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

Technical Support Representative

Skilled at:

  • Resolving complex network/computer and customer service issues.
  • Critical thinker who addresses and resolves client issues quickly
  • Consistently exceeds performance standards.
  • Effectively identifies problems using advanced troubleshooting skills.

Vast knowledge of:

  • Business related software/hardware
  • Networking
  • Web applications
  • Mobile communications

Seeking to assist clients in all troubleshooting endeavors.

  • Information Technology
  • Database servers
  • Information security
  • Strong analytical skills
  • Call Center
  • Customer Service
  • Accounting/Bookkeeping
  • Mobile devices
  • Troubleshooting proficiency AVG, Printers,
  • PC Security systems
  • Technical Documentation
  • Microsoft Windows /NT
  • Microsoft Office
  • Open Office Suite
  • Control Max
  • BlockWorks
  • Connect
  • Bomgar
  • Dovetail
  • Zimbra
  • Google Chrome
  • Cisco
Expected in
: Computer Science
Macomb Community College - Utica, MI

Studies in Computer Science and Michigan Real Estate.

  • Certificates and Licenses
  • Tanning Certification through the American Tanning Institute.
  • Michigan Real Estate course completion through Kaplan
  • Analyzed hardware/software failures and resolved technical issues with a 85% success rate.
  • Top agent in department for consistently receiving positive customer satisfaction surveys
  • Met all Empathy, Professionalism,Troubleshooting and documentation metrics for entire year at 100%
  • Resolved clients network LAN/WAN hardware including router and wireless networking equipment.
  • Resolved Network security issues
  • Team Collaboration for multiple projects and assisting in roll out of new business related software
  • Server migration team that upgraded 11,000 offices
  • Supporting and training of employees with new business related software
  • Multiple rewards for work performance.
08/2013 to 07/2015
Technical Support Specialist Barry-Wehmiller Raleigh, NC,
  • Provide base level IT support to company personnel.
  • Troubleshooting, analyzing, resolving and tracking various technical problems related to network and personal computers.
  • Providing password resets and synchronization.
  • Complete hardware and software installation including server migrations
  • 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 to resolve complaints and answer inquiries.
  • Assisted customers with technical issues via email, live chat and telephone.
  • Researched, resolved and followed up on customer issues.
  • Researched, documented and escalated cases to higher levels of support according to internal procedures.
  • Create new accounts, reset passwords and configured access for users.
  • Training clients in I-Phone mobile applications and business related software
2007 to 07/2013
Entertainment Director Grand Casino Hinckley, MN,
  • Bookkeeping, scheduling, advertising
  • Setup at multiple establishments.
  • Diagnosing and repairing of equipment.
  • Hosting public and private events.
03/1997 to 11/2010
Owner/Operator Lineage Logistics Sioux Falls, SD,
  • Procurement of new accounts.
  • Repairing and maintaining equipment and vehicles.
  • Maintaining customer accounts.
  • Bookkeeping and billing of clients
11/2001 to 11/2007
Owner/Operator Lineage Logistics Charlotte, NC,
  • Renovation of business.
  • Installing tanning beds, computer/monitoring hardware and software
  • Customer service, sales, bookkeeping, scheduling and training of employees.
  • Marketing of business including sales and promotions

Technical Support, Troubleshooting, Technical Documentation

Windows (2K, XP), Windows NT, MS-DOS, Microsoft Office Suite

Web/Database Servers, IT Infrastructure, Routers, W-LAN, Networks

Personal Computers, Email, Mobile Applications

Creative Problem Solving, Internet Research

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School Attended

  • Macomb Community College

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  • Entertainment Director
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