James Hawkins Email and Phone Number

Implement and manage support strategies, including service level agreements matched with custom support models designed to maximize quality of service for a diverse client base. Plan and manage all on and off-site projects, specializing in the implementation and fine tuning of strategic support solutions in medium to large 1000+ user environments.Provide hands-on support when needed in all areas of desktop, hardware, software, operating system and peripheral support. Provide daily trouble-shooting in the full range of operating system; hardware/software; connectivity and network related problems. Achieving maximum team performance, through the gentle implementation of bullet-proof call tracking, and dissemination procedures is job number one. Being prepared for worst case scenarios, and implementing redundancies ensures the no failure tolerance in our organizational strategy. Critical operating redundancies and precise team integration make the most of existing resources, while standardizing and performing regular customer follow-ups to ensure peak performance and 100% customer satisfaction.

Implement and manage support strategies, including service level agreements matched with custom support models designed to maximize quality of service for a diverse client base. Provide hands-on support when needed in all areas of desktop hardware software, operating system and peripheral support. Serve as supervising analyst and provide hands-on support in all areas of desktop hardware software, operating system and peripheral support. Provide daily trouble-shooting in the full range of operating system; hardware/software; connectivity and network related problems. • Manage team of 6 in-house technical specialists.• Provide guidance to techs to ensure correct fix implementation• Implement custom helpdesk solutions

Ensured that all support issues within this 400+ Windows 95/98/NT/Novell legal environment were properly addressed. Managed a group of five analysts, coordinated support efforts of entire department, interfaced and followed up with users and department heads until all problems were fully resolved to client’s satisfaction. Existing technical issues were addressed while ensuring that new problems were not introduced into the environment. This was accomplished through standardizing fixes for common or chronic technical problems, firming up our technology and the infrastructure used to roll it out. • Implemented custom Helpdesk solution• Selected vendors to address critical or specialized issues• Provide guidance to techs to identify and implement correct solutions

Responsible for ensuring the resolution of all end user support issues within this 1100 user, multi-location, Top-5 Word-Wide ad agency. Upon taking position our group was faced with over 120 service calls per day, which was slashed to a scant 20 calls per day within six months after organizational restructure. Managed a group of eight analysts, coordinated support efforts of entire department; interfaced and followed up with key IT Department heads, the heads of other departments, including the President, end users and key IT team members. From this vantage point synchronicity and responsiveness throughout the resolution process was perfected while building end-user confidence and Support Team morale.• Twice promoted for exceptional performance• Managed the allocation of a $10,000 per month budget• Worked closely with analysts to correctly identify and resolve issues.• Eliminated waste and maximized group effectiveness during budget cuts• Provided last level support for any and all mission critical issues

Provided daily level 1 and level 2 user support. This technician’s day to day troubleshooting activities represented over 60% of all closed calls reported to the IS Help Desk in New York. Most issues involved general network administration; PC and printing related problems based both in-house at the main office as well as regional offices around the country. Other responsibilities included the training of users, implementing new software rollouts and upgrades.• Closed 60% of all support calls company wide• Coordinated rollout and set up of new systems

Provided PC systems support, troubleshooting and responsible for PC systems setup and testing.• Assist with systems rollout, configuration and testing• System evaluation, selection and implementation