1. ROBERT M. HOLLAND
13010 Thatcher Drive
Houston, TX 77077
H 281-558-3213
C 832 755 3483
bob-holland@earthlink.net
SUMMARY: Solid record of accomplishments in Technical Support applications and implementation. Extensive
experience in training and problem resolution related to developing, testing, and documenting new products and
enhancements. Technically adept in a variety of hardware, software, network, and customer support environments.
Excellent team player. Detail oriented with strong communication, analytical, and organizational skills.
UNITED AIRLINES - HQJ - TIS/ TECHNICAL OPERATIONS – 2004 TO June 2016
Information Technology Specialist supporting and developing the eTA (Electronic Time and Attendance) Project.
 Develop Business Requirements and Functional Specifications for initiation of new web based applications
and enhancements.
 Communicate with Payroll, Human Resources and Technology staff on software, product and industry
requirements.
 Document specifications, including business rules that require in depth knowledge of the latest contractual
agreement with the International Brotherhood of Teamsters and the Stores Employment Policy.
 Create test plans and scenarios and conduct hands-on testing of new functionality, run SQL queries against
database tables.
 Served as a key interface between customer and programming team.
 Develop test plans and coordinate with payroll on issues regarding the verification of the pay information
provided by eTA.
 Manage open issues by coordinating with users and software developers.
 Provide user support in the Technical Operations division.
 Regular station visits to meet with the Administrators and Supervisors to provide on site training into the
use of new applications and enhancements, preliminary analysis and conduct interviews to identify,
document and articulate business requirements.
 On site instruction to new supervisors on the use of the main eTA application and all associated web-based
applications.
 Provide training and mentoring for new hire eTA Help Desk "IT Specialist" in the eTA suite and IBT contract
and its interpretation for the help desk and everyday usage by the field.
 Coordinate and provide new and updated Application Instruction to the Regional Administrators.
CONTINENTAL AIRLINES – HOUSTON, TX - ONEPASS SERVICE CENTER - 2001 TO 2004
Promoted "Continental" products and services, assisting customers with flight and other travel related information.
 Provided updated member and frequent flyer program information to OnePass members, ensured mileage
withdrawals, deposits and or promotional bonuses posted to accounts in a timely and accurate manner.
Worked with other Business Units, including CO Reservations and the Loyalty Marketing Departments.
Awarded "Co- Star" employee recognition award.
CONTINENTAL EXPRESS - HOUSTON, TX - SENIOR IT SPECIALIST - 1999 TO 2001
Managed and provided technical support for Continental Express Computer Systems and Network at the Houston
(QUA) Aircraft Maintenance Facility and airport (IAH).
 Set up accounts and machines to include operating systems, associated software installation, and Network
configuration.
 Conducted troubleshooting for hardware, software, network connectivity problems.
 Responsible for developing installation packages for internally and externally developed programs. Provided
day-to-day problem solving and support for all user groups. Supported desktop and Server PC’s running
Windows 95, NT, and 2000.
 Led integration of new applications to desktop and server images/ including the maintenance and patching
of applications or the operating system.
 Served as a liaison between software providers and user departments.

2. PROS REVENUE MANAGEMENT - HOUSTON, TX - SENIOR ANALYST - 1996 TO 1998
Responsible for front line client contact providing support and problem solving for complex, multi-tier airline revenue
management systems.
 Responsible for providing onsite problem solving in diverse multi-national environments.
 Served as a Yield/Revenue Management System Analyst.
 Researched and prepared reports for on-going system studies, provided findings and recommendations to
various levels of management; several incorporated resulting in improvement of program functionality.
 Directed new systems integration configuration, analysis, and functional testing.
 Provided consistency in maintaining documentation.
 Generate, compile, and link program code and load source data for regression testing and problem isolation.
Identified and coordinated programming and Quality Assurance staff efforts; resulted in solutions to
problems reported by different clients worldwide.
 Provided support of multiple Client versions of the PROS core product.
PROFFESIONAL EXPERIENCE PRIOR TO THE UNITED STATES
Honeywell Information Services based at Littlewoods in Liverpool UK, as Site Engineer Large Scale Honeywell
Mainframes.
Digital Equipment Ltd Warrington UK, Field Service Engineer Cheshire Field Service Engineer Digital Vax11/780
and PDP11 based systems.
Granada Computer Services Berkshire UK and Italy
1. Site Engineer based at Marconi Underwater Research, Watford U.K.
2. Contract Manager at head office in Bracknell U.K.
3. Field Service Engineer Head office Milan Italy based at ILVA Dalmine and Marconi Genova Italy.