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Field Technical Support

McKinney, Texas, United States
October 24, 2016

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James R. Simon

*** ****** ****** *****

McKinney, Texas 75069



Able to work independently and unsupervised to provide professional technical, customer service, sales and support of assigned territories.

In-depth knowledge of hardware and software installation and troubleshooting of various network platforms.

Excellent verbal and written communication to maintain detailed customer sales and service records.


Jan 2, 2007 – Sept 1, 2016

Company: Epicor Software Corporation

Position: Local Platform Specialist – Field Services

Responsibilities include but are not limited to the following:

First line of support, sales, installation, customer service and management of the Dallas/Fort Worth and surrounding territories. Territory often included the Shreveport and Lubbock offices.

Trained and mentored new Epicor Field Services employees.

Exceeded all monthly and yearly sales and service goals.

Daily collaboration with Sales and Support Team to manage repairs and expansion of territory.

Dell Server and Desktop certified. Additionally, completed all Epicor quarterly training assignments for current and future products and services.

Installed and configured Sonicwall firewalls including segmented wireless RF networks. Additionally, configured Site-to-Site and Cloud Services VPN’s and the NetExtender application to provide remote access.

Point-Of-Sale hardware and software installation and support.

Collaborated with Epicor partners Dell and Aptos to complete additional projects outside of the Epicor customer base.

Utilized tools (Bomgar) to provide remote customer support.

Utilized Oracle database and Epicor Field Management tools to manage daily service calls, customer repairs, parts ordering and maintaining accurate customer equipment and network information.

Current references are available upon request.

Jan 2003 – Jan 2007

Company: SOS Computer and Networking Services

Position: Owner/Self Employed

On-site business to business computer, server and network installation and repair service

Assisted customer base with purchase, installation and support of printers, PC’s, Apple devices and Windows based servers and PC’s.

Workgroup and Domain design, installation and support.

Installed all types of routers, switches and wireless networks

Installed VPN and remote access services.

Virus, spyware and adware removal and repair.

Data recovery


Epicor products and services training – Quarterly since 2007

Dell Server, Printer, Network and Desktop certified – Annually since 2003

MCP/MCSE from Microsoft Corporation - 2001

Associates Degree in General Science from Richland College Dallas - 1976

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