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OBJECTIVE:
To secure a position in a fast paced technology field based upon
experience in systems administration, problem troubleshooting and demonstrated, successful
problem solving abilities.
WORK HISTORY
2007 - Present:
Network Analyst III, Commonwealth Office of Technology
2006 - 2007:
Desktop Support Consultant, Keane, Inc. -
Contract with the
Commonwealth
Office of Technology
Frankfort, KY
Responsibilities
Include: Provide
on-site &
remote-site technical
support for the Commonwealth Office of Technology's consolidated
agencies (Specifically the Commerce Cabinet; Provide networking,
messaging, software, hardware, AD account creation, software and
hardware problem resolution; Software support includes,
Remedy User, Microsoft Windows 2000 & XP, Mac OSX, McAfee
Antivirus, & Microsoft Office 2000/XP/2003, Profit Watch, Visual One,
Saflok, & also includes other software as needed; Maintain detailed
call logs of all support activity for historical reporting purposes,
and asset tracking; Support and maintain server software including
Microsoft SQL Server 2000/2005, Microsoft Active Directory, &
Windows 2003; Work with other support groups to ensure
customer receives resolution to their problems; Provide problem
resolution updates on outstanding issues; Coordinate with
Park Technical Contacts to ensure all issues are resolved, at their
locations.
2004 - 2006:
District Technology Administrator, Trigg County Board of Education
Cadiz, KY
Responsibilities
Include:
Provision of technical phone, and on-site
support for Trigg Co Public Schools; Provide networking,
messaging, workstation, Proxy, I-Prism, STI, AD account creation,
software and hardware problem resolution; Software support includes,
Remedy User, Microsoft Windows 98, 2000 & XP, Mac OSX, McAfee
Antivirus, Sysaid (Help Desk Support software)& Microsoft Office
2000/XP/2003, also includes other software as needed; Maintain
detailed call logs of all support activity for historical reporting
purposes,
and asset tracking; Support and maintain server software including
Microsoft SQL Server 2000, Microsoft Active Directory, Windows 2003;
Coordinate with the schools for customer satisfaction assurance;
Provide problem resolution updates on outstanding issues; Work with
School Technology Coordinators to ensure all issues are resolved at their
locations.
2003 - 2004
Help Desk Analyst, Keane, Inc. -
Contract with Kentucky Department of Education, Office of Education
Technology
Frankfort, Kentucky
Responsibilities Include: Provision
of technical phone support to KDE employees, school districts; Networking,
messaging, proxy, workstation, and server problem resolution; Software
support for Remedy User, Microsoft Windows 95, XP, Macintosh OS9/X, &
Microsoft Office 2000/XP/2003;
Maintain detailed call logs of all support activity for historical
reporting purposes; Support and maintain server software including
Microsoft SQL Server, Microsoft Exchange 5.5, Microsoft Proxy 2.0, McAfee
GroupShield 5.0, McAfee WebShield 4.5, Remedy ARS, Windows NT 4.0, 2000,
& 2003; Coordinate all levels of support for customer satisfaction
assurance; Provide problem resolution updates on outstanding issues; Web
Author of KETS Help Desk website, to include writing of technical
support documentation, and provision of support updates; Remedy
Administration for the KETS Help Desk, including creation of forms, links,
filters, user accounts administration, and SQL database management;
Support school districts as they migrate to Active Directory, including
troubleshooting issues with Microsoft Exchange Servers, district servers
(Web, Proxy, STI, etc.), account permissions, network connectivity, and
Internet access.
2002
- 2003
Help Desk Analyst, SCB
Computer Technologies - Contract with Kentucky Department of Education,
Office of Education Technology
Frankfort, Kentucky
Responsibilities
include: Provision
of technical phone support to KDE employees, school districts; Networking,
messaging, proxy, workstation, and server problem resolution; Software
support for Remedy User, Microsoft Windows 95, XP, Macintosh OS9/X, &
Microsoft Office 2000/XP/2003;
Maintain detailed call logs of all support activity for historical
reporting purposes; Support and maintain server software including
Microsoft SQL Server, Microsoft Exchange 5.5, Microsoft Proxy 2.0, McAfee
GroupShield 5.0, McAfee WebShield 4.5, Remedy ARS, Windows NT 4.0, 2000,
& 2003; Coordinate all levels of support for customer satisfaction
assurance; Provide problem resolution updates on outstanding issues; Web
Author of KETS Help Desk website, to include writing of technical
support documentation, and provision of support updates; Remedy
Administration for the KETS Help Desk, including creation of forms, links,
filters, user accounts administration, and SQL database management;
Support school districts as they migrate to Active Directory, including
troubleshooting issues with Microsoft Exchange Servers, district servers
(Web, Proxy, STI, etc.), account permissions, network connectivity, and
Internet access.
2000
– 2001
Systems
Engineer, FreshLoc Technologies
Dallas, Texas
Responsibilities
included:
Project Manager for eight corporate customers to include provision
of consulting services, new installation, product placement, product
retrofit, and continuous improvement of customer support and satisfaction;
Coordination with sales division and customers to develop a plan of
product maintenance & support services; Planning and execution of
purchase
orders to include client computer systems, thermal sensors, receivers, and
all associated peripheral equipment; Provision of technical support to
sales division and customers for the purpose of problem resolution,
preventative maintenance, and customer service;
Maintained detailed operations logs to include problem reporting, daily
statistical data, and customer requested information; Assisted in testing
& installation of new systems to include troubleshooting, setup, and
monitoring; Coordinated with sales division to develop
and train customers how to monitor and maintain FreshLoc monitoring
systems; Administered and supported in-house systems along with Microsoft
Windows 2000/XP Pro, Microsoft Windows 2000 Advanced Server, Microsoft SQL
Server, Connect Care CRM, Microsoft Office 2000/XP, Project, Visio, IIS;
Exposure to networking hardware to include Cisco PIX Firewalls, routers,
3Com NBX 100 communications systems and 3Com Switches, which relates to
the setup, daily operation, and maintenance of such devices.
1999
– 2000
Help Desk
Specialist I, Weblink Wireless
Dallas, Texas
Responsibilities included: Technical
phone support to include networking, paging system, messaging problem
resolution, software support for Vantive, Microsoft Windows 95/98/NT 4.0,
Oracle, Netscape Mail, Microsoft Office 97 Professional, Office 2000
Premium, HEAT support ticketing system, and UNIX based programs; Technical
assistance in troubleshooting for all PC based workstations; Maintained
detailed call logs of all support activity for historical reporting
purposes; Coordination with all levels of support to ensure customer
satisfaction in a timely manner; Provision of updates to all affected
departments for problem resolution to all outstanding issues.
1998
– 1999
Lead Print
Operator, Tek Systems/Blockbuster Entertainment
Dallas, Texas/McKinney, Texas
Responsibilities Included: Maintained
and operated IBM Info Print 4000/3160 printers; Provided
technical support of PC systems operations to include experience with
Lotus Notes, Microsoft Office, and AS/400 based applications; Developed
and created procedural documentation and provided training to new hires in
the form of lecture and hands-on training; Supervised small team of print
operators over two shifts to ensure timely completion of daily print jobs;
Produced daily reports of print totals and jobs completed for all
department heads as needed; Maintained weekly inventory logs of incoming
and outgoing stock.
1997
– 1998
Technical
Support Customer Representative, Volt Services Group - Contract with
Microsoft Inc., Customer Services and Support
Las Colinas, Texas
Responsibilities
Included: Customer education on purchased products for technical
support, eligibility, problem solving; Customer assistance with policies
and procedures and customer relations; Supported products including
Microsoft Office 97, FrontPage 98, Windows 95/98, Internet Explorer, and
computer usage techniques.
EDUCATION:
2002
- 2004
Specialized Training, Office of
Education Technology
Frankfort, Kentucky
Emphasis
in: Classroom
and online training to assist in providing the best possible support for
our customers, including: Microsoft Windows 2003 Active Directory,
Microsoft Exchange 5.5, Microsoft Windows 2000 Active Directory, Windows
XP, Remedy ARS 5.1.2 Administrator, and Microsoft Office Certified User
courses.
1996
- 1997
ITT
Technical Institute, Electronic Engineering Technology
Arlington,
Texas
Emphasis
in: Design,
build and testing of electronic circuits; on the job experience
designing, installing, servicing, and maintaining computers & computer
network systems.
1991
- 1992
Lexington Community College, Computer Information Systems
Lexington, Kentucky
Emphasis
in: Computer
software and hardware; Establishing operational systems functioning with
DOS, Windows 3.1; Limited Macintosh
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On-Job
Experience Summary:
Network Analyst III
Desktop Support
District Technology Administrator
Help Desk Analyst
Systems Engineer
Help Desk Specialist
Lead Print Operator
Tech Supp Customer
Representative
Qualifications:
Advanced
problem solving skills
Utilization
of variety of software
Advanced
networking troubleshooting abilities
Multi-platform experience
Technical
Reporting and Writing Abilities
Web
Authorship Skills
Database
Development and Management Skills
Customer
Relations Experience
Excellent
Communications Skills
Good
Documentation Skills
Strategic
Planning & Troubleshooting Skills
Customer
Support and Continuous Improvement Background
Quality
teambuilding and trainer skills
Software
Experience:
Microsoft Windows 95, 98, ME, NT4, 2k (Pro - Adv Server),
XP, Vista
Office 97, 2k, XP, 2003, 2007
Outlook 97, 98, 2k, XP
Project
2000, XP
Exchange Server 5.5, 2000, 2003
SBS
2k (Small Business Server)
Proxy
2.0
SQL Server 7.0, 2000, 2005
Front Range
Solutions- HEAT, ITSM
Pro America-Connect Care
Lotus Notes
AS/400
ARCGIS
Saflok
Visual One (Agilisys)
Hardware
Experience:
Intel STL2 Server
3Com NBX100 Ph Sys
Custom built systems
Compaq
Proliant ML370
Resume Download:
MS Word: John Hawkins
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