Customer Service Project

JONATHAN N. HAWKINS

**** ***** *****

Louisville, KY. 40218

(H) – 502-***-****

(C) – 502-***-****

Email: ************@*********.***

Text: **********@***.***.***

SUMMARY

Highly motivated and results-oriented professional with exceptional leadership, customer service and communication skills. Extremely self-sufficient but also team-oriented. Interpersonal skills to work effectively with others on a local and national basic Experienced in leading and motivating technician I work with on projects. Developed solution to unusual and difficult problems. Ability to organize, plan and document tasks. Excellent understanding of IT Terminology. Strong background in PC Roll Out, installations, upgrades and break fix on desktops, laptops, servers and printers. Solid track record of consistently meeting and exceeding company objectives and expectations.

Specialties

• Installation of Cisco Routers and Switches

• Servers: Dell, HP, Compaq, IBM

• Dell, HP, Compaq, IBM, Gateway, Lenovo Desktop & Laptops

• Lexmark, HP and Xerox Printers

• Windows Workstation XP,2K

• Project Leader

• Installer and Break/Fix Support and full rollout

• POS Systems

• Most all web browsers

• End user Lotus Notes migration

• Networking – TCP/IP

• Windows Server – NT, 2000, 2003

• Windows O/S – 9x/XP/2000/Vista/7

EXPERIENCE

December 2011 to Present, Global Resources/Sarcom/Insight Services/Chase Bank (Contractor)

Under limited supervision, repaired PC in branches of Chase Bank in Louisville, KY. Repairs include replacement of power converter, system board, hard drives, microprocessors. Participated in Chase’s remodeling project of various branches. Responsibilities included removing all platform or teller PC’s then reinstalling them once remodeling was complete. Installation of new customer service center PC’s and imaging of new machines. Repairs also included replacement of server system boards, power converters, and hard drives. Responsible for all paperwork and returning of all defective part via UPS.

January 2012 to March 2011, PNC Bank Team Lead (Contractor)

Returned to PNC Bank as a Team Leader for a team of 4 technicians was responsible for overall project and performance of team members. The project consisted of replacement of all teller and platform machines as PNC Bank disposed of old National City Bank leased equipment from merger. PC’s were placed and imaged out of the box by the technicians and then turned over to PNC bank personnel for testing. Responsible for team members attendance issued resolution, time reporting, and maintain excellent customer service with PNC bank personnel throughout the entire project. Performed upgrades in 10 branches.

October 2011 Wellpoint/Xerox (Contractor)

Technician in an “all-in-one upgrade” for Wellpoint (Blue Cross Blue Shield of Kentucky) for the Xerox Corporation. In a team of 4, dpeloyed and configured 41 Xerox 5150, 5335, 3550, and Colorcube machines and deployed machines for employee use. Trained employees who were unable to attend formal Xerox training during deployment. All logistical paperwork associated with installation and testing of equipment once new machines were installed. Removal, staging and inventorying of old Canon machines for return to lease company and non-essential fax machines and miscellaneous equipment (desk side printers, toner, and wiring) for sale to refurbishing company (approximately 320 devices).

July 2011 Insight Global/Cardinal Healthcare

Performed site survey for Cardinal Healthcare, a provider of nuclear medicines to hospitals and rehabilitation centers, for pending upgrade to all laptops and P.C.’s. Inventoried all software and hardware including printers and attached medical devices.

March 2011 – Staffing Solutions/University of Louisville School of Dentistry

Under an 82 Million dollar investment and general supervision at the University’s School of Dentistry, installed wiring, touch screen monitors, thin clients, new signature pads and associated equipment, extender cabling for all devices including signature pads, and digital touch screen monitor extended wiring to comply with the University of Louisville’s green initiative . Participated in the removal of thin clients from the schools prosthetic clinic in preparation for remodel.

November/December 2010 – PNC Bank, Louisville, KY.

Lead Technician for replacement of old PNC and National City laptop and desktop computers. Migrated data either by script (old National City Bank leased equipment) or manually (old PNC Bank leased equipment). Migration of all critical Lotus Notes files from Notes 6.5 to Notes 8.0. Responsible for setting of all appointments for actual migration and returning of old retired equipment via FedEx, wiping of old hard drives before shipping, and removal of imaged version of Java and rollback to older version of Java so that PNC applications would run correctly.

August/September 2010 – Republic Bank, Louisville, KY.

Technician for Server/PC refresh project. Assisted in replacement of computers for expired leased computers and installation of new leased equipment and to make sure old equipment was properly returned to lease company. Traveled to remote sites when equipment was failing for equipment replacement or part replacement.

August 2010 – Cummins Crosspoint, Louisville, KY.

Lead technician for refresh project of 20 desktop and 28 laptop computers. Responsible for data backup and restoration via script. On site data destruction of all legacy equipment and all logistical work

December 2009, Smart Source, West Chicago, Illinois, Team Lead PC Refresh Project.

Team leader for PC refresh project of 25 staffing PC’s at Health South Rehabilitation Hospital, Elizabethtown, Kentucky. Oversaw joining each machine to domain, staging, backing up data, restoration of data, and testing with end user. All logistical paperwork including writing down of all computer names, serial numbers for asset disposal.

September 2009 to November 2009, Statistical Data Clerk, U.S. Census, Jeffersonville, Indiana

• Data transcription for erroneous data sent in from enumerators across the United States.

• Trained in all phases of processing census data from receiving to document destruction.

• Assisted in other jobs as assigned.

November 2004 to August 2009, Independent Contractor, Louisville, Kentucky

• Global Resources/Greyhound Bus Lines. Installed 20 PC’s and 20 monitors, transferred associated data between old and new machines via a two machine site created LAN. Prepared old machines for return shipment. Installed mainframe printing ability.

• Global Resources/Chase Bank. Team Leader of 4 technicians in Seattle, WA. Responsible for supervision, inventory, testing of new equipment, installation, and preparing of old equipment for shipping to national return center, keeping all logistical records, and support to customer after installation.

• Insight Global/PNC Bank. Team Leader for 8 PNC branch banks for PC refresh project. Installed 70 PC’s for teller, management, and customer use. Responsible for all paperwork, timesheets, and on site management.

• Manpower - initial application and training for UPS - Installed and imaged 34 desktops, monitors, laptops and cable management, Installed CISCO switches and associated shelving.

• McDonalds - deployment of eight Servers in restaurants in the Louisville area, cable management of all existing devices, installed UPS device, shipment of old server back for disposal

• Wayne Supply Company (Caterpillar) - Assisted in a 700 PC/Laptop/Printer (HP All in One Centers)

• Kindred Health Care - Desktop Support during rollout of their new remote access web site

• Kohl’s Department Store - installation of file servers including rack mount, retirement of old file servers, electric and network cabling

• Chase Banks Southern IN and Louisville, KY - PC Technician for replacing Liebert backups for Server imaging and installation for Advance Auto Parts retail stores

• Home Depot in the Louisville and Elizabethtown, KY for 2020 Project - replaced PC’s, removed old equipment, recorded serial numbers and returned old equipment for refurbishment

• Wal-Mart’s replacing POS systems from removal of unit from packaging through units final testing, rewiring as needed

• Big Lots - replacing files server and POS machines and File Server

• Kohl’s Department Store. Team member responsible for replacing NCR POS systems, backups, wiring and deployment of new IBM POS system for Packaging of old POS system for shipment back to Kohl’s Warehouse

• Target. Replaced servers and ISP server in each store in Louisville, building racks to place servers and installation of new K/V switch to handle multiple servers on one keyboard, inventory equipment, photographing, inventory, packing and palletizing of old and excess new equipment for return

• BB&T Banks in Louisville and Eastern KY, project technician for migrated teller and management machines from Windows NT workstation to Windows XP, replaced older machines and imaged to BB&T proprietary software for redeployment. Installation of printers and replacement of Cat 5 cabling

• Lexmark Laser Printers, Louisville, KY - diagnosing problems with laser printers, replacing parts, cleaning printers for redeployment, tracking parts from stock and reporting all irregular stock to management.

• Cabinet for Health and Family Services -Technician for rollout transferring files for state caseworkers to file server, imaging and replacement of internal non-functioning devices (e.g. bad floppy drives and CD devices), deployment of new HP/Compaq computers, adjusting Microsoft Office to reflect individual users needs, installing network printers

• CompuCom Project required un-boxing, recording of all current machines (e.g. property ID, model and serial number), setting up new machine which included migration of existing data and deployment

• SHPS to perform Replacement, upgrading, imaging, and building of PC’s

• National City Bank - Replaced hard drives in computers and network server battery back-ups in 15 branches

August 2003 – November 2004, Jefferson Community College, Louisville, KY

COMPUTER LAB MANAGER, part time

• Assisted staff, faculty, and student in establishing email and LAN account

• Performed installation of course specific testing software and updates to Microsoft Office

• Web based testing and attend classes for assignments and testing

• Rewrote two textbooks from Course Technology so that instructions for web based students were applicable

July 1999 – July 2003, Independent Consultant, Louisville, KY

COMPUTER INSTALLATION TECHNICIAN, Temporary Assignment

• Upgrade Norton and Kosair Children’s Hospital’s rollout of new patient profile system “Care-Link”

• Deployment of new computers, scanners, wireless Ethernet clients, and hardware/software upgrades to existing PC’s to handle new patient system software

• Testing and reporting of deployed equipment

November 1999 – March 2003, Independent Consultant, Louisville, KY

• Assisted customers with appropriate hardware and software for home, business, and educational use

• Recommended software and hardware for college bound students

• Upgrading and repair of existing equipment

July 1999 – November 1999, Thornton Oil Corporation, Louisville, KY

NETWORK ADMINISTRATOR – Y2K PROJECT

• Migration of Novell file server to Windows based system

• Creation of all email (Exchange) and LAN accounts on Windows NT file server

• Preparation of workstations and laptops for remote use and troubleshooting

• Network administration and upgrading

• Guidance to individual employees on Excel, Word, Access, and company proprietary software

• Testing PC and Laptops for Y2K compliance

EDUCATION

Sullivan University, May 1991, Louisville, KY

Associate of Science in Accounting and Business Administration (Maintained 3.01/4.0).

Jefferson Community College June 2000 to November 2004, Louisville, KY

• Information Systems/Network and Information Systems (CISCO & Microsoft Concentrations).

• Participated in Systems Analysis/Change Management simulation from John’s Hopkins University, a component of Change Management and Design course.

Indiana University Southeast, Present, New Albany, IN

• Currently not attending however I have a strong desire to return once full time employment is gained.

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