Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - -

Seeking a position within a health care information technology environment where I can offer my strong technical and clinical application experience in supporting physicians, nurses and other health care stakeholders with their information technology needs. I am well vested in most health care clinical application support and have experience with Siemens Invision platforms, EMR, PACs radiology application, Sunquest Lab, Siemens Pharmacy/MAK, and hospital system interfaces. I have certifications such as MCSE, MCSA, MCP, A+ and Net+ and have experience with all Microsoft Windows operating systems and products. I possess the ability to learn and apply new technologies quickly and effectively, I am self-motivated and results oriented, I also possess strong time management, quantitative and qualitative analytical skills. I am hardworking, detailed-oriented and able to multi-task. I am equally successful in a team and self-directed environments. I would like to utilize my talents, experience, education and certifications in order to make a positive difference in a company's business relating to the field of Information Technology.



05/2011 to Current
System Analyst Galaxy Solutions Nashville, TN,

•Provides Information Services support for computer systems, applications, and equipment to users across the enterprise.

•Interacts with all levels of health system employees.

•Diagnoses and resolves system and connectivity problems using standard IS tools and procedures.

•Provides support for Operations personnel, including system backup, report generation and troubleshooting.

•Provides escalation support for issue resolution.

•Creates and updates requests in event management system.

•Evaluates user requests and recommends standard hardware and software solutions.

•Accurately validates and creates system access requests

•Siemens Invision platform.

•Familiarity with Siemens OAS Gold, Netaccess and CPOE.

•Experience and comfortable with instructing and communicating with physicians and health care providers.

•Troubleshoots end user complaints and problems submitted via ticketing system for both internal and external clinicians.

•Provides telephone, face-to-face and online application support to internal and external customers (through remote desktop and NTR).

•Communicates updates, status, and completion information to manager and end users, through company in-house application, voice mail, e-mail, or in-person contact.

•Account set up (Secure Citrix Token, Invision, Netaccess, Active Directory etc.) for new healthcare providers and other users.

•Instructs users in use of clinical applications.

•Downloads and installs appropriate drivers and software utilities for clinical apps.

•Connects users to networks and provides initial training in facilities and applications.

•Work with the customer to identify, prioritize, and schedule enhancements and problem resolution.

•Logged, monitored, documented and resolved application problems either directly or with the assistance of other departments, application staff or the vendors.

•Ensures effective support of clinical applications through effective Customer Service clinical ticketing tools.

•Escalates appropriately; application problems and issues to key stakeholders, including management, development teams, end users and unit leaders.

•Experience in multi hospital environment.

•Understand physician and nursing workflow.

•Technical support and end user education.

•Suggested new functionality through interaction with end users to the vendor and application development team.

•Responsible for the enhancement, daily support and maintenance of Microsoft office suite and Clinical Applications.

•Testing and fixing of dysfunctional aspects of the system.

•Desktop, Printer, Hardware, etc. support.

•Trained new employees and explained protocols clearly and efficiently.

•Provided first and second level IT support to company personnel.

•Resolved customer complaints and concerns with strong verbal and negotiation skills.

•Displayed courtesy and strong interpersonal skills with all customer interactions.

•Maintained composure and patience in face of difficult customer situations.

•Researched issues on various computer systems and databases to resolve complaints and answer inquiries.

•Referred difficult issues to upper management while maintaining positive rapport with customer.

•Informed customers about issue resolution progress.

•Supported customers having data connectivity issues.

•Mentored other analysts.

•Responded to customer service emails in a timely and effective manner.

•Handled a large volume of phone calls, chat and emails.

•Devised workarounds for problems.

•Researched, documented and escalated cases to higher levels of support according to internal procedures.

•Created new accounts, reset passwords and configured access for users.

•Troubleshot hardware issues and worked with service providers to facilitate repairs.

•Developed documentation for common processes for both support staff and end-users.

•Assisted in process refinement to improve customer service and support.

07/2004 to 05/2011
Field Service Engineer General Motors Bowling Green, KY,

•On-site post-sale installation, maintenance, and repair of company products and systems of moderate complexity, including hardware, software, and networking products.

•Advising customers on preventative maintenance procedures.

•Using diagnostic tools, service aids, and product schematics to assess and resolve equipment and system failures.

•Maintaining current technical knowledge, certifications, and expertise on all product enhancements, technology changes, and new product introductions.

•Maintained records, logs and the lifecycle of work requests.

•Resolved customer complaints and concerns with strong verbal and negotiation skills.

•Displayed courtesy and strong interpersonal skills with all customer interactions.

•Maintained composure and patience in face of difficult customer situations.

•Informed customers about issue resolution progress.

•Assisted with lead generation.

•Mentored other engineers.

•Devised workarounds for problems.

09/1998 to 07/2004
Customer Solutions Specialist Alloy New York, NY,

•Selling computers and related home office equipment to retail customers.

06/1996 to 09/1998
Store Clerk Mhc Equity Lifestyle Properties Fall City, WA,

•Food service and customer service.

Expected in 2015
Bachelor of Science: Information Science and Technology
Pennsylvania State University - Media, PA

Expected in 2001
Associate of Arts: Education
Delaware County Community College - Media, PA
Expected in 1998
High School Diploma: Electronics and Computer Repair
Delaware County Technical High School - Media, PA
Expected in 1998
High School Diploma:
Ridley High School - Folsom, PA

A plus

Net plus



MCSE on Windows Server 2003


•Exemplary analytical/problem solving, writing, organizational, communication, telephone, customer service and interpersonal skills.

•Experience with and knowledge of Microsoft Active Directory.

•Working knowledge of Microsoft products to include Office and Windows XP/Windows 7.

•Working knowledge of PC, printer, network, and operating system concepts.

•Accurate data entry skills.


•Application Development

•Application Support

•Problem Resolution

•Technical Support

•Siemens Invision, Netaccess, OAS Gold, SMS Health Conx, SMSNET, Radiology, Pharmacy and MAK

•Sunquest Lab and Medic

•GE Centricity/EMR

•DR Systems PACS, Powerscribe and RIS

•Secure Citrix


•Remote Access, RDP, Proxy, SCCM and NTR Support

•Open Link and Cloverleaf Interfaces

•Virus Removal

•Software Updates and Installation

•Hardware setup, configuration and troubleshooting

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School Attended

  • Pennsylvania State University
  • Delaware County Community College
  • Delaware County Technical High School
  • Ridley High School

Job Titles Held:

  • System Analyst
  • Field Service Engineer
  • Customer Solutions Specialist
  • Store Clerk


  • Bachelor of Science
  • Associate of Arts
  • High School Diploma
  • High School Diploma

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