Support Project
Resume:
Fred Michael Watson
Chicago IL, 60615
************@*******.***
TECHNICAL SKILLS
Windows XP, Vista and Windows 7 Desktop Support, Service Now administration, Lenovo thinkpad Laptops, Citrix Presentation
server 4.5, Microsoft exchange for email, Uniflow, Paraelles Desktop 7, VM Fusion, Office 2003, 2007,2010, Lotus notes 8.5.1,
Windows 7 Testing, Ecopy, Mac 10.6 and 10.7, Citrix User Support, Concordance Support, Microsoft office Sharepoint Service3.0,
Netaphor, Mac Support OS Lion, Remedy 7.5 SRM, COTS software products procurement, Canon Imagerunner MFD, SCCM 2007,
Documentum, SDLC, Visual Basic Scripting, Server 2003/2008, Lexmark Printers, Bitlocker Encryption, Ricoh MFPs, Secure
Email Support, Pointsec.
C ERTIFI CATIONS
• ITIL V.3 Certified
• Dell Certified
• Canon MFP Certified
EDUCATION
George Washington H.S Chicago, Illinois
EXPERI ENCE
BP Corporation\ Robert Half Technology
1 2/14 to Current
Service Desk Analyst
• R e s o l v e H e l p de s k e s c a l a t e d t i c k e t s
• A n s w e r c a l l s i nt o t h e S e r vi c e d e s k a b o ut P a s s w o r d r e se t s a n d u n l o c k a c c o u nt s
• G i v e u s e r s a c c e s s t o v a ri o u s A p p l i c a t i o n s
• Wo r k i n R e m e d y t i c k e t i n g t o ol t o u p d at e a n d e v a l u a t e t i c ke t s f o r e s c a l a t i o n
• Assist users access to SharePoint and update the portal with documentation from various departments
Dell Corporation\Hyatt Corporation 8 /14 to 11/14
Corporate Support team Lead and Supervisor
• Te a m L e a d f o r C o r p o r a t e S u p p o rt t e a m
• I n p u t t i c k e t s u s i n g S e r vi c e n o w
• M a n a g e st a ff s c o m p l e t i o n o f p r o j e c t s t o i n cl u d e Wi n d o w s 7 r e f r e s h
• C o m p l e t e e sc a l a t e d t i c k e t s n o t a b l e t o b e c o m pl et e d b y st a ff
.
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• A n s w e r i n c o m i n g c a l l s f r o m o ff si t e u s e r s a n d re m o t e i nt o u s e r s m a c hi n e v i a L o g m e i n 1 2 3 t o r e s o l v e
i ss u e s .
• U t i l i z e d S e r vi c e N o w f o r p e r f o r m a n ce c h a rt s
• S h a re P o i n t s u p p o r t
Performance Trust Capital Partners, LLC 1/14 to 7/14
Windows 7 Migration Project Coordinator and Technician
• Project Manage the Migration of users from windows XP to Windows 7
• Salesforce support to users on trade desk.
• Test applications in development and production environment for windows 7
• User Support for firm software. Ready talk, Salesforce, Bloomberg and Quickbooks
• Instruct users on usage of Zendesk ticketing system.
Walter Reed Medical Center 06/2013 -12/27/13
Information Technology Analyst
• Coordinate with Help desk to Migrate users from windows XP to Windows 7 on HP Desktops and Laptops
• Assist in the administration of Service now ticketing system. Adding user accounts, workflows and uploading
documents.
• Create image for Dell Laptops and Desktopsusing Ghost 2012
National Institute of Health 06/2012 - 06/2013
I.T Specialist
• Install Mac 10.6 and 10.7 on new Mac machines for users who work in X-ray and Imaging Departments.
• Install Parallel Desktops to enable Macs to run Windows 7
• Enable Macs to work with Microsoft active directory
• Pacs and Ris Support
• Mhs and Hippa Support
• Project Lead on Microsoft Lync as a replacement for Office communicator.
• Open tickets using Service now ticketing system
• Create accounts using ARS and Active Directory
• Connect Cisco Any connect for laptops and mac.
• Connect Cisco Any Connect for android users.
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Wilmer&Wilmer Cutler Pickering Hale and Dorr LLP 03/2012 - 06/2012
Windows 7 Migration Lead
• Windows 7 deployment using SCCM
• Resolve Tier I/II support issues.
Department of Homeland Security - USCIS 11/2011 - 03/2012
Systems Analyst
• Perform fulfillment processing and provide supplier management assistance for delivery of commercial-off-the-shelf
(COTS) software products supporting the USCIS infrastructure such as enterprise license agreements for workstation
operating system, office applications and individual software packages.
• Provide technical and administrative assistance to assure the software products received measure to service level
agreements (SLAs), contract specification, agreed upon schedule and the expected level of quality.
• Perform the procedural steps of the fulfillment process which entails step-by-step work-flow that efficiently and effectively
provides for the customer’s needs.
• Receive, receipt, inventory, track, transfer, excess, dispose, and document all transactions in the software license database
tracking tool.
Canon Business Solutions 03/2011 - 10/2011
Technical Facilitator and Team Lead
• Provide & facilitate technology support to the IMF to ensure the effective implementation and ongoing operation of all IT-
related solutions components.
Project Management:
• Track the status of all relevant project tasks; update project activity logs according to established procedures
• Communicate effectively with project team members, sponsors, and stake holders during the development and execution of
all projects
• Coordinate the efforts of all other Canon (CBS, CUSA) and 3rd-Party solutions providers
Technology:
• Establish and maintain a thorough knowledge of Client networking environment, workstation & server O/S, critical client
applications, operating procedures, security solutions and protocols, testing & implementation procedures, help desk
operations, escalation protocols, etc.
• Maintain up-to-date knowledge of all solutions deployed within client environment; application modules/versions,
configuration settings, application interface(s)
• Create thorough application and systems documentation for all solutions deployed within client environment, according to
established guidelines
Troubleshooting:
• Lead in the effort to understand and troubleshoot all systemic solutions issues, outages and irregularities in behavior.
• Lead in the effort to facilitate remediation from any and all relevant Canon and 3rd-party solutions/service providers;
escalate attention as necessary.
• Document and communicate status of troubleshooting and remediation efforts to Canon Account Team and client personnel
Relationship Management:
• Establish and manage relationships with all appropriate/necessary client IT administrators and personnel
• Work within the overall strategic directives of the Canon Account Team Management (Operations & Sales Management)
Training:
• Train client I.T. on the implementation, systems configurations & maintenance of all in-scope hardware/software solutions
• Train client & Canon system administrator personnel in the proper usage and ongoing administration of solutions; e.g.:
configuration settings, directory maintenance, reporting, etc.
• Train Canon site-personnel on pre-defined trouble-shooting & remediation strategies, where appropriate
(Hewlett Packard Enterprise Services) FINRA 01/2011 - 02/2011
Desktop Support
• Daily support of printers, copiers and all subsequent applications on the XP and Windows 7 platform
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(Hewlett Packard Enterprise Services) World Bank - International Finance Corporation 05/2010 - 11/2010
Workplace services System Engineer/Tier III
• Test software components and Hardware components before certifying the package.
• Regression & functional testing of software components and windows images.
• Modification of VBS scripts and Wise scripts and present to customer for approval to implement environment wide.
• Review tickets that can no longer be worked by Tier I or Tier II Support and work with desktop mgr to come up with fix for
wide spread issues that the help desk may receive.
• Tested software and hardware packages in IFC postinstall to be installed after a machine has been imaged and received
encryption.
• Manual testing of Beta versions of windows 7 image. Work with pilot group to install windows 7 on laptops and Desktops
to ensure applications and drivers are installing properly.
(General Dynamics) U.S Army Reserve Contract 10/2009 - 04/2010
Problem Management Analyst\ Share point Admin\Desktop Support
• Support users with all software and hardware issues to include email, Microsoft office 2003 and 2007 product issues.
• Work with high level users (e.g...project managers, colonels and generals with any issues pertaining to wireless usage for
printing and internet connection.
• Work with Team members to implement ways of satisfying SLA tickets and looking at call resolution for various incidents
that may come in from various army installations.
• Work with Sharepoint 2007 to give users permissions to portal and do regular maintenance\upgrades on site. Help Chair
the design and development of army enterprise service desk portal. Worked with developer on deployment of calendar for
the various contracting companies supporting AKO and AESD.
Perot Systems (Department of Education) 06/2009 - 10/2009
Printer/ Copier Team Lead and IT Analyst
• Responsible for printer and Copiers at the Department of Education to include refresh of older models of Canon, Xerox and
Ricoh Copiers. Further, responsible for HP printers to be refreshed and older models to be removed from asset
management.
• Work with network Support and desktop support to have Copiers and printers put on the network and inventoried.
• Monitor copiers and Printers through monitoring software such as HP Web jet admin, EMC for Canon and Centre ware for
Xerox. Setup alerts via email for toner is low and maintenance is required for printers and copiers.
• Work with various printer and Copier vendors to schedule refresh and to work on specifications of various models being
offered to Department of education.
• Support users with Citrix desktop on a vista platform.
Merrill Corporation 03/2006 - 06/2009
Information Technology Analyst
• Providing Information Technology (IT) support to all Merrill Corporation sites in the Washington, DC Metropolitan
area.Duties include the installation of new computer systems and servers to all clients.
• Manage Company Domain to include adding computers and laptops. Repair HP and Dell Desktops and Laptop or upgrade
systems through the process of migration and company wide refresh.Assisting with Corporate IT services to resolve issues
with Security updates or Image problems. Install and help in the configuration of Hp and Dell servers when requested.
• Troubleshooting software applications or hardware problems, including Blackberry Software and any PDA issues.
Inventory and create spreadsheets for copier and printers on all Merrill sites in the Washington D.C metro area.
• Establish trouble tickets independently as issues occur as well as provide support for trouble tickets created at the help
desk.Working all trouble tickets up to completion and closing out tickets after solutions are provided.
• Configure and install wireless routers at various Merrill sites where Conference rooms are established for use of Merrill
clients.
• Setup Virtual Private networks (VPN) for laptop users and verify tokens are installed in addition to provide instructions and
training on (Aventail) VPN usage.
• Setup Hubs for multiple users in Conference room setting to connect tonetwork.
• Work with management and other site support personnel to manage various projects to include SMS upgrade, Image
testing, Office Suite upgrades and Asset management in conjunction with Equipment Disposal.
Dept of Homeland Security (Contractor Support) 01/2005 - 03/2006
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Desktop support Specialist Tier II
• Provided support to 900 users with software and hardware installations for the latest Dell laptop and desktop
computers.Installed Windows XP along with downloading computer imaging software on all systems for client use.
• Adding users to Domain, creating outlook accounts, adding client to local network printers.Doing add and move changes
for new and current clients as setup by Department managers.
• Complete trouble tickets on various versions of Blackberry’s to include 7290, 7250,7750 and older version of 975 using 3.6
and 4.0 software.
• Lead Coordinator on relocation of computer workstations to include off site moves.Also teaming with external vendors to
replace or repair major computer and printer equipment.
• Taking calls from users to resolve issues, open trouble tickets to document problems,and elevating complex issues to higher
management for resolutions.
Arlington County Government 09/2004 - 12/2004
Desktop Support Specialist Tier II
• Responsible for providing support to over 1,000 County clients.
• Loading desktops and laptops with various image software with Windows XP and Windows 2000 platforms.
• Added users to the domain, establishing accounts for outlook 2003 through active directory using windows server 2003.
• Responsible for break-fix of desktop computers and previous editions of the Dell and HP laptops.
• Provided additional support for other equipments, such as various printers.
• Conducted Market research to recommend printers to clients for purchase after printer warranties expire or when
equipment is non-repairable.
• Maintained Service Desk for ticketing system and also provided 24 hour support via Blackberry for receiving email alerts
and trouble tickets.
National Institute of Health (Contractor Support) 07/2004 - 09/2004
Desktop Support Specialist Tier II
• Responsibilities included support of nearly 500 clients.
• Loaded desktops and Laptops with Windows 2000 and Windows XP adding clients to the Domain and accomplishing
break-fixes for various computer systems.
Department of Education (Government Contractor) 03/2004 - 07/2004
Project Task Lead
• Responsibilities included coordination of the Dept of Education project for all computer equipment relocations to various
office sites including the new Potomac center location.
• Provided oversight and assistance to the College to screen and hire junior technicians that conducted computer equipment
disconnections and reconnections during relocations.
• Supervised a team of junior technicians to ensure duties and responsibilities were closely monitored to ensure 100% project
success and completion.
• Assisted the Department of Education’s manager with various tasks that included attending meetings with group Managers
to plan for relocation projects on a weekly basis.
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