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Technical Support Engineer

Columbia, Maryland, United States
February 28, 2018

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Gavin H Watson Columbia, MD 443-***-****(C)


Highly motivated networking/technical support professional with over 11 years of experience. Supported Nessus and Sourcefire/Firepower, which are highly Unix/Linux centric. Skilled in troubleshooting, analyzing, researching and resolving technical problems utilizing existing and emerging technology. Possess excellent communications and collaboration skills to work in concert with diverse groups including customers and company-wide personnel. Seek challenging opportunities to be part of a dynamic energetic team to establish and achieve corporate goals. Look forward to a position supporting customers or employees where I can build on my existing experiences. TECHNICAL EXPERTISE

Security Software (6 years) FirePOWER Service for ASA (Sourcefire Modules), Firepower Management Center, Cisco Terminal Server Agent, Cisco Firepower User Agent, Sourcefire Event Streamer, SecurityCenter, LCE, PVS, Nessus, Nessus Enterprise, Nessus Cloud,Tenable Appliance,

Programming/Software (10 years ) Perl, Unix Shell, Python, PHP Collaborative software/Applications (11

years )

Jira,Wikimedia, Jive

Networking (9 years) Remotely installed Routers, Switches and Reconfigured IP addresses and subnet masks.

Trouble shooting (11 years) POS Help Desk support of approximately 1500 stores throughout the United States.


Customer Support Engineer

Cisco Systems Jun 2015 to Jun 2017

worked in the Cisco Technical Assistance Center (TAC), a team of elite technical experts whose primary focus is to provide support to customers, partners, account teams, and other TAC engineers. Support consisted of Email, phone and WebEx sessions to include assistance with issues involving bugs, configuration, user access and vulnerabilities. My case load was in the order of 30+ and 932 cases taken over the two years that I worked there.

Utilized virtual networks and hardware to recreate a customer's issue to aid in determining the source of the problem which identified product weaknesses, answered customer concerns and provided data for the improvement of the product.

Supported Sourcefire/Firepower virtual and hardware devices. This support included the Cisco Terminal Server Agent, Sourcefire User Agent, Sourcefire Event Streamer, software upgrades, as well as other configuration options.

Technical Support Engineer

Tenable Network Security Feb 2011 to Jun 2015

Supported products including:Worked on a collaborative team of Technical Support Engineers on different shifts and physical locations to improve a system providing 24/7 Customer Support. Because of differences in physical locations of customers, engineers, and time schedules, customers needs were not always met within 24 hours. The team developed a system which assured that over 90% of the customer questions were answered in less than 24 hours and resolution times were positively impacted. Gavin H Watson Columbia, MD 443-***-****(C) Provided time critical techical support of Tenable applications to business-clients using telephone calls, chats, emails and Webex communication channels. Prompt, reliable communication between support and our customers allowed the developers to be better informed on how the product was ultimately used by the customer and thereby improve the product.

Recreated, diagnosed, and troubleshot customer hardware and connectivity issues using VM Lab. Logged and updated network Support Pages in Jive, Tenable Wiki and other lesser know systems which saved time for both the customer and development by isolating and describing existing and potential problems.

Networking Support Specialist

Ritz Camera Centers Apr 2006 to Feb 2011

Researched existing and emerging technologies to coalesce distributed and personally controlled corporate documents to create a Wiki site for employee training purposes. Trained new personnel how to use this site, add/modify pages, create links and categories. Management experienced significantly reduced training times for new employees and improved competance of seasoned employees.

Provided remote support to approximately 1500 Linux/Unix based cash registers at retail stores throughout the country to ensure continuous operation and functionality. Knowledge of polling updates, POS software, software updates, Networking, databases and Unix tools enabled prompt resolution store issues. Corrective measures were often taken before the store even knew there was an issue.

Met new PCI requirements and provided a secure VLAN to retail store networks. Planned and implemented a strategy to remotely direct store personnel in the installation of Cisco 871 routers. Remotely configured settings and tested proper connectivity for the IP addresses and VLAN's.

Planned and configured a Jira server to replace an obsolete server which provided ticketing support required for the POS Help Desk. Identified and implemented the required, fields and templates for POS support during the migration. The new server allowed more efficient tracking of tickets and resulted in a savings of time and effort.

Identified the network choke points within a 125 Linux Xstore cash register system which had disrupted the efficient transfer of transaction and price change data between registers and the corporate office. Created, debugged, and deployed utilities using Perl, Shell, PHP and HTML to nightly query retail stores to check for receipt and installation of critical files. The results were displayed on a web page showing which stores had problems during the night saving 4-10 employee-hours each day and often correcting issues before they were noticed by the store or corporate office personnel.

Identified the need and developed an online scheduling system for the POS Personnel to efficiently assign and review schedules cutting the scheduling time by more than half. PREVIOUS EXPERIENCE

Signals Analyst, US Naval Service


BS EE University of Maine, Orono Me

Tenable Network Security Courses 2011-2015

SecurityCenter 4.0,

Tenable Unified Security Monitoring for Administrators Tenable Unified Security Monitoring for Managers

Nessus Vulnerability and Compliance Auditing

Tenable Enterprise Security and Compliance Monitoring, SecurityCenter 4.8 Log Correlation Engine

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