1. James Hawkins
Cell: 214-228-9180
E-mail: Jahawk3577@live.com
I am currently looking for a position that will utilize all my current skills to add value and offer new
challenges. My leadership abilities will provide an asset to any potential employer.
Technical Profile
 Office 365Exchange Online Support Es calation Engineer from Wave14 onward
 Leading member of Outlook Escalation Team with 12+ ye a rs’ experience
 Outlook 2007, Outlook 2010 SP1, and Outlook 2013 Beta Engineer
 Site expert on Outlook Custom forms, Outlook Automation –Scriptingmacros
 MCSD in VB and MCAD in C#
Experience
Dec. 1998 - Feb. 2000 CompCon Tech (Contracted to Microsoft Corp.): Outlook Support Engineer for
Outlook Tier and Tier 2 support
 CompCon Te ch’s ti mecard gatherer for other contracted support
 Helping to train new hires and full-time Microsoft Employees transferring over to Outlook Support
Mar. 2000 – Present - Microsoft Corp.: Senior Support Escalation Engineer for Office 365|Exchange
Online, Outlook Escalations, and SharePoint Escalations
 As s isting Office 365Cloud customers with the setup and configuration of their tenant, resources, and users.
 Resolution of over 200 Office 365 cl ient issues with Outlook, Outlook Web App, and mobile devices.
 Training of Exchange OnlineO365 Support personnel on in-depth Outlook troubleshooting and trace analysis across
al l support sites. Both US and abroad.
 Trained the first two Outlook teams in Bangalore, India. Spent several weeks onsite for each class delivering new to
product information and then more in-depth troubleshooting techniques.
 Trained the first and only Outlook team in Fargo, ND. Became a mentor to the team members for 4 yrs .
 Leading Outlook engineer on several Betas for Microsoft Office Outlook. 2007 SP1, Outlook 2010, and Outlook 2013.
Del ivering the upgrade training to Texas’ Outlook Support Es calation teams.
 Leading Outlook subject matter expert in Custom forms and Basic Outlook Automationdevelopment, resolving over
200 cus tom Outlook forms, scripts, and macro issues for my customers.
 Creation of over 250 cus tom scripts, macros, add-ins, and applications that have been used by Microsoft customers
and fellow employees to fix issues, automate processes, and improve their productivity. Due to my level of knowledge
and skill in this space, I collaborate very often with the Exchange Messaging teams –Administration, Connectors, and
Cl ient Connectivity, SharePoint, and Lync Cl ient teams.
 Debugging Experience: Windows debugger (wndbg.exe) to analyze crash and hang dumps and iDNA captures. Trace
log analysis of Outlook troubleshooting log output. Fiddler and Network Mon itor for the analysis of network trace
captures from Office 365Cloud cl ients.
Education
AAS – Welding Technology from Belleville Area College
117 hrs. toward BS in Industrial Technology from Illinois State University