Summary
Overview
Work History
Education
Skills
Certification
Activities
Timeline
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Jessica McClain

Jessica McClain

HERNANDO,MS

Summary

Results-driven graduate with a solid foundation in research and technical skills. Quick learner with a keen attention to detail. Demonstrates advanced capabilities in software and hardware applications, ready to deliver impactful solutions.

Overview

4
4
years of professional experience
1
1
Certification

Work History

IT Support/Customer Service Representative

OneSupport
Remote, MS
05.2025 - 09.2025
  • Took calls inbound/outbound for an Internet Service Company (ISP).
  • Troubleshot service issues by remotely sending circuit resets, clear MSAP, various service triggers, and factory resets.
  • Assisted customers with phone porting.
  • Escalated tickets to Tier 2 teams if the issue needed specialized attention.
  • Used CRM Salesforce software to log issues, escalate tickets, navigate billing, troubleshoot, cancel services, upgrade/downgrade customers, port phone numbers, and schedule repair visits.
  • Used Genesys softphone to make and receive calls and chats from customers.
  • Used Knowledge Based Lighthouse to research issues.
  • Used FedEx to send shipment information via email for returns.
  • Corresponded by email to customers reminders, updates, and necessary links for account and service guidance.

Service Desk Agent

City of Memphis
Memphis, TN
05.2023 - 06.2023
  • Assisted the organization with computer, printer, and communication issues.
  • Oversaw ticket requests for computer issues and applications from end users remotely over the phone.
  • Utilized platforms including UKG Dimensions, Oracle Fusion, Oracle EBS, OKTA, Active Directory, Service Now, Google Teams, Ivanti, MiCollab, and Virtual Machine.
  • Collaborated with the department administrator through daily meetings and planning sessions.

Contact Representative

Internal Revenue Service, IRS
Memphis, TN
06.2022 - 10.2022
  • Processed customer requests and ensured accurate data entry.
  • Utilized IRS systems to manage and track case progress effectively.
  • Maintained up-to-date knowledge of company policies and procedures.
  • Assisted taxpayers with inquiries regarding tax forms and filing procedures.

Logistics Associate

PFizer
Memphis, TN
02.2022 - 08.2022
  • Coordinated shipping and receiving schedules to ensure timely deliveries.
  • Maintained accurate inventory records using warehouse management systems.
  • Implemented safety protocols to maintain a secure work environment.
  • Collaborated with team members to optimize logistics workflows.
  • Utilized various software programs such as enterprise resource planning, warehouse management systems, and transportation management systems effectively.

Inventory Control Specialist

DHL (Yeti)
Memphis, TN
07.2021 - 01.2022
  • Managed inventory levels to optimize supply chain efficiency and reduce loss so the $2.2 million startup could run smoothly and timelessly, leading to a 16% sales increase from 2021-2022.
  • Used WMS systems to track inventory and enhance accuracy.
  • Trained and supervised staff of 10-15 employees on inventory management best practices.
  • Collaborated with cross-functional teams, i.e., quality assurance, LTL, damages, and pick/pack lines, to streamline operations and improve inventory workflow.
  • Performed regular stock audits to identify discrepancies and improve processes.
  • Identified significant mistakes and quickly resolved them to reduce workflow hesitations and halts.

Office Clerk

City of Memphis
Memphis, TN
05.2021 - 06.2021
  • Managed incoming and outgoing correspondence for efficient office operations.
  • Provided clerical support by entering data into computer systems accurately.
  • Provided administrative support such as typing documents, filing paperwork, photocopying, scanning documents, and faxing documents.
  • Used Oracle based software.

Education

Bachelor of Science - Business/Management

Christian Brothers University
Memphis, TN
05.2024

Associate of Science - Business Administration

Southwest Tennessee Community College (SWTCC)
Memphis, TN
05.2018

Skills

  • Customer relationship management
  • CRM software utilization
  • Technical assistance
  • Proactive problem-solving
  • Network troubleshooting
  • Salesforce CRM
  • Service desk operations
  • Effective communication
  • Active listening
  • Critical thinking
  • Hardware troubleshooting
  • Appointment scheduling
  • Hardware diagnostics

Certification

  • American Heart Association First Aid and CPR certified
  • National Weather Service Certified Storm Spotter

Activities

  • Phi Theta Kappa Honor Society (SWTCC), 2017 - 2018
  • Dean’s List (SWTCC), 2017
  • Magna Cum Laude (SWTCC), 2018

Timeline

IT Support/Customer Service Representative

OneSupport
05.2025 - 09.2025

Service Desk Agent

City of Memphis
05.2023 - 06.2023

Contact Representative

Internal Revenue Service, IRS
06.2022 - 10.2022

Logistics Associate

PFizer
02.2022 - 08.2022

Inventory Control Specialist

DHL (Yeti)
07.2021 - 01.2022

Office Clerk

City of Memphis
05.2021 - 06.2021

Bachelor of Science - Business/Management

Christian Brothers University

Associate of Science - Business Administration

Southwest Tennessee Community College (SWTCC)

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