Kevin Hopkins is seeking a management position where he can utilize over 20 years of experience in human relations, project management, and staff recruitment and retention. He has a diverse background working across multiple teams at CompuServe/AOL, including roles in customer service, quality assurance engineering, management of engineers and QA resources, and project management. Hopkins has advanced skills in various computer platforms, Microsoft Office, and proprietary development tools.

1.
432 CALDY COURTDUBLIN, OH 43017
PHONE (614) 783-9598 (CELL) • 614-956-1018(HOME) • E-MAIL KHOPPY@GMAIL.COM
KEVIN J. HOPKINS
OBJECTIVE
Management position where I can effectively utilize my expertise in human relations,
project management, and staff recruitment and retention.
KEY STRENGTHS
Diverse experience across multiple project, support and development teams.
● High level computer skills including Windows 95 – Windows 7 and Mac OSX,
Excel, Word and PowerPoint.
● Five years experience in customer service both written and phone based, as well as
handling executive-level communications as Executive Queue Lead. Also acted as
Financial Services Intern, interacting with the Financial Products Team on
customer inquiries/issues.
● Advanced Technology Research
● Training, Development, & Mentoring of Quality Assurance and Software Engineers
● Salary and performance management.
● Management of and interaction with diverse onshore, offshore and international
teams.
EDUCATION
[ 1980 – 1984 ]
Dublin Coffman High School
[ 1984 – 1996 ]
The Ohio State University
Dual major in pre-medicine and business.
SPECIALIZED TRAINING
● SDLC - 1998
● CMMI - 2000
● CMMI 2 - 2001
● Various Microsoft Office courses - 1998-2002
● Numerous computer platforms (Mac OSX, Windows, Android)

2. PROFESSIONAL EXPERIENCE
[ 1988 - 1992 ] Chase Bank of Ohio
Deposit Operations Clerk
Initially responsible for processing of insufficient funds checks and returned deposited
items. Balancing of daily internal financial reports, and transaction reports from the local
Federal Reserve office. Handled all inquiries for employee checking and savings accounts
due to sensitivity of information involved. Promoted to supervisor of group within 18
months. Responsible for direct supervision of six full-time resources, including
performance and budget/salary management. Position ended when Chase sold branches
and operations to Fifth Third Bank.
[ 1992 – 2013 ] CompuServe/America Online
Twenty one years experience in ISP and Web portal development and quality assurance
support and content updates, using both proprietary and Web-based technologies. Direct
management of quality assurance and software engineer resources, both onshore and
offshore. Management duties included performance and salary management as well as
day-to-day operational support for content updates and production releases.
Customer Service Representative
● Assisted customers with inquiries by phone and e-mail (Feedback). Consistently met or
exceeded daily production quotas and was promoted to Customer Service
Representative II within six months. Acted as Financial Services Intern to resolve
complex customer inquiries and escalate service quality issues. Eventually moved to
the Executive Communications Lead to handle inquiries requesting the attention of
the company President or other executives.
Quality Assurance Engineer
● Moved to the Quality Assurance group to gain more experience within the
CompuServe organization, and interact with other groups within CompuServe.
Handled daily testing of content updates by Product Support and other development
groups within CompuServe. Processed and packaged approved updates for daily
installation into production environment. Testing of new products involved creation of
test plans based on product requirements documents and information supplied by
software developers.
Manager/Technical Manager
● Moved to Product Support group to initially manage co-op and intern resources
handling routine daily updates. Promoted to Technical Manager within 18 months to
manage full-time software engineer resources, and ultimately quality assurance engineer
resources. Technologies involved were both proprietary for the legacy CompuServe,
and Web-based for the emerging Web portal presence. Also handled responsibilities as
department representative for CompuServe client software development.
● Web technologies initially utilized Mosaic-based Spry Safety Web server software and
standard HTML, and later CompuServe partnered with Microsoft when the Normandy
platform was released using IIS, ASP, and Internet Explorer for browser software.
Ultimately moved to Java-based platform using JSP and incorporating Flash-based
content.
● Responsible for handling performance reviews and salary management, as well as
interviewing/hiring for open positions. Also worked with local colleges and

3. universities such as The Ohio State University to lead the intern program and
represent CompuServe/AOL at job fairs.
● Added responsibilities for supporting Netscape Web portal after AOL acquired
Netscape in 1999. I was also heavily involved with the CompuServe 7 client
development project, which utilized Netscape 7 instead of IE as the default
browser/rendering engine within the browser.
● Added responsibilities for handling work request intake and assignment for
department upon creation of new work request tool. This required working closely
with the Project Management and Product Management groups to ensure timely
completion and delivery of work requests.
● Directly responsible for management of development resources for $40 million
annually Search product, for which Google was our partner through AOL. This
required numerous development resources, handling multiple change requests at a
time, and very tight time frames. Aspects of the Agile Development process were
incorporated to handle multiple change requests at the same time..
● Worked on team for CMMI 2 certification and move from the SDLC development
process. Group worked on recreating requirements (product, technical, etc.) templates
for development projects. The initial project was testing the Search development team
I managed and was successful with some tweaks resulting.
● Department lead for the creation of a co-branded version of CompuServe as Wal*Mart
Connect. This required creation and testing of a co-branded version of the
CompuServe client software, and co-branded versions of CompuServe Web-based
content.
● Department lead for the creation of a low-cost ISP service (Netscape Internet Service
or Netscape ISP). Unlike Wal*Mart Connect, Netscape ISP involved the creation of
standalone dialer software, a third party e-mail service, and Web content separate from
CompuServe, Netscape (portal), and Wal*Mart Connect.
● After a series of Reduction in Force layoffs, I took on the responsibility for managing
the onshore and offshore (Chennai) resources from Infosys. These resources were
primarily responsible for development and quality assurance of the Netscape ISP, as
well as creating automation tools for testing and test plans. Around this time I was
moved to direct reporting to a manager in Dulles and frequently traveled between
Columbus and Dulles.
● As work on Netscape ISP began to wane, a new group was created to build and
maintain international portals for AOL. I managed quality assurance for the portals.
This involved localization for languages and working with numerous new feed
providers for content. Local full-time development and quality assurance resources
worked with contemporaries in Bangalore, India.
● Work on the international portals was ended, so I moved back to managing
development and quality assurance resources for CompuServe and Wal*Mart Connect,
and closing down the legacy CompuServe ‘Classic’ service. I added project
management to my list of responsibilities, and maintained the list of work requests and
resource assignments.
COMPUTER SKILLS
Platform​ ​Level
Windows Advanced
Mac OSX Advanced
Microsoft Office Advanced
Proprietary Tools Advanced