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

Experienced Technical Trainer with a data warehousing and support background, effective at creating and delivering virtual instruction, cultivating positive environments, developing training strategies and motivating others to reach their optimal potential.


Instructional Design:

  • Course material creation and learning strategies
  • Industry best practices
  • Authoring: Lectora, Camtasia, SnagIt, Blade, Captivate, PowToon.
  • LMS/Training Deliverr: Saba, SuccessFactors, WebEx Training Center

Soft Skills:

  • Exceptional project and workload management skills.
  • Strong leadership and people management skills effective at bridging gaps and empowering growth.
  • Meticulous, results-oriented with strong problem-solving aptitude.
  • Exceptional communicator and collaborator


  • OS: Windows, Linux, UNIX, MAC, C, C++, Java,
  • SQL, Data Warehousing, Relational databases,
  • ServiceNow, JIRA


  • Teradata Vantage and server administration
  • Advanced SQL Engine architecture
  • Teradata file-system, recovery, crashdump,
  • Viewpoint, AppCenter, Load/Unload utilities, Client Tools and Utilities
Work History
Technical Training Consultant, 06/2018 - Current
Motorola Solutions Kansas, IL,
  • Facilitate and produce virtual instructor-led training classes to internal and external audiences in multiple countries.
  • Cultivate customized SQL curriculum and course content to address organizational training mandates.
  • Develop and deliver SQL and database training programs for consulting and sales enablement operations based on SAM and ADDIE methodologies against business objectives.
  • Collaborate with Program Managers to identify key areas necessitating training based on software and equipment design.
  • Update training coursework and requirements according to software release and technology changes to increase consumption.
  • Contribute to a high performing learning environment through dedication to continuous improvement in learning tools, culture and infrastructure and to maintain high NPS.
Product Support Manager, 01/2017 - 06/2018
Home Depot Brea, CA,
  • Deployed scrum framework to optimize fault reporting for common problem types.
  • Lead cross-functional collaboration to improve online customer interface for support incidents.
  • Consulted with product development teams to enhance products based on customer data.
  • Cultivated a high performing environment through effective recruiting, retention and talent management.
  • Invested in a HIPO organization through bi-weekly team and 1x1 meetings with associates across three regions.
  • Promoted cross functional training where possible and recognized high performing associates; resulting in seven departmental and three company-wide performance awards for associates in one calendar year.
  • Drove velocity towards improving customer incident update, resolution and knowledge centered practices resulting in 92% incidents updated within contract guidelines and 100% knowledge quality indicator for articles created.
  • Optimized service delivery through effective collaboration with cross-departmental teams and vendors.
  • Participated in close-loop corrective discussions for critical issues.
  • Established a successful 3-month on-boarding program for new hires that resulted in 98% new associates being high performing independent contributors within 3 months of hire.
Technical Team Lead, 09/2013 - 01/2017
Bright Horizons Family Solutons Quincy, MA,
  • Analyzed and resolved complex database problems for database end-users, including query performance, file-system and database recovery problems.
  • Assisted with hiring of qualified technical support staff.
  • Mentored and trained junior associates in database support techniques, procedures and protocols to maximize effectiveness.
  • Audited team performance and compliance through periodic backlog reviews to meet performance requirements.
  • Created and maintained technical training documents.
  • Distributed incident workload to team members and monitored progress against service-contract timelines.
  • Took on additional job duties, including critical customer handling and resource scheduling during unexpected backlog, resulting in quicker return-to-service for customers.
Solution Engineer, 02/2009 - 09/2013
Nice Systems Chicago, IL,
  • Analyzed and resolved support requests related to Teradata database, including areas such as query and system performance and database recovery problems.
  • Mentored and trained new associates in core database areas.
  • Redesigned incident escalation process to optimize incident handling and escalation to next support level.
  • Reviewed and voted on support ability of new database features.
  • Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
Bachelor of Science: Computer Science, Expected in 05/2004
Benedict College - Columbia, SC
  • Graduated summa cum laude in Top 1% of Class [4.0 GPA]

· 2020 ATD Certified Virtual Training Facilitator

· 2015 Teradata CS Excellence Award for Service Excellence

· 2011 Teradata CS Excellence Award for Service Excellence

· Teradata Certified Professional

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School Attended

  • Benedict College

Job Titles Held:

  • Technical Training Consultant
  • Product Support Manager
  • Technical Team Lead
  • Solution Engineer


  • Bachelor of Science

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