Customer Service Field

469-***-**** Mark H. Hollowell Dallas, Texas *****

***********@*******.***

Mission Statement: To provide World-Class Customer Service in a Timely and Professional

Manner at all times. Whether directly or by remote, I am always ready to contribute.

Summary: Over 25 years’ experience installing, upgrading, and maintaining Intel or compatible based systems running from Win95 to Win7, Win8, and Win10. Usually connected via Ethernet, Token-Ring, or Wireless topologies. 15 years experience supporting PowerMac and PowerBook systems connected with AppleShare and AppleTalk. 10 years’ experience providing remote support using Microsoft SCCM, Jabber, and VMWARE. This was in Callcenter, Corporate, Campus, Government, and Field Service environments.

Hardware: CPU’s: 8088 – i7 computer assembly, installation and repair.

Including IBM, MacBook/iMAC, Compaq, Dell Optiplex/Latitude, Acer, HP, Epson, TI, AST, and Zenith.

Peripherals: Installation and repair of dot-matrix, inkjet, thermal, L.E.D.

and laser printers. Supported brands include Epson, IBM, HP, Compaq, Citizen, LEXMARK, Dell, TI, Apple, Canon, QMS and Brother. Maintained functionality and connectivity of 3Com, Xylan, and Cisco hubs and switches. Supported hand-held devices from Palm, Blackberry, Sony, and HP. Multipoint IP A/V support utilizing Crestron equipment.

Software: Installed, configured and supported MS-DOS through 7.0, Windows 3.x, Windows98, WinNT 4.0, Windows 2000, Windows XP, Windows 7, Windows 8, Windows 10-1909, Exchange 5.0/5.5, IMS21v6.2, Horizon, Leap 5.4a, Maxxess 6.5, McAfee 8.8 Enterprise, EPO 4.0, Wintegrate 98, Tivoli End Point, Netware 3/4.x, Lotus Office Suite, Microsoft Office 97, Office 2000, Office XP, Office 2010-2016, MLS for Windows, PC Access for Windows, Remedy, Rally!6.5, Adobe Photoshop5.5, Lotus Notes 4.0-6.5.1 Client, Norton AntiVirus Enterprise, pcAnywhere 10.5, HEAT 7.0, Vantive, Sprint VPN, PeopleSoft, Citrix Metaframe, Unidesk, vSphere, VMWARE, SCCM 2012, Magic, ServiceNow and SAP 4.6b. Utilized SMS 1.2-2.0, Timbuktu, NetMeeting, MMC plug-ins and Norton Ghost 5.0-7.0. Configured DHCP, DNS, and WINS. This was both desktop, telephone, and remote support via SCCM or Jabber.

Work History:

Santander Consumer USA Downtown Dallas, TX

Desktop Services-Manager -THX 08-20 to 11-24

Oversaw the IT operations supporting over 1200 users working onsite and remote. Utilizing a Team of 4 technicians we provided White-Glove support to VIPs and regular employees. Hardware consisted of HP laptops of various generations that were Imaged onsite using Microsoft SCCM. Operating systems supported were Windows 10 and Windows 11 of various Builds. Also supported basic issues with iPhones and Android devices. Support was provided using the Service Now ticketing system (INCs, SCTASKs) and a Kiosk for walk-ups. Software consisted of the O365 suite, Teams, Citrix, SSMS 2018, Visual Studio 2022, and a variety of In-house applications. Completed 2 major projects: Hardware refresh for 500 laptop users and OS upgrade from Windows 10 to Windows 11 for 700 users. Primary remote tool was RC-Viewer.

Rexel Energy Addison, TX

Project Lead 12-16 to 5-20

Provided L1, L2, and L3 support for over 3000 users across the United States and Abroad. Utilizing DameWare, iVanti, SecureDoc, and Microsoft Teams, implemented solutions for a wide variety of Windows 7/10 and Office 2016 issues. Supported H/W included Dell Latitude, Dell Optiplex, HP Elite series Desktops and Laptops. This included Vendor Warranty and hands-on repair. Projects included Windows 7 to 10 migrations, Windows 10-1703 to version 10-1903 migrations, and H/W upgrades from Dell to HP. Specialized in data recovery from encrypted and non-encrypted SSD and SATA drives.

The Options Clearing Corporation Keller, TX

Senior Helpdesk Analyst 3-06 to 10-16

Provided level 1, 2, and 3 support for approximately 600 users in the Keller and Chicago offices that included White-Glove support to VIPs. H/W was Dell Optiplex and Latitude models along with WYSE thin-clients. Projects included converting existing physical system users to virtual machines utilizing Unidesk, VMWARE, and Teradici. Utilized McAfee EPO Server 5.1 to manage and update the VSE'S, DAT's, and Agents running on client systems. Also managed HIPS and DLP processes, which included white-listing devices and making firewall exceptions. Checked in and retired assets in ServiceNow after completing the decommissioning process. Contacted leasing companies for RMAs and return addresses and shipped via FedEx or UPS.

.

RCG, (Contract to ExxonMobil) Dallas, TX

Lead Deployment Specialist 4-05 to 11-05

Team Lead for XP migration involving the re-imaging and deployment of new Dell GX-280’s and D610’s at various Exxon locations. Process included checking in new equipment, recording the GUID’s, re-imaging with XP Professional using Altiris, adding to the domain, loading all standard applications, and pulling all updates available for various products. The final steps were deployment to users and verification of data and settings migration along with updating status in Remedy. Assisted with Notebook clinics to acclimate Executives to new features of XP and Lotus Notes 6.5.1. I have loaded 635 GX-280’s, 140 GX-620’s, and 415 D610’s.

Publicis, Inc. Dallas, TX

Technical Analyst 1-04 to 12-04

Provided specialized support services to various departments at Publicis’ headquarters in Dallas. Clients ranged from Account Executives to Department and Division heads. Daily duties included: transcribing Helpdesk voice mail, attending to walk-ins, checking e-mail for incident ticklers, scanning the call queue, addressing tickets, and walking the floors looking for emergency situations. Projects included hardware and software installations, along with system moves and new user set-ups. Operating system environment was a mixture of Windows 2000, Windows XP, and OSX running on HP, IBM, Dell, and Apple equipment. The e-mail clients used were Lotus Notes 6.5 and MS Outlook 2000. Supported mobile users via company laptops and Sprint VPN software. I was responsible for company inventory of desktop and laptop systems and maintained a Ghostcast server and Image library for rapid turnaround of clients whose systems had crashed and for deployment of Images to new systems.

ZeroChaos, Inc. Dallas, TX

HelpDesk Analyst 8-02 to 7-03

Provided HelpDesk support at EDS for a variety of clients running Windows 2000 and Lotus Notes 5.0. This included both in office and remote environments. Hardware and software issues were solved in a Timely manner in strict adherence to contract metrics. Hardware consisted of Dell Optiplex and Latitude systems along with HP networked printers. Issues ranged from password resets for the domain and AS400, printing problems, system problems and connectivity. This support was provided with the highest level of Customer Satisfaction in a Professional and Courteous manner.

ZeroChaos, Inc. Dallas, TX

Computer Engineer 6-02 to 8-02

Performed system upgrades to Compaq Evo or Toshiba Tecra units from Windows 98 to Windows 2000 for EDS-Sabre Systems at their Southlake facility. This included mail migration from Netscape Messenger to Outlook 2000 and the backing-up and restoring of user data files. Typical data sizes ranged from 1.0 gigabytes to above 5.0 gigabytes with 100 percent accuracy.

The Insource Group, Inc. Dallas, TX

Technical Analyst Engineer 9-01 to 1-02

Developed procedures and documentation for the 3- year Dell refresh in the downtown corporate

offices of Bank of America and then deployed as Teams. This included several different internal

entities such as: Oil and Gas, Wealth-Management, Tax, and Royalties. System data was first

backedup, including any user specific settings. Then new units were put in place, data recovered

from network shares and user parameters restored.

CDI, Inc. Dallas, TX

Field Service Engineer 8-01 to 9-01

Completed the relocation of two Coldwell-Banker offices in Waxahachie into one new one.

This included connecting 38 real-estate agents to the internet, using both laptops and desktop

units. I also set-up a Windows 2000 lab using 14 new Dell tower systems. Specialized real-estate s/w was then installed.

TEK Systems, Inc. Dallas, TX

Computer Engineer 7-01 to 8-01

Developed documentation and s/w for the Windows 2000 migration of Turner Construction Corporation. This included the creation of *.msi packages for various operating systems and applications, the testing of archive scripts and the set-up of VPN’s. After lab testing was complete we deployed as Teams to the various job-sites and business-units in the Dallas area. I personally set-up and configured over 240 units at various locations. This included saving user data to network shares from Win98 systems, recording drive and printer mappings then putting

the new system in place and configuring to the user’s needs.

Education:

Richland Jr. College (Dallas, TX.) AAS 1994

A+ Certification (PC) 1997

Ad-Visor (Visor PDA Training) 2000

MCP (NT4.0) 2000

HP Certified Professional (Current Products) 2001

7 Habits of Highly Effective People 2015

ITIL Foundations 2014

Awards: US Army: Good Conduct Medal (Perfect Record)

US Army: Meritorious Service Citation

Certificate of Commendation (Perfect Telecomm Field Exercise).

Texas Instruments: Quality and Simplification Awards:

1981, 1982, 1984, 1985, 1986, 1987, 1989, 1990.

Perfect Attendance Awards:

1985, 1986, 1987, 1988, 1989, 1990.

Publicis: Over 40 Individual recognitions via their Passion Point program.

Contact this candidate