James Marszal
Catonsville,MD
Summary
Driven by a results-focused approach, I leveraged OpenText™ STP Financial Hub and Active Documents at Open Text Inc. to enhance B2B transaction efficiency, significantly improving client satisfaction through consultative support and innovative problem-solving. My adeptness in communication and technical skills facilitated seamless upgrades and robust solution implementation, showcasing a blend of strategic oversight and technical proficiency.
Overview
38
38
years of professional experience
Work History
Tier 2 Application/Production Support Specialist
Open Text Inc.
09.2003 - 07.2024
- Provided consultative assistance to Tier 1 helpdesk and business unit clients by recommending and implementing solutions to B2B transactions (payment files, Bank acknowledgements, invoices, bank statements, return files, bank rejections)
- Used Active Documents, LENS and Orchestration Management console to track files from trading partners.
- Identified issues with bypassed files and notified business unit clients. Also worked with mapping teams to identify issues in bypassed files.
- Analyzed application and recommended necessary upgrades and patches.
- Worked closely with test, development and requirements team members to analyze, investigate and resolve common issues and perform health checks.
- Provided daily support with escalated ticket resolution and liaised with business and technical leads.
- Generated monthly metric reports
- Trained new production staff members support operations
- Used Siebel Ticketing System to track, maintain and update trouble tickets
- Analyzed data and wrote SQL scripts to extract data from SQL databases
- Performed quality assurance health check testing on new software releases for alignment with goals for efficiency and performance
Tier 1 Support Technician
Open Text Inc
05.2000 - 09.2003
- Tier 1 helpdesk that consulted with customers to assess needs and propose optimal solutions.
- Used ticketing systems to manage and process support actions and requests
- Managed high levels of call flow and responded to technical support needs
Route Sales Representative
MK Battery
06.1999 - 05.2000
- Managed product transitions from warehouse to customer site, loading, and unloading in alignment with specifications.
- Immediately addressed problems with customers to promote speedy resolution.
- Delivered top customer satisfaction, reviewing feedback closely, and addressing needs and requests of account holders.
- Boosted revenues by upselling and cross-selling products to new and established customers.
- Maintained positive relationships with customers using good communication and follow-through abilities.
- Utilized route optimization software to plan and manage delivery routes.
Route Manager/Field Manager
TruGreen Lawn Care Service
01.1994 - 06.1999
- Visited customers and customer sites to evaluate and resolve safety issues and seek service alternatives.
- Scheduled, attended and contributed to safety meetings to maintain working relationships and promote maximum morale and productivity.
- Managed end-of-day check-in process to capture and communicate key service, safety and equipment issues.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
- Facilitated field operations through supervision and direction of field personnel.
Inventory Specialist
DataVault
12.1990 - 01.1994
- Implemented barcode inventory control system for an offsite storage facility.
- Recorded information, shortages, and discrepancies to keep records current and accurate.
- Completed physical inventory counts each month.
- Performed data entry and completed proper paperwork.
- Collaborated with the procurement team to establish steady supply of inventory.
Computer Operator
Mr Foster Travel
01.1987 - 10.1990
- Complied with data entry quotients to support time-sensitive project input milestones.
- Changed and replaced backup tapes regularly and performed detailed server backups.
- Generated reports covering details about data, system operation, and error monitoring.
- Performed tests of functionality, security, and performance of different workstations and devices.
Education
Microsoft A+ Certification
04.1999
Associate of Arts - Hotel, Motel, And Restaurant Management
CCBC Essex
Essex Maryland05.1986
Skills
- STP - Straight Through Processing EFT application OpenText™ STP Financial Hub is a scalable messaging platform offering straight-through processing for financial institutions that offers unmatched visibility from order entry to order settlement The complete solution provides end-to-end straight-through processing, wealth management and middle office flows for corporate, bank, broker and custodian activities
- Active Documents - Active Documents is a document tracking service that manages transactions and identifies exceptions, events or non-events that may impact business performance With realtime status dashboards, Active Documents makes it quick and easy to detect and correct processing errors, including when expected events do not occur, to ensure that no PO, invoice, payment or Advanced Shipping Notice (ASN) is lost
- Lens - OpenText™ Lens™ is a powerful, user-friendly cloud application that offers visibility into the data flows between enterprise applications and connected systems, customers, suppliers and trading partners With Lens, organizations gain insights needed to monitor business process health against KPIs, quickly respond to key business events and improve overall productivity
- Orchestration Management Console - File tracking software
- SQL
- Siebel Ticketing System
- Teamwork and Collaboration
- Data compiling
- Application support
- Flexible and Adaptable
- Organization and Time Management
- Excellent Communication
- System monitoring
- Training and mentoring
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Tier 2 Application/Production Support Specialist
Open Text Inc.
09.2003 - 07.2024
Tier 1 Support Technician
Open Text Inc
05.2000 - 09.2003
Route Sales Representative
MK Battery
06.1999 - 05.2000
Route Manager/Field Manager
TruGreen Lawn Care Service
01.1994 - 06.1999
Inventory Specialist
DataVault
12.1990 - 01.1994
Computer Operator
Mr Foster Travel
01.1987 - 10.1990
Microsoft A+ Certification
Associate of Arts - Hotel, Motel, And Restaurant Management
CCBC Essex