William Watson Email & Phone Number

Henrico, Va

As IT Manager, maintain the department’s network systems, PC’s, printers, faxes, copiers and other technology related equipment. Working within a Windows 2003 Network, created and maintains the network devices including Cisco Routers and Wireless Bridges, Servers, and VPN Connections between 6 other locations throughout the. In addition, responsible for developing the overall technology plan for the department and upgrading legacy systems in active use within the company.

Maintained the department’s network, PC’s and other technology related equipment. Created and maintained the network devices including Cisco Routers and Wireless Bridges, Three Active Directory Domain Controllers, 9 other servers and approximately 178 PCs and printers in a network environment. Designed and implemented the existing network, as well as upgraded the network infrastructure. Wrote grants in support of expansion of Police technology capabilities. Managed the day-to-day operations of the Records Division staff of five full time employees dedicated to maintaining police IBR Reports, Taxi Permits, Fingerprinting, and other requests for information from the general public. Key Accomplishments:• Migrated users from legacy DOS applications to up-to-date Relational Database based applications. Migrated the department from a Windows NT networking Environment to a Windows 2003 Server environment. Deployed the Police Department’s first Exchange 2003 Server• Managed the personnel of the Records Department, in the day-to-day operations.• Maintain Routing, Firewall and connectivity across all public safety network resources in 17 locations, using ISDN, T-1, DSL, VPN and other methodologies. Successfully developed the City of Petersburg’s first Wireless Metropolitan Area Network.• Integrated the Fire department and Police Networks allowing the Fire Department to successfully pull Computer Aided Dispatching from the Public Safety Access Point. • I successfully acquired the resources to implement the City of Petersburg’s first Mobile Data System.• Developed End User training,writing training materials and policy in accordance with State/Federal requirements for data collection. Provided training for digital mugshot image capturing, Digital Records Management, and Mobile Data Operations.• Presented complex project plans before City Council, answered questions and served as a liaison between nontechnical decision makers and highly technical vendor resources

Petersburg, Va

Provided Technical support to the teachers, administrators and staff of the Petersburg Public School system. Maintained the school’s network systems, PC’s, printers, faxes, and other related technology equipment. In addition wrote the draft of PPS’s technology plan, including policies and procedures for the support and implementation of technology within the school division.Key Accomplishments:• Provided Tier 1 and Tier 2 level technical support for the Teachers and staff of the Petersburg Public school system. • Administered Microsoft Windows XP, Windows 2000, and Windows 95/98 workstations in a TCP/IP Networking environment.• Troubleshot and resolved complex network issues that produced network slowness and bottlenecking during peak hours, through analysis of the existing network footprint. Upgraded the primary internet link from T-1 to T-3, and reduced the network lag times due to improper networking.• Planned, Developed, and presented the Petersburg Public Schools overall Technology Plan.• Installed and configured 200 new computers and printers for Petersburg High School and other Middle Schools.

Provided Technical support to the teachers, administrators and staff of the Petersburg Public School system. Maintained the school’s network systems, PC’s, printers, faxes, and other related technology equipment. In addition wrote the draft of PPS’s technology plan, including policies and procedures for the support and implementation of technology within the school division.Key Accomplishments:• Provided Tier 1 and Tier 2 level technical support for the Teachers and staff of the Petersburg Public school system. • Administered Microsoft Windows XP, Windows 2000, and Windows 95/98 workstations in a TCP/IP Networking environment.• Troubleshot and resolved complex network issues that produced network slowness and bottlenecking during peak hours, through analysis of the existing network footprint. Upgraded the primary internet link from T-1 to T-3, and reduced the network lag times due to improper networking.• Planned, Developed, and presented the Petersburg Public Schools overall Technology Plan.• Installed and configured 200 new computers and printers for Petersburg High School and other Middle Schools

San Diego, Ca

Supervise the day-to-day activities of the Support Technician Level I and provide guidance in problem resolution with less experienced staff. Record the issue and all follow up action in current call tracking tool. Perform secondary trouble shooting analysis utilizing assorted common tool sets including the CSS knowledge base. Administered user access for two separate companies with a user base of over 1900 employees. Established the first Remote access helpdesk solution for the Montgomery Kone Account with an initial success rate of 82% of calls resolved over the phone. Functioned as the Primary Outlook 98/2000/Ccmail/ and other email solution provider, assisting in maintaining the Corporate Exchange 5.5 Servers. Resolve problem issues as time and problem resolution tools allowed, or transferred ticket Vendor Service Technicians where needed, for further trouble shooting and problem resolution. Verify problem resolution and customer satisfaction according to account work instructions. Monitor group’s help ticket management queues in the call tracking system and respond as needed to close, update, or re-assign the ticket. Implemented company wide migration plans for upgrading desktops to windows NT from windows 98 and 95, also participating in migrating company dial in to a managed VPN solution. Functioned in a combination of environments including NT, Novell, Unix, and Macintosh systems. Key Accomplishments:• Supervised the day-to-day operations of the 16 members of the Premier/Kone Technical support team. • Trained staff and end users in technical support techniques, SLA, troubleshooting techniques and other emerging technologies.• Developed in-house remote administration/troubleshooting techniques as a pilot group for the Western Center help desk• Rewrote/Updated our support documentation including adding interactive support procedures, allowing us to link to information more efficiently.

Associate Of Arts And Sciences (A.A.S.), Computer Installation And Repair Technology/Technician

Education record