She joined IBM in 2003 as a member of the Level 2 Support Team, during which time she was a member of the Lotus Domino Web Access Product Area Expert team. She moved to the WPLC Support Education team in 2006, where she creates training materials focused on supporting and troubleshooting new and existing products for the Level 2 Support Team. Jessica has a BS in Computer Science from the University of Massachusetts at Amherst.