John Marks has over 25 years of experience in information technology, including expertise in server hardware, networking, and software. He has held positions providing technical support for companies such as IBM, Dell, UNC Health Care Systems, and DecisionOne Corporation. Marks has extensive experience installing, configuring, troubleshooting, and repairing computer systems, networks, and related equipment.

1. John M. Marks
4109 Westwood Place
Raleigh, NC 27613
Mobile: 919.812.7569
johnmarksd1@hotmail.com
Professional Summary: Over 25 years of diversified experience in the Information Technology field
including but not limited to: solid knowledge of LAN/WANnetwork administration, as well as a results-driven,
self-motivated Product Engineer Focal highly skilled in IBM System X, BladeCenter and rackmounted servers.
Exceptional skills at increasing system productivity by working proactively/reactivelyin resolving
server/application issuesto resolve customer situations.
Core Competencies:
 IBM System X, BladeCenter and rack mounted servers. Hardware/Software Testing. System testing and
Process improvement. Debug analytical and problem solving skills.
 Servers (Intel based, IBM, Dell) Apple Xserve, EMC Storage, Dell SAN
 Workstations and Laptops: Dell, IBM, Lenovo,Apple, Acer and Gateway
 Lexmark, Canon and HP printer certified
 Computer Networking ( LANs WANs and Internet )
 Software: Windows Server 2003, 2008 and 2012.Windows 1995, 1998, NT and XP. Linux, VmWare and
RHEL. Microsoft Office, Outlook and Lotus Notes
 Root Cause Analysis (RCA)
 Remote Access (Windows Remote Desktop, FTP) Cisco Webex
 Tier 3 TechnicalSupport
Related Experience:
Computer Task Group – Lenovo – RTP, NC
June, 2014 to September, 2015
Product Engineer
Level 3 support for service structure and serviceability of products for Hardware and Firmware. Provide
technical expertise to the Field on problem determination/isolation, then provide action plans to resolve
client issues. Provide technical expertise in support of critical client situation resolution. Serve as the Field's
interface to Development for the identification and analysis of design, architecture and process issues and
for driving those issues to resolution. Manage pervasive field issues, field communiqués, and Fix Release.
Participate with product development in the product design phase to incorporate product support, diagnosis
and recovery capabilities.
ITI Select – UNC Health Care Systems – Chapel Hill, NC
October, 2013 to June, 2014
ISD PC Technician
Responsible for conversion of all UNC hospital PCs and laptops to ensure compatibility requirements in
preparation for Epic Software Systems Electronic Medical Records (Epic EMR) installation rollout
scheduled for April 2014. Tasks include updating all software, changing computer names, and verifying all

2. third party software is compliant and working for Epic EMR system rollout. Additional tasks also include
troubleshooting and resolving helpdesk tickets on PCs and laptops as well as printers.
Computer Task Group – International Business Machines (IBM) – RTP, NC
April, 2013 to October, 2013
Product Engineer
Responsible for Level 3 support Worldwide on all IBM Pure/Flex Blade systems. Provide technical
expertise to the field on problem determination and create action plans to resolve client issues on modular
systems / server hardware. Provide expertise in support of critical client situation resolution and to act as
the field’s interface to hardware development for the identification and analysis of design, architecture and
process issues and for driving those issues to resolution. Manage pervasive field issues, provide field
communication and fix releases. Publish global tips on IBM website for resolution of fixes and firmware
patches to resolve customer related issues pertaining to hardware failures of compute nodes, switches,
PCI adapters as well as IBM chassis configurations.
Worldwide Tech Services – Tewksbury, MA
October, 2003 to April, 2013
Worldwide Engineer III
Accountable for providing top quality customer service and support for a wide range of accounts including
Dell, IBM/Lenovo, Sony, HP, EMC, and Apple systems. Responsible for Platinum, Gold, and Next Day
business customers. Consistently exceeded expectations of 98% customer satisfaction rate for all major
accounts. Provided extensive hardware, networking, printer and software support. Installed tested and
configured desktop products and networking environments. Troubleshot and resolved hardware,
networking, software, and peripheral issues. Administered back-up/recovery solutions utilizing VERITAS
Backup Exec.
DecisionOne Corporation – Durham, NC
December, 1993 to March, 2003
Senior Customer Service Engineer (1996 to 2003)/Customer Service Engineer (1993 to 1996)
Primary field technician for the airlines / travel related industry (Sabre and Worldspan) including RDU
International. Also served as the lead technician on financial institutions and various accounts. Customers
serviced and supported exceeded over 200 sites. Duties included installation, configuration,
troubleshooting and servicing servers and all connected workstations and peripherals on local area
networks. Consistently maintained and met customer service level agreements to avoid penalty and
downtimes. Configured TCP/IP for both servers and workstations and provided in-house help desk and PC
technical support for customers. Configured connectoids either on X.25 dial-up connection or frame relay.
Responsibilities also included troubleshooting and resolving issues with hubs, switches, routers, network
interface cards and cabling on token ring and Ethernet topologies. Installed and configured Cisco routers
and paradyne modems. Performed extensive warranty service on Compaq, Dell, Micron, and Gateway
computer systems. Provided on-site technical support for local and out of state branches as needed.
Supported servers, both small and mid-range, PCs, POS terminals, dumb terminals, laptops, storage
devices, communication equipment, printers laser, impact, shuttle and deskjet, credit card adapters and
scanning devices. Installed and supported software on all Windows based operating systems including
WFW, Win 3.x, Windows 95/98, 2000, ME, and XP as well as third party and proprietary software.
Accounting Machine Systems – Fuquay Varina, NC
July, 1991 to December, 1993
Field Engineer/PC Analyst

3. Served as Team Leader of 12 contracted engineers responsible for the installation of computers, modems
and test communication equipment for loan institutions. Installed, tested and performed configurations for
complete data communication systems to customer specifications. Troubleshot and repaired systems
within 24 hours to ensure low downtimes and a higher level of customer satisfaction. Extensive experience
on microcomputers, PCs, workstations, disks, printers, monitors, tape drives, cartridge tapes, modems,
multiplexors, voice and data communication devices, power systems and networks. Provided training for
new field engineers as needed.
International Business Machines (IBM) – Research Triangle Park, NC
August, 1988 to August, 1989
Manufacturing Technician
Served as part of an integrated team of employees responsible for the assembly and test of IBM PS/2
Computers including Model 50s and 70s. Served as quality inspector for all assembled products. Ensured
reliability of the components by performing quality assurance tests to identify, access and initiate corrective
action. Trained employees on the fabrication of computer products. Position required a thorough
knowledge of the appropriate manufacturing technology and testing/inspection procedures for the
components.
Certifications:
CompTIA A+
CompTIA Network+
Dell Certified Systems Expert Master Level
Dell Enterprise Service Force Technician
IBM/Lenovo Desktop and Laptop Certified Technician
Apple Level 3 Certified Technician
Lexmark Certified Printer Technician
PAR Technologies Certified Technician