 8, Windows 10, Windows     Server, 2000,2003, 2008, 2012 
  • Experience with troubleshooting     Network related issues (Network Protocols (TCP/IP,DHCP,DNS)
  • PC/Desktop server installation and configuration
  • Help desk/call center environment Experience; proven superior customer services support. A high level of root cause analysis and issue resolution.

  • Experience with LAN/WAN troubleshooting
  • Experience with storage technologies (SAS, SATA, SASI, Fiber RAID)Server and SAN scalability and Blade Technology
  • PC Desktop deployment, Imaging profiles
  • Experience with system management processes (BMG, RSA,RSAII, Uefi/IMM, IMM2) Installation and configurations
  •  Knowledge of Microsoft applications
  • Ticketing creation and escalation process

Work History
Service Desk Analyst , 02/2018 to Current
Long View SystemsDenver, CO,

* Provided phone technical support to over 800 new end-users for Wellstar Health Care GoLive project.

* Provided Tier I hardware/software support for the Go live on-boarding project for 5 new hospitals and 11 new medical groups for the Wellstar Health Care System

* Assist end-users with remote and local network access to the EHR(Electronic Health Records) system known as EPIC.     

*  Provided Technical support with PPG encryption and configuration for remote end-users via VPN access using Citrix receiver and Citrix XenDeskTop.

* Assist user with technical support experiencing issues with remote access from their home PC’s or Laptop’s by use of Symantac PC Anywhere or VMWare Horizon Client.
* Verified end-users account information as well as assist and perform password resets.

* Provide service ticket creation and escalation within the prescribed SLA in accordance with company standard and practices. Worked within HIPPA regulations.      

Remote Technical Support Specialist, 03/2006 to 11/2016
Adt Security ServicesAnkeny, ,

* Provide phone and email technical support for large enterprises such as WalMart, The Gap, Cisco and Federal accounts.

* Provide warranty hardware break/fix and technical problem determination for IBM System X, X Series, entry level high-end servers, Lenovo Thinstation and Thinkservers.

* Provide support for installations and configuration of servers

* Review diagnostic information to assist in isolation of root issues.

* Collaborate with other support units to provide seamless problem resolution.

* Provide technical support and service delivery within established IBM guidelines using the CROSS ticket tracking system, Lotus notes and technical resource data base to provide the highest level of customer satisfaction.


Technical Contractor, 05/2006 to 03/2007
TSI - Technical System IntegratorsCity, STATE,

* Ghosting Profiles for Elementary, Middle and High schools

* Desktop and laptop Configuration and Installation

* Laptop Portable Labs and wireless network configuration

* Order filling for Smaller Projects

* Certified Customers Dell Soft Skill Training

Technical Consultant (Volunteer), 2003 to 2006
On The Move Bicycle ShopCity, STATE,

* Upgraded small business network to better interface with point-of-sales software

* Upgraded and reconfigured PC hardware to provide better network connectivity

* Provided routine preventive maintenance and network security


Technical Consultant (Volunteer), 2002 to 2006
St. Johns Lutheran SchoolCity, STATE,

* Assisted in planning computer room environment

* Assisted in auditing donated computers to best integrate them into the computer environment

Associate of Applied Science: Certified Systems Engineer Program, Expected in 2002
Computer Career Center - Queens, NY
Associate of Science: Electrical Engineering Technology, Expected in 1986
Queens Borough Community College - Bayside, Queens NY
Associate of Science: Electrical Engineering Technology, Expected in 1983
New York City Technical College - Brooklyn, NY

IBM Certification of Excellence for Customer Service - 2008

The Queens County Bar Association Certification of Appreciation for Excellence in Customer Service - 2005

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School Attended

  • Computer Career Center
  • Queens Borough Community College
  • New York City Technical College

Job Titles Held:

  • Service Desk Analyst
  • Remote Technical Support Specialist
  • Technical Contractor
  • Technical Consultant (Volunteer)
  • Technical Consultant (Volunteer)


  • Associate of Applied Science
  • Associate of Science
  • Associate of Science

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