Amber Hawkes

***** *. **** **. ********, AZ. ****8

480-***-**** • acsbsf@r.postjobfree.com

Objective: To obtain a position In the Information Technology or related field utilizing over 17 years experience in the I.T. Field, in-depth knowledge of Project Management, Online course delivery, Web Administration and Design, Active Directory account Management, team management, excellent customer satisfaction skills and ability to train others in processes, procedures and computer software .

Education:

Degree Bachelor of Science, Sociology, Arizona State University, Tempe, AZ 5/2005

Certification ITIL- I.T. Service Management Foundations 1/2013

Convention Marketing that Clicks, San Francisco, CA 2/2007

Training Project Management, Tempe, AZ 2005

Workshop Manage for Excellence, Tempe,AZ 2005

Training Altiris Software, Phoenix, AZ 2001

Convention Helpdesk Management, San Francisco, CA 3/1997

Workshop Stress Management, Arizona State University, Tempe, AZ 10/1996

Workshop Dealing with Difficult People, Arizona State University, Tempe, AZ 4/1996

Software and Hardware Experience:

Windows 2000, XP, Vista, 7 Windows 2000 -2008 server, MS Office XP, 2007, 2010 MS Outlook 2007.2010

Netscape Navigator &Communicator, Internet Explorer, Ghost Enterprise, Imagecast, Altiris Lab Expert,

PQDI, Partition Magic, Bull Dogs Update Expert, MS Sysprep, Mcafee Helpdesk SQL Database Mcafee Viruscan, Peoplesoft E-support,

DHCP, PXE, Netswitcher, Netmeeting, GoTo meeting, ICQ, Yahoo Messanger, MSN messenger, AOL messenger, Blackboard, Realplayer WordPerfect, FrontPage, MS Project, Cold Fusion, Microsoft Visio, Attglobal Dialer, UUNet, PAL, Dial up networking, FTP Voyager, WS FTP, Unix, BASIC, Corel Draw, Corel Quattro Pro, Eudora E-mail Software, Simeon E-mail software, Affiliate Student data software, Macromedia Flash, Macromedia Fireworks, Adobe Photoshop, Adobe Paintshop, Adobe Illustrator, Navstudio, Infinite menus, Camtasia, Captivate, Snagit, Sage Carpe Diem, Imanage and Interwoven,, CommonSpot content management software, RSA Token Ring Management software, Novell Networking, MS Active Directory, Aelita account management software, Nettracker, Google Analytics, RightFax, MetaStorm, Dell, IBM and HP hardware, Cisco and 3Com Switches,Blackberry enterprise software, Notifylink, PeopleSoft CRM, MS Dynamics CRM 4.0, MS Virtural Machine, Sales Force, Clarity, Sales Logic, Oracle Project Resource Management, Cisco Call Manager and Unity, Cisco Webex, Tanberg, Berbee, singlewire informacast, Cisco DMS, Sophos Safeguard and Endpoint, CA Service Desk, CA SOA, Franconnect Services 314, Franchise Sales, Zcubator Marketing, Franconnect Financials, SharePoint, ITIL Certified, SDLC, Agile, Agile, CMMI.

Employment History:

FranConnect 02/14-Present

Implementation Manager

Manage the implementation of the Franconnect Services 314 software product for Franchisors and Franchisees using SDLC and Agile methodology and practices

Daily support of the FranConnect Services 314 product customizations

Daily support of the FranConnect CRM product as well as other products-marketing, Franchise Sales and lead generation

Daily management of issue resolution and change and release management for the Services 314 software product.

Daily maintenance of customer relationships including support, best practices and upsells.

Excellent working relationship with India development team and customers

Work In and with a PMO using and helping to creating documentation standards, project management methodology, and project coordination.

Manage resources, schedules and budgets for short term and long term projects.

Maintain solid customer and partner relationships

Excellent working relationship with Sales and other related project teams

AZNET II-Centurylink 11/13-02/14

Senior Project Manager-Contractor

Managing the project on the State contract with AZNET to refresh data and voice for all of DES, over 200 sites.

Managed resources, schedules and budgets for short term and long term projects

Excellent working relationship with DES project teams

Developed a greater understanding and knowledge of circuits, other telecom platforms, and VoIP configurations

Managed I.T. projects involving but not limited to a variety of technologies such as Cisco Unified communications,, Cisco routers and switches, singlewire informacast, and Telepresence,

Maintained solid customer and partner relationships

Excellent customer satisfaction record

Excellent working relationship with telecom engineers and other related project teams

Division of Technology Services, AZ Department of Economic Security 10/12- 10/13

Project Manager-Contractor

Manage I.T. projects for the Network Operations Center, Service Center, Active Directory Administration and the Desktop and LAN support group. Projects involve but not limited to a variety of technologies and software such as Microsoft Exchange, Active Directory, CA Service Desk and CA suite including SOA, SharePoint, Spectrum, Sophos Safeguard and Sophos Endpoint, McAfee products, ManageEngine, Solarwinds and DHCP.

Managing the project on the State contract with AZNET to refresh data and voice for all of DES, over 200 sites.

Creating processes and procedures for the DTS business unit for telephone billing for Verizon and AZNET, Telephone configuring, and multiple other BU processes.

Responsible for Change control and the Change Control process for all projects for the Service Operations Center.

Practiced Agile and Waterfall project Methodology for all projects.

Vast Experience with SDLC

Managed resources, schedules and budgets for short term and long term projects

Excellent working relationship with Service Operations Center Managers and other related project teams

World Wide Technology 10/08-7/12

Project Manager

Managed I.T. projects involving but not limited to a variety of technologies such as Cisco Unified communications, Vmware Virtualization, VDI, Citrix Zenworks, Cisco Wireless solutions, Cisco NAC security, Cisco ISE, Cisco routers and switches, singlewire informacast, Data centers, Telepresence, Cisco Meetingplace and Webex, Facilities infrastructures, cloud computing, managed services, Cisco DMS and Optical networking

Managed resources, schedules and budgets for short term and long term projects with budgets ranging from $1000 to over $400,000.

Maintained a realization of 100% or higher on the majority of the projects managed.

Maintained solid customer and partner relationships

Excellent customer satisfaction record

Excellent working relationship with Sales and other related project teams

Familiar with federal and DoD security requirements and criteria

Facilitated Project Workshops for Customers

A member of a risk assessment team responsible for creating project risk assessment process and procedures

A part of a super users team that supported and trained other project managers on a Oracle project management software

Developed a process for managing change control for projects

Worked with a variety of customers in Federal and commercial markets including but not limited to:

Lockheed Martin

Travis AFB

Arizona National Guard

WARCOM

Valley Metro Rail

Exelon

Alcatel Lucent

Freeport McMoran

Franklin Templeton

Holloman AFB

Hopi Indian reservations

Navajo Nation

Phoenix Elementary Schools

Indian Health Services

AZ Department of Health

Bureau of Land Management

US Fish and Wildlife

Disney

Army Corp of Engineers

Nevada National Guard

Washoe County Unified Schools

Ability CRM 5/08-6/08

CRM (Client Resource Management) Software Consultant

Project Manage the CRM implementation and installation for Small to Large companies

Business Analysis for CRM implementation

Documentation of business and technical Requirements for CRM implementation

Technical consultation for CRM( MS Dynamics CRM 4.0 or Sage Saleslogix) Implementation

CRM installation, customization and ERP integration

Data analysis and migration consultation

RFP analysis, response and recommendations

CRM software maintenance and support

Lewis And Roca LLP,Phoenix, AZ 7/07- 3/08

Technology Support Analyst

Train and orient all new Legal staff in proprietary computer software

Develop training materials using Snag it, camtasia, captivate and other multi media tools

Phone, walk-in and remote support for all legal staff on technical and computer issues and questions

Extensive experience and knowledge of time management and legal billing software, legal document repository software, legal document formatting, editing and creation, Voice over IP telephone software and equipment, Blackberry enterprise software and notifylink, Trial prep software such as summation and trial director,

Experience with media editing tools, video and audio editing and creation.

Support Citrix clients configuration and usage

W. P. Carey School of Business I.T., Arizona State University, Tempe, AZ 2/96 – 7/07

Web Administrator and Manager, Instructional Development Group 11/06-7/07

Managed Projects, Web page designs and implementations using MS SharePoint and MS Project.

Administrator for the W.P. Carey School of Business Web site

Manager of two full time web designers

Liaison between department directors, department web technicians and other Business I.T. Web and Database staff

Direct participation in creation of Web design and marketing policies and procedures

Responsible for Search Engine Optimization, analyzing and tracking of the W.P. Carey Website using Nettracker, Google Analytics and Sitewire

Administrator of, and trainer for Web content management software, Commonspot

Develop training materials for using HTML, Captivate/Camtasia and Blackboard modules

Designed web pages and web modules using HTML, Macromedia Fireworks, Adobe Photoshop, Xml, ColdFusion, Java and Flash

Participated in the reviewing of resumes, the interview process and the hiring of several full time staff members.

As a Manager, participate in decision making and brainstorming collaborations with other managers and directors.

Create mockups and designs for web pages in Adobe Photoshop, Marcomedia Fireworks, Dreamweaver and Commonspot.

Member of a project team responsible for the implementation and testing of People Soft CRM and E-Support/ Knowledge Base Modules. As well as evaluation of other CRM, Helpdesk and Knowledge Base Products.

Worked with outside vendors in acquiring CRM products, SEO Software, Content management Software, Helpdesk/E-support and Knowledge base software

Produced surveys, managed test pilot groups and gathered information about clients needs and preferences for E-support, FAQs and Website usage

Analyzed collected data and developed and managed the project and project plan for improving E-support,FAQS and Website usage.

Permissions, Accounts and Resources Team (PART) Manager 4/05-11/06

Collaborate and team with other technicians on technology support projects, imaging and development standards.

Second tier support for all computer account issues in the W.P Carey school of Business

Project managed the creation, deployment and operation of the PART team.

Participated in the screening and interviewing of applicants for various Technology Support Analysts and Technology Support Analyst, Senior positions

Develop instructional and procedural documentation for customers and other technicians using screen capture software, online videos, recordings etc.

Create, document and maintain account creation procedures.

Member of a project team responsible for the design and implementation of Windows Active Directory structure college-wide.

Lead in the project development of routine procedures, software implementation, software testing and documentation.

Maintained, created and managed all active directory group membership, affiliation, Exchange accounts and resource permissions and for all W.P. Carey school of Business, Staff, Faculty and Graduate students.

Use web development tools such as Microsoft FrontPage and Macromedia ColdFusion to create informational web pages and documentation for customer's technical orientation and training.

Technical Support Analyst, Principal, Manager MBA Online Support 4/04-4/05

Technology Support Analyst, Senior, Online & Corporate MBA Support 2002

Technology Support Analyst, MBA for Executives & Online Support 1998 – 2002

Computer Operations Supervisor, Business I.T. 1996 – 1998

Coordinated and collaborated with development and administrative teams for Online course delivery

Developed training material and trained Corporate and Online MBA students on online course delivery software, statistical software, and other web applications

Day-time and co-manager of the MBA online Support

Advised users on standard software, software tools and computer components for purchase and use.

Responsible for dealing with outside vendors for the team on issues such as billing and ordering of cell phones, the answering service, furniture, etc

Train and delegate tasks to Technology Support Analysts as Senior Analyst and situational team lead. Train other technical personnel on software installs and configuration.

Developed and maintained technical contacts with corporations involved in the Corporate MBA program.

Collaborate and team with other technicians on technology support projects, imaging and development standards.

Successfully represented the Online Support team at various off-site as well as on-site orientations.

Coordinated and collaborated with development and administrative teams for Corporate and Online orientations.

Supported the Corporate and Online MBA programs since inception

After September 2002, successfully filled team lead responsibilities, upholding all duties and tasks involved in supporting both the Online and Executive MBA programs while training two new employees

From 1999 to 2001, co-managed 10 Graduate Assistants and was solely responsible for selection and hiring.

Train and orient Online, Corporate and Executive students on software and laptop usage

Responsible for testing, ordering, building software images for and maintaining laptops for all Executive MBA students.

Acted as Online Support and Executive Support representative for the active directory implementation in the College of Business.

Facilitate the licensing and purchase of software for faculty for use in MBA courses.

From 1997 to 1998, co-managed 4 Graduate Assistants and delegated daily tasks

Responsible in obtaining software, student information for accounts and technology needs and materials for all Online and Corporate orientations

Member of a project team responsible for developing standardized process for computer imaging and configuration college-wide.

References available upon request

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