Mark Watts

IT Analyst, Remington Hotels

Mark Watts mark.d.watts@verizon.net Skills: Windows 95-Windows 7 Macintosh OS 8.x-OS X IP Networking & Subnets DHCP-DNS-Protocols Altiris/Ghost imaging Office 97-2007- Outlook Expert Executive Escalations AD/Netware Admin CRM-Clarify-Heat Ten yrs phone/e-mail/desk-side exp. Experience: 2008-Present Remington Hotels IT Analyst Dallas, TX Responsible for 1500 user network supporting primarily XP/Vista and Office 2003-7 2007<30-day rollout> En Pointe Technology Field Support Technician Irving, TX Duties included rollout of new XPsp2 image using Altiris as well as helping clients with e-mail, application, network and Windows issues. 2005-2007 AT&T Internet Services DSL Network Technician Richardson, TX Duties including troubleshooting home and SOHO DSL connectivity. I use AT&T proprietary tools as well as ping, tracert, ipconfig, ftp and telnet with applicable switches to diagnose and resolve issues with customer’s network configuration as well as AT&T’s. Other issues include Radius server administration to resolve authentication issues as well as problems with the TCP/IP stack, network drivers, application compatibility and hardware. 2003-2005 TelVista Inc Tier II DSL Technician Grapevine, TX Duties including troubleshooting DSL connectivity. I use Verizon proprietary network tools as well as ping, tracert, ipconfig, etc. with applicable switches to diagnose and resolve issues with customer’s network configuration as well as Verizon’s. Additional issues include problems with the TCP/IP stack, network drivers, application compatibility and hardware. 1998-2003 Microsoft Corporation Admin / Tier II / Mentor Irving, TX 1998-1999 Responsible for problem determination of inbound support calls which most often consisted of first-touch resolution of server and desktop issues and subsequent closure or re-routing to appropriate escalation group. 2000-2001 Hired full-time, beginning 6-months training provided by Microsoft Premier Messaging Group followed by 1 ½ yrs providing Tier I support for Outlook 97-2002 POP3/IMAP/Exchange, Outlook Express & Netmeeting while mentoring to out-sourced technicians. I never failed to solve an E-mail client-related issue or to provide training on how-to questions. I rarely escalated a client-related case achieving the our highest closure-rate 2002-2003 Attended 6 months internal training provided by the Premier Platform Support Group followed by 7 months logged as Tier I technician for Windows 2000/XP, supporting setup, networking, multimedia, performance-related and application-compatibility issues. I escalated less than 1% of all cases 10 yrs in Tech Support/Helpdesk.....married with 3 grown kids and one beautiful grandson. I like playing 9-Ball, 8-Ball or 10-Ball, watching the Cowboys or Mavs, my huskies and workin' on my cars--in that order--somtimes <g>.