Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - - -
Technical support professional with extensive IT background. Enjoys troubleshooting to find solutions to technical issues.
  • Windows Server 2008 - 2012
  • Active Directory
  • Hardware & Software Installation and troubleshooting
  • Microsoft Windows XP, 7,8 and 10
  • Word & Excel
  • Data backup and recovery systems
  • Preventative maintenance expert
  • Mainframe IBM ES9000, AS/400, VTAM, ICCF
  • TSO, MVS
  • VMware & Virtual Box
  • Cisco 1841, 2600 
  • MOVEit File Transfer
03/2017 to Current
Windows 10 Migration Technician World Travel Holdings, Inc. Wilmington, MA,
  • Provide first and second-level support for the upgrade to Windows 10
  • Participate in device collection, configuration, and upgrade of client endpoint devices
  • Ensure all steps for a successful upgrade of multiple laptops on a daily basis
  • Work with each client to ensure checklist items are completed and that the laptops are issue-free
  • Responsible for receipt, configuration, and delivery of new equipment, where applicable
  • Perform move/add/changes in local office; perform asset disposal process and liaise with vendor to schedule pick-ups.
2017 to 03/2017
Help Desk Analyst Harrington Raceway & Casino Harrington, DE,
  • Level II support to over XXX0 end users by creating service request in the Heat Help-desk Ticketing System and assigning task support team for resolution.
  • Provide Active Directory password resets for clients.
  • Assist end users with setting up their business email configuration on personal IPhone or Android smartphone.
  • Also help clients with PC/MAC hardware and software problems.
  • Set up PC and Apple desktops and laptops and all types of mobile devices.
  • Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
06/2016 to Current
Computer Operator Amazon.Com, Inc. Colorado Springs, CO,
  • Worked with large-scale IBM Mainframe system, running jobs and administrating tape operations.
  • Query system for outstanding mounts and/or print jobs and other latent information and provide interpretation and resolution as appropriate.
  • Recognize minor to moderate hardware malfunctions and be able to resolve most problems under direction/supervision of lead personnel.
  • Understand and utilize tape library and/or print tools to assist with basic computer operator functions.
  • Escalate to the assigned client representative and Pomeroy Manager any documentation, process or procedure discrepancies and follow-up until resolved.
06/2007 to 06/2015
System Support Engineer RR DONNELLEY City, STATE,
  • Monitored and supported 200+ servers and applications.
  • Resolved end user problems by troubleshooting Servers, Applications, Network Connectivity and locations of files due to Networking issues.
  • Extensive use of VMware and Virtual Box Supported print jobs by working with SPDE, Iconvert, Solfusion, Rubica, SOLsearcher.
  • Examine space on servers before nightly jobs started, did clean up as needed.
  • Fixed issues that users had with missing files and applications not working properly.
  • Implemented and oversaw daily automation jobs.
  • Troubleshot and maintained all networking devices and infrastructure across the enterprise including switches, routers and firewalls.
  • Communicated with vendors to resolve network outages and periods of reduced performance.
  • Monitored system logs for all company computers and devices to maximize uptime.
  • Implemented and maintained firewalls, series switches and security appliances.
  • Diagnosed and troubleshooted UNIX and Windows processing problems and applied solutions to increase company efficiency.
  • Ensured network, system and data availability and integrity through preventative maintenance and upgrades.
  • Provided documentation on start-up, shut down and first level troubleshooting of processes to help desk staff.
  • Developed and implemented complex Internet and Intranet applications on multiple platforms.
Education and Training
Expected in 2016
Associate of Science: Network Engineering Internetwork Engineering
PC AGE Career Institute - Iselin, NJ
Network Engineering Internetwork Engineering
  • CompTIA A+ Certified Technician

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  • Windows 10 Migration Technician
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