Technical Support Mechanical

John Scott Hankins

**** ******** **. . ********, ******* 30008

Mobile: 512-***-**** . Email: *************@*****.***

Design/Drafting and Geographical Information Services Professional currently

completing Associates of Applied Sciences in AutoCAD. 15 years of experience

managing complex projects and performing installations, troubleshooting and

hardware and software maintenance within the IT field. Knowledge of architectural,

civil and mechanical drafting utilizing programs such as AutoCAD and Inventor.

Excellent time management skills and attention to detail.

Areas of Strength

Architectural & Civil Vue Infinite Troubleshooting

Drafting via AutoCAD 3DS Max & Showcase Software & Hardware

Mechanical Drafting via ArcGIS v.10 & Microstation v.8 Installation

Inventor Wired & Wireless LAN Networks

Education

Austin Community College, Austin, Texas

Associates of Applied Sciences (2010- May 2014)

Relevant Projects:

Visualized and designed residential subdivision from the ground up

Designed and managed drawings, plotting, and plan sets for water, waste water

system, and storm water system for residential subdivision

Relevant Classwork:

Architectural Drafting Water and Wastewater Drafting Introduction to

Mechanical Drafting Drafting for Stormwater Geographic Information

Civil Drafting Management Systems (GIS)

Technical Drafting Civil Illustration and Topographical Drafting

Animation

Professional Experience

Advanced One, Austin, TX

02/2012 to 08/2012

Drafter

. Updated fiber cable line maps for the state of Texas

The Home Depot, Austin, TX 09/2007 to 01/2010

Level 2 Technical Support

. Updated technical and procedural knowledge base articles to ensure

accuracy and to enhance job performance

. Provided proactive support to Level 1 and Level 2 agents on technical

issues

. Trained new Level 1 and Level 2 agents on policies and procedures,

work direction, and problem resolution

. Assisted with the Product launch of a new ticket system improving

efficiency and response time

. Participated in the testing / QA phase of new ticketing system and

suggested and implemented improvements

. Documented and logged all contacts and actions into database per

specified guidelines

John Scott Hankins Resume, Page 2

Wayport Inc., Austin, TX

01/2005 to 07/2007

Level 2 Technical Support

. Provided technical support for end users connecting to Wayport's wired

and wireless networks including troubleshooting of computer networking

and network hardware

. Collaborated and supported Level 1 and Level 2 agents on multiple

projects simultaneously

. Team Lead and Acting Supervisor of overnight shift

. Created overnight shift schedule, handled escalated technical issues

and provided direction to colleagues

. Processed all refunds handled by Customer Support team

Superior Staffing Services, Austin, TX 07/2004 to

11/2004

Technical Services (contracted to MD Anderson CC)

. Provided technical support and resolved problems to the end user's

satisfaction via phone or at desktop locations

. Refreshed current computers with most up to date operating system and

software, and backed up user data to tape and DVD

. Installed, connected, and set up newly purchased hardware and

troubleshoot all issues in a timely manner

. Replaced computers currently in use with newly acquired units,

migrating user information from users' old computer to new one

. Maintained inventory of all equipment, software and software licenses

Taos Mountain, Inc., Austin, TX 09/2003 to

05/2004

Computer Disposition Technician (contracted to Applied Materials)

. Identified hardware failures and removed intellectual property from

computers leased from IBM in the Austin area prior to being returned

to the vendor

. Assisted Helpdesk Support Technicians with responding to IT tickets

and resolving technical issues

. Modified configurations, utilities, and software default settings for

local workstations

Apple Computers, Inc., Austin, TX 11/1998 to

03/2003

Technical Support Specialist

. Created a technical support role to provide troubleshooting

instruction to beginning agents

. Developed and conducted ongoing training to maintain agents' technical

knowledge and kept abreast of current software trends and new

technology

. Instituted new policies and procedures along with technical and

procedural articles to enhance efficiency and job effectiveness

. Created information channel for Senior Agents regarding research

developments in iMac/eMac support

. Supported Senior Agents with technical issues and engineering

developments for iMac/eMac product lines

. Organized and conducted staff meetings and assumed other management

duties in the absence of supervisor

Contact this candidate