Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

Creative and energetic Technical Support Specialist with over 10+ years’ experience working with end-users in a client/server environment. Provide maintaining, analyzing, troubleshooting, and resolving hardware and software issues to end users. Preparing workstation for the end user doing installing hardware and software. Strong interest in working and learning new computer technologies.

  • Analytical and Methodical
  • Attention to Detail
  • Issue and Resolution Tracking
  • Customer Service
  • Organizational Skills
  • Documentation Development
  • Technical Troubleshooting
  • Tracking and Documentation
  • Multitasking and Prioritization
  • Interpersonal Skills
  • Resolving Problems and Incidents
  • Help Desk Support
  • Defect Analysis and Resolution
  • Hardware and Software Configuration
  • Problem Solving
11/2021 to Current Tier 2 Technical Support Specialist Department Of Agriculture | Fort Smith, AR,
  • Provide support of Desktops, Laptops, Tablets, Cellphones, Network Printers, MS Office, Adobe, Active Directory, AirWatch, etc to end users in a client/server environment.
  • Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
  • Set up and configured new desktop systems, laptops, and cellphones for department employees and install required software and server permissions.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Monitored service orders to completion and closed service tickets.
  • Consulted via telephone to understand user problems, and ask questions to locate root causes and fix hardware, software and printer problems.
  • Troubleshoots Adobe, Outlook, Word and etc application issues and resolve them.
  • Using electronic information systems used by the agency, to work on the incidents and do inventory of the department items.
11/2019 to 11/2021 Information Technology Specialist Department Of Agriculture | Gasquet, CA,
  • Created new accounts, reset passwords and configured access to servers and file management software for users.
  • Provides hardware, software and printer support to end users in a client/server environment.
  • Troubleshot hardware and network issues and worked with service providers to facilitate repairs for end users.
  • Imaging computer systems and Installs, configures and sets up Laptops, Tablets, Desktops and cellphones;
  • Installs required software from the users and troubleshooting issue with Windows, MS Office, Adobe, Beans, ArcGIS, and etc.
  • Kept software systems current with latest patches and current licenses.
  • Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
  • Provided on-site/remotely technical support as identify and fix hardware and software issues.
  • Managed IT setup and service requests for hardware, Windows, MS Office, Adobe issues for local and remote users.
  • Documented and updated case notes for each customer and work order.
  • Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
04/2012 to 03/2013 Information Technology Specialist Entegra LTD | City, STATE,
  • Installs, configures, and troubleshooting of computer systems, printers, and phones;
  • Installs required software for the users. Kept hardware and software systems current with latest patches and current licenses.
  • Provided on-site and remote troubleshooting application, identify and correct users computer systems issue - laptop, desktop, tablet, phones and printers.
  • Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
10/2004 to 04/2012 Tier 2 Technical Support Specialist NIELA LTD | City, STATE,
  • Documented problems and solutions to train lower-level support on how to address customer technical issues.
  • Mastered new products, developed advanced technical knowledge and applied new skills in fast-paced environment.
  • Demonstrated technical skills in systems management, security, service management, applications and networking and solved complex problems according to established procedures and industry best practices.
  • Used remote control and assistance tools expertly to support non-local customers.
  • Investigated reported issues, coordinated with internal teams and devised strategies for responding to customers.
  • Managed active directory user accounts to restrict access to sensitive information.
  • Installed, configured and set up PCs in stores for optimal operation and reporting.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Supported employees with advanced troubleshooting on helpdesk tickets.
  • Assisted in technical support process refinement to improve customer service and support.
  • Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
  • Updated and reconfigured existing and new computers with current software and operating systems.
  • Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access.
  • Maintained inventory of IT supplies by checking and documenting levels regularly.
  • Responded to support tickets within established timeframe to improve customer service.
Education and Training
Expected in 1999 Master | Computer Science University of Ruse , Bulgaria, GPA:
Expected in Certificate of Proficiency: | Network Engineering Technology Mercer County Community College, Trenton, NJ GPA:

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  • Mercer County Community College

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