MICHAEL HAWKINS MCSE+I, A+

*** ** ***. ** 403-***-****

Calgary, Alberta T2M 1N1 ac157q@r.postjobfree.com

CAREER HISTORY:

SAIT Jan 2016 – June 2017

Technical Support

Deploy new computers to classrooms in Health and Safety Dept., using auto

deployment tools, troubleshooting computers, network connections and printers.

Inventory control, work in a team environment.

Work in a team environment

Microage outsourced to ScotiaBank Jan 2009 – Dec 31 2014

Performed complex tasks and participated in complex corporate environment

Worked in a IBM structure, doing Deskside support for a multitude of users and departments

Cascaded laptops from XP to Win 7 for roll out, remote access using Citrix

Managed inventory as a remote technician

Co-ordinate calls in relation to client's needs

Troubleshoot Lenovo desktops, MFP printers and laptops and repairs within a time frame

Interact with helpdesk and other echelons of IT infrastructure

Troubleshoot networking issues, install and configure software for specific departments

Certified in Lexmark printers and Lenovo products ie laptops and desktops

Perform IMAC tasks, disposals and roll outs

worked as remote technician

Honeywell Engineering (contract) Jan. 2008 –Dec.2008

Deskside Support:

used Remedy 6 to respond to call procedure pertaining to Honeywell IT services

reimaged laptops new and end of lease, for deployment with pertinent software and procedures

Provide technical support to customers with laptop or desktop computers.

Provide hands on, as well as remote technical support via telephone or remote access.

Performed installation, repair and maintenance of PCs and related software, Honeywell standards and accepted industry practices.

Troubleshoot and expeditiously resolve hardware and software issues, and identify root cause of problems when related to personal computers, minimizing disruption to the users.

Provided second level support on issues escalated from the Service Desk.

Worked closely with the Service Desk to provide seamless customer support.

Worked closely with infrastructure and application teams to ensure timely delivery of service.

Demonstrated initiative and maintain a high degree of professional conduct at all times.

Performed complex tasks and participate in complex cross-area/functions and activities.

Troubleshoot centrix phone system to dmarc room, create documentation

Point of contact for Xerox techs for Xerox 7665, WS Pro 5665

Jan. 2001- Jan.2008

Self employed for 9 years providing computer support for home and small businesses

Provided small businesses with computer support including Server 2003 install, Active Directory, network troubling shooting, including the Dmarc room,VOIP phone setup, Proprietary software computer and office suite training, data backup software, bookkeeping, marketing, VPN., Network Administration

City of Calgary Deskside Support (term position) (contract) April 00 – Nov.00

Determined PC hardware and software issues in relation to the Network

Install appropriate departmental image and configure to needs required

Troubleshoot printing problems and various software IE:Outlook 2000,

Office 2000 Suite

Respond to Remedy 4.x queue pertaining to everyday computer issues

Work within a team environment with a positive and constructive attitude

City of Calgary ITS (term position) July 98 - June 99

Network Technician:

Determined PC hardware and software issues in relation to the Network

Configured & installed SNA controllers, cabling & modems

Maintained end user and printer connectivity in a LAN/SNA environment

Coordinated services of outside vendors

Responded to Remedy call procedure software

Provided backup support to City of Calgary help desk

Maintained inventory databases and work in a Team environment

• Perform IMAC Services (desktops, notebooks and printers)

Compugen Systems contracted to the City of Calgary Jan.1 97- July98

End User Support:

Configured desktop PC ‘s with Win 95,98 & NT and required software

Troubleshoot hardware/software issues

Roll-out new PC’s and inventory management

Trained clients on new operating systems and Internet access

Performed HP printer repairs, basic software training

PCService Partners: (Term Position) Sept. 1995-Jan. 97

PC Technician:

Performed various computer tasks and cabling offices

Implemented Telus roll-out; installed debit machines

Data Card Canada Inc.: (Term Position) Jan. 1994-Apr. 95

System Installer:

Roll-out computer equipment throughout Alberta for Alberta Registries for

“ One Part” drivers license

Physically setting up equipment and configure two computers to outside network

Training staff with 2 hour course on new equipment and new features.

Xerox Canada Ltd., Calgary 1982-1993

Senior Service Representative:

Provided customer service and maintenance support for sophisticated high volume photocopying equipment to over 60 business clients.

Performed preventative maintenance service.

Responded to client problems and equipment breakdowns through problem diagnosis and repairs

Scheduled maintenance service and retrofits with business clients to fit their needs.

Participated in team environment

Dealt with other related client issues

EDUCATION & PROFESSIONAL TRAINING:

MCSE+I Certificate, A + Certified, recent completion of Windows 2012 Server and

Application Infrastruture (SAIT);

Windows Server 2003 Administration, Workstation, Active Directory, Server Networking,

Apps Infrastructure

Appliance Servicing and Instrumentation Algonquin College, Ottawa

MS Access, Word, Excel 2000 Southern Alberta Institute of Technology

Introduction to “C “ Programming, Southern Alberta Institute of Technology

Introduction to Unix, Southern Alberta Institute of Technology

Leadership Through Quality, Xerox of Canada

Product-Specific Technical Courses, Xerox of Canada

Dale Carnegie Public Speaking Course, Calgary

HP Printer Certified, Lexmark certified, Lenovo certified, MCSE and A+ certified

ADDITIONAL SOFTWARE TRAINING

Netview, 3270 QWS SW. (mainframe utility), Partition Magic, Ghost, Norton Utilities,,Remedy 6

Outlook 2010 & 13, Internet Explore 10, Chrome, MS Office Suite 2010, Enterprise & SMS Admin., SCCM, Linux, MAC Pro, PC Anywhere, router configuration, Server 2003, Symantec Backup, Citrix, Active Directory, VM Ware, Windows 7 roll out, MS Exchange, Citrix, Blackberry phones, VPN, Operating Systems: Windows XP Pro, 7, 8.1,10, Android

Recent Graduate:

Windows Server Administration:

Windows 10 Workstation, Server 2012 Administration, Windows Server 2012 Networking, Active Directory 2012, Application Infrastructure 2012, Remote Desktop Access

TESOL – English training certificate Bow Valley College (August 2017)

Volunteer Work:

Volunteering in an ESL computer lab at Bow Valley College

Preparing to write the Itil V6 Foundation Exam (Basic)

Languages: Spanish

Contact this candidate