Francis D. Holder

**** *** ******* ***.*** Falls Church, VA 22046 423-***-**** E-mail: aczh2h@r.postjobfree.com

Objective

IT Support Technician to assist users with computer functionality and operating system processes.

summary of achievements

Completed a large-scale operating system migration for over 11,000 Hewlett-Packard desktop and laptop computers.

Reduced the Capital One operating system migration timeline from six to four months with proper coordination from diagnostics and testing to the migration process.

Saved Home Depot thousands of dollars in shrink by conducting regular price-checks and accurately making price changes using a Microsoft Windows Mobile 6.5 MC75A mobile computer.

Deployed hundreds of hardware and software at over 50 Capital One Bank locations in the Washington, D.C. Metro Area.

Education

B.A., Communication, George Mason University, FAIRFAX, VIRGINIA, 2001.

Concentration in Media Production & Criticism

specific Training

Windows XP, Windows 8.1, Windows 10, BIOS, (CLI), HP PC Diagnostics UEFI, Office 365, Microsoft Office (95-2013), SharePoint, ServiceNow, BMC Remedy, BMC FootPrints, HTML/XHTML and CSS.

Experience

USO/Nonprofit Organization (Contract)

IT Support Technician/Helpdesk, August 2016 – January 2017

Bootstrap load Symantec .gho images onto Hewlett-Packard G Series desktops and laptops to initiate Windows 7 and Windows 10 OS for CONUS and OCONUS in support of USO operations. Revise and edit post-image configuration and deployment documentation for HQ, US-Stateside, and Overseas machines. Clean install Windows 10 from scratch, create boot media, and deploy image on HP EliteBook 800 Series laptops. Deploy Symantec Endpoint Protection updates. Install or replace memory and peripherals. Troubleshoot network connectivity and wireless access for local computers. Perform AirWatch installs, iPhone 7 updates, and administer software updates to MacBook Pro (macOS). Track inventory of outgoing and incoming machines via SharePoint. Responsible for sysadmin support of local account on end user desktop and laptop computers. Research and document steps taken to troubleshoot Office 365, hardware, software, and OS issues and assign tickets through BMC FootPrints ticketing system. Coordinate with HP Support to resolve issues. Handle special projects consisting of diagnosing repairs and solving system malfunction issues.

Significant Accomplishments:

Quality Assurance - 99.9% of the time on hand inventory report matched SharePoint inventory.

Business Process – On average, 6 tickets were resolved per day in BMC FootPrints.

UNISYS/FANNIE MAE

Asset Manager/Level 3 Customer Engineer, March 2015 – April 2016

Track and transfer inventory using Remedy IT Asset Management. Contribute to IT assets life-cycle through planning, procurement, deployment, usage, upgrade, decommission, disposition and salvage. Image computers using SCCM and bring system to compliance w/Configuration Manager Properties on Hewlett-Packard laptops, and Lenovo Desktops and laptops using Windows 8.1 operating system build. Utilize the core principles of ITIL with emphasis on Service Transition to fulfill production goals. Provide support services for Windows 8.1 operating system issues. Support Return-to-Inventory efforts using ServiceNow and Lotus Notes. Create asset management spreadsheet in Excel and use Excel Macro for automation of salvage and HDD requests. Perform IMAC support for installs, moves, add-ins, and changes.

Significant Accomplishments:

Quality Assurance - 99.9% of the time scanned inventory was accurately downloaded into Remedy.

Business Process – Imaged a combined average of 30 desktops and laptops in an 8-hour period.

HOME DEPOT

Freight/Operations Associate, April 2011 – September 2014

Conduct inventory control. Scan SKUs for sold out merchandise throughout assigned departments of store. Validate store items for inventory checks and make price changes on items as needed. Organize pack-down and pack-out of store inventory; licensed to operate forklift, order picker, electric ladder, and reach truck as required to stock and pack-down inventory. Use product knowledge and FIRST to guide customers throughout the Home Depot.

Significant Accomplishments:

Operations - Saved time and additional cost by learning how to utilize the RDBMS system of the MC75A mobile computer to help organize stock and update store transactions.

Retail Sales – Increased sales by following procedure for placement of store merchandise throughout seasons.

UNISYS/CAPITAL ONE

Configuration Management Technician/Deployment Specialist, July 2013 – July 2014

Guide responsibilities on SCCM for installing, maintaining, and repairing company and multi-vendor systems on Capital One contract. Diagnose, test, and resolve product performance problems on Hewlett-Packard Desktop and Laptop computers. Trouble-shoot Windows XP, Windows 7, standard MS applications, and HP hardware with proficiency. Document procedures conducted for desktop and laptop diagnostic process. Handle potential or desired follow-up services (Sales/Systems Engineering) and problem escalation. Coordinate logistics by accurately accounting for system configurations that will be shipped for deployment.

Perform hardware and software deployments. Validate, verify, and test installation of software through a by-step process. Hardware is setup by first staging, then installing new components. Post deployment procedures include testing for proper execution and installation of hardware downloads.

Significant Accomplishments:

Operational Cost – Saved Capital One labor hours by advising that McAfee encryption complete installation of each component after imaging process.

Business Process – Diagnosed, tested, and hardware-configure 50 Hewlett-Packard desktop and laptops on average per day.

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