Support Specialist Technical

DOUGLAS WATERMAN, MCSA

*** ****** ******

Middleboro, Ma. 02346

Email **********@*****.*** phone 781-***-****

Summary:

Microsoft Certified System Administrator with 17 years technical-support experience, seeking an IT support position that will leverage my hardware, software, and networking background as well as my interpersonal skills and strong work ethic to support a growing organization.

Technical Skills:

Able to analyze, design, install, administer, and maintain hardware and networked solutions based on the Microsoft Windows family of PC and server operating systems.

Operating Systems: Microsoft Windows XP Professional, Windows 7 Professional, Windows 10 Professional, Windows Server2008, 2003, Windows 2000,

Software: Microsoft Office 2007,2010, (Outlook, Word, Excel, Access, PowerPoint. Project, Lync), Adobe Professional suite plus Exchange

Hardware: Installations of local and networked PCs, printers, scanners, print servers, routers, iPhones; Uninstall, “sanitize,” decommission, and collect old devices

Networking Tools & Utilities: Active Directory, DNS, DHCP, remote access/VPN, permissions controls, Group Policy, TCP/IP, WLAN/WAN, Ethernet, antivirus applications, firewalls, KVM, routers, switches and hubs, V-Center for virtual server environment.

Professional Experience:

January 2020 – Present

Information Sciences Consulting, Inc. (ISCI)

Essential Duties and Responsibilities

Act as Business Requirements (BRD) Reviewer MOU ISA (Memorandum of Understanding and Interconnection Security Agreement) for Veterans Affairs Administration.

Provide project management establishing and coordination of MOU/ISA agreements from inception to signature process that document the external connection of organization systems to ensure facilitation of the CA-3 control system interconnections. Supporting the National Institute Standards and Technology (NIST) 800-47

Coordinate efforts by working with federal employees, contractor staff, and partners. Assist System Owner and support staff by providing timely advice, guidance, and templates to complete required tasks and documentation.

Subject Matter Expert for MOU/ISA process. Research user questions and requests; make recommendations based on Department and Office Inspector General (OIG) policy; complete file transfer requests in accordance with federal and Department and OIG guidance.

Support system Assess and Authorize activities, to include, artifact gathering, system security and associated plan updates, and other documentation review and updates for OIG systems and applications.

Utilize SharePoint, Teams, Outlook for collaboration with VA and partners.

Utilize Adobe Acrobat, Word, Excel, Power Point for creation and editing of documentation.

ASM Research

March 2016 – October 2019

Essential Duties and Responsibilities

• Perform Information Assurance tasks

• Assist in the remediation, coordination and validation of Printers and PC`s

• Develop and analyze Risk Based Decisions

• Operate effectively in a government customer environment

• Coordinate with program team members to gather and validate data, part of a high performing team

• Assess the Cyber security risk of IT systems documenting them in formal risk assessments and supporting artifacts

• Organize, develop, analyze, and present briefings, written summaries, and written reports incorporating narrative, tabular and/or graphic elements.

• Evaluate security plans and assure successful implementation.

• Applies knowledge of security principles, policy, and regulations to daily tasking.

• Cyber Security document management and familiar with security and privacy rules.

• Research policies, procedures, standards, and guidance, and applies needed changes under specific conditions for the protection of information and information systems

Vertex Pharmaceuticals, Boston, MA

Helpdesk Analyst

May 2015 – December 2015

Provide global end-user support via phone, remote access, and email.

Present outstanding customer service.

Troubleshooting hardware, software, email, Outlook, and Exchange,

VPN, mobile devices, printer/scanners, and network issues. Mobile device support, managed through Maas 360.

Install software over the network.

Provide exceptional customer service and follow up. Deliver first line of support for all employees of Vertex worldwide.

Thoroughly document all work performed in the tracking and incident management system.

Documentation includes a clearly defined description of the problem, complete troubleshooting steps, equipment assist information, client communications and a description of the resolution.

North Brookfield Savings Bank, MA March 2014 – May 2015

Support Technician

Hired for special projects migration from Windows XP to Windows 7 and creating clean images of Windows 7 for deployment.

Responsible for the deployment of 30+ computers.

Physically installed servers.

Software installations: Microsoft Office Suite, banking programs, Microsoft Essentials, Adobe Flash, and Java licenses.

Sanitized hard drives, replaced hard drives, upgraded RAM.

Removed all electronic devices and stored for building renovations. Reinstalled.

Contact this candidate