10 Yrs Project Management
Resume:
Louis K. Hatchett, Jr.
SKILL
YEARS USED
LAST USED
Experience with IT service management/operational
Current
Experienced Infrastructure/Migration Lead
Current
Strong experience utilizing ITIL framework
8 yrs.
Current
Project Management
10 yrs.
Current
ITIL Foundations Certification
6
Current
Active Directory
16 yrs.
Current
Office 365 Setup and Administration
6yrs.
Current
SUMMARY
ITIL Certified and Certified Six Sigma Green Belt IT Professional with more than 20 years of experience in vendor management, process improvement, and operations management ensuring operational performance and organizational goals are achieved.
Exceptionally detailed, organized and highly accurate professional with a unique ability to successfully manage multiple projects simultaneously and delivering projects on time.
Recognized for establishing procedures to successfully manage and complete complex projects and programs following ITIL standards and principles.
Demonstrated leadership, unconditional support of business objectives and computer office systems. Known for being self-directed and having a “CAN DO” attitude.
CERTIFICATIONS
ITIL Foundations Certification – 2013
Certified Six Sigma Green Belt (CSSGB) – 2012
Microsoft Certified System Engineer NT 4.0 and Windows 2000 (MCSE)
MCP
TECHNICAL SUMMARY
Microsoft SCCM, MECM/MEM experience along with Office Suite, ITIL, Active Directory, Cisco VPN, Connect Care, EPIC, Windows 7-10, MAC OS and imaging support Cen Trak, Citrix, COTS, Dame Ware, Remote Desktop, Beyond trust remote support software as well as SharePoint experience as a user.
Was the MAC Imaging resource for CARMAX and have experience with JAMF
Experience in a variety of ticketing/tracking tools related to IT Support
Demonstrates the ability to work closely with vendors to resolve issues and prevent them from reoccurring.
Experience assisting end users with a variety of technical issues including peripherals, mobile devices, printers, etc…
Experience with imaging of multiple platforms ie Windows 10/11 and Mac devices.
Experience supporting a Windows based enterprise including Windows 11, Office 365, Teams, OneDrive.
PROFESSIONAL EXPERIENCE
Richard Bland College/Maxonics (Converted to Full Time) May 2024-Pres
Hardware Specialist/EUC Support
Duties include but not limited to the following activities,
Installation of software applications and hardware as requested.
Possessing a broad understanding of customer needs and how to meet those needs.
Working to translate that knowledge gained by education and/or experience into benefits for the customer.
Communicates early and often with the customer keeping them informed of their issue or situation.
Responding to multiple customer and employee/contractor requests or demands.
Cooperates and works collaboratively towards solutions that generally benefit all parties and accomplish company/group objectives.
Working to troubleshoot and configure Mobile devices upon request. (Mainly IOS devices)
Resetting User account and passwords as needed along with day-to-day End user support.
Responsible for Asset Management and imaging new and old devices for new employees and students.
Responsible for imaging of multiple platforms i.e. Windows 10/11 and Mac devices.
Medical Leave February-May 2024
Richard Bland College/Maxonics (Contract) Dec 2023-Jan 2024
Hardware Specialist/EUC Support
Duties include but not limited to the following activities,
Installation of software applications and hardware as requested.
Possessing a broad understanding of customer needs and how to meet those needs.
Working to translate that knowledge gained by education and/or experience into benefits for the customer.
Communicates early and often with the customer keeping them informed of their issue or situation.
Responding to multiple customer and employee/contractor requests or demands.
Cooperates and works collaboratively towards solutions that generally benefit all parties and accomplish company/group objectives.
Working to troubleshoot and configure Mobile devices upon request. (Mainly IOS devices)
Provides Lan Security procedures.
Provides occasional guidance to less experienced Lan Teammates and coworkers.
Responsible for imaging new devices with Windows 10/11 and inventory management as well. Desktops and Laptops alike.
Dominion Energy/Astyra (Contract) June 2023-Oct 2023
LFS LAN Field Services Technician/Hardware Specialist/EUC Support
Duties include but not limited to the following activities,
Installation of software applications and hardware as requested.
Possessing a broad understanding of customer needs and how to meet those needs.
Working to translate that knowledge gained by education and/or experience into benefits for the customer.
Communicates early and often with the customer keeping them informed of their issue or situation.
Responding to multiple customer and employee/contractor requests or demands.
Cooperates and works collaboratively towards solutions that generally benefit all parties and accomplish company/group objectives.
Working to troubleshoot and configure Mobile devices upon request. (Mainly IOS devices)
Provides Lan Security procedures.
Provides occasional guidance to less experienced Lan Teammates and coworkers.
Responsible for imaging new devices and inventory management as well. Desktops and Laptops alike.
Imaging both windows 10 and 11 devices as well as data migration remapping network shares and adding printers.
CarMax/ Kforce (Contract) October 2021-March 2023
IT Analyst 1-- Hardware Specialist/EUC Support
Work with CarMax stores to help maintain computers, monitors, printers, fax machine, and cameras at each retail location.
Responsible for warranty repairs on Dell PC’s and laptops. In charge of submitting request for Kronos timeclocks to be repaired. Manage the repair and process of payments for Canon R5 cameras to be repaired for store photo booths.
Leads team with taking care of tasks for stores. Configures timeclocks and computers for team onsite at home office. Helps with home office tasks when needed.
Work with various groups within CarMax to help initiate new ideas for making processes more efficient and automated.
Maintain and manage hardware through an asset management system. Help with keeping inventory levels for team.
· Imaging both windows 10 and 11 devices as well as MAC devices
Created a process to be able to get hardware back from terminated employees. Setup a workflow with shipping to be able to send out boxes with return label and return to CarMax.
Help to train new contractors and work with them side by side so they can learn the processes of the team.
Responsible for maintaining a workspace for team in lab. Able to keep area clean and organized for others to use for imaging.
Mediate with engineering group to be able to take back old tablets and inventory scanners. Work with same team to be able to implement a process for new tablets and inventory scanners to be maintained in stores.
Collaborate with senior associates to come up with creative ideas on automating manual processes for our group.
Research problems with hardware and images that cause problems. Partner with other teams for a resolution
Asses the inventory needs for CarMax and make suggestions for future implementations.
Work on tactical projects as needed. Took the lead on making space for laptop projects to be done in lab. Able to put in place a process to keep laptops in storage and pull when needed to be built.
Providing technical support over the phone
User set up for Active Directory and various applications.
Printer Configuration remotely for use with multiple CarMax applications.
Imaging and preparation of new devices to be shipped to users or stores to replace old or defective equipment. In this role I can work onsite as well as remotely to assist user and store locations with day-to-day support for over 300 stores providing remote support for various vendors
Office 365 Setup and Administration
Lumber Liquidators October 2020-October 2021
End User Computing Support
Providing technical support over the phone
User set up for Active Directory and various applications.
Printer Configuration remotely for use with multiple LL applications.
Imaging and preparation of new devices to be shipped to users or stores to replace old or defective equipment. In this role I can work onsite as remotely to assist with network upgrade for over 300 stores providing remote support for various vendors
Office 365 Setup and Administration
Provide local and remote support for users in over 450 remote locations
Geico/ Robert Half Agency August 2020-October 2020
Migration Technician
Office 365 Setup and Administration
Provided support for the LAN technicians as well as end user workstations.
Resolved basic problems with computer and network systems.
Installed computer and network systems following set procedures.
Provided basic customer support for computer and network systems.
Imaging and deploying newly image devices running windows 10 equipment using SCCM for return-to-work program for Geico.
Volt/Maintech November 2019-July 2020
Data Center Server Technician - Installation, configuration and support of BOA Servers.
Provided onsite and remote support to all customers for the BOA Servers
Schedule installs and service calls as needed.
Responsible for Parts ordering and inventory control
Provided on call support as needed.
Repaired HP. Dell and IBM Platform servers
ASAP Business Systems Ashland, VA(Part Time) June 2019-July 2019
Sales and POS Technician - Installation, configuration and support of company sold POS systems.
Provided onsite and remote support to all customers for the specialized software and products we sell
Schedule installs and service calls as needed.
Responsible for quoting out potential customers needs and assisting with designing network configurations.
Provided on call support as needed.
Repaired devices in house as well as sent devices of for warranty repair when necessary.
Iron Bow Technologies, Richmond, VA December 2018 – June 2019
VITA Technician (Same job different company hired as a permanent team member)
Provided day to day support of state-owned devices including desktops, laptops and printer support and configuration.
Weekly migrations from Windows 7 to 10 using various imaging tools and windows apps for migration data.
Monitored and managed trouble queue was cited for great closure rate and response time.
Cited numerous times for excellent work going above and beyond.
Office 365 Setup and Administration
Great customer service skills always putting the users’ needs first when possible.
Signature Consultants, Richmond, VA (Part Time) June 2018 – September 2018
Wells Fargo Migration Tech
Provided day to day support of newly migrated devices from windows 7-10
Weekly migrations from Windows 7 to 10 using various imaging tools and windows apps for migration data.
Monitored and managed trouble queue was cited for great closure rate and response time.
Worked multiple shifts in order to make sure work was done with little impact on users’ workflow.
Astyra Corporation, Richmond, VA Feb 2018 – December 2018
VITA Technician
Provided day to day support of state-owned devices including desktops, laptops and printer support and configuration.
Weekly migrations from Windows 7 to 10 using various imaging tools and windows apps for migration data.
Monitored and managed trouble queue was cited for great closure rate and response time.
Cited numerous times for excellent work going above and beyond.
Great customer service skills always putting the users’ needs first when possible.
Slait Consulting, Richmond, VA June 2016 – December 2017
Windows 7-10 Migration Lead / IT Support Specialist for VA Lottery/Senior Desktop Analyst working with Lumber Liquidators on a POS Upgrade, Access Control Analyst
Served as the scheduler, installer and team lead. Trained Junior Team members in the assembly of the devices needing to be replaced.
Managed the project schedule and ensure all milestones and timeframes are met following ITIL standards. Attended strategy meetings to discuss alternative work solutions when problems arose.
Served as point of contact for any technical issues and report them to the lottery team when needed. Responsible for finding workarounds during outages and maintaining production.
Build out network closets from UPS installs to racking switches, cable management and stacking of switches. Create user accounts; create mailboxes and shares in Active Directory.
Provided support and guidance during the Datacenter relocation effort.
Provide permissions and access to for users for an international company.
Provided weekly progress reports to superiors and key stakeholders. Provided additional support to end users outside of the scope of the project.
Administered Office 365 and set up users to work with One Drive for Business.
Accomplishments:
Cited numerous times for excellent work going above and beyond.
Bylight Professional IT Services, Richmond, VA April 2015 – March 2016
RTLS Project Site Lead
Served as the point of contact and director of a project that introduced new technology at a VA hospital. Managed and directed total project scope from conception to completion.
Conducted onsite assessments to determine CenTrak CGL components needed in conjunction with InSite’s.
Performed onsite technical surveys, created design documentation and BoM; Coordinated services with local IT teams to gather data for server and static device installations.
Ensured appropriate installation scheduling and testing of devices for proper functionality.
Worked as the Liaison between the vendor and the hospital staff ensuring tasks were completed on time and within budget utilizing ITIL guidelines.
Conducted design review with Cen Trak, HP/VA and CenTrak Software & Device configuration on server. Oversaw the installation of 4000 devices, managed and trained a team of 5.
Accomplishments:
Recognized for requesting extra power resources to support device installation services.
VCU, South Hill, VA October 2014 – March 2015
Project Lead
Managed a team of four technicians, creating images, and planning and performing installs of new devices, printers, and legacy applications.
Collaborated with local IT team member to troubleshoot and resolve upgrade issues.
Worked with external vendors to ensure all timelines and guidelines were kept.
Assembled project team ensuring ITIL standards and practices were followed.
Regularly provided written and verbal progress reports and stakeholder updates. Assigned individual responsibilities for the project as needed.
Accomplishments:
Piloted an infrastructure upgrade project.
Bon Secours Health System, Richmond, VA November 2006 – October 2014
Site Manager
Directed all planning, implementation, and modifications of the regional IT infrastructure for three hospitals in the Bon Secours Richmond System, including five off-site locations, and 10 physician practices. Supervised project team and managed six external vendors.
Served as the project manager for the migration of 8,000-plus devices to Windows 7.
Executed a system-wide hardware and software replacement and updates.
Led the rebuilding and rescue of a failing IT department within the Hospital.
Established ITIL and enhanced standards for gathering data for trend analysis and reports.
Conducted performance evaluations, challenged team members, and served as a mentor.
Oversaw the day-to-day functional operation and support the END USERS at the facilities under my umbrella of locations.
Steered complex projects and programs from design and development to production.
Defined project resources, schedule, objectives, scope, schedule and budget. Established project charter and plan, including success criteria.
Coordinated systems testing, installation, training and support processes.
Implemented downtime and risk management plans for hospital data center.
Managed a team of technicians through development and the oversight of the systems strategic mission. Responsible for day-to-day tactical team decisions and knowledgeable of help desk call tracking management systems.
Led the first EPIC install in the Richmond Market for Bon Secours of Virginia.
Recognized for increasing internal client satisfaction by cultivating long-lasting relationships.
EDUCATION
Colorado Technical University, Colorado Springs, CO (52 credits) Business Management, Information Systems
Computer Processing Institute, Paramus, NJ
Computer Repair & Troubleshooting
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