Jeffrey Hawthorne
je.hawthorne@gmail.com
Experienced Implementation/Support Manager
Qualifications Profile
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15 years professional management experience. Responsible for successful implementation involving complex software
projects
Experienced in the development, support, evaluation and implementation of web base and computer software as well as
hardware maintenance and repair
Excellent oral and written communication skills including development of implementation plans, schedules, project scopes,
training manuals and curriculum materials
Enthusiastic, detail-oriented with a proven track record of successes
Professional Experience
Insourcenow/CompuCom, Paulsboro, NJ
2008 – 2009
Integration & Testing Coordinator, Sunoco
 Responsible for coordinating EUAT with applications that integrate with Office 2003.
 Perform software deployment and installations including re-imaging using Altiris.
 Performed software remediation and support for application owners.
 Provide weekly progress reports to the Project Team.
 Software Used – Altiris (EUAT, Production and Deployment Console), MS Office Suite (03), MS Project
SchoolNet, Inc., New York, NY
2007 –2008
Sr. Application Analyst, Philadelphia School District
SchoolNet Instructional Management System
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Responsible for implementation, on-site support, configuration, software and database requirements, QA, bugtracking and reporting of SchoolNet (Enterprise web-based application) and third party software within the
Philadelphia School District system
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Performed Account executive functions working directly with the customer including organizing/implement
enhancements, software updates and special projects.
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Developed curriculum and training manuals as well as marketing materials
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Successfully conduct classroom, webinar and one-on-one training environments to 270 schools as well as
conducting presentations to new clients.
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Provide weekly progress reports to upper management and client
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Managed vendor/partner relationships
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Software Used – Adobe Professional, MS Office Suite (03-07), MS Project, MS Meeting, MS Access, MS Movie,
Coffee Cup (html editor), SharePoint, VPN, Filmmaker Pro, CMD and Nero
CDI/Maximus, Inc., Santa Ana, California
Implementation Manager, Los Angeles Unified School District
2005 - 2007
Integrated Student Information System (ISIS) Project
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Responsible for implementation, training and on-site support of SchoolMAX (Enterprise web-based application)
within the Los Angeles Unified School District system
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Oversee the scheduling and deployment of SchoolMAX including co-management of the system Help Desk Call
Center to 42.000 teachers and 10,000 administrators
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Successfully led an engagement team to plan, coordinate and deliver on-site support to over 250 schools with the
district as well as off-site instructor led training and the development of technical documentation for end users
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Provided weekly status reports to PMO and the client.
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Provided presentations to user groups and seminars
Software Used – Enterprise (front-end),Lotus Notes, MS Office Suite (03), MS Project, MS Access, MS Meeting,
MS Movie, SharePoint, Viso and VPN
Uniglobe Travel USA, LLC, Irvine, California
2003 - 2005
Agency Technology Specialist
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Responsible for the development, evaluation and promotion of technology tools including web-sites, online booking
engines and mid-office products
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Developed curriculum and training manuals as well as marketing materials including basic work applications, email
and Windows OS.
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Provided deployment of new equipment and software including maintenance and repair of hardware
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Liaison between third party software/hardware companies and corporate relationship with CSR companies
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Software Used – MS Office Suite, MS Exchange, RESX
Travel and Trade Career Institute, Long Beach, California
2003 - 2005
Director of Education/Instructor
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Provided leadership and training including classroom-style education to prospective travel related industry students
including CRS, airline, car rental, hotel operations, typing skills and basic OS and Microsoft Office
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Advisory Board Member
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Software Used – MS Office Suite
Patheo, Inc., Westminster, California
2001 – 2003
Customer Service Manager/Trainer
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Provided software and web-based classroom and phone product training including technical customer service- CRS
Technology Coordinator
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Developed product training and usage curriculum printed materials as well as implemented marketing tools for ecommerce products
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Responsible for Help Desk Call Center management including recruitment, training and supervision
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Performed diagnostic testing and trouble shooting for web-based booking engines and software
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Software Used – MS Office Suite (00-03), Faremate, Focalpoint, Sabre and Amadeus.
World Travel Partners I, LLC, Beverly Hills, California
Lead Technical Coordinator/Trainer
2001
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CRS Technology Coordinator- hardware/software coordinator
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Responsible for trouble shooting and repair of all CSR and non CSR hardware related issues as well as provided
Operational Client base Training
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Software Used, MS Office Suite, Apollo
Managed Air Resources, Inc., Atlanta, Georgia
2000 - 2001
Field Operations Manager
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CRS Technology Coordinator involved with troubleshooting and repair of related issues
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Provided leadership, training and development to various company offices
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Developed and implemented operational procedures manual
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Software Used – MS Office Suite, Sabre and Apollo
Navigant International, Inc., Santa Ana, California
1995 - 2000
Assistant Manager, Central Services Support
Quality Control Coordinator
Operations Project Manager
Corporate Liaison
Central Support Services Agent
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Aqua Assistant Support Manager responsible for all Global Max Quality Control operations for the Southwest Regionfront-end CRS Operations Liaison
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Provide project management, training, technical support, ensure Total Quality Management within and throughout on-site
and regional operations and detailed analysis and documentation on QA related issues
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Responsible for Operational department reorganization, recommendations on hiring and training, management of
acquisitions to ensure company policies and procedures are met and time-line analysis and related costs
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Software Used – MS Office Suite, AQUA and Global Max
Education
Long Beach State University, Long Beach, California
B.A. Business Management, 1989
Certifications
Certificate in Travel, Trade & Travel Career Institute, Long Beach, CA, 1989
Instructor, California Private Postsecondary Education
Awards
Internal Customer Satisfaction Award, Navigant International, Inc., 1996
Department Associate of the Year Award, Navigant International, Inc., 1998
Post Secondary Instructor Award, Travel and Trade Career Institute, 2004
Employee Appreciation Award, Maximus, Inc., 2006