Software Project
Resume:
Holly V. Brown
*****@**********.***
OBJECTIVE:
To provide quality and friendly computer systems support utilizing my certifications, troubleshooting skills and
acquired knowledge while working in an environment that encourages diversity, education and growth.
SKILLS SUMMARY:
Certifications: Networking: Operating Systems: Applications:
A+ Installation Windows XP MS Office Suite
Dell Hardware Windows 2000 Access
Compaq Troubleshoot Windows NT 4.0 Outlook
Toshiba SMTP Windows ME Eudora
HP TCP/IP Windows 95/98 Remedy
LAN/WAN Windows 3.x ArcServe
Utilities: VPN Mac OS 7.x, 8.x, 9.x, X Protobase
PQDI Act!2000
Ghost CardScan
PCAnywhere Palm
HEAT MSE 1.7, 2.0
ER
WORK HISTORY:
Siemens Business Systems, Redmond, WA December 2001 current
Hardware Service Technician at Microsoft Corporation September 2002 - current
Monitor incoming service requests for multiple buildings. Manage my time contacting, scheduling,
assessing and resolving a broad spectrum of technical issues for individuals within a timely manner.
Educate users on maintenance and prevention. Utilize resources and tools to resolve issues. Escalate
and follow-up unresolved issues. Work with a variety of servers, desktops, laptops, wireless
networking, peripheral devices, networked and local printers and Microsoft and non- Microsoft
applications. Stay current on and support emerging technologies.
Helpdesk Technician at RealNetworks December 2001 August 2002
Primary responsibility was to intake, assess, distribute, solve and escalate web-based, email, phone
and walk-up helpdesk requests. Troubleshoot user issues to include hardware configuration or
replacement, data recovery/transfer and OS upgrades. Gather information for, distribute and first
tier troubleshoot VPN systems. Maintain database of assets handled by helpdesk. Conduct systems
and peripheral inventory, order and receive items. Image hard drives for configuration and
distribution of new desktop and laptop systems. Identify and coordinate RMA of warranted
equipment. Back up user data onto CDs.
Giant Campus, Kirkland, WA April August 2001
Technical Coordinator at CyberCamps in Riyadh, Saudi Arabia and Guangzhou, China
Traveled to Riyadh, Saudia Arabia and Guangzhou, China to install software, and utilize Ghost to
image PCs in either a peer-to-peer network or client-server network. Installed printers, scanners,
digital cameras and shared folders. Taught teachers and students how to utilize the equipment.
Managed day-to-day technical issues, from problem identification to final resolution. Documented
the system specifics, how to use Ghost and troubleshoot problems with the network for training of
Technical Assistants. Generated rapport with existing technical support personnel, some with limited
English proficiency. Documented daily happenings for Seattle management. Developed and
maintained a great working and residential relation with both supervisor and co-worker.
Holly V. Brown
*****@**********.***
Technical Coordinator at UW CyberCamps in Seattle, Washington
Supervised various electrical, networking and hardware contractors to install an independent
networked system. Verified image integrity of PCs, and reliable connectivity for web-based course
delivery. Performed weekly data backups and other systems administration duties, as well as everyday
troubleshooting of hardware, software, network and Internet connectivity issues. Communicated
status and technical reports with home office.
IBS Seattle, WA May 2000 January 2001
Lead Hardware Specialist for Wizards of the Coast October 2000 - January 2001
Responsible for the receipt and installation of hardware for 18 HP servers for enhanced e-commerce
model; to support multiple online stores. The environments consisted of development, test, staging
and production. Individually installed Windows 2000 Advanced Server and SP. Coordinated the
install of SQL 3.0, Site Server and IIS configurations. Facilitated move of servers to a secure,
collocated facility. Created financial analysis of hardware build. Analyzed data for web content.
Project Administrator at Starbucks Coffee Company July October 2000
Led administrative tasks for $30 million global telecommunications program with 12 major projects.
This included new phone system, ACD, contact center management system, online fax, voice-mail
improvements and transition to a new long distance carrier. Coordinated many meetings among
vendors, customers and cross-functional teams. Managed the preparation, packaging and
distribution of RFP documentation. Intake and disbursement of proposals and helped ensure fair
communications and business practices among review team and potential vendors. Maintained the
Master Project Schedule.
Tier 2 Support Analyst Frank Russell Company May July 2000
Provided helpdesk support for launch of a new Internet portal product. Verified configuration of
hardware devices. Resolved and escalated technical issues. Support included connectivity and
account needs. Documented issues and solutions for Institutional Investors Portal project.
LibertyBay.com Tacoma, WA March May 2000
Support Analyst
Staffed a 24-7 helpdesk. Provided phone support to clients with connectivity and account issues.
Helped them configure their PCs, both Win 9x and Mac OS 7.5.1 to 9.1. Created documentation for
Macintosh OS. Installed and configured NIC cards in helpdesk PCs.
ICON Software Tacoma, WA January 1999 January 2000
Software Services Consultant
Team member of the 24-7 Helpdesk. Supported more than 250 client sites utilizing multiple versions
of the Filmstar product, a custom point of sale application. Provided network software support for
Windows 95/98, Windows NT and Novell. Additionally supported non-filmstar applications.
Documented their problems; resolved and/or escalated problems. Traveled to customer sites
throughout the USA to assist with installation and configuration of system hardware and software.
Onsite and remote training of managers, and end users on how to use Filmstar. Performed remote
software upgrades and system maintenance. Identified and alerted programmers of revision requests.
EDUCATION:
Bachelor of Arts, Liberal Arts, Evergreen State College, Olympia WA 1992
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