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Keith Hawkins
Grand Junction,CO
Summary
Enthusiastic technical support professional with broad background in desktop, mobile, and server support, as well as cloud technologies such as Azure and Office 365.
Overview
19
19
years of professional experience
Work History
Information Technology Technician
Grand Junction Housing Authority
Grand Junction, CO
12.2015 - 04.2022
- Was involved in the migration from Skype for Business to Microsoft Teams
- Managed phishing awareness training, testing, and reporting to GJHA executive team
- Maintained Windows Servers
- Performed troubleshooting and repaired peripheral devices such as printers, PC's and mobile devices
- Performed maintenance tasks on PCs, networks and mobile devices.
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
- Configured systems according to prescribed software and hardware frameworks.
- Onboarded new users to internal systems by providing network credentialing, desktop and laptop usage.
- Decommissioned outdated equipment, referring devices to appropriate recyclers or disposal personnel
Tier 1 Technical Support Representative
Sequent Information Systems
Grand Junction, CO
08.2015 - 10.2015
- On-Call server alarm response team
- Configured hardware, devices and software to set up workstations for clients.
Tier 1 Technical Support Agent
Career Connection Inc. (CCI)
Boulder, CO
01.2013 - 12.2014
- Contracted for British Petroleum, Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Provided phone support for Windows 7 and Windows XP computers and applications
- Remote troubleshooting via GoToAssist
- Mobile device specialist (Blackberry, iOS, Android, Windows Phone)
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
Senior Technical Support Representative
Seagate
Longmont, CO
01.2007 - 12.2009
- Recognized for efficient, compassionate service with exacting technical insight and problem solving
- Provided phone and remote end user support of Seagate/Maxtor and Quantum software and hardware products
- Corporate account retention and escalation
- Broke down and evaluated user problems, personal expertise and probing questions.
Tier 2 Technical Support Specialist
Maxtor
Longmont, CO
01.2005 - 12.2006
- Provided technical support to customers and fellow staff members who were experiencing system related problems regarding Maxtor hard drive equipment
- Worked as engineering team liaison for end users during resolution process
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Mentored less experienced team members to improve customer responses and work towards one-touch tickets.
Escalation Specialist
EDS, Electronic Data Systems
Longmont, CO
01.1999 - 12.2004
- Production trainer and mentor for all current and newly hired employees in computer systems, setup, and operations
- Responsible for writing technical documents for external and internal use, published through web database
- Training agents for multiple Quantum storage products during the Maxtor, Quantum merger
- Investigated and resolved customer inquiries and complaints quickly.
Education
Licensure - Elementary Education
Metropolitan State of Denver
Denver, CO03.2011
Bachelor of Science - Recreation Administration
University of Northern Colorado
Greeley, CO12.1996
Associate of Arts -
Aims Community College
Greeley, CO12.1993
Skills
- Microsoft Windows 8-11
- Microsoft Windows Server 2012-2019
- Microsoft Exchange
- PowerShell
- Printer/print server support
- User security training
- Computer Help desk support
- Azure
- Computer networking
- VoIP phone setup and provisioning
- Office 365
- Computer Hardware Knowledge
- Printers and Peripherals
- Software Patches
- Microsoft Active Directory
- Mobile Devices
Timeline
Information Technology Technician
Grand Junction Housing Authority
12.2015 - 04.2022
Tier 1 Technical Support Representative
Sequent Information Systems
08.2015 - 10.2015
Tier 1 Technical Support Agent
Career Connection Inc. (CCI)
01.2013 - 12.2014
Senior Technical Support Representative
Seagate
01.2007 - 12.2009
Tier 2 Technical Support Specialist
Maxtor
01.2005 - 12.2006
Escalation Specialist
EDS, Electronic Data Systems
01.1999 - 12.2004
Licensure - Elementary Education
Metropolitan State of Denver
Bachelor of Science - Recreation Administration
University of Northern Colorado
Associate of Arts -
Aims Community College