1. Marc Hollander
Technical Experience
Over fifteen years of information technology experience with extensive virtual machine, hardware, software installation,
network/systems administration and maintenance. Excellent communication and people skills established through
employee interaction in customer service and problem resolution. A deep felt desire to serve the customer, resolve
problems and provide a complete IT support solution. A self-starter that is well organized and capable of multitasking
with numerous responsibilities while meeting required deadlines and possesses working knowledge of client server
network fundamentals.
High level of expertise in:
• Troubleshooting hardware, software, virtual machine, network, and operating system issues
• Branded and non-branded PCs, laser printers, laptops, tablets, smart phones, and peripherals
• Hardware repairs/upgrades such as video cards, motherboards, RAM, and hard drives
• Providing user support by means of remote access tools
• Ticket resolution and responding to all inquiries in a timely manner
• Translating technical language into easy-to-understand terms
• Server/workstation builds, both software and hardware based
Education
• Santa Barbara High School, Santa Barbara, CA
• Technology Development Center, Ventura, CA
• Comp TIA A+ Certified Computer Systems Technician
Technological Inventory:
• Operating Systems: Microsoft Windows (all versions including XP/7/8/10); Mac OSX 8 thru 10.11; iOS,
Android, Blackberry mobile devices; internet/intranet based ticketing systems (ServiceNow, Remedy, Serena
Business Manager/TeamTrack, HEAT)
• Remote Administration: Symantec Management Console/Altiris, RealVNC, TeamViewer, MS SCCM and RDC
• VMware: vSphere Client 5.1; Horizon View Administrator 5.2, VMware 4.11
• Security Technologies: Barracuda Network Products; Symantec Corporate Anti-Virus; MacAfee VirusScan
Enterprise and Encryption; Avira AV; Sophos AV; Malwarebytes Anti-malware
• Networking: LANs, WANs, VPNs, Wireless, Routers, Firewalls, TCP/IP
• Software: MS Office 1997 – 2010, O365; MS Communicator; MS Exchange 2000 – 2010; Active Directory;
Adobe CS 6; Axess 4.1, Veritas/Symantec Backup Exec, Ghost; iBackup; Acronis True Image; GE Harvester,
Casper Imaging, File Vault, FlexNet, Windows Deployment Services, various others
• Creative Software: KPT; Sony Products (Vegas Video, Sound Forge, DVD Architect, Acid); Ableton Live;
Native Instruments Suite; Steinberg Cubase VST and Recycle, CD and DVD burning software
Professional Experience
Accenture, San Francisco, CA
1-2016 to Present
Desktop Support Specialist
Contract Desktop Support Specialist for:
• Local desktop support administrator for 200 users (90% PC / 10% Mac)
• Imaging, installation, testing and configuration of all hardware/software
• Performs hardware inventory following document hardware maintenance process
• Participates in the implementation and installation of new laptop/desktop computers, smart phones, and tablets
• Troubleshoots equipment problems to ensure functional operation; performs major and minor repairs
• May support/troubleshoot network problems and support/troubleshoot client connectivity
• Update all asset information in asset management system (FlexNet)
2. • Opens and actively tracks technical incidents to meet team's SLA obligations
CompuCom / General Electric Software, San Ramon, CA
8-2015 to 12-2015
Desktop Support Technician L2
Contract Desktop Support L2 Technician for:
• Local desktop support administrator for 2000 users (90% Mac / 10% PC)
• Imaging, installation, testing and configuration of all hardware/software
• Troubleshooting/relocation of data equipment and data lines including hardware, printers and related equipment
• Participates in the implementation and installation of new laptop/desktop computers, smart phones, and tablets
• Desktop setup, breakdown, and relocation
• Cisco IP Phone Administration
• Troubleshoots equipment problems to ensure functional operation; performs major and minor repairs
• Opens and actively tracks technical incidents to meet team's SLA obligations
Contra Costa County Employment and Human Services, Contra Costa County, CA
9-2014 to 8-2015
Desktop Support Technician II
Contract Desktop Support Technician for:
• Local desktop support administrator for 1200 users in 30 locations
• Installation, testing and configuration of all hardware/software
• Relocation of data equipment and telecommunication lines including hardware, printers and related equipment
• Participates in the planning, implementation and installation of new desktop computers and peripherals
• Confers with information services staff in the evaluation, selection, acquisition and implementation of computer
hardware and/or software solutions
• Troubleshoots equipment problems to ensure functional operation; performs minor repairs
• Opens and actively tracks technical incidents to meet team's SLA obligations
• Coordinates major equipment repairs; locates vendors and ships parts as needed
• Performs system administration functions including monitoring users, modifying user profiles, resetting
passwords and file maintenance
• Coordinates and conducts user training, education and problem-solving sessions; counsels users regarding
system functionality; and develops documentation for user problems including system and user manuals
Matson Logistics, Concord/Oakland, CA
10-2013 to 9-2014
Desktop Support Tier II
Contract Desktop Support Technician for:
• Systems Administration and Backup with MS Windows 7, Server 2003/2008, MS Exchange 2010, and Symantec
Backup Exec
• Local and remote desktop administrator for 400 users in 12 locations utilizing Symantec Management
Console/Altiris Notification Server, VMware Software, RealVNC, RDC, and TeamViewer
(also on-call 24/7 for any problems or issues after hours)
• New employee orientation and training on all policies and procedures
• Virtual machine creation, implementation, and remote administration using VMware Software
• Writing IT technical procedure documents, and problem and change management ticketing system
• Complete Windows builds including VM and laptop/desktop utilizing VM software and WDS
• Smart phone and tablet administration on Mac iOS and Android based systems
• Print server administration for Canon, HP and Zebra printers
3. Bztek Solutions, Montclair, CA
8-2013 to 10-2013
Field Technician
Contract based field technician for:
• Repairs, installations, upgrades and administration for all computers, wireless, networks, peripherals, and
software, for small business, residential offices, and home users
• Remote small business computer support and managed it services including remote network support, desktop and
security monitoring, patch management and remote data back-up, as well as technical assistance
A+ Certified PC + Mac Repair Service, Santa Barbara, CA
2-2012 to 5-2013
Field Technician – Computer Consultation
Windows and Macintosh computer hardware and software repairs, installations, upgrades, updates and
troubleshooting including:
• Software/application installation, hardware installation, virus/spy-ware/malware removal, anti-spyware/ anti-virus
software installation, operating system installation and upgrades, operating system restores and data recoveries
• Memory installation/upgrades, failed hard drive replacements, laptop and workstation overheating issues,
motherboard repair/replacements, dusting and cleaning internal hardware
• Custom new computer builds, home/business network and wireless setup, computer tune-ups, tutoring (on-site or
remotely) and new hardware/software/network consultations
Hispanic Business Inc. , Goleta, CA.
4-2000 to 4-2012
Systems Administrator
• Provided office services by implementing administrative systems, procedures, policies, and monitoring computer
and office systems
• Network administrator utilizing the following: Active Directory, Symantec Backup Exec, Corporate
Anti-virus, ACT!, Barracuda Spam + Virus Firewall, Microsoft Exchange, NT/2000/2003/2008 Server
• Maintenance/setup/troubleshooting of 10 servers, 60 workstations, printers, telecommunications, and other office
equipment. (also on-call 24/7 for any problems or issues after hours)
• Desktop, network, and telecommunications support for a user base of 50 in-house employees and 10 remote
employees
• New employee orientation and training on all policies and procedures
• Writing IT technical procedure documents, preparing and maintaining various daily logs (e.g. daily backup, user
problems, software bugs, etc.)
• Complete Windows and Mac OS system builds both hardware and software based
Hispanic Business Inc. , Goleta, CA.
8-2003 to 10-2009
Video Editor/Presenter
• Video recording, sound recording, temporary voice-overs
• Video editing, archival video and photo restoration.
• Video composite, graphic creation and photo re-touching
• Video and DVD creation and rendering for web and DVD media
• AV staff and presenter of corporate videos and presentations at large corporate events
