1. Peggy Holland
240- 899-9470
Email: pholland1968@gmail.com
SUMMARY of Qualifications:
• Active DOD Top Secret
• Security+ Certified
• A+ Certified
• Obtaining my Bachelor Degree (29 credits left), University of Maryland, Present
• Attained Associate Arts (Computer Networking), Strayer University, 2009
• Proficient in Microsoft Office Suite, Office 2003 Professional and Office 2010
• Experience with Administrative duties within Active Directory, Microsoft Exchange, Blackberry Exchange
Services Management, Active Roles Server by Quest for Active Directory and Data Armor Policy
• Enterprise Management Systems for Remote users (VPN) and Desktop Support both hardware and
software installations and replacements
• Solid troubleshooting skills, installing software applications, replacing hardware and running server
backups
• Experience with entering, maintaining and monitoring tickets using Remedy
• Experience with Operating Systems such as Windows 95, 98, NT, 2000, XP, Vista, windows 7, 2003 server
Professional Experience:
June 2015 – Present - General Dynamics Information Technology Fairfax, VA
Service Desk Manager
• Manage the Service Desk for the for the Pentagon Force Protection Agency Life Safety backbone Service
Desk team
• Complete out-processing forms for customers who are leaving the Agency.
• Create job aids and SOPs for incident and request resolution.
• Report on Service Desk metrics to management
• Review skill levels and skill mix of service desk staff and coordinates training and the rotation schedule of
staff
• Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff
activities
• Troubleshooting software/hardware for 1000 or more users including all of the following: Win7 OS or
later, MS Office 2010 or later, Adobe
• Assist Information Assurance (IA) with modifying DOD 2875 forms
• Monitor and manage phone queue (participating in escalated calls as needed).
• Manage vendor relationships as it depends on daily operational needs. Review proposal for approval for
upcoming projects.
• Functioned as a single point of contact for routine user LAN, WAN, Desktop and telecommunications
problems providing Tier I, II and executive level support
• Wireless Solutions
• Ensure all service requests are handled efficiently and effectively
• Set and provide guidance for Customer Support across the Program
• Manage troubleshooting of desktop; and peripheral, network, hardware, and software issues.
• Communicate with other support leads and technicians on incident and service request handling
• Develop documentation in support of technical procedures and/or fixes needed by the Service Desk.

2. • Coordinate with other groups (mainly leads) to ensure new technical procedures are communicated to the
Service Desk.
November 2012 – June 2015 SRA International Fairfax, VA
Service Desk Manager
• Manage the Service Desk for the for the Pentagon Force Protection Agency Life Safety backbone Service
Desk team
• Complete out-processing forms for customers who are leaving the Agency.
• Create job aids and SOPs for incident and request resolution.
• Report on Service Desk metrics to management
• Review skill levels and skill mix of service desk staff and coordinates training and the rotation schedule of
staff
• Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff
activities
• Assist Information Assurance (IA) with modifying DOD 2875 forms
• Complete Employment Eligibility I-9 Forms for new SRA employees
• Monitor and manage phone queue (participating in escalated calls as needed).
• Manage vendor relationships as it depends on daily operational needs. Review proposal for approval for
upcoming projects.
• Ensure all service requests are handled efficiently and effectively
• Set and provide guidance for Customer Support across the Program
• Manage troubleshooting of desktop; and peripheral, network, hardware, and software issues.
• Communicate with other support leads and technicians on incident and service request handling
• Develop documentation in support of technical procedures and/or fixes needed by the Service Desk.
• Coordinate with other groups (mainly leads) to ensure new technical procedures are communicated to the
Service Desk.
May 2007 – November 2012 SRA International Fairfax, VA
Supervisor/Senior Member
• Active Supervisor for the Pentagon Force Protection Agency Life Safety backbone Service Desk team
• Assisted manager with managerial and supervisory duties over a team of 20 technicians between Days,
Nights and Mid shift
• As Accounts manager created user accounts in Active Directory and modify their permission to various
network drives and printer groups
• Maintains and troubleshoots VTC systems
• Responsible for Installation, configuration, and troubleshooting of the approved PFPA standard suite of
software and Installation, configuration, and testing of PCs/workstations/ laptops/ printers/faxes/phones
• Physically transported and emplaced PCs/workstations/ laptops/ printers/faxes/phones to areas within
PFPA’s office buildings and joining the PCs, workstations, and laptops to the designated network
• Assisted users in establishing network password for support to Common Access Card (CAC) login and e-
mail encryption/ digital signature, creating network drives, and setting up Microsoft Outlook
• Functioned as a single point of contact for routine user LAN, WAN, Desktop and telecommunications
problems providing Tier I, II and III and executive level support
• Provided tier 2 service by completing install setup of workstations, printers, and other IT equipment
• Assisted the network team with monitoring sites and creating outage reports
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3. • Collaborated with other technical professionals within the environment to ensure continuity of service and
network assistance
• Supported a variety of applications, software, PCs, Laptops, mobile computing devices (blackberry), and
peripherals
• Assisted Asset Management with pickup, delivery and tracking of all computing and printing equipment
April 2006 to May 2007 System Integration INC Landover, MD
Desktop Technician Tier II
• Experience with entering, maintaining and monitoring tickets using Remedy
• Provided excellent customer service and phone etiquette at all times
• Provided tier 2 service by completing install setup of workstations, printers, and IT equipment
• Remote onto user PC to assist them with computer related issues
• Add IP address to printer, replace jet direct cards, map customer to printers
• Replaced hard drive and move data
• Create accounts in Active Directory
• Reset user accounts
• Configured blackberry phones and reset passwords
December 2003 to April 2006 E-Systems Incorporated Silver Spring, MD
Junior Analyst Technician
• Responsible for the installation of computer software packages
• Remote onto user machine to assist them with computer related issues
• Installed printers and adding IP address
• Configured customer personal laptops and Mac’s for wireless networks connections
• Troubleshoot printer and media problems
• Provided phone support on site concerning computer and other technical problems
• Provided and reset Secure ID Token for users
• Completed exit forms for departing employees
• Assisted Fastlane user with submitting proposals to the National Science Foundation
March 1998 to December 2003 Sytel Incorporated Bethesda, MD
Helpdesk System Analyst
• Monitored inventory and order supplies.
• Installed software on user Laptops and PC
• Experience with Remedy ticketing system
• Installed printer and troubleshoot printer and media concerns.
• Provided excellent customer service and phone etiquette at all times
• Provided and reset Secure ID Token for users.
• Operated and functioned as an administrative capacity, for the Project Manager, by completing office
duties as needed.
EDUCATION:
• Bachelor Science (Computer Information Technology), University of Maryland, Present
• Associate Arts (Computer Networking), Strayer University, 2009
• Certification (Office Automation), Opportunities Industrialization Center, 1992
• Certification (Computer Programming), Programming System Inc., 1990
• Security+ Certified
• A+ Certified
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