Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - - -
Professional Summary
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.

Skilled Tier 3, Product Ops Channel Support proficient in supporting hardware and software issues. Specializing in troubleshooting all phone brands. Over 3 years in IT support and troubleshooting.

Detail-oriented Tier 3, Product Ops Channel Support with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.

Results-oriented through emails and chats to Support Engineer with superior problem-solving and critical thinking skills, as well as meticulous attention to detail and methodical nature. Skilled in tackling problems in unique ways to develop innovative solutions. Consistently recognized by superiors and peers for knowledge and expertise.

Skilled Tier 3, Product Ops Channel Support with broad base of experience in technical support and operations. Resolves problems quickly, delivering high levels of customer satisfaction. Excellent knowledge.

  • Payment Collection
  • Patient Checkout Procedures
  • Spreadsheets
  • Billing Inquiries
  • Troubleshooting Technical Issues
  • Customer Complaint Resolution
  • Customer service expert
  • Customer Complaint Resolution
  • Customer service expert
  • Customer Complaint Resolution
  • Customer service expert
  • Basic
  • Billing
  • Hardware
  • Customer service
  • Customer support
  • Delivery
  • Fast
  • Policies
  • Research
  • Safety
  • Spreadsheets
  • Troubleshooting
  • Written communications
Work History
08/2016 to Current
Tier 3, Product Ops Channel Support Ochsner Health System Chalmette, LA,
  • Worked effectively with cross-functional design teams to create software solutions that elevated client side experience and significantly improved overall functionality and performance.
  • Collaborated with cross-functional development team members to analyze potential system solutions based on evolving client requirements.
  • Consulted with network engineering staff to evaluate hardware and software requirements for new system development.
  • Tested troubleshooting methods, devised innovative solutions, and documented resolutions for inclusion in knowledge base for support team use.
  • Increased sales by educating prospects on benefits of products and services in comparison to competitors.
  • Delivered technical sales presentations to prospects and presented benefits and value of products.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Worked closely with other business analysts, development teams and infrastructure specialists to deliver high availability solutions for mission-critical applications.
12/2016 to 07/2017
PATIENT CARE TECHNICIAN Lutron Electronics Austin, TX,
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
  • Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
  • Answered patient assistance calls, assessed needs and offered qualified support.
  • Documented observations and baseline measurements in medical records.
  • Provided care for patients based on physical, psychological, educational and safety criteria.
10/2015 to 12/2016
  • Configured hardware, devices and software to set up work stations for employees.
  • Used Jira ticketing systems to manage and process support actions and requests.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Conducted in-depth product and issue resolution research to address customer concerns.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
11/2015 to 08/2016
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Prepared variety of different written communications, reports and documents to ensure smooth operations.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Resolved problems, improved operations and provided exceptional service.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
Expected in 11/2020
Bachelor of Science: Information Technology
Metro State University - Denver, CO
Expected in 05/2019
Associate of Arts: General Studies
Community College Of Aurora - Aurora, CO
Licensed - Nurse Aide .

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School Attended

  • Metro State University
  • Community College Of Aurora

Job Titles Held:

  • Tier 3, Product Ops Channel Support


  • Bachelor of Science
  • Associate of Arts

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