David H. Watts Email & Phone Number

Morrisville, North Carolina, United States

Support position at National Institute of Environmental Health Sciences (NIEHS) responsible for over 1,700 Windows Endpoints, providing Tier III PC support, and direct customer support for VIP’s. • Responsible for all aspects of SCCM including task sequence imaging, creating and deploying applications / packages, and overall Endpoint health.• Maintain Active Directory to ensure Endpoints were in the proper OU and stale objects are removed. • Create and apply Group Policy to meet required security guidelines.• Utilize SCCM automatic distribution rules (ADR) to deploy Windows and Dell updates.• Create and review Standard Operating Procedures. • Experience working with high-end equipment (microscopes, cameras) and scientific software• Responsible for administering Code42 crash plan for backup and recovery• Administrator for McAfee e-policy orchestrator (ePO)• Created a software test team for deployment and software testing.• Experienced with ServiceNow and working with Service Level Agreements (SLA)• Work closely with System Administrators and third-party software developers.

Desk-Side support lead position at National Institute of Environmental Health Sciences (NIEHS) responsible for over 1,700 Windows Endpoints, providing lead Tier II PC support, and direct customer support for VIP’s. Originally hired for a tier II PC Support position but promoted in seven (7) months to Team Lead. • Desk side support including Executives (VIPs), Research and Development, and clinical labs.• Created and updated Standard Operating Procedures for changes in the environment, for more efficient process, and to include process for new software or newer versions of software being deployed. • Managed workload for each technician and perform quality checks on service provided to the end users.• Key escalation point for all issues which desk side technicians could not resolve.• Worked closely with other teams (security, networking, system administrators) to solve complex issues.

• Provided support to scientists, researchers, and administrative support for over 1500 Windows devices• Working knowledge of Active Directory (AD) and Group Policy• Worked well under pressure to solve critical PC problems• Strong problem-solving skills • Strong ability to work with little to no supervision

Morrisville, North Carolina

Maintained excellent customer service relationships with internal and external customers. Built a database system to store user information, access levels, and other required information to improve customer satisfaction and team productivity. This database is a critical part of producing information for audits and eliminated the need for 170 Excel spreadsheets.• Performs user account rights and role management in designated Electronic Data Capture systems• Interfaces with other departments as appropriate to ensure department and project goals are met and issues resolved quickly• Created and maintained MS Excel forms using VBA• Created VBA scripts used to compare and clean data sets prior to importing to the database

• Performed remote software installs/upgrades Microsoft & InterAct products• Provided remote training to customers including setup, configuration, administration, and operation of InterAct product, Microsoft Windows Server/workstation, and Microsoft SQL.• Developed scripts/process required to set up servers as a secured (STIG – DOD) environment before the installation of InterAct products and performed testing after installations to verify servers were still in secured status.• Determined installation & setup security enhancements need to meet customer requirements.• Installed, configured, and used PRTG Network Monitoring software• Participated in design and implementation of 911 systems• Worked on Microsoft Active Directory and Group Policy• Troubleshot network and hardware issues on various devices• Familiar with JIRA and Confluence• Provided tier 3 support to global customers• Setup and maintained VMWare systems• Worked in an agile environment • Currently hold a DOD Secret Clearance

Greensboro/Winston-Salem, North Carolina Area

Handpicked to establish quality assurance (QA) operations for the organization with overall responsibility for setting and communicating the technical vision, direction and function of the department. Provided leadership, training and supervision to a team of 15 testers and QA professionals in the US and Singapore. Developed all QA processes, procedures, standards and best practices to effectively identify, analyze and resolve software bugs and defects. • Evaluated, acquired and adopted Mercury Test Director, thereby providing a formalized regression test suite for InterAct products including the flagship Computer Aided Dispatch (CAD) system.• Developed and Maintained department budget

•Configured, installed and supported MS software and InterAct products. •Trained customers on application usage•Project/Product manager for Fulton County, GA Computer Aided Dispatch (CAD) software implementation. Worked on-site to implement all aspects of CAD system, including GIS, data conversion, historical data conversion, CAD configuration, administrator / user training and cut-live support.•Developed testing processes for new features. Tested features to ensure that they’re working per specification and do not cause a failure in other features of the product. •Reproduced problems reported by customers, do that the details can be provide to engineering to develop a patch.•Assisted application engineers in problem resolution.

•Recognized medical emergencies; assessed situations; managed emergency care and extricated the patient if needed. •Assigned priorities of emergency treatment and recorded data. •Exercised personal judgment if medical direction is interrupted by communication failure or in cases of immediate life-threatening conditions.

•Received and evaluated calls from the public for emergency services•Multi-tasking ability to include the use of radios, telephones, and Windows CAD platform

82nd Airborne/ 618th Engineer CompanyJ2 - Seoul, KoreaFt. Hood, TX