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James Hawkins

E-Mail: hawkins_j@gmail.com

PO Box 204112, St. sings, NS 44012

402-551-3041

Skills and Experience Summary

·        7 + years of information technology support experience

·        Call center experience in fast paced environments on different shifts

·        Formal and informal training in commercial and proprietary applications

·        Hands-on hardware bench experience with desktop/laptop hardware

·        Experience with call tracking software: Remedy, HP Openview Service               Desk, Clarify, Apriori, Top of Mind

·        Platform experience with numerous operating systems: Windows 7

     and Windows XP, 95, HP-Unix, AIX and Linux plus Cisco training

·        Advanced Excel/Access “power user” skills in MS Office

Software Experience

Windows 2000/XP, Vista, 7,MS-DOS, Unix (X-Windows) exposure, Linux, Windows 2000/XP, Unisys 2200, NeXT

Databases/Spreadsheets:          MS Access, dBase III Plus, MS Excel, Lotus 1-2-3

Internet Apps:                           Internet Explorer, Netscape, Ipass/Cisco VPN, Securenet

                                                VPN, RAS, Cello, Eudora, Pine, FTP, IRC, Telenet

Networking:                             TCP/IP, Microsoft, Novell

Programming:                           HTML, Basic, (Computer-based training in Visual Basic

                                                4.0, PL/SQL), Norton Ghost Imaging

Training:                                    HP-Unix, Linux, X-Windows, tape archiving and recovery

on Solaris, Java programming, Cisco

Additional Applications:            MS Office 4.3/ 95/97/2003, Lotus Notes, Lotus SmartSuite,

WordPerfect Office, Novell Groupwise, cc:mail/MS Mail,

Top of Mind, HP Service Desk, Citrix Metaframe, Adobe

Acrobat Reader, Support On-Site (help desk software),

Lotus Notes, Novell Netware 3.11 Unisys Mapper, 3270

Terminal Emulation

Hardware:                                IBM PC-compatible (seven + years professional experience,

16 years total experience), Macintosh, PowerPC,

                                                Unisys Mainframe exposure

Education:                                MIM, University of St. Thomas,

BA/BS, Mankato State University

                                                                                                                                               

Work Experience:

Consulating

09/2010-12/2010                     Provided Point-Of-Sale support for retail stores at a large

                                                retail company as a contractor.

US Census/BLA

04/2010-05/2010                     Census worker/enumerator                  

Advance Tech. Resources        

03/2010-04/2010                     Worked on several projects removing old printers and

                                                installing new printers at various client sites.

P/T Personal Project

04/09-Present                          Worked on independent creative art project as CEO.

Temporary Worker

Pomeroy IT

01/08-12/08                            Provided desktop support for laptops and desktop PCs, and also provide Cisco IP phone/headset support. In addition, I supported network printer and installed patch cords to activate ports in the closet. Supported Symantec Anti-Virus

                                                on the desktop.

Temporary Worker

Pomeroy IT      Provided deployment support for Cisco VPN in addition to

09/07 - 12/07   other deployment projects.

Technology Support Analyst

United Healthcare

09/04 to 03/2007

Worked to support 250 Windows-based software applications, mainframe emulation software, supported 50,000+ end users, worked with vendors and contractors around the world, supported remote end users using Ipass/Cisco VPN, Symantec Anti-virus. Troubleshooted remotely, met expectations and provide quality customer service in a fast paced help desk environment that has high dollar value impact on a Fortune 50 company.

Accomplishments: Bonuses and raise awarded; Lead on web portal project; letters of commendation from supervisors and management, including the President of the Commercial Services Group.

Temporary Consulting

Staffing Partners/RGB Consulting

Assistant System Administrator            

05/04 to 08/04                         Unix Admin. duties, Vertias backup/recovery,

                                                server room admin. duties. Data recovery at recovery

                                                firm for Windows applications.

Qwest

Data Analyst

7/01 to 06/03                           Payment processing and customer billing research,

                                                balancing customer accounts, researching customer

                                                accounts utilizing SQL and running mail processing

                                                equipment, completing end of day processing for

                                                customer’s remittance, report generation, helped process

over 1 1/2 billion annual to Qwest's gross annual income

Kelly IT/ Et. al:

Help Desk/Tech. Support

11/99 to 3/01                           Lotus Notes/Lucent TCS call center support and

                                                quality control on a hardware/software upgrade project

involving Windows NT workstation, and technical

customer service positions.

Teltronix/Consulting:

PC Bench Technician

12/98 to 08/99                         This position involves setting up new Compaq workstation

                                                installations and reconfiguring older machines for Y2K

using Norton Ghost imaging software. Also installed

latest software including MS Office and other applications,

configured Outlook, and troubleshoot hardware problems

and installed peripheral equipment (PDAs, Printers, et al).

Various ST Consulting:

Tech. Support

4/98 to 10/98                           Short-term contracts doing software auditing, 95/NT

                                                workstation installations, Bios upgrades, hardware

upgrades, Outlook 97 and Office 97 installs, 2^nd level help

desk.

Brady & Co.

Consultant                                Workstation setups for Windows95 and LAN setups

11/97 to 3/98                           plus technical support for end users for Dell desktops

and laptops. Installation of Office97, PCAnywhere 8.0,

IE 4.0, 2^nd level Help desk for OS/2 and NT 4.0

Unisys

Help Desk

01/97-11/97                             In this position I performed network security duties and

                                                troubleshoot connectivity problems with end users

                                                with TCP/IP, Unix, WindowsNT and Unisys Mainframe

                                                Mapper applications, along with troubleshooting dial-up

                                                and desktop problems with various laptops plus Mapper

                                                and Burroughs administration. Support and help desk

                                                coordination with United Healthcare. Member of the

                                                helpdesk web development team responsible for creating

                                                training materials and work resources for the help desk

Kelly IT/ Et. al.

Help Desk/Support

09/96-12/96                             Worked at various Tech. Support/Help Desk assignments

                                                providing software/hardware support, including installing

                                                hardware and software over the phone and hands-on with

                                                Windows95 and other platforms

Dataserv

Help Desk                                This position included providing software and

03/95-06/96                             hardware support over the phone for out sourced clients.

                                                We also provided support for Windows 3.x, OS/2 Warp,

                                                MS Office, Lotus SmartSuite, cc:mail, Novell Groupwise,

                                                and proprietary applications. In addition, Dataserv/Wang,

                                                sent me through numerous training classes for MS-DOS,

                                                Amipro, Groupwise, PowerPoint95, OS/2 Warp,

                                                Windows95 Support & Administration, and I obtained

                                                certificates. Most of my work was off-hours for large

                                                companies such as Citibank, Bank of New York,

                                                All State Insurance, Grand Met, etc.

References:                               Available upon request

Intelligence:                               Ranked among top 20% of US population by a online test

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