Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

To acquire a challenging position in an environment where I can best utilize my Skills.

  • Technical issue analysis
  • Application support
  • Troubleshooting and diagnostics
  • Call Center Operations
  • Hardware upgrades
  • Technical Troubleshooting
  • Customer support needs assessment
  • Computer maintenance
  • Service desk support
  • Software upgrades
  • Team management
12/2016 to Current Subject Matter Expert/IS Specialist-Odyssey Training Coordinator Dekalb County Sheriff Office | City, STATE,
  • Odyssey Jail Manager Implementation.
  • Facilitate detailed gap analysis to review legacy data for errors and omissions.
  • Provide Tier 1 support to jail operations staff (approximately 750 resources).
  • Train IS Tech Support on the various functions in Odyssey(case and jail manager)
  • Provide individual department specific computer hardware and software support on department business systems.
  • Install, configure, and upgrade computers.
  • Assist with integration of desktop, laptops, mobile and other endpoint devices with department specific systems including messaging applications
  • Dameware Mini Remote Access.
  • Troubleshoot Xerox printers and notify technicians for service.
  • Coordinate with Tyler Technology to provide one-on-one support for team members and managers.
  • Complete various reports and analyzed each report to decide where improvements could be made.
  • Tackle troubleshooting and problem resolution to support end-user technical issues.
  • Review requests for service to resolve IT difficulties, documenting and fielding tickets to improve problem resolution.
  • Monitored IT use to maintain compliance with established processes, policies and guidelines.
  • Remove and replace old hardware during routine upgrades and system repairs.
  • Track and prioritize IT tickets and requests based on severity and potential business disruptions involved.
  • Adhere to internal IT policies on user credentialing to support access management of digital assets.
  • Identify problems in printers, scanners and networking hardware, applying required fixes or escalating issues.
  • Install and support desktop software titles and add-ons.
  • Perform walk-throughs for new hires to aid in technological onboarding processes.
  • Set up new desktop systems and configure laptops for incoming employees and loaded required software and server permissions.
  • Deliver local and remote Tier 1 IT support for hardware and software to company personnel.
  • Assist customers with various types of technical issues via email, live chat and telephone.
  • Document customer complaints and inquiries for use in technical documentation and bug tracking.
  • Utilize automated systems to manage and track customer inquiries through to completion.
  • Input customer service orders and track orders through to completion.
  • Maintain helpdesk and maintenance activities between customer calls and vendor interactions.
  • Troubleshot hardware issues and work with service providers to facilitate repairs for end users.
12/2006 to 12/2016 Sheriff's Processing Technician, Sr Dekalb County Sheriff Office | City, STATE,
  • Inspected equipment and systems to identify issues and reported problems to repair technicians.
  • Completed logs and job reports for completed and pending service calls at shift end.
  • Managed quality control and maintained high level of customer satisfaction.
  • Demonstrated excellent mechanical knowledge of machine design, use, repair and maintenance.
  • Tested and modified databases to determine and correct issues.
  • Consulted with I.T. for implementation of new database
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Configured new employee work stations consisting of hardware, software and peripheral devices.
  • Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns as it relates to Avigilon
  • Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
  • Supported employees with advanced troubleshooting on helpdesk tickets.
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Updated and reconfigured existing and new computers with current software and operating systems.
  • Entered Gap Data from previous jail management system to the current odyssey application
  • Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access.
  • Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
  • Upgraded laptops/desktops, improving speed and performance.
  • Devised incisive workarounds and resolutions for IT-related problems.
  • Listened to clients' needs and assisted with identifying and securing appropriate services.
  • Enhanced client satisfaction ratings by resolving difficult customer issues through completion.
  • Used multiple resources and tools for evaluating and presenting solutions.
  • Provided advanced support for projects with strong documentation, reporting and customer service skills.
  • Oversaw daily functions to enhance business operations.
  • Identified needs of customers promptly and efficiently.
  • Enforced company policies, answered coworkers' questions and trained new personnel.
  • Identified operational and performance issues and worked with managers to resolve concerns.
  • Served as liaison between certain departments to implement new improvement plans and changes.
  • Monitored Jail Management System processes to understand Tyler Technology procedures.
1996 to 2006 Sheriff Processing Supervisor/Detention Technician Dekalb County Sheriff Office | City, STATE,
  • Monitored daily activities to identify and manage suspicious behavior, improper conduct and signs of conflict.
  • Monitored inmate behavior to prevent crime, escape attempts and other dangerous activities.
  • Informed inmates and visitors of rules, safety and security procedures and responsibilities.
  • Processed inmate intake and re-assignment by completing paperwork and imputing data into the jail management system
  • Monitored production execution with established priorities to achieve optimal results.
  • Reviewed nonconforming products with QA managers to meet daily production schedules.
  • Scheduled preventive maintenance to maintain integrity of processing equipment.
  • Performed minor equipment repairs to keep jobs on task and notified maintenance department of major machinery failures.
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Provided excellent customer service by responding to phone, email and online requests, questions and complaints.
  • Assisted supervisors with troubleshooting and technical support tasks.
Education and Training
Expected in | Fort Valley State University, Fort Valley, GA GPA:
  • Consistently maintained high customer satisfaction ratings.

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School Attended

  • Fort Valley State University

Job Titles Held:

  • Subject Matter Expert/IS Specialist-Odyssey Training Coordinator
  • Sheriff's Processing Technician, Sr
  • Sheriff Processing Supervisor/Detention Technician


  • Some College (No Degree)

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