David Watson IV

* *. ********** ***** *********, TX 75501

f0uc8p@r.postjobfree.com

903-***-****

EDUCATION

B.S. in Computer Science A.S. in Mathematics A.S. in Physics

TEXAS A&M UNIVERSITY-TEXARKANA Texarkana, TX

B.S. Computer Science

Graduation Date: May 2010 Major GPA: 3.75

Courses:

• Software Engineering, Computer Architecture, Operating Systems, Computer Networks

• Data structures, Analysis of Algorithms, Digital Logic, Programming Languages Design

Activities:

• Summer Math Camp & Robotics Camp Counselor: Working with high school students in enhancing their math and technical thinking skills as well as exposing them to programming, engineering, product assembly, provide technical advice to students, suggest technical approaches and make recommendations

• IEEE Member – Chapter Treasurer: Attending IEEE functions and participating in club functions to heighten the community’s awareness of IEEE and the Computer Science program at TAMU-T

• Math Club President: Scheduling club meetings, help design club t-shirts, aid in planning groups for campus activities, participate in math conference trips to Dallas

• Student Affairs Council: (The highest student body in the university) Preside as a representative for Math & Sciences Departments, vote on issues to benefit student body

• Math Tutor: Assisting students with understanding mathematics homework and offering creative tools to enhance comprehension of analytical concepts; Algebra, Geometry, Trig, Calculus, Statistics

• Panel Member for STEM Dept Recruitment: Collaborating with faculty and students to encourage our community and area high schools to enroll into our Engineering/ Computer Science programs as well as the expansion of the university

Honors:

• Recipient of Texas Engineering and Technical Consortium Scholarship

• Recipient of Texas Workforce Commission Scholarship

• President’s List, Dean’s List

• Senior Project: Pattern Recognition using Artificial Neural Networks

• 1st place winner (Computer Science - Undergraduate division) in 2009 Texas A&M

System Pathways Student Research Symposium

• 1st African-American Computer Science Graduate from TAMUT

TEXARKANA COLLEGE Texarkana, TX

A.S. Mathematics A.S. Physics

Courses:

• Calculus I,II,III, Differential Equations, Chemistry, Technical Physics I,II

Activities:

• BSA - Black Student Association: Participating in club activities, helping with

community services

• Computer Club: Attending club meetings, exchanging new information on technology

and computers

• Math Lab Tutor: Working for Math/Science Dept math lab aiding students in courses

ranging from Algebra to Calculus, Statistics, Chemistry, Physics; TASP Test preparation

Honors:

• Recipient of Texarkana College Math Dept Scholarship

• Dean’s List

SUMMARY OF QUALIFICATIONS

Customer Service: 10+ years displaying World-class customer service and interpersonal skills, taking ownership of a call, maintaining a calm and professional demeanor while handling upset customers. 7+ yrs high volume inbound ACD call center, phone support, researching customer requests

Inside Sales: Order entry, catalog orders, downloading web orders, process credit card payments, update account balances, and schedule FedEx/UPS deliveries, MS Word, MS Excel

Technical Support: 5+ years provide technical guidance on networks and other IT equipment, technical assistance, helpdesk; tech support, coordinate support actions, customer support 24/7 high volume call center (100+ calls per day), troubleshoot assigned areas of organization enterprise infrastructure, troubleshoot assigned areas, analytical, problem solving skills, dispatching, scheduling trouble service tickets, contacting emergency service technicians, rerouting printers across network, Monitor operation of network, TCP/IP, Telnet, run backup tapes, system uploads/ downloads, aptitude to learn technical information and assist others through complex procedures via phone, provide technical advice to users.

Desktop Support: 3+ years in IT environment, run backup tapes, Telnet, TCP/IP addresses, installing hardware/ software and resolve problems. Maintain assigned procedures for networks, systems operations, database management, product assembly and installation, deploying, setting up workstations, product assembly, computers, monitors, printers, keyboards, peripherals, set up and maintain user account restrictions and user rights, perform information assurance support functions, ensure appropriate administrative controls and procedures are followed, system health checks, changing user passwords, imaging software using GHOST.

Management: 4+ years in supervising, training, teaching and leadership roles, coordinating support actions, mentoring

(Supervising: 5 -10 people, training: 15 – 20 people) (10+ years in Mathematics tutoring)

WORK EXPERIENCE

11/10 – 8/11 Telvista Farmers Branch, TX

Technical Support Agent: I perform World-class customer service and provide support for

Verizon FiOS services (Voice, Video, Internet), within a high volume inbound ACD call center.

Troubleshoot issues concerning PCs, routers, LAN connectivity, email setup and password resets. Create trouble tickets for calls and document all steps and solutions. Schedule and dispatch technician visit orders. Examine and evaluate alternative means of satisfying customers and resolving issues efficiently.

08/06 - 10/10 T.J. Maxx Texarkana, TX

Backroom Coordinator: I supervised the receiving of all trucks to the store, manage

processing of back stock of all clothing and other merchandise, product assembly, train all

employees and monitor operation of processing methods, coordinate support actions for all

departments, inventory. Perform feasibility studies to develop/modify systems. Analyze data

and prepare project synopsis.

08/10 - 08/10 Red River Army Depot - (SAS Solutions) Texarkana, TX

Desktop Support: I performed customer service, desktop support, hardware/software

installs, standardize computer equipment, computers and peripherals, PC workstation assembly

and installation, configuring, deploying, troubleshooting workstation connections, monitored

operation of network, resolve problems, examined and evaluated alternative means of satisfying

user requirements. Set up and maintain account restrictions and user rights, change/reset user

passwords, remove user roaming profiles, maintain IT computer equipment inventory; Perform

information assurance support functions, ensure appropriate administrative controls and

procedures are followed, system health checks. I maintain an awareness of technical changes

in equipment technology and software development. My work requires some physical exertion

such as bending, crouching, stooping, stretching, reaching, and lifting of moderately heavy

objects such as computers and peripherals. Minor network cable work, testing tones through

cables, patch switches, Cat5 to Cat6 conversion.

Summer ‘06, ‘07, '08, ’09 Texas A&M University – Texarkana Texarkana, TX

Math Camp Counselor: I independently taught and aided students in math concepts:

arithmetic, algebra, geometry, problem solving, conversions, computations, graphing and chess

Robotics Camp Counselor: I introduced students to robotics technology via Lego

Mindstorms kits to build and design robots, teach students programming principles and

techniques on how to manipulate the robots, aid students in competition and teamwork

projects, expose students to computer science, engineering, programming, analytical thinking,

troubleshooting, product assembly, provide technical advice, suggest technical approaches and

make recommendations. I maintain an awareness of technical changes in equipment technology

and software development. I suggest technical approaches and make recommendations.

My work requires some physical exertion such as bending, crouching, stooping, stretching,

reaching, and lifting of moderately heavy objects such as computers and peripherals. I followed

all guidelines, department/agency policies, regulations and standards. I used judgment in

relating precedent approaches to specific situations.

07/05 - 12/05 Fujitsu - (Progressive IT) Frisco, TX

POS Tech Support: I perform customer service, phone support, troubleshooting service

requests, monitored operation of network, process trouble tickets and schedule field techs,

dispatch techs, set up and maintain account restrictions and user rights, and access codes to

obtain remote access to networks, dial into networks for remote access to servers, workstations,

registers, rebooting servers, DOS commands, TCP/ IP, run service health checks, network

status analysis, back-up tapes, maintain an awareness of technical changes in equipment

technology and software development. I provided technical guidance, advice on networks

and other IT equipment to users and coworkers. I followed all guideline, department/agency

policies, regulations and standards. I used judgment in relating precedent approaches to specific

situations. My work requires some physical exertion such as bending, crouching, stooping,

stretching, reaching, and lifting of moderately heavy objects such as computers and peripherals.

12/04 - 05/05 Best Software - (Matrix Resources Inc.) Norcross, GA

Desktop Support Analyst: I perform customer service, desktop support, hardware/software

installs, standardize computer equipment, computers and peripherals, PC workstation assembly

and installation, configuring, deploying, troubleshooting workstation connections, monitored

operation of network, resolve problems, examined and evaluated alternative means of satisfying

user requirements. set up and maintain account restrictions and user rights, change/reset user

passwords, remove user roaming profiles, maintain IT computer equipment inventory; perform

information assurance support functions, ensure appropriate administrative controls and

procedures are followed, system health checks. I maintain an awareness of technical changes in

equipment technology and software development. I provided technical guidance on networks

and other IT equipment. My work requires some physical exertion such as bending, crouching,

stooping, stretching, reaching, and lifting of moderately heavy objects such as computers and

peripherals.

12/01 - 11/04 BCS Integrated Systems Inc. - (Today’s Staffing) Atlanta, GA

Customer Service Rep: Independently, I perform customer support, high volume inbound

ACD call center (100+ calls/ day), troubleshooting assigned areas of organization enterprise

infrastructure, research/resolve problems, maintained assigned procedures for networks,

systems operations, database management, product assembly and installation monitored

operation of network, handle upset customers, I examined and evaluated alternative

means of satisfying user requirements, escalating calls, provide technical advice to users,

coordinate support actions, assisting customers with website searches, Internet searches,

emailing, downloads/ uploads, coordinate support actions, submitting requests to supporting

departments, changing passwords, set up account restrictions and user rights, perform

information assurance support functions, ensure appropriate administrative controls and

procedures are followed, received top honors for quality assurance. I maintain an awareness

of technical changes in equipment technology and software development. I provided technical

guidance on networks and other IT equipment. I provide technical advice to users. My work

requires some physical exertion such as bending, crouching, stooping, stretching, reaching, and

lifting of moderately heavy objects such as computers and peripherals.

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