Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - -
Career Summary

Detail-oriented Computer Technician qualified to upgrade networks, software and hardware. Enthusiastic professional with background initiating malware protection and promoting cybersecurity policies. Exceptional skills in Windows and SQL Server applications. Committed to providing superior service and client communication.

  • Windows OS, Carbon Black
  • LogMeIn, VMWare, Bomgar, VPN (Forticlient)
  • UMS, SotiMobi
  • Outlook Microsoft Exchange
  • Active Directory
  • Softphone 3CX, Mitel, Rightfax
  • Project management
  • ServiceNow, Manage Engine
  • Samsung and Apple products
  • Google Services
Work History
12/2018 to 04/2020
Support Desk Technician II Sprouts Farmers Market San Clemente, CA,
  • Provide Tier II IT support and training to new and legacy end-users, hardware and software through multiple company mergers.
  • Provide on-call support for critical outage issues related to Exchange and VMWare
  • Create support documentation in ServiceNow and Manage Engine that enabled end user to leverage system features and find resolutions to questions
  • Grant Active Directory permissions and configured thin clients, mobile devices, software and set up work stations for new employees as a part of the onboarding process
  • Remote accessed thin clients, thick clients, laptops, phones and tablets, installed, configured, updated and troubleshot software
  • Configured hardware, devices and software to set up work stations for employees.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
02/2009 to 12/2018
Licensed Insurance Specialist Franklin Wireless San Diego, CA,

· Used ticketing systems to manage and process actions taken

· Followed up on denials, late payments, extensions and other special circumstances.

· Coordinate with contracting department to resolve payer issues.

· Communicate effectively with staff, including members of operations, finance and clinical departments.

· Resolve discrepancies in insurance payments by collaborating with carriers.

· Handle routine and complex policy holders inquiries, regarding signature authorization, benefits, claims, and general assistance.

· Execute quality customer service by providing fast responsiveness, reliability, assurance, and professionalism

· Deliver IT technical support for customers

· Utilize problem resolution and negotiating skills to deescalate any irate customers.

· Meet key performance indicator goals by 100% through obtaining 5:1 enrollment rejection ratio

· Receive 95% or above average Quality Assurance approval during auditing.

01/2007 to 01/2008
Customer Service Technical Support Cass Information Systems, Inc Wellington, KS,
  • Researched, troubleshot and resolved complex problems independently with a variety of diagnostic tools
  • Recommended new plans and devices to customers, resulting in add-on business
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Leveraged sales expertise to promote products and service and capitalize on upsell opportunities.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
01/2006 to 01/2007
Portal Administrator Advogent City, STATE,

· Develop portal layouts and maintain functionality of sites.

· Supervise content for pages and provide assistance to personnel and external organizations.

· Integrate new technology system into portal and coordinate with web administrator.

· Maintain status for portal projects and assist to resolve all issues for new and existing channels and automate all processes.

· Perform tests on configuration and upgrade processes and achieve ITS objectives and maintain knowledge on new technology for all portal environment.

· Determine long term objectives for site and recommend enhancements to all content according to guideline.

· Maintain an efficient portal documentation system and assist in installation of Web Center Interaction systems.

· Analyze system upgrades and applications and ensure compliance to all program requirements and design solutions for new portal and assist to resolve production issues.

· Monitor and analyze system metrics and maintain optimal performance for portals.

· Coordinate with administrators to implement operational activities and determine web server configurations.

· Manage and configure custom portal applications.

· Provide support to business operations and ensure optimization of profits.

Expected in 2013
Associate of Arts: General Studies
Central Piedmont Community College - Central Campus - Charlotte, NC,

Creating IT Futures - CompTIA A+

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Resume Overview

School Attended

  • Central Piedmont Community College - Central Campus

Job Titles Held:

  • Support Desk Technician II
  • Licensed Insurance Specialist
  • Customer Service Technical Support
  • Portal Administrator


  • Associate of Arts

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