Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

Multi-faceted engineer with close to 10 years of technical experience in the IT industry. I am passionate about solving problems and learning new things. Eager to contribute to a team's success through hard work, attention to detail, and excellent communication skills. Looking for growth opportunities in the field.

  • Systems Engineering
  • DevOps principles
  • Problem resolution on an enterprise level
  • Performance Optimization
  • Troubleshooting technical issues
  • Scripting skills (Bash, Python)
  • Application support
  • Process improvement
  • Highly adaptable
  • Excellent Communication
  • Collaboration
Work History
Support Engineer, 08/2020 - Current
Motion Recruitment Phoenix, AZ,
  • Resolved a diverse range of technical issues with web hosting, SSL certificates/encryption, and email across multiple systems and applications for end-users across all time zones (majority international clients), working closely via phone, email, live chat and web teleconference.
  • Performed root cause analysis and general troubleshooting using a variety of diagnostic tools and tactics.
  • Monitored Linux servers and input commands to troubleshoot areas such as web hosting (Apache and nginx) and email services
  • Conducted in-depth product and issue resolution research to address customer concerns.
  • Worked with clients to identify issues and explained solutions to restore service and functionality.
  • Assisted customers with product selection based on stated needs, proposed use and budget.
Associate DevOps Engineer, 02/2017 - 10/2020
Cmu Software Engineering Institute Pittsburgh, PA,
  • Responsible for troubleshooting and maintaining all internal deployment and CI/CD development tools: Apigee, Bamboo, Chef, Confluence, Consul, Crucible, Gitlab, Jenkins, Jira, Nexus repositories, Slack, SVN, Vault
  • Working knowledge of configuration management (Chef)
  • Assisted with architecture and implementation of new applications to improve internal development standards (Consul, Vault and Apigee)
  • Linux OS maintenance, patching, CVE resolution, and daily user administration for 400+ servers (CentOS/RHEL)
  • AWS administration
  • Log Analysis and Monitoring (ELK, Dynatrace, AppsManager, SolarWinds)
  • Wrote scripts for the automation of deployment tasks, pre-commit linting rules in Gitlab, and daily maintenance (user and server administration)
  • Assisted developers with troubleshooting and implementing API's and web services
  • Root cause analysis for system outages and/or application bugs
  • Responsible for website maintenance and implementation (writing irules for URL redirects, Apache configurations, etc)
  • Worked closely with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability and performance
  • Collaborated with other business analysts, development teams and infrastructure specialists to deliver high availability solutions for mission-critical applications
Technical Support Specialist, 06/2015 - 02/2017
Arca Chelmsford, MA,
  • Responsible for all tier 1 responsibilities, in addition to working in a supervisory role that involved training and day to day management of all other support specialists
  • Reviewed all tier 1 escalations for accuracy and thoroughness of troubleshooting, before escalating to tier 3 and 4 engineering teams
  • Responsible for creating and updating documentation for team processes and troubleshooting procedures (Confluence/Sharepoint)
  • Traveled occasionally as technical point of contact for hardware installations at remote locations (PC's, routers, switches)
  • Experience with AD administration (user privileges, groups, distros, MS Exchange, and file permissions)
Service Desk Specialist, 05/2013 - 06/2015
Lowell General Hospital City, State,
  • Fielded between 80-120 inbound phone calls daily, to deliver effective support and remotely resolve service issues for all 24 Hour Fitness employees (both club staff and corporate)
  • Engaged end-users and answered questions via email, phone, direct message, as well as walk-up's
  • Proficiency in Windows/Linux/Mac OS
  • Experience with Cisco routing and switching (troubleshooting port issues, configuring VLAN's and trunking multiple switches)
  • Removed malware, ransomware and other threats from laptops and desktop systems
  • Troubleshot various desktop applications (Microsoft products such as Excel/Outlook email, Oracle software, Peoplesoft, and other proprietary software)
  • Experience with VOIP solutions (end-user configurations via GUI as well as troubleshooting call issues)
  • Analog phone line troubleshooting (fax, emergency phone and burglar alarm issues)
  • Assisted with printer troubleshooting and settings configurations for end users
  • Experience with remote tools and software (RDP, Dameware)
  • Configured hardware, devices and software to set up work stations for employees
  • Explained technical information in clear terms to non-technical individuals to promote better understanding
  • Assisted customers in identifying issues and explained solutions to quickly restore service and functionality
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed
  • Submitted service tickets for equipment maintenance requests
  • Recorded and maintained relevant notes for each client and work order in Remedy ticketing system. Documented all support interactions for future reference, and was a consistent contributor to team knowledge base
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
  • Always demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions
  • Great interpersonal skills.
  • Excellent written and verbal communication.
Associate of Arts: Liberal Arts And General Studies, Expected in 2004
Palomar College - San Marcos, CA

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