Jim Mercer Email & Phone Number

Louisville, Kentucky Area

http://www.samsconnect.com

Manage, monitor and support data collection for all schools participating in the National SAM Project.Refine and develop NSP data collection procedures.Compile NSP yearly shadowing data reports.Build, administer and update the NSP databases.Build, administer and update NSP websites servers.Provide technical support as needed to NSP participants.

Independently owned/operated PC repair serviceProvide PC repair and Network support to home users

Provide Pocket PC Training and technical support to over 200 users over the public school systemProvide PC technical support to the Administrator Recruitment and Development (AD&D) departmentAdvise AR&D on hardware and software purchasesManage inventory of hardware and software used in multiple training sessionsManage Pocket PC inventoryDeploy A/V equipment for training sessions and employee screenings (Projectors, PA systems, etc…)Create and manage Powerpoint presentations for AR&DProvide onsite technical support for multiple laptop computers during remote training exercises Provide support for Microsoft Outlook and remote email access using Pocket PCs and Smartphones

Local branch closed, all employees laid offIdentify and resolve customer technical problems regarding satellite TV hardware and services Investigate and identify appropriate next steps with instances of fraudulent use of Pegasus Satellite TV Access CardsAnswer technical questions, installation issues, repair dilemmas in step-by step fashionComplete necessary documentation to manage customer complaints, issues and subsequent solutionsResearch appropriate solutions or venues for handling solution using system tools, binders, Pegasus Intranet site, contacts, processes and procedures, etc. Proactively keep subscriber informed of recommended course of action setting realistic response expectations through approved media for communication. Escalate issues as appropriate using correct proceduresIdentify new technical issues affecting customers and proactively notify appropriate internal teams about tech trendsEnter and maintain accurate database records, account activity, historyParticipate in group and individual call center trainings, meetings, updates, regarding skills, products, industry-related material.Achieve productivity, quality, customer satisfaction, while meeting all call center objectives.

Contract work on an 'as needed' basis

Contract positionTelephone tech support and customer service Troubleshoot broadband connections Configure and troubleshoot internet and network connections in Windows 98, ME, XP, and 2000 Configure and troubleshoot customer email accounts in Microsoft Outlook and Outlook Express

Work as a 'last line of defense' for customers unhappy with their appliance repair service. (Call center environment) Create monthly reports in Microsoft Excel tracking nationwide customer complaints and compensation given to those customersCreate daily reports detailing complaints against each Sears service unit in the nationAct as 'unofficial IT' for those in the department with PC problems Use Peoplesoft to track and locate ongoing customer issuesCreate Access databases for current employee information and complaints filed against those employees

Provide phone support for installation, configuration and troubleshooting of the Image Vault security systemTest and document the effect of adverse conditions on Image Vault hardwareTroubleshoot and repair defective systemsBeta test new features and softwareRevise and modify system documentation

NOC Lobster

Technical:Provide phone support for installation, configuration and troubleshooting of the Image Vault systemTroubleshoot and repair defective systemsBeta test new features and softwareRevise and modify system documentationAdministrative:Process orders, billing, shipping, and returnsManage inventory of both parts and productsWork closely with Manufacturers representatives to provide training, documentation and sales materialImplement policies and procedures regarding inventory control and product returnRepresent the company at trade shows

Bachelors, Computer Science

Currently enrolled - part time student

Microsoft Systems Administrator Courses

Courses: 2150: Designing a Secure Windows 2000 Network 2151: Windows 2000 Network and Operating System Essentials 2152: Implementing.

Associates, Marketing

Associates, Sales Management

Education record