Production Support Analyst
Resume:
JON MACHART
Arlington TX****1
********@*****.***
SUMMARY
I am a hardworking, self-motivated individual with the ability to learn on the fly and adapt quickly to change. In
addition, I am a resourceful and creative team player. My resume demonstrates suitability for IT support
positions, but I am willing to consider opportunities in related fields.
EDUCATION
Central Piedmont Community College 2009 - 2011 Charlotte NC
Studied Information technology with a focus on networking and web technology.
Edison Community College 2006 - 2007 Ft. Myers FL
Bill J. Priest Institute 1996 / 1997 Dallas TX
Certification: Industrial Technology
EXPERIENCE
NEC Corporation of America
Production Support Analyst III (Contractor) 9/2014 – 3/2015 Irving TX
I was responsible for my own time management. Priority 1 tickets were a key responsibility
including but not limited to, working on stores who’s servers were completely offline, orders not
processing, promotional items not ringing correctly, fuel price changing, the 7-11 mobile app not
functioning, hand held scanners and mobile ordering devices. These Priority 1 tickets were to be
completed within an hour of receipt. Responsibilities included resolution of a multitude of issues for
both Point Of Sale Applications via Citrix environment utilizing the following, Microsoft SQL Server,
Oracle SQL Developer, Tivoli Remote Control and Citrix Remote Control. Insertion of data and
updating data into stores live databases was done on a daily basis for over 8,800 stores.
Performed routine server maintenance and researched defects in the software and created known
issue reports and logged them in the PBI database for further research and provided workarounds
for each issue. Tickets were worked until completion by our department. I documented trending
issues with the point of sale software and prioritized them appropriately. Captured log files for
stores that were having undocumented issues with the software after verifying store history. Shared
findings with team members as issues arose to keep the department updated with the
latest findings. Managed daily ticket assignments and worked tickets from the main queue as well
as special projects assigned.
Pg.2
Cash America Pawn Int.
Technical Analyst II 9/2012 – 1/2014 Fort Worth TX
Supported two different point of sale applications including training on both a web based and a
AIX/UNIX based POS application. Supported all shop hardware including barcode scanners, check
scanners, label printers, laser printers and pc’s in addition to all software including Microsoft Office.
Supported and completed the troubleshooting process for all networking equipment in the stores
including patch panels, routers, switches, wireless backup and telephony devices. Assisted stores
with cash drawer balancing, safe balancing reporting issues. Tracked and recorded all calls in
ITSM Tivoli. Worked directly with programmers to track and record software functionality and
system errors. Took ownership of all tickets including tickets escalated to me via level I analysts
and worked them to completion. In addition, I answered calls from level I analysts and assisted
them any questions they had in regards to resolving an issue.
Carolinas Healthcare System
Technical Analyst II 9/2007 – 9/2009 Charlotte NC
Provide support for all technical systems in the hospital setting which include but are not limited to:
Peoplesoft, Citrix, Active Directory (permissions) large scale networking, RSA SecureID, and Xtend
paging system, Microsoft Exchange, phone support and printer support. Provide coverage for the
weekend shift which includes providing front line support, dispatching calls to field technicians,
medical hardware technicians and specialty teams, providing updates concerning any outages to
upper management, and assuring that departmental guidelines were followed while monitoring and
assisting level I analysts. As a level II analyst, I worked all issues and coordinated with specialty
teams to resolve issues proven to be irresolvable by the Support Center. Monitor ed outages for the
entire CHS Information Services department and appropriate hospital staff. Worked with
management to formulate outage messages which were sent to upper management and
information services departments as needed.
Quest Diagnostics
Helpdesk Analyst 8/2004 - 5/2005 St. Louis MO
Provided support for the electronic lab tests, orders and results application for clients via remote
control and telephone. Assisted users with chart searches, sharing results, advanced charting and
graphing, and provider services for patient eligibility.
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