Calvin Hawkins

• Supported desktop users in Memphis utility gas, water, and electric operations, ensuring seamless daily operations.
• Resolved hardware, software, and network issues through service desk tickets, enhancing user experience and minimizing downtime.
• Installed and configured computers, printers, and peripheral devices for staff.
• Supported users with virtual machines, creating profiles for new users to facilitate quicker onboarding and access.
• Managed deployment of virtual machine software to optimize resource utilization.
• Also supported and managed Microsoft Office user accounts, licenses and cloud security

• Managed configured and Secured Microsoft cloud environments, accounts, devices and subscriptions
• Tested application updates prior to deployment across Assurant business systems.
• Supported Assurant computer systems and addressed daily user support requests to ensure operational continuity.
• Created and deployed system images for new laptops to streamline setup and configuration process.
• Updated and maintained Microsoft Office products to enhance user functionality and experience.

• Generated reports on network and systems performance, costs, and downtime issues to identify improvement areas.
• Assessed technology innovations to implement cost-effective solutions that enhanced operational efficiency.
• Analyzed complex project server issues and worked on large enterprise and business-critical applications.
• Provided company-wide desktop and remote help desk support.
  Setup and configured Microsoft Exchange Server mail system.
  Ensured data/media recoverability by implementing a schedule of system backups and database archive operations.
  Managed the integration and testing of multimedia broadband components such as digital video (MPEG-4) and audio for educational online applications.
  Managed the day to day IT troubleshooting for users both locally and remotely
• Building, configuring, patching, upgrading and troubleshooting of physical and virtual Linux servers (rack mounts/blades, and VMs)
  Building, configuring, patching, upgrading and troubleshooting of physical and virtual Windows servers (rack mounts/blades, and VMs)
  Taking care of backup, off-site tape storage, inventory-asset management
  Investigating, resolving and closing user-reported PC problems and application issues through our ticketing system
  Supporting users in the use of computer equipment by providing necessary training and advice
  Installing, configuring and deploying new PCs & Servers
  Providing a high level of customer service at all times

• Rebuilt/configured the secret/SCI workstations and servers;Installed and developed security baseline policy & documentation procedure.Performed security validation, penetration testing, and other technical tasks to identify risksInstalled imagery and satellite software along with development tools for user access.Maintained and managed the secret/SCI lab and network configurationsPerform preventive maintenance, software/hardware upgrades, patch maintenance and firmware upgrades.
• Implemented corrective plans for network performance issues, enhancing availability, utilization, and latency.
• Led server infrastructure development, quality assurance, staging and production systems.
• Developed and implemented RF wireless LAN (WiFi) network. Developed disaster recovery plans. Oversaw operation of AS/400 eCommerce ordering printer bank to ensure efficient printing processes. Designed, developed and implemented shipping system supporting over 50,000 shipments per day.
• Rebuilt/configured the secret/SCI workstations and servers; Installed and developed security baseline policy & documentation procedure. Performed security validation, penetration testing, and other technical tasks to identify risks Installed imagery and satellite software along with development tools for user access. Maintained and managed the secret/SCI lab and network configurations Perform preventive maintenance, software/hardware upgrades, patch maintenance and firmware upgrades.

• Performed regular maintenance and testing to service and optimize complex computer systems, applications and environments.
• Trained new system users and employees in classroom sessions to enhance system knowledge and operational expertise.
• Partnered with cross-functional teams to conduct discovery and due diligence on existing processes, identifying areas for improvement.
• Managed quality assurance program through on-site evaluations, internal audits, and analysis of customer surveys to ensure service quality.
• Delivered professional persona and attitude at all times, even when dealing with unhappy or irate individuals, to meet and exceed company objectives.
• Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance.
• Developed and executed targeted relationship and account development strategy.
• Converted community contacts into potential clients through networking, consistency and credibility.
• Welcomed visitors to office, communicated arrival to team and managed visit expectations.

• Administered, supported and monitored databases by proactively resolving database issues and maintaining servers.
• Maintained server performance by actively monitoring network and firewall systems both on-site and off-site.
• Coordinated with project management on database development timelines and project scope to align project deliverables.
• Coordinated with systems partners to finalize designs and confirm requirements.
• Maintained and developed bug fixes and patch sets for web applications to enhance system stability and performance.
• Directed onsite training for business users to maximize productivity.
• Created workflow charts and diagrams to guide production team in meeting client deadlines.

• Directs day to day operations for group of System Administrators through assignment of specific tasks and duties to individuals in support of the warfighter.Manages and develops new employees assigned to shift. Managed goal setting, training, career planning, and job development for new employees. Provided regular feedback as well as written evaluations to measure and track progress.Developed process improvements and other enhancements that improve operational efficiency as well as ensure data security.
• Recommended information technology infrastructure overhauls to improve system reliability and performance.
• Implemented corrective plans for network performance issues, enhancing availability, utilization, and latency.
• Migrated data from legacy system to SQL Server 2008 databases using SSIS to overcome transformation constraints.
• Directs day to day operations for group of System Administrators through assignment of specific tasks and duties to individuals in support of the warfighter. Manages and develops new employees assigned to shift. Managed goal setting, training, career planning, and job development for new employees. Provided regular feedback as well as written evaluations to measure and track progress. Developed process improvements and other enhancements that improve operational efficiency as well as ensure data security.

• Enhanced availability of infrastructure through enterprise-wide planning, thorough testing, efficient implementation and comprehensive support.
• Implemented, developed and tested installation and update of file servers, print servers and application servers in all departments.
• Established network specifications, analyzing workflow, access, information, and security requirements to enhance system reliability.
• Planned, implemented, and maintained a Windows domain based infrastructure
  Developed software used by employees to complete day to day tasks, reducing the time for completion from over 1 hour to under 10 minutes.
  Trained new employees on software and company procedures
  Created online documentation to help employees resolve day-to-day issues
  Worked with employees to resolve "unsolvable" support requests

• Organized system infrastructure documentation and operating procedures to strengthen controls and enhance performance.
• SENIOR LEAD IT SYSTEMS ANALYST
  Performs forensic analysis of digital information and physical evidence
  Observes proper evidence custody and control procedures, documents procedures and findings and prepares comprehensive written notes and reports
  Provides specialized support by gathering, handling, examining, preparing, entering, searching, retrieving, identifying and/or comparing digital and/or physical evidence
  Perform network security monitoring and analysis, identifies suspicious and malicious activities, identifies and tracks malicious code (including worms, viruses, Trojan horses, etc.), enters and tracks events and incidents
  Develops, researches, and maintains proficiency in tools, techniques, countermeasures, and trends in computer and network vulnerabilities, data hiding, and encryption
  Utilizes software applications for the analysis and processing of digital images
  Knowledge of LANs, VPNs, Routers, firewalls. Applies knowledge of current IA policy at the national IA structure, roles of major organizations how they interrelate and interact, and shortcomings in this structure
• Evaluated and adopted new technologies to align with evolving industry needs.

IT SYSTEMS ANALYST LEAD
10/1995 – 09/1996
Work with the Line of Business and developers to execute scheduled tasks during each development cycle according to the SDLC (Software Development Lifecycle)
Perform in an Analyst Role on Strategic Projects approved for the ATM Channel
Expert knowledge of SDLC, and development methodology
Analysts will be responsible for obtaining final sign-off for a Project/CR
Maintain an expert knowledge of all assigned computer applications and a working knowledge of all other applications operating in the same or integrated environments
Maintain an expert business and operations knowledge of direct and associated clients in order to add value in analyzing complex and highly integrated projects

• Directed the installation of software programs and hardware systems to meet project specifications. of software programs and hardware systems to meet requirements.

• Resolved or escalated problem tickets to resolve user issues.
• Gathered requirements and performed gap analysis through design workshops with users.
• Provided client support on system operation and troubleshooting.
• Improved system by adding new features and infrastructure, enhancing.
• T SYSTEMS ANALYST
  
  Assists in the development of the IT Department’s policies and procedures and recommends to management suggestions for improvement
  Provide help desk support, manage tracking of tickets and work with the IT Help desk Analyst to ensure key performance metrics are maintained
  Provide support for the development and maintenance of stage, test, and development environments for distributed applications
  Work with developers to get projects developed and implemented
  Perform configuration management and provide ADP equipment upgrade recommendations
  Assist with activities of system design, implementation, administration and network management
  This person will manage and perform the business systems analysis work associated with change requests, projects, assessments and escalated issues