MICHAEL R. WATSON

*** **** **., **********, ** 78633

512-***-**** h 512-***-**** c

acgb97@r.postjobfree.com

CAREER SUMMARY

Skilled Help Desk Technician with 10 years of experience providing PC, Printer, Laptop, tablets, Dell

Rack workstations; and client images support for all sized businesses. Experience diagnosing,

troubleshooting and resolving client issues with hardware maintenance, installations and upgrades.

Experienced in technical call center and internal help desk providing service by communicating

effectively with technical and non-technical staff. I have a strong background in scripting with Python,

HTML, and XML. I have a positive attitude. I am a quick learner and can quickly adapt to any new

technology. I am a team player who demonstrates creativity, persistence, quality, design processes,

strong documenter, the ability to break up projects in small pieces, goal orientation, and good

customer service.

SKILLS

Languages:

Assembler, Basic, COBOL, Pascal, Quick Basic, Turbo Pascal, XML, HTML, C++, ASP .Net, Visual

C++, and Python

Business Software:

Agile, Ghost, Remedy, SCCM, MDT, Access, SQL, Hotdog Pro, Dreamweaver, Word Press, SASS

for Mainframe, Remote Desktop, VNC remote client, WinZip, 7 Zip, Install Shield 2013, SharePoint,

NetMeeting, MS Office 2007, MS Office 2013 MS. Lynch, and Live meeting

Operating Systems:

DOS 6.2, Win 95 OSR2, Win 98SE, Win N/T 4.0, Win N/T 5.0 Win ME, Red Hat Linux, Win XP,

Vista, Win 7, Android, Mac OSX and Win 8.1

PROFESSIONAL EXPERIENCE

IT Systems Administrator C S I D

09/02/2014 – 09/26/2014 My contractor duties included hardware inventory, Binding Macs OS X on

Active Directory Domain, Imaging Mac Book Pro OS X and Dell laptop on Win 7.

I created an inventory list of hardware by Asset tag and Serial Number in the CSID workroom.

Executing bash scripts to bind Macs using OS X to Active Directory domain for around 30 CSID Mac

users. I have completed reimaging and repartitioning Macs and Dell laptops using ghost images for

new users.

Software Analyst/Help Desk Support Technician D e l l C F I, I n c .

01/2007 – 02/2014 Duties included creating driver packages from Agile into .wim and .cab files for

Customer Ghost or SCCM or MDT images for all Dell business line systems (tablets, workstations,

mini rack servers, desktops and laptops). These systems contained hardware such as wireless and

wired network cards, storage devices, raid controllers, modems, Bluetooth, and touch screen. Our

packages of drivers for each system were applied to customer image by the Dell configuration

management tools Image Direct or X-image with VMware. Our silent installs of drivers and applets to

MICHAEL R. WATSON

the image were done with XML and Python code. This job also included troubleshooting and

resolving customer issues file in Remedy and Bolt ticket system by working with several internal Dell

teams, such as Dell Product Group, and external vendors, such as Intel, ATI, and others. We also

provided sustaining support for driver’s packs for 5 years on XPSP3, Win 7sp3, Linux and Android

operating systems.

BTO Portables Engineering PG Software Engineer Advisor Dell, Inc.

11/2000 – 09/2007 Responsibilities included scripting and test engineering new and sustained

platforms for Dell Factory Install Process for Portables and supporting Factory Install Process in Dell

Factories world-wide. I held the Lead Developer position on the PC Health help files team for

Millennium and Windows XP.

Global, OS, & Application Test Technician Specialist D e l l C o m p u t e r C o r p .

08/1999 – 4/1997 Duties included testing Dell factory installed software and assisting in

developing and insuring a quality product. Designed “Systracker”, a hardware database for the

web. Maintained and improved “TimeTrax”, an MS Access database. Wrote test plans and

helped develop testing procedures.

Laptop & Printers Technical Support Analyst T e x a s I n s t r u m e n t I n c .

07/1994-02/1997 Provided technical support for all T.I. laptops & printers products – OEM software

and hardware. Provided telephone support for customers on all area T.I. laptop computers and

printers. Trained other employees on the use of networks and docking stations.

VOLUNTEER EXPERIENCE

System Admin/Help Desk support Analyst L i f e S t e p s C o u n c i l

06/2010 –02/2014 LifeSteps Council on Drugs and Alcohol of Williamson County is a non-profit

with no budget for an IT technician. I volunteered my time to assist with their technology needs by

providing Help Desk-type support and served as their System Administrator using Active Directory,

Google exchange server, and Word Press for 15 users, 2 servers, 2 printers, 2 websites, and 2

FaceBook pages. I also assisted in future technology planning and budgeting.

EDUCATION

Grand Valley State University, Allendale, MI

1994 Bachelor of Science Major: Computer Science Information Systems

University of Michigan, Flint, MI

1988-1991 – Major: Computer Science

HONORS AND AWARDS

Dell “On Spot Award” 2002, 2003, 2004, 2012

Dell Volunteer of Distinction Community Ambassador 2007

Green Belt Dell BPI “Canceled AFP File Removal” 2007

Yellow Belt Dell BPI “Utility Partition Diagnostics” 2006

Eagle Scout with the Boy Scouts of America 1998

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MICHAEL R. WATSON

COMMUNITY SERVICE INVOLVEMENTS

Cub Master of Pack 2338, Boy Scouts of America

Vice President of Board of Directors, Life Steps Council on Alcohol & Drugs

Top Dog, Watch D.O.G.S. Georgetown ISD and Jo Ann Ford Elementary

Webpage Design for non-profit organizations www.Chemcamp.com

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