Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Certification
Software
Interests
INDUSTRIES
Timeline
Generic

JAVON MARION

Arlington

Summary

Results-driven Senior Support Desk Analyst with a proven track record of addressing and resolving complex technical issues. Expertise in client support and managing critical incidents, complemented by strong customer service skills that enhance user satisfaction. Committed to delivering high-quality solutions while effectively handling deadline-driven projects. Eager to leverage extensive experience to meet and exceed the technical needs of the organization.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Senior IT Solution Specialist

TruGreen
02.2019 - 08.2025
  • Provide 24 hour White Glove support for 15 Executive Leadership Team members and their admins.
  • Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations deployment.
  • Maintained inventory of over 9,000 desktops and laptops and their hardware and software components to keep records accurate and updated.
  • Planned and responded to service outages.
  • Implemented corrective actions to fix root causes of various issues.
  • Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Researched and identified solutions to technical problems.
  • Configured and tested new software and hardware.
  • Responded to 15 to 25 customer escalated inquiries and provided technical assistance over phone and in person.

Business Application Support Analyst III

TruGreen
02.2012 - 02.2019
  • Analyze application data to assess performance and uncover problems.
  • Work in team environment to complete all testing activities according to schedule.
  • Coordinate resolutions with development team and project managers.
  • Complete root cause analysis of defects.
  • Monitor data processing quality assurance and development activities.
  • Troubleshoot and resolved application issues escalated from end users.
  • Processed large batches of data on daily and weekly basis.
  • Conducted user regression and other tests on products and components.
  • Opened and documented trouble tickets.
  • Participated in daily weekly and bi-monthly status meetings.
  • Completed testing on code releases to ensure quality.
  • Developed scripts for consistent testing team-wide.
  • Worked with development team to assess issues and test for solutions.
  • Integrated application software and hardware configuration changes.
  • Supported company users with troubleshooting assistance.

POS Installation Team Lead

Family Dollar, KFC and Taco Bell
07.2006 - 07.2013
  • Seasonal position requiring timely assembly and disassembly of Point of Sale machines
  • Edited and manipulated Toshiba system configurations
  • Setup of Store Manage Workstations
  • Adequately repaired or replacement of any external peripherals, cords or cables
  • Met stringent time deadlines and start times.
  • Trained and monitored team members for maximum efficiency and effectiveness
  • Lead team of technicians to 100% constant quality in the field
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Trained new team members by relaying information on company procedures and safety requirements.

POS Technical Trainer

Horizon Software International
08.2011 - 12.2011
  • Trained the 1,200 MCS nutritional services workers on the functionality of the POS application and related technology.
  • Configured Horizon POS software remotely to communicate with the servers.
  • Insured that the MCS nutritional services workers were adhering to district policies and procedures.
  • Removed hard drives from old equipment and replaced any external peripherals cords or cables
  • Met stringent time deadlines of two schools per week and 6:30 AM start times.
  • Monitored team members for maximum efficiency and effectiveness.

Information Technology Customer Support Analyst

International Paper
03.2011 - 08.2011
  • Provided technical phone support of desktop computers, applications and related technology for 25,000 employees in North America and South America, in Corporate Office and remote locations.
  • Monitors database systems in accordance with a schedule of operations
  • Troubleshot basic network, software, printing problems hardware issues and performs hardware diagnostics and coordinates repairs on both desktop and laptop PCs.
  • On a daily basis received 30 to 50 calls, while resolving users issues via email.
  • Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.
  • Identifies hardware and software malfunctions and takes appropriate corrective action as necessary to resolve operating problems
  • Researches error messages and find proper resolutions to issues.
  • Selects and loads input and output, observes operation of equipment: control panels, error lights, verification printouts, error messages and faulty output.
  • Maintained different metrics: a 113% call share percent, 92% resolve rate, and 10 minute average call

Help Desk Analyst II

Baptist Memorial Hospital Corp.
09.2009 - 03.2010
  • Diagnose, resolve, and respond to requests for technical assistance with hardware and software via phone and electronically via email.
  • Demonstrated ability to manage multiple priorities, activities, meetings, and/or events, adapted to the changing work priorities while meeting deadlines and schedules projects to completion.
  • Provide accurate and timely logging of problems and resolution for problems in the Remedy ticketing systems.
  • Communicated technology concepts to non-technical audience, interacting effectively and collegially with others while utilizing superior customer service skills.
  • Sets up, coordinates and monitors the operation of electronic computer equipment, such as printers and disk drives.
  • Demonstrated initiative in researching resolutions to questions, utilizing resources from other work units and other informational resources to resolve problems.
  • Diagnoses and resolves end-user network or local printer problems, PC hardware problems and mainframe, e-mail, Internet, VPN, and local-area network access problems.

Service Desk Analyst II

Accredo Health
01.2009 - 09.2009
  • Assisted in the access setup of the Wireless Access Points (WAP) throughout the company facility by employees and vendors.
  • Utilized solid communication skills with employees, immediate supervisor and / or higher levels of management.
  • Resolved user concerns with specific applications, including Microsoft Office, Citrix Web Interface Client, ERxhome, and numerous industry specific applications
  • Provide local and remote desktop support for over 18,000 employees, of 3 different companies, in the corporate headquarters and 45 properties around the country.
  • Provided reports of all daily activity of the entire Service Desk.
  • Create detailed trouble tickets in Remedy on all issues, while ensuring all issues and outages documented through resolution.
  • Monitored all server activity for related outages, issues, errors, and system failures.
  • Technically assisted 30 to 50 clients per shift via phone.
  • Escalating issues to the proper management
  • Facilitated and participated in conference calls with employees in various departments
  • Assisted other Data Center support staff in maintaining an accurate and up to date operating environment for server platforms.
  • Trouble shot network connectivity, network printing and user access issues of 3 different networks using Citrix Server Platform.
  • Investigated and documented issues reported by employees in a timely and efficient manner

Corporate Support Help Desk Analyst II

Harrahs Entertainment
06.2006 - 12.2008
  • Investigated and documented issues reported by more than 35,000 employees at 56 worldwide locations in a timely and efficient manner
  • Create detailed trouble tickets on all issues, while ensuring all issues and outages documented through resolution.
  • Acted as the catalyst between Local Property IT and different vendors
  • Facilitated and participated in conference calls with employees in various departments
  • Assisted other Data Center support staff in maintaining an accurate and up to date operating environment for server platforms.
  • Trouble shot network connectivity, network printing and user access issues.
  • Played a key role in ensuring a proficient workforce and significantly reducing system downtime.
  • Provide computer hardware/software troubleshooting and personal assistance to staff members with various technical issues.
  • Escalating issues to the proper management
  • Supported conversions, hardware roll-outs and software updates to ensure a secure and efficient environment
  • Monitored all server activity for related outages, issues, errors, and system failures.
  • Resolved user concerns with specific applications, including Microsoft Office, Active Directory, AS400, and numerous industry specific applications

Billable Team Manager – Laptop Repair

Solectron
09.2005 - 06.2006
  • Managed and supervised, team of 10 employees
  • Directed team in providing at least 99 percent quality assurance
  • Assessed damages, diagnosed malfunctions, and repaired clients laptops
  • Billed customer for laptop repairs
  • Managed inventory of 150 units received on a daily basis
  • Analyzed and configured daily and hourly reports
  • Assisted with troubleshooting procedures on security devices to include biometric fingerprint readers.
  • Frequent contact with customers about repair of their laptops
  • Lead division to increase client satisfaction by 153%.
  • Managed 300 units using Oracle
  • Assisted with rebuilding and maintaining laptops and perform memory upgrades to Sony’s quality standards
  • Coached team members in techniques necessary to complete job tasks.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.

Technical Support Service Representative

Brother International
05.2005 - 09.2005
  • Answer multi-line fax support phone system in a courteous and friendly manner, assuring compliance with Brother policies and procedures for handling calls.
  • Enter and document calls in CRM (the Brother tracking system), including detailed information.
  • Troubleshoot various computer software, hardware, and application problems
  • Provided technical support and incident management to users of Brother fax, printers, copiers, and scanners.
  • Resolved as well as received, logged, handled, escalated, and documented any fax, coping, or scanning incidents involving hardware, software, applications, or products in the Brother environment and their customers.
  • Utilized good research skills, self-direction and self-motivation, and good analytical problem solving abilities while paying strict attention to detail was employed.
  • Technically assisted 40 to 60 clients per shift via phone.
  • Utilizes several major resources to properly aid in the resolution of customer issues.
  • Acquired and utilized technical knowledge of more than 500 Brother machines.
  • Product Sales, sale of consumables, and product recommendations were key functions of this job.

Help Desk Agent – Team Leader

The University of Memphis
05.2000 - 05.2005
  • Answer multi-line Helpdesk phone system in a courteous and friendly manner, assuring compliance with University policies and procedures for handling calls.
  • Assist students with PC and desktop application issues
  • Regularly perform hardware and software maintenance
  • Responded to and addressed walk-in questions.
  • Enter and document the calls in the Remedy ARS (the Help Desk tracking software), including detailed information.
  • Supervised and trained 40 employees.
  • Troubleshot RODP (Regents Online Degree Program) inquires for state of Tennessee 65,000 online degree seeking students
  • Troubleshot various computer software, hardware, and application problems
  • Maintained computing facilities and managed printers
  • Installed and repaired scanners, printers and various peripherals
  • Resolved as well as received, logged, handled, escalated, and documented any IT incidents involving hardware, software, applications, or products in the University environment.
  • Managed tools such as IRIS, the web-generated service queue to minimize impact of IT outages.
  • Technically assisted 50 to 100 clients per shift via phone and/or AskTOM Instant Messenger Web Chat

Education

Cisco Certification and Network + Certification -

New Horizons Computer Learning Center
Memphis, Tennessee
09-2008

BBA - Management Information Systems

The University of Memphis
Memphis, Tennessee
12-2026

Honors Diploma - undefined

Oakhaven High School
Memphis, Tennessee
06.1999

A+ Certification

New Horizon
Memphis
03-2006

Skills

  • Goal-oriented achiever
  • Experienced in Workstation Rollouts, Data Migrations, and Operating System Imaging
  • Skilled in team development
  • Process optimization
  • Operational Leadership
  • Printer Installation and support
  • POS setup and decommissioning
  • Expertise in technical assistance
  • Asset management
  • Hardware Repairs
  • Application Installations and Support
  • Incident management
  • End user support
  • Advanced troubleshooting
  • Troubleshooting and Diagnostics
  • Remote diagnostics
  • Customer service
  • Hardware and software upgrades

Accomplishments

  • Supervised team of 6 staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets of more than 9,000 desktops and laptops.
  • Documented and resolved complex system issues which led to same day call returns by my team members.
  • Resolved product issue through consumer testing.
  • Achieved Image standardization by introducing check lists for Asset deployment.
  • Achieved One call resolution through effectively helping and providing resolutions for my team.
  • Collaborated with team of 20 in the development and implementation of Mission(AS400) in less than three months..

Certification

  • MOUS Certification
  • A+ Certified
  • Currently pursuing CCNA
  • Laptop Repair Training
  • ITD Helpdesk Support Training courses
  • Technical Phone Support Training Course
  • CBT Training
  • Brother Office Machine Training Course
  • Brother ISO4001 Environment Training Course
  • Time Management Training
  • ESD Certification
  • ISO 4001 Training

Software

ServiceNOW

Microsoft O365

Teams

PowerBI

InTune

Entra

EmpowerID

BeyondTrust

RightFax

InContact

Mission

IBoss

Interests

  • Tech enthusiast, passionate about exploring the latest advancements and innovations
  • Coding and Programming
  • Volunteer Work
  • Youth mentor, providing guidance and support to empower the next generation of leaders
  • Participating in events to support local charities, schools, or community projects
  • Web Development and Design
  • I like working with my hands and fixing things
  • DIY and Home Improvement

INDUSTRIES

  • College/University
  • Casino & Entertainment
  • Retail
  • Medical
  • Pharmaceuticals
  • Call Center
  • Computer and Laptop Repair
  • Paper Industry

Timeline

Senior IT Solution Specialist

TruGreen
02.2019 - 08.2025

Business Application Support Analyst III

TruGreen
02.2012 - 02.2019

POS Technical Trainer

Horizon Software International
08.2011 - 12.2011

Information Technology Customer Support Analyst

International Paper
03.2011 - 08.2011

Help Desk Analyst II

Baptist Memorial Hospital Corp.
09.2009 - 03.2010

Service Desk Analyst II

Accredo Health
01.2009 - 09.2009

POS Installation Team Lead

Family Dollar, KFC and Taco Bell
07.2006 - 07.2013

Corporate Support Help Desk Analyst II

Harrahs Entertainment
06.2006 - 12.2008

Billable Team Manager – Laptop Repair

Solectron
09.2005 - 06.2006

Technical Support Service Representative

Brother International
05.2005 - 09.2005

Help Desk Agent – Team Leader

The University of Memphis
05.2000 - 05.2005

Honors Diploma - undefined

Oakhaven High School

Cisco Certification and Network + Certification -

New Horizons Computer Learning Center

BBA - Management Information Systems

The University of Memphis

A+ Certification

New Horizon

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