Marlon Smith

  • Houston, Texas Area, US

832-760-6347

Summary

Highly experienced, self supervised, personable and detail-oriented professional with expertise and demonstrated leadership in the areas of computer information systems, oil and gas, and customer service.

Work History

Work History
Apr 2013 - Present

Sava Senior Care
  • Provides technical and application support for all company software applications 
    • Supports end-users in the use of computer applications and execution of related business processes. 
    • Escalates inquiries and issues to appropriate team members or Supervisor when issues arise that are outside scope of responsibility. 
    • Collects information and creates trouble tickets for application-related and business process-related issues and improvement requests. 
    • Acknowledges and responds to callers in a courteous and professional manner. Follows established procedures in handling calls and responding to requests. Completes inquiry-related documentation, as required. 
    • Receives and responds to inquiries from facility and all corporate employees using the telephone and automated voice mail system and may handle written inquiries received through electronic mail.
    • Works with end-users to maximize the use and benefit of computer-based applications. Encourages and enforces the standard use of applications and business processes. 
    • Develops application support aids such as Frequently Asked Questions, user’s guides and quick reference guides to improve end-user’s efficiency and effectiveness in the use of computer applications and business processes. 
    • Performs other duties as assigned.
Jan 2013 - Apr 2013

Global Network Support Analyst

JP Morgan Chase
  • Monitored, processed and escalated incident alerts from global JPMC Servers, Network devices and SAN boxes using IBM Netcool WebTop monitoring tool
    • Provided software, application and infrastructure support to different clients of JPMC
    • Performed advance troubleshooting to resolve complex network issues with L2/L3 Connectivity between branch networks to Core network
    • Handling service requests for intranet and extranet VPNs over MPLS backbone. Checking the connectivity between different locations
    • Customer service; take ownership and manage all support cases via ticketing systems, provide regular updates to end users/requesters and close tickets within agreed timescales
    • Provided quick L2 troubleshooting to EMC SAN boxes alerts to meet SLA requirement
    • Consolidated level-1 event management across all technology disciplines, (network – ATM/Branch/bandwidth utilization, storage, server)
Dec 2010 - Dec 2012

Sky Blu Pools

• Build and repair desktops and laptops including loading proper software and applications
• Migrate from XP to Windows 7
• Interact with network services, software systems engineering, and applications development to restore service and identify and correct core problem. 
• Works with vendor support contacts to resolve technical problems with desktop 
computing equipment and software 
• Problem escalation, network management reports and trend analysis
• Performed multi-task , having outstanding analytical abilities in fast pace environment

Aug 2008 - Apr 2009

MECO
  • • Select the proper speeds and feeds for cutting metal
    • Setup and operation of numerically controlled machine tools
    • Setup and operation of machine tools such as, the lathe, grinder, milling machine, and drill press; also broaches, boring mills, and planers
    • Read diagrams and schematic
    • Pressure test and data entry
  • The hardening and tempering of steel

Education

Education
Dec 2010 - Dec 2014

Bachelor of Applied Science

ITT Technical Institute