James Marion

3800 County Road 94 Apt. 2303 Manvel, TX. 77578

jm94a978@westpost.net
phone: (281) 914-9003
Objective
Over five years of experience working in a help desk support environment. Creati
ve ability to solve unusual or difficult problems when logical methods have fail
ed. Demonstrated the ability to meet deadlines and set priorities to get system
s back online in a timely matter.
Skills
* Help Desk
* Technical Support
* Networking
* Server support
* Desktop support
* Service level agreements
* Training
* Imaging
Technical
* Microsoft Windows XP
* Windows 2000
* MS Office
* Breakfix
* Citrix Metaframe
* Tivoli
* TCP/IP
* PC
* Ethernet
* Multi-functional network devices
* Remedy
* Lotus Notes
Employment History
Spherion Houston, TX March 2008 - June 2010
IBM /Tier 3 Help Desk
* Provided world wide IT support for the Department of Defense Commissaries on a
24/7 basis.
* Maintained excellent working relationships with management and technicians.
* Remotely diagnosed (Data Entry Terminals, Registers, Self Checkouts and Server
s) using IBM Director Agent.
* Resolved complex and critical issues impacting DeCA uptime and transaction pro
cessing.
* Supported all back office Server Center applications (AccessVia, Vendor Price
Reduction and Electronic Shelf Labeler).
* Reset server passwords for Defense Commissary employees and Tier 2 help desk a
gents using Active Directory.
* Assisted technicians with software upgrades, reimaging and lan disk rebuilds.
* Supported networking concepts; TCP/IP; WINS; DHCP; DNS for configuring POS equ
ipment.
* Document trouble tickets using Citrix.
* Created knowledge base documents for Tier 1 and Tier 2 agents to help with tro
ubleshooting.
Spherion Houston, TX Dec 2007 - March 2008
IBM Depot Repair Facility
* Programmed, repaired and shipped POS equipment to all Defense Commissaries Age
ncies (DeCA).
* Programmed Motorola Pinpads, Symbol Wireless Hand Held Terminals, Self Checkou
t Pocket PC and Price Checkers and Air Fortress Secure Bridge Clients and Symbol
Client Bridge.
* Worked directly with Royston LLC on check stand issues at the Commissaries.
* Dispatched technicians to the Commissaries to troubleshoot POS systems and ins
tall parts.
* Research, resolve and respond to complex questions via telephone calls, escala
tions and severity tickets.
* Document trouble tickets using Tivloli.
* Performed Inventory once a week on parts shipped and stored within the departm
ent using Microsoft Exel.
* Provided training for new employees.
NCR/FLT Houston, TX June 2006 - May 2007
Customer Engineer
* Provided services that included hardware maintenance, installation, network ma
nagement, multi-vendor maintenance and software support on POS (Point of Sale) e
quipment at various locations within an assigned territory/region.
* Performed Tier 2/3 work which include large servers, mainframe computers, peri
pherals and large system printers.
* Responsible for ordering and installing parts to get POS systems, PC and serve
rs online in a timely matter.
* Used a Blackberry device to order parts, setup ETA, create and close tickets.
IBM Houston, TX November 2005 - June 2006
Deskside Support Representative
* Deployed NCR POS terminals, IBM POS terminals, hard drives, PC, printers, cred
it card systems, scanners, backup batteries, Cisco systems and receipt printers
at retail locations.
* Supported end users onsite with office application issues including but not li
mited to; MS Office (Word, Power Point, Excel, Access, Outlook and Lotus Notes).
* Contacted IBM help desk to verify communication w/servers, POS terminals and P
C workstations.
* Performed varying degrees of problem determination and resolution of desktop h
ardware and software problems.
* Disconnected old LAN cables and install new LAN cables
* Serviced clients onsite with data backup restore on certain accounts and confi
gurations as required in user specific situations.
* Follow prewritten scripts to accomplish client refreshes as necessary
* Responsible for resolving problems and performing IMAC within Service Level Ag
reement objectives (SLA), and completing all related administrative duties.
* Used a Blackberry device to provide an ETA and close tickets.
Manpower Professional Houston, TX Jan 2004 - Sept 2005
Exxon Mobil Technical Support Analyst
* Provided technical phone support for ExxonMobil (retailers, cashiers and distr
ibutors) on electronic and paper ticket card processing procedures including Tan
dem sales and processing data.
* Handled around 50 calls per day on different POS issue and back office problem
s.
* Assist with installs and software upgrades through the POS system at new and e
xisting locations.
* Program and troubleshoot POS registers (Gilbarco, IBM, Wayne Plus 3, Verifone
Omni 3300 and Ruby).
* Troubleshoot touch screens, pin pads, printers, pumps and speed pass issues.
* Troubleshoot dial-up networking protocols and satellite equipment.
* Research and resolve issues in cooperation with ExxonMobil implementations and
other technical support departments: Dresser Wayne, Gilbarco and Verifone.
* Used Lotus Notes to follow up on new hardware and software upgrades to the POS
systems.
* Communicated w/management, implementations and network issues using Lotus Note
s.
* Mentored new employees on troubleshooting hardware, software and documenting t
rouble tickets through tandem and remedy.
Education
* Bachelor of Arts in General Studies Indiana University
Certifications
* Dell Foundation Desktop 2007
* IBM (4690, 4693, 4694, 4800, Sure POS)
* IBM Self checkout POS systems
* NCR (7401, 7402, 7453, 7454, Real POS)
* NCR Fast lane systems (self checkout)