Janet L. Hawks
Cottageville,SC
Summary
Experienced with managing field service operations and leading diverse teams to success. Utilizes strong problem-solving skills and effective communication to ensure high-quality service delivery. Track record of fostering teamwork and adapting to dynamic operational needs.
Overview
27
27
years of professional experience
Work History
Field Services Supervisor
Novant Health
Mt Pleasant, SC
01.2025 - Current
- Lead a team of 30 during February for post Go live activities.
- Interviewing and bringing on new employees to Novant as a field services employee.
- Aiding them from start to finish of the ticketing process.
- What to do when request comes in from user for new equipment.
- Lead the team promptly in closing and updating tickets in Service Now.
- Training the team on the Novant policy and procedures in work requests and tickets.
- Approving any time off expenses that team members may have.
- Following the process of creating requisition for new positions in INFOR.
- Leading the team to success while at Novant.
Project Coordinator
TEKsystems
SC
01.2024 - 01.2025
- Project coordinator for the SCR during the phases of bringing on the 3 South Carolina hospitals and clinics over to EPIC with Novant.
- Assisted the Project Director with all aspects of ordering equipment, following the supply chain process from start to finish once items have arrived.
- Working with vendors to get equipment in a prompt manner.
- Install equipment to the specifications of the project and that everything was mapped according to their location for EPIC team.
- Leader for over 135 temporary techs for the project making sure that they follow the installation plans and the right equipment goes into the right location in timely manner.
- Making sure the clinic has less issues after equipment installs and their Go Live goes well without too many issues.
- Project finished end of January.
End User Support Analyst II
Novant Health
Winston Salem, NC
01.2015 - 01.2023
- Work with Project Manager projects at Forsyth Medical Center from small projects to the larger ones that encompass and entire building.
- Worked within budgets for the projects, helped streamline the process so that there is less downtime during go Live.
- Helped streamline repair processes and update procedures for support action consistency.
- Patched software and installed new versions to cut security problems and protect data.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Configured hardware, devices, and software to set up workstations for employees.
- Followed up with clients to verify best customer satisfaction following support engagement and problem resolution.
- Participated in continuous improvement by generating suggestions, engaging in problem solving activities to support teamwork.
- Used Microsoft Word and other software tools to create documents and other communications.
Customer Engineer
NCR Corporation
Winston Salem, NC
08.2014 - 12.2015
- Used remote diagnostic tools to find sources of certain customer issues.
- Explained complex technology-related issues in understandable terms to customers.
- Delivered exceptionally elevated level of professionalism and support to each customer, upholding company's commitment to service.
- Diagnosed and executed resolution for network and server issues.
- Set up hardware and software in best configurations to meet network performance requirements.
- Investigated and corrected problems with printers, copiers and other peripheral devices.
Computer Technician
The Select Group
Winston Salem, NC
01.2014 - 01.2015
- Maintained correct records of communications, remedial actions, and installation activities.
- Used diagnostic tools to find hardware failures and replace non-functional components.
Bartender
Hawthorne Inn
Winston Salem, NC
01.2012 - 01.2014
- Designed special drink and cocktail offerings on monthly basis as part of seasonal offerings.
- Organized bar inventory and storage procedures to keep stock within best levels and meet expected customer demands.
- Developed new signature cocktails to support bar marketing brand and increase profits.
- Assisted servers with specialty drinks orders by preparing on-demand items without delay.
Onsite Administrator
Hewlett Packard Enterprise
Greensboro, NC
01.2007 - 01.2012
- Planned, created, evaluated, and deployed system life cycle method to produce high quality systems to meet and exceed customer expectations.
- Controlled resources and assets for department activities to follow industry standards and government regulations.
- Established team priorities-maintained schedules and checked performance.
Customer Engineer
NCR Corporations
Winston Salem, NC
01.1999 - 01.2007
- Explained complex technology-related issues in understandable terms to customers.
- Delivered exceptionally elevated level of professionalism and support to each customer, upholding company's commitment to service.
- Trained customers to use and keep equipment to reduce service issues.
Education
MBA - Information Technology IT Management
Western Governors University
Salt Lake City, UT01-2020
Bachelor of Science - Interdisciplinary Studies
Winston Salem State University
Winston Salem, NC01-2015
Skills
- Safety meetings
- Customer service management
- Scheduling jobs
- Managing service operations
- Work order management
- Client relationships
- Supplier relations
- Managing projects
Timeline
Field Services Supervisor
Novant Health
01.2025 - Current
Project Coordinator
TEKsystems
01.2024 - 01.2025
End User Support Analyst II
Novant Health
01.2015 - 01.2023
Customer Engineer
NCR Corporation
08.2014 - 12.2015
Computer Technician
The Select Group
01.2014 - 01.2015
Bartender
Hawthorne Inn
01.2012 - 01.2014
Onsite Administrator
Hewlett Packard Enterprise
01.2007 - 01.2012
Customer Engineer
NCR Corporations
01.1999 - 01.2007
Bachelor of Science - Interdisciplinary Studies
Winston Salem State University
MBA - Information Technology IT Management
Western Governors University