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Technical Support

Odenton, Maryland, 21113, United States
May 24, 2010

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Patricia A. Holliday

**** ************ ****

Odenton, MD 21113



To obtain a position with a well established organization with a stable environment that will lead to a lasting relationship with in the technical field offering opportunity for professional advancement.


Experience has been accumulated in the Information Systems field and the support for the following: Windows XP, NT, 2000, 2003 client/server with SP2/3, MS Exchange 2003, Active Directory, MS Office 2000/2003/2007, MS Visio 2007, Mozilla Firefox, Internet Explorer 6/7/8, Netscape, Remote Desktop, Remedy, Siebel Service, Norton Symantec Antivirus, Bit Defender, McAfee, Compaq/HP Proliant DL360/380 G4 and Dell PowerEdge servers 2650/2800, SmartFTP, SCSI Hardware, Raid Configuration, 10/100/1000BaseT networks, OS installation, Troubleshooting of LAN and Personal Computers/Server Hardware.


Capitol College CompTIA Security+ Certification

Management Information Systems

Laurel, MD


04/08 – 09/09 Harris Corporation

Fort Meade, MD

Information System Technician III

* Manage the operation and support to the U.S. Army Dental Command Digital Enterprise Viewing and Acquisition Application (DEVAA) on Windows 2003/2000 servers and (CDA) Corporate Dental Application on XP systems at several army facilities in MD/PA.

* Serve as the sole point of contact on all IT-related matters.

* Install, configure and troubleshoot Windows servers and XP with SP3, MS Office 2003/2007, and Internet Explorer 7/8, network printers and scanners.

* Identify, research, and resolve technical problems related to DENCOM supplied software applications, network and Planmeca hardware.

* Create databases in MS Access to track and manage hardware inventory and update client’s information.

* Record all software and hardware issues with resolutions in Siebel Service tracking system database.

* Perform system upgrades and maintain all systems, software application and licenses.

* Manage situations involving complex technical hardware or software problems.

* Evaluate user needs and system functionality and ensure that the facilities needs are met.

* Created installation manuals and troubleshooting guide for the supported hardware and software applications.

* Provide training to clients using the Dencom DEVAA application.

* Actively participate in departmental meetings; providing feedback on day to day activity and improvement recommendations for improvement.

07/07 – 04/08 Pitney Bowes - Group 1 Software

Lanham, MD

Technical Support Engineer

* Provide technical and software support via telephone, email, or web portal to customers.

* Responsible for resolving system configurations/setup, product functionality, product updates and usage of coding product’s on a Windows environment to customers throughout the U.S.

* Maintain the support mailbox to open new or add activities to Siebel Service 7.7 tracking system.

* Assist in testing and troubleshooting supported software.

* Attend internal training sessions on product specific and platform specific information relating to Group 1 products.

04/06 – 07/07 Hewlett-Packard/Northrop Grumman

Washington DC

Technical Support Engineer

* Provide technical and application support to more than 3000 users at the USPS Headquarters.

* Lead medium to complex level team projects and assign tasks to subordinates.

* Provide resolutions to Windows XP, printers, scanners connection issues and software applications, recording problem and outcome in the Remedy Information Technology Service Management tracking database.

* Perform software installation and configuration on HP/Compaq personal computers, notebooks and Windows XP.

* Interact with USPS clients, providing technical solutions to computer and software related problems.

* Install and configure Cisco wireless networks ensuring connectivity on laptops.

* Survey all equipment to determine upgrade.

07/98 – 12/05 Computer Sciences Corporation

Springfield, VA

Senior Technical Analyst

* Install and test developed messaging system software application on Windows NT/2000/2003/XP systems for the Information Resource Management (IRM), Test and Deploy Branch/Operational Program Management.

* Build and stage Windows NT/2000/2003/XP with SP3, Terminal Emulation, and Exchange Server 5.5/2000 servers on HP/Compaq rack mount servers, Sony/Dell/Compaq laptops and setup and configure LAN test beds to comply with the Diplomatic Security guidelines.

* Provide Tier 3 technical support using Remedy, regarding reported troubles and questions with programs to deployment teams and administrators at the domestic and overseas post.

* Act as a Program Manager for the Cablexpress messaging system database.

* Create test matrix to meet client’s requirements and documenting results.

* Produce procedure manuals, user and troubleshooting guides for the supported software applications.

* Deploy and configure messaging system software on Windows 2000/2003 servers system at the US Embassies, Consulates and domestic sites and monitor system performance after implementation.

* Instruct System Administrator’s how to utilize and troubleshoot the system and software.

* Research and evaluate hardware compatibility, feasibility, and cost to use as program platforms.

* Assist remote US Embassies, Consulates and local administrators with upgrades, patches and operation configurations.

09/95 - 07/98 DynCorp International

Washington DC

Assistant Task Manager

* Provided support for Novell Network/ Windows NT for the Office of the Secretary of Defense.

* Served as coordinator for the Point of Contact of each sub organization being upgraded.

* Supervised and assisted team members for Windows NT, Outlook 98, and Microsoft Office 97 rollout.

* Provided the installation and configuration of all network devices.

* Established and maintained Novell network access and security for 800+ users.

* Installed NIC cards and configured all clients PC’s for Ethernet 802.2.

* Provided on-site support and service for users and assisted one-on-one training.

* Installed and configured Nov*IX Firefox, Netscape, and CCmail.

* Installed, tested, and terminated RJ45 and Thinnet cabling.

* Researched and recommended hardware and software upgrades for the Wang system.

01/97 – 01/98 DynCorp International

Washington DC (Part-time)

Network Specialist

* Performed, monitored and documented Palindrome backups on servers.

* Monitored and troubleshot network communications lines on LAN and WAN using HP Openview.

03/92 – 08/95 DynCorp International

Washington DC

Network Specialist

* Troubleshot network communication circuits for overseas and domestic post at the Department of State.

* Monitored and ensured the physical and logical connection to the IBM 9672 System.

* Performed in-house loops and remote loopbacks using the Digilog 800 protocol analyzer and the Firebird MC6000 communication analyzer.

* Supported the exchange of foreign affairs information throughout the national and international offices.

* Tracked trouble notices on the Department of State FADPC tracking system.

* Provided system administration for the Wang servers

* Performed system upgrades and configured hardware and software.

* Provided support to users in all aspects of network, hardware, software, and peripheral usage.

06/88 – 03/92 Network Solutions

Washington DC

Computer Specialist

* Provided system administration for the Wang servers and workstations.

* Performed system upgrades and configured Wang software.

* Installed coax cable connection and configured network interface connection through the netmux modem.

* Tracked trouble notices on the Department of State FADPC tracking system.

* Provided support to users network connection, software configuration and peripheral usage.

* Conducted on-site service and training to users.

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