Manager Software
Resume:
Keith E. Holland
Tucson, AZ 85710
abll22@r.postjobfree.com
EDUCATION
Northern Arizona University – Flagstaff, AZ B.A. in Liberal Arts
Pima Community College – Tucson, AZ A.S. Computer/Network Technology
TECHNICAL EXPERIENCE
Security: Configure firewalls, set up intrusion detection software, server backups and recovery
O/S: Windows 95, 98, NT, 2000, XP, Vista, Server 2003, Novell, familiar with Linux
Software: Microsoft Office Suite, TCS (software for call center forecasting/scheduling), upgrading software,
installing virus detection software, Dameware, e-Automate, FMAudit, MWA meter reading software
Databases: MS-SQL, Access, Crystal Reports
Telecommunications: Avaya IP Office, Lucent CentreVu, Samsung, Witness (call monitoring system), Remedy (call
tracking and solutions database),
Hardware: PC support & maintenance, troubleshooting EIS Dialers, configuring Cisco routers and switches, run
CAT5, CAT3 cabling, printer installation, troubleshooting hard drives, replacing video cards, motherboards, etc.
Networking: LAN/WAN configuration, upgrading, maintaining and installing networks
EXPERIENCE
Image Solutions IT Manager Fletcher, NC
November 2007 - Present
Managed PC’s, Network, Telecom, ERP software (OMD and e-Automate), Meter reading software (FMAudit and
MWA). Integrated Ricoh, Savin, Sharp, and Kyocera MFP devices on client networks to facilitate printing, scanning
and faxing.
K & S Consulting Computer Consultant Tucson, AZ
September 2002 – November 2007
Installed networks, built PC’s, set up phone systems and service and ran cable at Southwest Kitchen Bath and Visual
Credit Call Center. Constantly going out on-site to new homes to install wired and wireless networks.
Numerous upgrades and repairs on friends, family and referral’s computers all over Tucson.
Westland Resources, Inc Network Admin/PC Tech Tucson, AZ
July 2005 – August 2006
Install new hardware and software. Configure new and existing computers. Provide support for PC, network,
application and phone related issues. Maintain on-site servers and tape back-ups. Restore files from back-ups.
Maintain PC/Software inventory database. Asset tag new IT equipment.
RMH Teleservices IT Support Manager Yuma, AZ
(concurrent with K & S Consulting) July 2003 – November 2003
Managed PC, Network, Telecom, EIS Dialer and Lucent ACD equipment in a 400 seat Inbound/Outbound Call Center.
Responsible for the routine maintenance and back-up of all IT related equipment. Ensured that all IT requests were
completed within stated time frame.
Keith E. Holland, Page 2
ARC Site Manager Tucson, AZ
(ALTERNATIVE RESOURCE CORPORATION)
July 2000 – September 2002
Provide onsite ARC management, training and support for the day-to-day operation of an IT Support Center on
client premises. Ensure that all aspects of the Statement of Work are adhered to and reported on a regular basis.
Conducted on-going and refresher training with all associates. Negotiate acceptable Service Level Agreements
(SLA) between ARC and all Escalation Partners.
SPRINT/PEOPLE’S CHOICE Assistant Director/Manager, Internet & Technical Support Tucson, AZ
August 1998 – July 2000
Established and trained a Technical Support team to provide assistance to Sprint Broadband Direct customers.
Ensured Service Quality through remote and in-cube monitoring. Created schedules to meet call arrivals. Generated
reports for presentation to and for use by upper management.
INTUIT INCORPORATED Manager, Planning & Analysis Tucson, AZ
September 1995 – October 1997
Developed and maintained adherence to $21M annual budget for Turbo Tax / Quicken Technical Support Group.
Responsible for the production of Call Volume Forecasts, Schedules (TCS), Key Performance Indicator Reports,
Employee Database, review and update call vectors and monitor call traffic to maintain service levels through Lucent
CentreVu.
Workforce Coordinator/Financial Analyst
September 1994 – September 1995
Developed Call Volume Forecast, Schedules and monitored Schedule Adherence utilizing TCS. Created hiring plans
for seasonal and regular employees. Monitored Lucent ACD and adjusted gating to achieve Service Levels. Provided
Management with timely and appropriate reporting.
MILITARY SERVICE
UNITED STATES NAVY, Fire Control Technician San Diego, CA
Supervised and trained junior personnel to operate and maintain combat readiness of Shipboard Missile Fire Control
Radar System. Generated and tracked adherence to Radar maintenance plan. Designated as Divisional Training
Petty Officer. Qualified as in-port Officer of the Deck. Awarded Navy Achievement Medal.
PERSONAL SKILLS
Excellent interpersonal, verbal and written skills.
Able to teach myself by reading manuals and performing “hands-on” work.
Able to deal effectively with a diverse clientele while solving problems.
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