Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - - -
Highly experienced in technical account management and IT support with higher education in engineering.Five years of project management experience in software implementation and Email exchange server launches and maintenance with a demonstrated track record of successfully managing small to large projects from start to finish.
  • Consumer software specialist.
  • Enterprise platforms.
  • Windows, OSX, and Linux experience.
  • Proficient with TCP/IP networking.
  • DHCP AND DNS configuration.
  • Experienced with Windows Server.
  • Knowledgable in XML and HTML.
  • Adept with VMWare.
  • Experienced With Active Directory.
  • Data Organization.
Reduced the incidence of IT issues by 22% for a local help desk by leading a 2 step resolution program that ensured success among new and tenured employees.
Directed projects for previous employers with long term success, each project had more than 100 users.
Spearheaded a company-wide innovation initiative resulting in company wide software changes and security upgrades that are still in place.
04/2014 to 2016
Tier 3 Help Desk Leidos Fresno, CA,
  • Resolve any technical or billing issues that a customer would have.
  • Updated customer information to keep accounts notated.
  • Enforced Microsoft user policies if they were broken.
  • Created and controlled user security and access for employees and vendors.
  • Troubleshooting configuration database administration and repair for server & network infrastructure.
  • Deploy solutions to new problems.
  • Resolved hardware and software issues for in house and external vendors. 
  • Collaborated with the global team to resolve IT support cases.
  • Maintained in-depth knowledge of distribution platform guidelines and capabilities to guide internal development.
  • Leveraged in-depth understanding of end-to-end customer experience to identify pain points and latent customer needs.
  • Setup and maintained secure exchange servers.
  • Setup and maintained virtual machines for training.
  • Repaired any active directory or registry errors.
  • Did any in-house hardware upgrades and exchanges.
  • Supported Windows XP, Windows 7, and Windows 8.
  • Managed all certificates for vpn access
  • Setup and maintained private and consumer vpn networks.
  • I was responsible for a majority of the remote login and screen sharing task.
07/2013 to 02/2014
Installation Technician Simplenexus Lehi, UT,
  • Set up and install equipment such as microphones, sound speakers, video screens, projectors, video monitors, recording equipment, connecting wires and cables, sound and mixing boards for events and functions such as concerts, sports events, meetings and conventions, presentations, and news conferences.
  • Set up and operate sound equipment.
  • Set up and operate spotlights.
  • Confer with meeting or concert director to establish cues and directions. Create and install custom lighting and camera systems.  
  • Monitor sound feeds to ensure quality.
  • Ensure equipment is installed according to designated layout.
  • Test and resolve equipment issues.
  • Diagnose and correct media system problems.
  • Mix sound inputs and feeds.
  • Coordinate audio feeds with television images.
  • Send in equipment for repairs as needed.
  • Switch video input sources from one camera to another.
  • Discuss assignments.
  • Determine filming sequences and camera movements.
  • Clean audio and video equipment and store properly.
  • Ensure equipment the safe transfer and shipment of equipment. 
2011 to 06/2013
Apple Care Tech Support Apple City, STATE,
  • Assisted employees with escalated hardware and software problems.
  • Diagnosed and issued repairs for any issues with defects or systems what were not able to be resolved remotley.
  • Documented and fixed emerging bugs and software complications.
  • Followed up on repairs and replacements for residential and business customers.
  • Handled high volume of call flow during peak times of the year.
  • Creativley assisted customers with new ways of explaining details and troubleshooting.
  • Proactively introduced customers to new products that would fit their need.

2009 to 11/2011
Tier 2 Technical Support AT&T City, STATE,
  • Maintained client confidence and protects operations by keeping information confidential.
  • Provided support for customers with hardware and software based issues with PC's, MAC's, and smartphones.
  • Analyzed key metrics to measure product effectiveness. 
  • Ran focus groups, surveys and experiments with real users in collaboration with the enterprise server team.
  • Setup and maintained user exchange servers.
  • Worked closely with QA to develop use cases, review test cases and track feature bugs.
  • Troubleshot and resolved internet connectivity and general software and hardware issues.
  • Repaired user end network issues with ip addresses and DNS errors.
Expected in 2009
Associate of Science: Computer Science
Seminole State - Lake Mary, FL
3.2 GPA
Expected in 2011
Bachelor of Science: Computer Engineering
University Of Central Florida - Orlando, FL
3.1 GPA

  • Exceptional listener and communicator.
  • Positive Attitude.
  • Proficient Troubleshooter.
  • Quality Focused.

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School Attended

  • Seminole State
  • University Of Central Florida

Job Titles Held:

  • Tier 3 Help Desk
  • Installation Technician
  • Apple Care Tech Support
  • Tier 2 Technical Support


  • Associate of Science
  • Bachelor of Science

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