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)

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

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